Disappointed ***** Resolution- 21-30 days is now close to 90 days.

I am disappointed at your lack of communication and understanding. I logged a ***** case with your ***** department on 26 September 2025 by sending all documents requested after calling about a *****ulent credit card account opened on my name.

To this day 4 December I have had to be the one calling to follow up. I was told the documents could not open and resent them to Tracy who confirmed receipt . In between I have call after call asking me for payment and having to relate this is a ***** case each time. The consultants only check afterwards and this has become unbearable. Each time I am told it takes 21-30 days to resolve-we are heading to 90 days. On 7 October, Veronique emailed me to tell me this lead time after I insisted for this telephone call in writing.

I am ready to go to the Credit Ombudsman. This lack of concern is disappointing. I have never had any credit let alone an account with your PEP institution.

I was promised by Tracy after the request to resend documents that the following Tuesday this would be cleared .

Today someone else called and after repeating my annoyance - she just transferred me to the ***** department without advising me she was doing that.

I then spoke to a Lucinda who mentioned Tracy was on lunch and she would call back as she was part of the investigating team. This was before 12:00 It 14:42.