My letter of complaint to the Managing Director of Chubb Services Australia, Mr George Chin, summarises the problems we had trying to obtain a refund cheque.
Please read on...
Thursday 23rd August 2001
Mr Chin
I am writing regarding a matter of poor customer service within your organisation.
In November 2000 Chubb Protective Services overcharged SOCAP for security guard services provided at our annual conference in Canberra. SOCAP paid the account in full before becoming aware of the error. Chubb then issued a credit note in December 2000 for the amount overcharged. In January this year we requested a cheque refund of the amount, as we did not envisage needing Chubb’s services in the near future, so could not recoup the amount through further purchases. A cheque refund was agreed to on 10 January.
Since that correspondence we have been promised a cheque by at least three different members of your accounts department. Please refer to the summary of filenotes that is attached to this letter. No-one from your staff has contacted us without being chased to let us know what is happening in relation to this matter. The only people who have returned calls quickly have not been aware of our situation and have not been able to help.
After several months and many promises of cheques by Mr John Dowling we were referred to the National Credit Manager, Ms Pina Ozlen. Ms Ozlen has been generally quite abrupt and unhelpful. She initially informed us that we owed over $1000 in unpaid invoices, and that this was the reason no refund had been or would be made. We requested copies of these invoices, which did not follow. Ms Ozlen, when eventually tracked down again, then promised that the matter would be cleared up by the end of the financial year. The last correspondence with Ms Ozlen, the 14th on file, was on 19 July, when she assured our account manager that she had personally signed a cheque authorisation. She agreed to fax a copy of the authorisation by close of business that day, but neither the fax nor a cheque has been received to date.
SOCAP is a non-profit organisation and can ill-afford either the loss of the amount involved, or the waste of our staff’s time that has occurred in dealing with your accounts department and National Credit Manager.
I would be grateful for your urgent attention to this matter.
Yours sincerely
Chris Walton
Executive Officer
We did get a refund cheque soon after we sent this letter but no apology and no reply.
We are not willing to do business with Chubb Services Australia again.
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