“Shocking, shocking customer service, which has only been made worse by this latest email. “What an insult,” she said in an emailed reply to shared with Guardian Australia.

She did not understand why she had been deemed ineligible and the email did not give a reason. Stuart said the company had been two months late for payments for her in June and July this year. Jacqueline Stuart, who books out her holiday home in Italy through, received the email from Fogel that included the apology, but the correspondence stated she “did not currently qualify for this goodwill gesture”. The 21-day delay would not include an initial 10-day freeze the partners had been warned about. Download the Jackpocket lottery app and get official lottery games like Powerball and Mega Millions on your phone.

For this, I am deeply sorry,” he said.įogel said partners whose payments were delayed more than 21 days would be given a “gesture of goodwill in the form of a one-time cash payment”. “We know that for some of you who were affected, this had an impact on your businesses, and on your professional and personal lives. Guardian Australia reported last month that ’s partners reported issues receiving payments worth thousands of dollars – or the equivalent in other currencies – since July, and in some cases months earlier.įogel said in the email that as part of making system upgrades to the company’s financial and payments platform, there were “a number of unforeseen problems” that resulted in payments being disrupted.