Woolworths has not responded to my formal complaint regarding unexplained charges and incorrect repayment information

I am extremely disappointed with Woolworths’ handling of my account and, more importantly, their complete lack of response to my formal complaint. On 22 August 2026, I visited Woolworths at Jabulani Mall because I wanted to understand why I was not receiving my monthly statements and why I was not seeing the credit on my account increase despite making payments. I have only missed one monthly payment previously, and I have continued paying approximately R200–R300 per month, despite repeatedly being told that my monthly instalment was approximately R92. At the store, I was eventually referred to a financial consultant, who advised me that the account was apparently in arrears and that service fees, interest and insurance were being charged. I was then assisted by Woolworths Customer Care consultant Seleka Cumgwa. During a call lasting approximately 35 minutes, I was informed that my account was being charged approximately: • R52.49 service fee • R3.90 insurance • Approximately R16.25 interest I specifically asked whether I should therefore be paying more than R92 every month to ensure that the account remains up to date. I was again told that the instalment was R92 and that I could pay the additional amounts if I wanted to. This was extremely concerning because these charges are apparently being added to my account every month. If I am only told to pay R92, but additional charges are simultaneously being added and causing the account to remain in arrears, I believe customers should be clearly informed of the actual amount required to keep the account up to date. I requested that the call be escalated and reviewed by Woolworths’ Quality Assurance department because I was concerned about the information being provided to me. The reference number given to me was ***. I also repeatedly requested my statements because I have not been receiving them. I provided my email address again, but I still have not received the promised statement. I subsequently sent Woolworths a formal written complaint, requesting: A complete and itemised account statement; An explanation of how the account went into arrears despite my payments; Confirmation of the actual monthly amount required to keep the account up to date; A review of the 35-minute call by Quality Assurance; An explanation of the service fees, insurance and interest; An investigation into why I have not been receiving statements; and A response addressing my concerns regarding transparency and the information provided to me. Woolworths has not responded to my complaint. This is particularly disappointing because I am not refusing to pay my account. I have actually been paying more than the amount I was repeatedly told to pay, yet I am still being told that the account is in arrears. My concern is simple: If additional compulsory charges are being added to my account every month, why was I repeatedly told that my instalment was only R92 without clearly explaining what I actually needed to pay to keep the account up to date? I am asking Woolworths to take accountability, investigate the matter properly and provide me with a clear and transparent explanation rather than simply stating that my account is in arrears. I would appreciate Woolworths responding to this complaint and addressing the issues raised in my formal complaint. Woolworths *** Date of call: 22 August 2026 Call duration: Approximately 35 minutes Store: Woolworths Jabulani Mall