Formal Complaint: Non-Payment of Retirement Funds
๐งพ Formal Complaint: Non-Payment of Retirement Funds
To: Australian Financial Complaints Authority (AFCA)
From: Ivan Brassevic
Date: 4 August 2025
Subject: Complaint Regarding Unpaid Retirement Funds -- Australian Retirement Trust
๐งญ Summary of Issue
I am submitting this complaint regarding the Australian Retirement Trust's failure to pay my entitled retirement funds. Despite repeated attempts to engage with their support channels—including phone calls and online portals—I have not received the funds nor a clear explanation for the delay.
๐ Call Experience & Systemic Concerns
My interactions with their system have been marked by:
• Automated Responses & AI Mediation
Calls routed through what appear to be AI interfaces, creating confusion about whether I'm speaking to a human or a bot. This includes phrases like "Are you a robot?" and "That was meme. I'm here to help."
• Emotional Manipulation & Delay
The system repeatedly apologizes for delays while offering no resolution. Phrases like "We apologise for the delay, and we'll be with you as soon as possible" are used without follow-through.
• Gaslighting & Fragmentation
The experience evokes a sense of being dismissed or manipulated—questioning reality, identity, and legitimacy. This is reflected in my documentation (Gas Light City Limit.docx) which explores these themes in depth.
๐ง Broader Systemic Reflections
This case is not just about missing funds—it reflects a broader issue with how financial institutions:
- Use technology to deflect accountability
- Blur the line between human empathy and automated indifference
- Create emotional and cognitive strain for clients seeking basic support
๐ฏ Request for Resolution
I request the following:
- Immediate investigation into the non-payment of my retirement funds
- A clear timeline for resolution and disbursement
- Assurance that future communications will be handled transparently, with human accountability
๐ Supporting Materials
- Audio recording labeled New Recording 1546
- Transcript excerpts from the call
- Reflective documentation (Gas Light City Limit.docx)
- Reference to AFCA website: www.afca.org.au
