Easy to invest, harder to access your money!

Hi Tumelo,

We're sorry about this. We've dropped the ball here, because this definitely isn't the experience we want you to have.

To give you some context on the problem at hand: when you invest money through 22seven, we send your banking details to Old Mutual. They verify your bank account to make sure your details are valid and that the bank account belongs to you. They send this verification status through to us once they've performed the check. Old Mutual are also responsible for running the debit orders on your bank account and send this information through to our system as it happens so that we can display it on our end.

Old Mutual recently made some changes to their bank account verification process and as a result of that, your bank account's verification status was never sent through to us. Your bank account was verified on their side, though, which is why debit orders have been running on your bank account. We reached out to Old Mutual last week requesting that they send your account's verification status through to us so that you can submit a withdrawal on your account, but they've unfortunately not provided us with feedback according to our agreed response period.

Needless to say, we've escalated this to upper management at Old Mutual, because this verification issue coupled with delays in responses has created the total opposite customer experience we want you to have with 22seven. We're hoping for some feedback during the course of today and - should all go to plan - this should allow you to submit your withdrawal today.

We'll reach out via email as soon as we have some more info. Apologies again for letting you down and not meeting the high standards we expect of ourselves and our partners.

- The Svens