7 Days - No Reply - No feedback from Call Centre - Holding on in excess of 30 min at a time for calls to be answered

Good day,

I requested a surrender on a long term investment. Completed all the documentation and submitted to an e-mail address provided to me. Bear in mind this was done after spending 3 different phone calls, all whilst holding on in excess of 30 min at a time.

7 days has passed since the submission of documents, with no feedback.

I contacted Old Mutual after this 7 days, again holding for 25 min before the call was answered, only to inform me that I need to update my residential address.

So in 7 days nobody was able to assist me with resolving the query, and no one was able to provide me with assistance.

Only after explaining my dismay today, a friendly lady from Old Mutual said that she will personally address the issue as soon as possible. So I will hold thumbs and wish for the best...

This experience will unfortunately cause me to sever all ties with Old Mutual. I will move my investments to a different fund manager / broker as soon as possible.

Kind Regards,