Woolworths has become *********** and continues charging me after I settled my account

I am extremely disappointed with the manner in which Woolworths is handling my store card account. What should have been a simple matter of closing a settled account has turned into a frustrating and unacceptable experience.

I settled my Woolworths store card in June 2026, believing that the account had been fully paid and could be closed. I was therefore shocked to discover that I had subsequently been charged additional amounts and that the account was showing an outstanding balance of R106 odd.

I contacted Woolworths and spoke to Phozisa, who explained that Woolworths had introduced a monthly R52.49 account fee and R0.57 comprehensive insurance charge effective from 1 July 2026. She confirmed that I had already paid R50.87 and assured me that she would escalate the matter, request that the charges be reversed and have the account closed.

I have now checked the Woolworths app, only to find that the matter was not resolved. Instead, another R52.49 has been charged, and my outstanding balance has increased to approximately R114.00.

I subsequently spoke to Sekela, who confirmed the notes left by Phozisa and acknowledged that the matter had apparently not been actioned by the relevant finance department. Sekela has once again promised to escalate the matter, follow up and request that the account be closed.

My question is: How many times must a customer call Woolworths to have one simple matter resolved?

I settled my account. I requested that it be closed. Your own representatives have acknowledged the issue and made notes on the account, yet charges continue to be added.

This is completely unacceptable. Customers should not have to repeatedly spend their time, money and airtime calling Woolworths to correct an issue that should have been resolved after the first call. I expect Woolworths to: 1. Immediately stop adding further charges to my account. 2. Reverse all the charges. 3. Close the store card account as requested. 4. Refund me for the charges that were made after the account was paid up. 5. Provide written confirmation that the account has been closed and that no further charges will be incurred. 6. Explain why the previous escalation was not actioned despite the matter being clearly recorded on my account. I am extremely disappointed by this experience. Woolworths needs to take accountability for its processes and stop putting customers through unnecessary frustration simply because its internal departments fail to action matters that have already been reported.

Will Woolworths also refund me for the time and airtime I have had to waste repeatedly calling to resolve the same issue?

I expect this matter to be resolved urgently and without any further charges being added to my account.