Unresolved Levy Issues and Poor Customer Service

Thank you for voicing your concerns. Please note that your Scheme discontinued the services of your prepaid vendor, and determined that any prepaid balances were to be added to owner levy accounts. All owners were advised accordingly, and requested to submit refund forms to be sent to the vendor for refunds. Balances could only be credited once the scheme had received the relevant funds from the prepaid vendor. You received a DMS letter and queries your balance, as it excluded the refund amount, as the funds had not yet been received from the vendor. DMS was advised to exclude credit amounts until further notice. You followed up directly with the vendor, who confirmed on 24 May 2024 that the refund had been processed, and that the Scheme processed your credit 27 May 2024 once the funds had reflected in the scheme bank account. Your updated levy statement including your deposit from vendor was sent to you on 27 May 2024. We thank you for your patience and understanding during this process.