I think they are over loaded with work and under staffed. I was promised a few things, but the latest was a letter to the bank which I still have not received even though I was promised on the same day the letter. Ariel who I was dealing with also said she put an application to the ombudsman. But she has not sent me the copy of the paperwork as proof. I think she tells me things means to do it but for gets, because she has so much work! I paid them $1000! AUD