Attlee Agency (Pty) Ltd
1|8 reviews
HB
Heidi B
1 reviews | Active since Member
10 Sept 2024, 16:47
Attlee Agency Is Totally Out Of Line, Unnecessarily Aggressive & Unprofessional
Attlee Agency.... Subject: Discrepancies and Concerns Regarding Notification of Outstanding Membership Fees
Dear Julie,
I am writing to formally address the recent correspondence from your agency dated 10 September 2024, regarding an alleged outstanding payment for membership fees which was marked with the header "OUTSTANDING MEMBERSHIP FEES - REMINDER". I must express my dissatisfaction not only with the unexpected financial demand but also with the manner in which this notification was presented.
Firstly, it is important to note that the invoice and statement pertaining to these fees were received for the first time today, Tuesday the 10th September 2024, despite your records indicating that these fees were due on 31 August 2024. This discrepancy has not afforded us the appropriate or usual time to process such payments, which is not only unfair but also highly unprofessional.
Moreover, the validity time frame indicated in the statement is incorrect. It states the coverage period as 01 July 2024 to 30 September 2024, whereas it should presumably read from 01 July 2024 to 30 September 2025. This error further complicates matters and calls into question the accuracy of your financial records and billing processes.
The presentation of the reminder in large, bold, black capitals with a bright red backdrop is unnecessarily aggressive and unprofessional. This method of communication is not conducive to a cooperative relationship; rather, it is alienating and confrontational, which is deeply concerning for an ongoing professional engagement.
Given these points, I request a complete and detailed explanation of the following:
The late provision of the invoice and statement which should have been sent well in advance of the due date. The error in the membership fee period covered by the statement. The rationale behind the chosen format and tone of the reminder notification. Please correct the stated billing period immediately and provide a new, accurate invoice reflecting the correct dates. I also urge you to reconsider your communication strategy to foster a more respectful and professional tone with your members.
We would appreciate a prompt response to this letter, rectifying these issues, and ensuring that such oversights and communication missteps are not repeated.
Thank you for your attention to these matters. We look forward to your swift action and a revised approach in future interactions.
Sincerely,
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Replies (106)HB
Heidi B's updateReviewer Update
13 Sept 2024, 04:56Attlee Agency reply. This was received after no response over a lapse of two working days, and following my copy correspondence sent to Steve Pool, Director / Owner at Attlee.
On Thu, Sep 12, 2024 at 3:30 PM JulieH | Attlee <julieh@attlee.co.za> wrote:Good afternoon, HeidiI confirm receipt of your mail sent to Hellopeter, received yesterday.There is no response on the site allowed and I was unaware of whom had sent the complaint, therefore no response.Your mail received Wednesday morning, responded to today, I was not in office yesterday.Thank you for following up so I could afford you a response. We advise that we act on instruction and on behalf of the Directors of the Somerset Park Homeowners Association. We are instructed that after the 31st of August 2024, we were to initiate the reminder letter to all Homeowners who had not yet paid their annual membership fees.This is a computer-generated letter sent to all owners who had not paid the membership fees.The membership fee statement was sent on the 20th of July 2024 to the same email address as the reminder letter.The invoice is for fees payable for 2024/2025. However, date of payment is ending August 2024 and validity of reminder end September 2024 The format is computer generated and follows through for all correspondence regarding delayed payments from owners. Respectfully, the letter sent is a reminder and states should the outstanding amount be paid to ignore the mail. The billing is correct, and we have taken note of your correspondence.Thank you CC: Steve Pool
On Thu, Sep 12, 2024 at 3:30 PM JulieH | Attlee <julieh@attlee.co.za> wrote:Good afternoon, HeidiI confirm receipt of your mail sent to Hellopeter, received yesterday.There is no response on the site allowed and I was unaware of whom had sent the complaint, therefore no response.Your mail received Wednesday morning, responded to today, I was not in office yesterday.Thank you for following up so I could afford you a response. We advise that we act on instruction and on behalf of the Directors of the Somerset Park Homeowners Association. We are instructed that after the 31st of August 2024, we were to initiate the reminder letter to all Homeowners who had not yet paid their annual membership fees.This is a computer-generated letter sent to all owners who had not paid the membership fees.The membership fee statement was sent on the 20th of July 2024 to the same email address as the reminder letter.The invoice is for fees payable for 2024/2025. However, date of payment is ending August 2024 and validity of reminder end September 2024 The format is computer generated and follows through for all correspondence regarding delayed payments from owners. Respectfully, the letter sent is a reminder and states should the outstanding amount be paid to ignore the mail. The billing is correct, and we have taken note of your correspondence.Thank you CC: Steve Pool
HB
Heidi B's update13 Sept 2024, 04:56
Reviewer Update
Attlee Agency reply. This was received after no response over a lapse of two working days, and following my copy correspondence sent to Steve Pool, Director / Owner at Attlee.
On Thu, Sep 12, 2024 at 3:30 PM JulieH | Attlee <julieh@attlee.co.za> wrote:Good afternoon, HeidiI confirm receipt of your mail sent to Hellopeter, received yesterday.There is no response on the site allowed and I was unaware of whom had sent the complaint, therefore no response.Your mail received Wednesday morning, responded to today, I was not in office yesterday.Thank you for following up so I could afford you a response. We advise that we act on instruction and on behalf of the Directors of the Somerset Park Homeowners Association. We are instructed that after the 31st of August 2024, we were to initiate the reminder letter to all Homeowners who had not yet paid their annual membership fees.This is a computer-generated letter sent to all owners who had not paid the membership fees.The membership fee statement was sent on the 20th of July 2024 to the same email address as the reminder letter.The invoice is for fees payable for 2024/2025. However, date of payment is ending August 2024 and validity of reminder end September 2024 The format is computer generated and follows through for all correspondence regarding delayed payments from owners. Respectfully, the letter sent is a reminder and states should the outstanding amount be paid to ignore the mail. The billing is correct, and we have taken note of your correspondence.Thank you CC: Steve Pool
On Thu, Sep 12, 2024 at 3:30 PM JulieH | Attlee <julieh@attlee.co.za> wrote:Good afternoon, HeidiI confirm receipt of your mail sent to Hellopeter, received yesterday.There is no response on the site allowed and I was unaware of whom had sent the complaint, therefore no response.Your mail received Wednesday morning, responded to today, I was not in office yesterday.Thank you for following up so I could afford you a response. We advise that we act on instruction and on behalf of the Directors of the Somerset Park Homeowners Association. We are instructed that after the 31st of August 2024, we were to initiate the reminder letter to all Homeowners who had not yet paid their annual membership fees.This is a computer-generated letter sent to all owners who had not paid the membership fees.The membership fee statement was sent on the 20th of July 2024 to the same email address as the reminder letter.The invoice is for fees payable for 2024/2025. However, date of payment is ending August 2024 and validity of reminder end September 2024 The format is computer generated and follows through for all correspondence regarding delayed payments from owners. Respectfully, the letter sent is a reminder and states should the outstanding amount be paid to ignore the mail. The billing is correct, and we have taken note of your correspondence.Thank you CC: Steve Pool
HB
Heidi B's updateReviewer Update
13 Sept 2024, 04:58I reject the feedback that no reply was received for the reasons stated. My ongoing reply to Attlee Agency reads....
Attlee Agency
Managing Agent
Somerset Park Homeowners' Association
Umhlanga Rocks
4319Subject: Follow-up on Unresolved Concerns, Request for Proof of July Email, and Clarification on InstructionsDear Julie,Thank you for your reply to our concerns raised regarding the reminder letter for outstanding membership fees. While we acknowledge your explanation, I must express our disappointment that the key issues we outlined have still not been appropriately addressed.1. Proof of July Statement Email:You have claimed that the original membership fee statement was sent on 20 July 2024 to the same email address as the reminder letter. I can confirm that no such email was received by me, and I therefore formally request that you provide concrete proof of this email having been sent. This proof should include the email timestamp, the recipient's email address, and the email server's delivery status.2. Lack of Apology for Unprofessional Conduct:We also noted that there has been no apology for the unprofessional tone, formatting, and date errors in the reminder email we received. Your previous response merely reiterates that it was "computer-generated" and "follows through for all correspondence regarding delayed payments." While I understand automated systems are in place, it is precisely these systems that require careful oversight to ensure they reflect a professional tone. A simple acknowledgment of the inappropriate tone and errors (such as the incorrect validity timeframe) would have gone a long way in maintaining good relations. 3. Tone and Format of Correspondence:Your explanation that the format is "computer generated" does not mitigate the fact that the aggressive formatting—large bold capital letters on a bright red backdrop—is unnecessary and unprofessional, especially for alleged first-time reminders. A more considerate approach, particularly for long-term homeowners and clients, would reflect better on your agency and the Somerset Park Homeowners Association. We reiterate that this style of communication is not conducive to a positive relationship.4. Billing and Statement Errors:While you maintain that the billing is correct, we are still waiting for confirmation of the correction in the validity timeframe on the statement. The statement wording says "Annual Membership Fee Statement 01 July 2024 to 30 September 2024". This is still incorrect, and must reflect the proper time frame that applies. 5. Instructions from the Directors:In your reply, you stated that you were instructed by the Directors of the Somerset Park Homeowners Association to initiate the reminder letters after 31 August 2024. We request clarification on which specific Director(s) provided this instruction, and whether they also dictated the format and tone of the reminder email. This information is critical in ensuring that we address our concerns to the appropriate individuals.We request immediate action on the following:
Attlee Agency
Managing Agent
Somerset Park Homeowners' Association
Umhlanga Rocks
4319Subject: Follow-up on Unresolved Concerns, Request for Proof of July Email, and Clarification on InstructionsDear Julie,Thank you for your reply to our concerns raised regarding the reminder letter for outstanding membership fees. While we acknowledge your explanation, I must express our disappointment that the key issues we outlined have still not been appropriately addressed.1. Proof of July Statement Email:You have claimed that the original membership fee statement was sent on 20 July 2024 to the same email address as the reminder letter. I can confirm that no such email was received by me, and I therefore formally request that you provide concrete proof of this email having been sent. This proof should include the email timestamp, the recipient's email address, and the email server's delivery status.2. Lack of Apology for Unprofessional Conduct:We also noted that there has been no apology for the unprofessional tone, formatting, and date errors in the reminder email we received. Your previous response merely reiterates that it was "computer-generated" and "follows through for all correspondence regarding delayed payments." While I understand automated systems are in place, it is precisely these systems that require careful oversight to ensure they reflect a professional tone. A simple acknowledgment of the inappropriate tone and errors (such as the incorrect validity timeframe) would have gone a long way in maintaining good relations. 3. Tone and Format of Correspondence:Your explanation that the format is "computer generated" does not mitigate the fact that the aggressive formatting—large bold capital letters on a bright red backdrop—is unnecessary and unprofessional, especially for alleged first-time reminders. A more considerate approach, particularly for long-term homeowners and clients, would reflect better on your agency and the Somerset Park Homeowners Association. We reiterate that this style of communication is not conducive to a positive relationship.4. Billing and Statement Errors:While you maintain that the billing is correct, we are still waiting for confirmation of the correction in the validity timeframe on the statement. The statement wording says "Annual Membership Fee Statement 01 July 2024 to 30 September 2024". This is still incorrect, and must reflect the proper time frame that applies. 5. Instructions from the Directors:In your reply, you stated that you were instructed by the Directors of the Somerset Park Homeowners Association to initiate the reminder letters after 31 August 2024. We request clarification on which specific Director(s) provided this instruction, and whether they also dictated the format and tone of the reminder email. This information is critical in ensuring that we address our concerns to the appropriate individuals.We request immediate action on the following:
- Provide proof of the original email sent on 20 July 2024.
- Issue a formal apology for the tone and unprofessional nature of the reminder email.
- Confirm that the statement’s validity time frame has been corrected.
- Clarify which Director(s) authorized the reminder letter and its aggressive format.
HB
Heidi B's update13 Sept 2024, 04:58
Reviewer Update
I reject the feedback that no reply was received for the reasons stated. My ongoing reply to Attlee Agency reads....
Attlee Agency
Managing Agent
Somerset Park Homeowners' Association
Umhlanga Rocks
4319Subject: Follow-up on Unresolved Concerns, Request for Proof of July Email, and Clarification on InstructionsDear Julie,Thank you for your reply to our concerns raised regarding the reminder letter for outstanding membership fees. While we acknowledge your explanation, I must express our disappointment that the key issues we outlined have still not been appropriately addressed.1. Proof of July Statement Email:You have claimed that the original membership fee statement was sent on 20 July 2024 to the same email address as the reminder letter. I can confirm that no such email was received by me, and I therefore formally request that you provide concrete proof of this email having been sent. This proof should include the email timestamp, the recipient's email address, and the email server's delivery status.2. Lack of Apology for Unprofessional Conduct:We also noted that there has been no apology for the unprofessional tone, formatting, and date errors in the reminder email we received. Your previous response merely reiterates that it was "computer-generated" and "follows through for all correspondence regarding delayed payments." While I understand automated systems are in place, it is precisely these systems that require careful oversight to ensure they reflect a professional tone. A simple acknowledgment of the inappropriate tone and errors (such as the incorrect validity timeframe) would have gone a long way in maintaining good relations. 3. Tone and Format of Correspondence:Your explanation that the format is "computer generated" does not mitigate the fact that the aggressive formatting—large bold capital letters on a bright red backdrop—is unnecessary and unprofessional, especially for alleged first-time reminders. A more considerate approach, particularly for long-term homeowners and clients, would reflect better on your agency and the Somerset Park Homeowners Association. We reiterate that this style of communication is not conducive to a positive relationship.4. Billing and Statement Errors:While you maintain that the billing is correct, we are still waiting for confirmation of the correction in the validity timeframe on the statement. The statement wording says "Annual Membership Fee Statement 01 July 2024 to 30 September 2024". This is still incorrect, and must reflect the proper time frame that applies. 5. Instructions from the Directors:In your reply, you stated that you were instructed by the Directors of the Somerset Park Homeowners Association to initiate the reminder letters after 31 August 2024. We request clarification on which specific Director(s) provided this instruction, and whether they also dictated the format and tone of the reminder email. This information is critical in ensuring that we address our concerns to the appropriate individuals.We request immediate action on the following:
Attlee Agency
Managing Agent
Somerset Park Homeowners' Association
Umhlanga Rocks
4319Subject: Follow-up on Unresolved Concerns, Request for Proof of July Email, and Clarification on InstructionsDear Julie,Thank you for your reply to our concerns raised regarding the reminder letter for outstanding membership fees. While we acknowledge your explanation, I must express our disappointment that the key issues we outlined have still not been appropriately addressed.1. Proof of July Statement Email:You have claimed that the original membership fee statement was sent on 20 July 2024 to the same email address as the reminder letter. I can confirm that no such email was received by me, and I therefore formally request that you provide concrete proof of this email having been sent. This proof should include the email timestamp, the recipient's email address, and the email server's delivery status.2. Lack of Apology for Unprofessional Conduct:We also noted that there has been no apology for the unprofessional tone, formatting, and date errors in the reminder email we received. Your previous response merely reiterates that it was "computer-generated" and "follows through for all correspondence regarding delayed payments." While I understand automated systems are in place, it is precisely these systems that require careful oversight to ensure they reflect a professional tone. A simple acknowledgment of the inappropriate tone and errors (such as the incorrect validity timeframe) would have gone a long way in maintaining good relations. 3. Tone and Format of Correspondence:Your explanation that the format is "computer generated" does not mitigate the fact that the aggressive formatting—large bold capital letters on a bright red backdrop—is unnecessary and unprofessional, especially for alleged first-time reminders. A more considerate approach, particularly for long-term homeowners and clients, would reflect better on your agency and the Somerset Park Homeowners Association. We reiterate that this style of communication is not conducive to a positive relationship.4. Billing and Statement Errors:While you maintain that the billing is correct, we are still waiting for confirmation of the correction in the validity timeframe on the statement. The statement wording says "Annual Membership Fee Statement 01 July 2024 to 30 September 2024". This is still incorrect, and must reflect the proper time frame that applies. 5. Instructions from the Directors:In your reply, you stated that you were instructed by the Directors of the Somerset Park Homeowners Association to initiate the reminder letters after 31 August 2024. We request clarification on which specific Director(s) provided this instruction, and whether they also dictated the format and tone of the reminder email. This information is critical in ensuring that we address our concerns to the appropriate individuals.We request immediate action on the following:
- Provide proof of the original email sent on 20 July 2024.
- Issue a formal apology for the tone and unprofessional nature of the reminder email.
- Confirm that the statement’s validity time frame has been corrected.
- Clarify which Director(s) authorized the reminder letter and its aggressive format.