An absolute nightmare to deal with

I regret having to inflict brand damage but Old Mutual are ignoring my pleas for service.

I need to express my dissatisfaction with the service I have received from Old Mutual regarding the transfer of my pension fund. Since starting my new job, the process has been extremely frustrating and inefficient.

My previous employer's financial services consultant initially contacted Old Mutual on February 28th to initiate the transfer. However, the consultants at Old Mutual have consistently created obstacles that have delayed the process. These include:

1. Asking one question at a time instead of providing all requirements upfront. 2. Using company jargon without explaining it, assuming it is common knowledge. 3. Repeating jargon without clarifying the process. 4. Referring to previous emails without providing clear instructions.

Due to the consultant's frustration, I was asked to intervene. On March 11th at 11:03 AM, I called Old Mutual to inquire about the transfer process. I followed the instructions provided and informed the consultants via email accordingly.

It has now been almost a week since I pointed out that I followed the process as directed by an Old Mutual employee. Unfortunately, Old Mutual has since ignored my requests for service.

If this is the level of service I can expect at the initial engagement, what challenges will I face upon retirement? Is it standard practice in the industry to ignore service requests for something as critical as retirement funding?

I have archived conversations and call recordings to support my statements. I expect to be contacted by an Old Mutual employee to address my complaint and ensure the successful transfer of my pension fund by an Old Mutual representative.

Failure to resolve this matter will leave me with no option but to seek recourse from the FAIS Ombudsman.

I look forward to your prompt response.