No help

Good day, With regards to Life Policy ***. I opened this life policy at Old Mutual, The Glen branch. This was in June 2021. I was asssited by a lady Tumi TLHARESENG.

I requested a life policy and signed up. I received policy documents on 22 June 2021 and my first premium was deducted on 25 June 2021.

On 22 June, I noticed that I do not have a beneficiary stipulated on my policy. I rep**** to the mail that sent me the policy documents, asking to add a beneficiary (This should have been done in the branch) but I did not get a call or a reply and I questioned if my policy is active.

From June 2021, an amount of R390 has been deducted from my account, to date.

I check my Old Mutual app frequently and noticed my life policy has not been updated. The app showed all my other policies.

On 22 January 2022, I went to Old Mutual The Glen to query this policy. The first advisor i spoke to, informed me that the system is not showing a life policy and I should speak to the advisor who opened the policy for me. I was agitated by this because it seemed, the only person who can ever help me is the one who opened the policy. Which is ridiculous.

I waited for Tumi and she gave her my details. She too could not pick up the policy. I was then told, the system is down and she is unable to check. She showed me a whatsapp message from an Old Mutual group to say the system is going to be down the week end of 22 January. I believed her because I saw proof. Even though my partner was also in the branch for the exact same thing but she was assisted.

I gave Tumi my cell, I'd, policy number and banking Ref on my statement because she required this. She informed me she will call me on Monday, 24 January.

24 January, came and went, 25 January came and went. I called her on her cell number on the 26 January. Meaning she was never going to call. She said she will call me back, she is dealing with this query. She called back at 16:30 asking for my details again. I said I gave you my details and she said she can't check now because it's in a file. I reluctantly gave her my ID and cell number again.

She then called me several times after that, informing me she has escalated the matter because my policy is still not reflecting. She escalated to mccqueries@oldmutual. com Ref number MCCQ***. Tumi also requested I approve a link to gain access to my profile. Link copied below: Dear M Samuel, Please click https://www.astutefse.com/online/Mobile/ClientAcceptance?id=52ea7b71-5a15-450a-ad17-574d3f3595ce to approve or decline consent for Nqobile Tshabalala to obtain your financial information details from Astute. DO NOT REPLY TO THIS SMS.

I did not approve this link, as I have many policies with Old Mutual and I was never asked this. Even when taking out this Life policy, so why did I need to do it now. It seemed like a ****. I was then asked for my bank statement again to verify your reference on my statement. Even though I gave this to Tumi. I did not hear anything after that.

On 29 January, I went to Old Mutual Southgate branch because I was not being assisted at The Glen. I was asssited by Nomthandazo, (Who assisted me. She really tried and I am grateful to have spoken to her) who also could not pick up the policy. She then asked her colleague, Thabo who confirmed there is a policy and it should be updated on your system. Nomthandazo advised I should call the call Centre as they would be able to asssit and send me documents to complete in order to add a beneficiary. I did not do this because I have wasted a lot of my time on Old Mutual with no results.

On 1 February, I received a call from Tumi. Informing me, that she still can't pick up the policy and she thinks I took it out with Iwyze. She advised I should speak to Iwyze and resolve this, pushing the buck.

1. It's been 7 months, with premiums going off but I don't have a policy. 2. What happens if I pass away??? I cannot argue because I will be dead. Old mutual will just have no records of this policy. 3. My partner and I opened these policies together, on the same day, with the same person, at the same branch. My partner has a policy but I don't? 4. I walked into an Old Mutual branch to open an Old Mutual policy but I am told I have an Iwyze policy. Makes no sense. 5. My policy documents do not mention Iwyze. 6. Do I have a life policy or not. 7. If not my premiums must be refunded. 8. If this is not resolved within your stipulated time frame, I will lodge a complaint with the Ombudsman. 9. Please explain how I have policy documents without having a policy.

I have many policies with Old Mutual. I was referred to Old Mutual by a family member due to the good service they received. After this experience, I am contemplating canceling all my policies and so will my family members because Old Mutual is loosing its dignity and operating like a ****.