I received a letter dated 9 September 2013 or if you read the date the way it is printed 9 February 2013 last week informing me that my home loan account is "delinquent" - I kid you not, those were the words. Furthermore the letter was addressed to myself and my husband (he passed away 6 years ago and my home loan is now registered solely in my name). I immediately called the call centre and requested an apology for one, the fact that my account is not, and never has been in arrears and that the letter was addressed to a dead person causing me distress. I was given the assurance that my account was definitely not in arrears and that the matter was being sent to the Complaints Dept - my ref number is CCT496270. Floyd then calls me to tell me the matter is being investigated - really, they have already confirmed the account is not in arrears - what are they investigating, my husband's death. I am sick and tired of incompetent service - surely the Manager signing letters of this nature should read them first - so maybe this time next year, once they have finished their "investigation" I might get the long overdue apology letter.
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