7 July 2008 monthly direct debit $748.14 overcharge, putting my account into debit. 10/7 Phonecall, then fax of error plus $30 dishonour fee, as requested by "Niha". 23/7 Another phone call to say still no refund. Spoke with Senior member of staff"Vicky" . "So sorry Mrs Cox. Send me another fax with the next 2 dishonour fees.". Fax sent. 25/7Phone call to Vicky to check that fax was received. "Yes. Handed to Finance. Should be through in 5 days". 31/7 $748.41 credited to my other savings account, but no dishonour fee reimbursement. 5 August Phonecall....."Wayne" this time. Please may I speak with Vicky.... She no longer works here. I can help you. Story retold all over again, but now 4 dishonour fees. "Send a fax and I'll sort it out immediately". Today, 14 August still no reimbursement. Go into head office in Adelaide. Cannot speak to anyone senior, only the 2 poor young women at the front desk. "Madison" faxed copy of bank statement with now 5 $30 dishonour fees "upstairs" to "Vicky". Reassures me that this is now marked "URGENT" for Finance to attend to. The reason for the delay to now, says Madison, is because Finance is very busy and understaffed!!! I await my money with bated breath. I am 65, and have never been "in the red" before. Well done SGIC! The fact that I cannot tell a senior manager of my complaint in person is, to me, a pointer that SGIC has customer service at the very bottom of their priority list. "What we don't know.....".
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