1 reviews | Active since Apr 2022
Poor client services
I wrote an email surrendering an investment I had with Metropolitan on 17 January 2022. I called them to make a follow up on the email and I was instructed to send a copy of my ID, a bank statement and a divorce decree. I then received a message to send an annexure attached to a divorce decree.
After consulting with my attorney, he advised me to attach the divorce summons because there were no annexures attached to the divorce decree. I emailed summons as instructed. I called again the Metropolitan office to explain that I sent the divorce summons but they insisted that they wanted the annexure B and not the summons. Yesterday, 1 April 2022 my attorney and I were in court in Ladysmith where the divorce took place. The lady at the divorce court informed us that there were no annexures nor exhibits attached to our divorce because we do not have minors and nor settlement agreements, hence she had no idea about neither annexure B nor any other annexures, in other words they did not know what Metropolitan was looking for. When I ask any Metropolitan consultant to explain what this annexure B consists of, nobody seems to know.
I am standing here, I am stuck with this investment, I don’t know what I have to do. I called the office again yesterday and talked to a lady by the name of Megan and requested her to talk to my attorney as well. They talked until she hung up our call with the matter remaining unresolved. Megan was very impolite with us. I called again after Megan hung up and found another lady who I requested to call back because I was almost off airtime. She asked for my name and number but failed to give me her name upon request and neither did she return the call.
I am very disappointed in the service received at Metropolitan and failure to resolve this matter I am reporting it to Ombudsman especially because I do not understand what they are looking for.
We acknowledge receipt of your complaint on HelloPeter.
We are sorry to learn of the difficulties with surrendering your plan.
According the the Matrimonial Act, a policy may form part of a married couple's joint estate. When the parties divorce, it may form part of the settlement agreement reached by the two parties.
Annexure B is usually the agreement reached by the two parties, where the court order formalizes the agreement between the parties and where it is indicated how assets under the joint estate is to be divided - i.e. this is where it would be stipulated if your ex-husband may be entitled to any part of this policy or not.
If it was and we surrender a policy which is part of a joint estate - we need to ensure that we uphold the stipulations of the divorce decree/court order when paying the surrender claim proceeds.
One of our Client Care Assessors will look into the matter and revert back to you as soon as possible as to how this pertains to your specific plan.
Regards
Client Care Team
We acknowledge receipt of your complaint on HelloPeter.
We are sorry to learn of the difficulties with surrendering your plan.
According the the Matrimonial Act, a policy may form part of a married couple's joint estate. When the parties divorce, it may form part of the settlement agreement reached by the two parties.
Annexure B is usually the agreement reached by the two parties, where the court order formalizes the agreement between the parties and where it is indicated how assets under the joint estate is to be divided - i.e. this is where it would be stipulated if your ex-husband may be entitled to any part of this policy or not.
If it was and we surrender a policy which is part of a joint estate - we need to ensure that we uphold the stipulations of the divorce decree/court order when paying the surrender claim proceeds.
One of our Client Care Assessors will look into the matter and revert back to you as soon as possible as to how this pertains to your specific plan.
Regards
Client Care Team