HP
Harold P
1 reviews | Active since Jun 2012
17 Nov 2025, 10:39
Annoyed and disappointed
Good day...
On the 27th October 2025, I visited your branch here at the Phoenix Plaza wishing to make a withdrawal on one of my policies wich had matured. I was told that a withdrawal could be done on the app, to which I asked the lady assisting me (Puseletso) to go ahead and use my phone to do so. She did so and even created an old mutual bank account to transfer my points into.
The next day, the 28th October 2025 I received an email with an attachment document for "collection of outstanding information."
Because most of the questions seemed like they were aimed at foreign nationals, I didn't trust it, so I filled it out, and before sending it, I went with it to your branch to confirm it's authenticity. The same lady assisted me and we sent it.
On the 7th of November 2025, I received another SMS from old mutual asking me for the same document to he sent, collecting of outstanding information...
I was annoyed and went back to your branch in the plaza and the same lady Puseletso, was there, and she was surprised because on the system it showed that the document was received. Because she was busy with someone, she sent me no another assistant a guy and I sent the information again... and he said that he would escalate the matter with his manager the next day.
On the 10th November 2025 I sent an email to Puseletso reminding her to ask her manager to send an escalatory letter on my behalf as I still haven't received any payment... but I had no answer.
And on the 11th November I received a letter asking for "... the ID documents and banking details of the contracting parties... " which I promptly sent. But this is absolutely ridiculous and annoying as all this information could have been requested on the onset. I urgently need this money and it seems Old Mutual knows better than I do and that I dont need it as a matter of urgency... and Im feeling the arrogance for this company.
Today I went to your branch again to find out when will I get paid and they couldn't tell me... this incompetence from Old Mutual has hit me in the face... but alas ... we have social media... and hello Peter... it's seems insurance companies seem to understand only this language.
You've asked me which policy am I referring to... kindly go though the screen shots because I have a few policies with your company and you can consult your paper trail. Im sure that you can take some time to investigate and at least try help unlike those that are supposed to look at their screens and see what's been submitted.
Today 17th November 2025, I called the company and spoke to a lady named Zukiswa. I asked her how it normally takes for a disinvestment or withdrawal from Old Mutual and she said normally 5 days. I told her that it's taken 4 weeks already and Im still yet to get my money.She said sorry, and she will escalate...
Very disappointed
Thanks
Helpful (0)
Replies (6)0
Replies (6)
Old Mutual's replyOfficial
17 Nov 2025, 11:15Good day Harold,
We acknowledge receipt of your review and extend our sincere apologies for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Regards
Old Mutual Complaints Management
We acknowledge receipt of your review and extend our sincere apologies for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Regards
Old Mutual Complaints Management
Old Mutual's reply17 Nov 2025, 11:15
Official
Good day Harold,
We acknowledge receipt of your review and extend our sincere apologies for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Regards
Old Mutual Complaints Management
We acknowledge receipt of your review and extend our sincere apologies for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Regards
Old Mutual Complaints Management
HP
Harold P's updateReviewer Update
17 Nov 2025, 14:33It's amazing that suddenly the matter will be investigated. Why does one have to take these steps before this company lifts a finger ... I will await the solutio. And update the public regarding my issue. And Im sick and tired of we apologise... it's time to show how sorry you are, as there are always repercussions when companies behave this way, remember MOMENTUM,.. not so long ago...suddenly I will receive my money within 3 - 5 working days... but a month ago I started this process... and the person assigned to investigate will get back to me in 2 to 3 days ... let me see how sorry Old Mutual is for causing this embarrassment and pain. As this money was required for something ... urgent
HP
Harold P's update17 Nov 2025, 14:33
Reviewer Update
It's amazing that suddenly the matter will be investigated. Why does one have to take these steps before this company lifts a finger ... I will await the solutio. And update the public regarding my issue. And Im sick and tired of we apologise... it's time to show how sorry you are, as there are always repercussions when companies behave this way, remember MOMENTUM,.. not so long ago...suddenly I will receive my money within 3 - 5 working days... but a month ago I started this process... and the person assigned to investigate will get back to me in 2 to 3 days ... let me see how sorry Old Mutual is for causing this embarrassment and pain. As this money was required for something ... urgent
Old Mutual's replyOfficial
17 Nov 2025, 15:15Thank you for your latest message. Our team will provide you with feedback via email.
Thank you for your patience.
Regards,
Old Mutual Complaints Management
Thank you for your patience.
Regards,
Old Mutual Complaints Management
Old Mutual's reply17 Nov 2025, 15:15
Official
Thank you for your latest message. Our team will provide you with feedback via email.
Thank you for your patience.
Regards,
Old Mutual Complaints Management
Thank you for your patience.
Regards,
Old Mutual Complaints Management
HP
Harold P's updateReviewer Update
18 Nov 2025, 05:04------- Original message --------
From: Customer Complaints Feedback <***>
Date: 2025/11/17 16:35 (GMT+02:00)
To: MR CHD PATON <***>
Subject: RE: HELLOPER - ***6 CED*** Harold Paton - Ref. [OLCMAN***1] (--OCM***8--)
Dear Mr. Paton,
I acknowledge receipt of your Hellopeter review
***
***
Thank you for your patience while we worked on your request. We sincerely apologize for the delays and understand how frustrating this has been.
Previous Communications sent via email to you requesting o/s requirements:
1. 28/10/2025: We requested the FATCA and AML forms for compliance purposes to proceed with your payout.
2. 11/11/2025: We requested the ID and banking details of both contracting parties.
We acknowledge that these requirements should have been requested upfront on 28/10/2025 to avoid unnecessary delays.
What caused the delay?
Your request was submitted on 27 October 2025, but the automated process could not complete the transaction because the disbur*****t payment method was missing. This required manual intervention.
Later, the transaction was rejected due to an incorrect date, which had to be corrected before processing. These issues, combined with the time taken to receive and validate the compliance documents, caused the turnaround time to exceed the standard 9 business days.
Current status:
Your policy is now in pricing, which is the final step before payment is released.
Pricing is the process where we calculate the final value of your investment based on the latest market prices and apply any relevant charges or adjustments. This ensures you receive the correct amount.
Pricing typically takes 3-5 business days, after which the payment will be released to your bank account. You should receive your funds within 3-5 working days after pricing is completed.
We are monitoring your case closely and will confirm once the payment has been finalized. Thank you for giving us the opportunity to resolve this matter.
Kind regards
I acknowledge receipt of your Hellopeter review
***
***
Thank you for your patience while we worked on your request. We sincerely apologize for the delays and understand how frustrating this has been.
Previous Communications sent via email to you requesting o/s requirements:
1. 28/10/2025: We requested the FATCA and AML forms for compliance purposes to proceed with your payout.
2. 11/11/2025: We requested the ID and banking details of both contracting parties.
We acknowledge that these requirements should have been requested upfront on 28/10/2025 to avoid unnecessary delays.
What caused the delay?
Your request was submitted on 27 October 2025, but the automated process could not complete the transaction because the disbur*****t payment method was missing. This required manual intervention.
Later, the transaction was rejected due to an incorrect date, which had to be corrected before processing. These issues, combined with the time taken to receive and validate the compliance documents, caused the turnaround time to exceed the standard 9 business days.
Current status:
Your policy is now in pricing, which is the final step before payment is released.
Pricing is the process where we calculate the final value of your investment based on the latest market prices and apply any relevant charges or adjustments. This ensures you receive the correct amount.
Pricing typically takes 3-5 business days, after which the payment will be released to your bank account. You should receive your funds within 3-5 working days after pricing is completed.
We are monitoring your case closely and will confirm once the payment has been finalized. Thank you for giving us the opportunity to resolve this matter.
Kind regards
Shannon WentzelComplaints Specialist I OML Customer Complaints
Mutualpark, Pinelands
T. +27 (0)21 *** I E. *** I R. --OCM***8--
This response is lackluster at best at best. here I am sitting at 03:51 am today mulling over Old Mutual response, and getting more irritated.
You are saying that previous communication was sent to me via email requesting o/s documents.
This is annoying because old mutual has sent both emails and sms request, and I have access to both, my issue is that initially, Old Mutual s request for information shoukd have been done from the outset. but also they requested the same document twice at different times, meaning that the process was delayed again... this prompted me into sending all my email correspondence to the above email dress yesterday... and will make that available publicly. It seems at Old Mutual, their systems are not checked and confirmed before engaging with their consumers, i.e one hand doesn't know what the other is doing
Again, this lack of attentiveness is shown in the quick Summary above of the "Audit trail " of information request from Old Mutual, point 1. and point 2. above. Between the 28th October and the 11th November, an SMS was sent to me on the 7th of November saying "OLd Mutual. To finalize your request, Submit the outstanding requirements as requested on 31/10/2025. you can submit documents via email ***, quote ref CED***..."
This sms annoyed me so much in that I had already sent the information on the 29th October AT THE OLD MUTUAL OFFICE, WHILE BEING ASSISTED BY OLD MUTUAL AGENT. I took a sscreenshot of this sms and went back to the branch to find out why is OLD mutual asking for the same information as it will delay my claim. i also wrote an email to the above adress attached the same screenshot asking them what more do they want from me as the informastion was with them., At the branch, it showed that the documents sent on the 29th were indeed received... and the consultants said they don't understand why they were being requested again but except to delay the process... so Shannon Wentzel... please get your facts right, Old Mutual contacted me 3 times, asking for documents THEY COULD HAVE REQUESTED FROM THE OUTSET.
ON the 27th the automated process could not complete the transaction because the disbursment payment method was missing. Again THIS IS YOUR SYSTEM, AS THE PUBLIC WE INTERACT WITH YOU AND YOU INTERFACE WITH YOUR SYSTEM which AS YOU SAY HAS MISSING DISBURSMENT PAYMENT METHOD. This incompetence is beyond unbelievable. And I guess we apologise is what will be said... without realizing that people come to your offices to join the queues, NOT BECAUSE ITS FUN OR WE HAVE NOTHING ELSE TO DO, but to get money that we've beem saving or investing for rainy days... but when such days come, it seems OLD MUTUAL is the one that stands in a way of cusioning such blows
later that day, the transaction was rejected due to an incorrect date, which had to be corrected before processing.... AGAIN INCOMPETENCE, OLD MUTUAL CREATED THIS SYSTEM ON WHICH YOUR TEAM OF CONSULTANTS DEPEND TO HELP US, YOUR CLIENTS, and to just state that the transaction was rejected due to an incorrect date SMACKS OF ARROGANCE.
So again for Old Mutual to behave as if they are doing us a favour when processing our claims is the same arrogance that we feel when we deal with the goverment departments when we demand a service that we pay for but instead get the usual system offline excuse.
So Shannon, a GENUINE APOLOGY is given when someone understands that they have wronged someone else, and from communication 101, and giving such apology and following it with a BUT, negates this apology, leading to frustration, which is where I am right now. You know your Systems. You should know what information is required from your client when a claim arises, Piecemeal requests of information is similar to interacting with the Department of Home affairs where you go there, join the queue, present what you came for, and they ask for something else... you then make time go there the next day, only for them to tell you they also need something more.
AND PLEASE LOSE THE ARROGANCE OTHERWISE YOU WILL LOSE CLIENTS, AND REMEMBER YOU ARE NOT THE ONLY COMPANY IN THIS INSURANCE SPACE
Mutualpark, Pinelands
T. +27 (0)21 *** I E. *** I R. --OCM***8--
This response is lackluster at best at best. here I am sitting at 03:51 am today mulling over Old Mutual response, and getting more irritated.
You are saying that previous communication was sent to me via email requesting o/s documents.
This is annoying because old mutual has sent both emails and sms request, and I have access to both, my issue is that initially, Old Mutual s request for information shoukd have been done from the outset. but also they requested the same document twice at different times, meaning that the process was delayed again... this prompted me into sending all my email correspondence to the above email dress yesterday... and will make that available publicly. It seems at Old Mutual, their systems are not checked and confirmed before engaging with their consumers, i.e one hand doesn't know what the other is doing
Again, this lack of attentiveness is shown in the quick Summary above of the "Audit trail " of information request from Old Mutual, point 1. and point 2. above. Between the 28th October and the 11th November, an SMS was sent to me on the 7th of November saying "OLd Mutual. To finalize your request, Submit the outstanding requirements as requested on 31/10/2025. you can submit documents via email ***, quote ref CED***..."
This sms annoyed me so much in that I had already sent the information on the 29th October AT THE OLD MUTUAL OFFICE, WHILE BEING ASSISTED BY OLD MUTUAL AGENT. I took a sscreenshot of this sms and went back to the branch to find out why is OLD mutual asking for the same information as it will delay my claim. i also wrote an email to the above adress attached the same screenshot asking them what more do they want from me as the informastion was with them., At the branch, it showed that the documents sent on the 29th were indeed received... and the consultants said they don't understand why they were being requested again but except to delay the process... so Shannon Wentzel... please get your facts right, Old Mutual contacted me 3 times, asking for documents THEY COULD HAVE REQUESTED FROM THE OUTSET.
ON the 27th the automated process could not complete the transaction because the disbursment payment method was missing. Again THIS IS YOUR SYSTEM, AS THE PUBLIC WE INTERACT WITH YOU AND YOU INTERFACE WITH YOUR SYSTEM which AS YOU SAY HAS MISSING DISBURSMENT PAYMENT METHOD. This incompetence is beyond unbelievable. And I guess we apologise is what will be said... without realizing that people come to your offices to join the queues, NOT BECAUSE ITS FUN OR WE HAVE NOTHING ELSE TO DO, but to get money that we've beem saving or investing for rainy days... but when such days come, it seems OLD MUTUAL is the one that stands in a way of cusioning such blows
later that day, the transaction was rejected due to an incorrect date, which had to be corrected before processing.... AGAIN INCOMPETENCE, OLD MUTUAL CREATED THIS SYSTEM ON WHICH YOUR TEAM OF CONSULTANTS DEPEND TO HELP US, YOUR CLIENTS, and to just state that the transaction was rejected due to an incorrect date SMACKS OF ARROGANCE.
So again for Old Mutual to behave as if they are doing us a favour when processing our claims is the same arrogance that we feel when we deal with the goverment departments when we demand a service that we pay for but instead get the usual system offline excuse.
So Shannon, a GENUINE APOLOGY is given when someone understands that they have wronged someone else, and from communication 101, and giving such apology and following it with a BUT, negates this apology, leading to frustration, which is where I am right now. You know your Systems. You should know what information is required from your client when a claim arises, Piecemeal requests of information is similar to interacting with the Department of Home affairs where you go there, join the queue, present what you came for, and they ask for something else... you then make time go there the next day, only for them to tell you they also need something more.
AND PLEASE LOSE THE ARROGANCE OTHERWISE YOU WILL LOSE CLIENTS, AND REMEMBER YOU ARE NOT THE ONLY COMPANY IN THIS INSURANCE SPACE
HP
Harold P's update18 Nov 2025, 05:04
Reviewer Update
------- Original message --------
From: Customer Complaints Feedback <***>
Date: 2025/11/17 16:35 (GMT+02:00)
To: MR CHD PATON <***>
Subject: RE: HELLOPER - ***6 CED*** Harold Paton - Ref. [OLCMAN***1] (--OCM***8--)
Dear Mr. Paton,
I acknowledge receipt of your Hellopeter review
***
***
Thank you for your patience while we worked on your request. We sincerely apologize for the delays and understand how frustrating this has been.
Previous Communications sent via email to you requesting o/s requirements:
1. 28/10/2025: We requested the FATCA and AML forms for compliance purposes to proceed with your payout.
2. 11/11/2025: We requested the ID and banking details of both contracting parties.
We acknowledge that these requirements should have been requested upfront on 28/10/2025 to avoid unnecessary delays.
What caused the delay?
Your request was submitted on 27 October 2025, but the automated process could not complete the transaction because the disbur*****t payment method was missing. This required manual intervention.
Later, the transaction was rejected due to an incorrect date, which had to be corrected before processing. These issues, combined with the time taken to receive and validate the compliance documents, caused the turnaround time to exceed the standard 9 business days.
Current status:
Your policy is now in pricing, which is the final step before payment is released.
Pricing is the process where we calculate the final value of your investment based on the latest market prices and apply any relevant charges or adjustments. This ensures you receive the correct amount.
Pricing typically takes 3-5 business days, after which the payment will be released to your bank account. You should receive your funds within 3-5 working days after pricing is completed.
We are monitoring your case closely and will confirm once the payment has been finalized. Thank you for giving us the opportunity to resolve this matter.
Kind regards
I acknowledge receipt of your Hellopeter review
***
***
Thank you for your patience while we worked on your request. We sincerely apologize for the delays and understand how frustrating this has been.
Previous Communications sent via email to you requesting o/s requirements:
1. 28/10/2025: We requested the FATCA and AML forms for compliance purposes to proceed with your payout.
2. 11/11/2025: We requested the ID and banking details of both contracting parties.
We acknowledge that these requirements should have been requested upfront on 28/10/2025 to avoid unnecessary delays.
What caused the delay?
Your request was submitted on 27 October 2025, but the automated process could not complete the transaction because the disbur*****t payment method was missing. This required manual intervention.
Later, the transaction was rejected due to an incorrect date, which had to be corrected before processing. These issues, combined with the time taken to receive and validate the compliance documents, caused the turnaround time to exceed the standard 9 business days.
Current status:
Your policy is now in pricing, which is the final step before payment is released.
Pricing is the process where we calculate the final value of your investment based on the latest market prices and apply any relevant charges or adjustments. This ensures you receive the correct amount.
Pricing typically takes 3-5 business days, after which the payment will be released to your bank account. You should receive your funds within 3-5 working days after pricing is completed.
We are monitoring your case closely and will confirm once the payment has been finalized. Thank you for giving us the opportunity to resolve this matter.
Kind regards
Shannon WentzelComplaints Specialist I OML Customer Complaints
Mutualpark, Pinelands
T. +27 (0)21 *** I E. *** I R. --OCM***8--
This response is lackluster at best at best. here I am sitting at 03:51 am today mulling over Old Mutual response, and getting more irritated.
You are saying that previous communication was sent to me via email requesting o/s documents.
This is annoying because old mutual has sent both emails and sms request, and I have access to both, my issue is that initially, Old Mutual s request for information shoukd have been done from the outset. but also they requested the same document twice at different times, meaning that the process was delayed again... this prompted me into sending all my email correspondence to the above email dress yesterday... and will make that available publicly. It seems at Old Mutual, their systems are not checked and confirmed before engaging with their consumers, i.e one hand doesn't know what the other is doing
Again, this lack of attentiveness is shown in the quick Summary above of the "Audit trail " of information request from Old Mutual, point 1. and point 2. above. Between the 28th October and the 11th November, an SMS was sent to me on the 7th of November saying "OLd Mutual. To finalize your request, Submit the outstanding requirements as requested on 31/10/2025. you can submit documents via email ***, quote ref CED***..."
This sms annoyed me so much in that I had already sent the information on the 29th October AT THE OLD MUTUAL OFFICE, WHILE BEING ASSISTED BY OLD MUTUAL AGENT. I took a sscreenshot of this sms and went back to the branch to find out why is OLD mutual asking for the same information as it will delay my claim. i also wrote an email to the above adress attached the same screenshot asking them what more do they want from me as the informastion was with them., At the branch, it showed that the documents sent on the 29th were indeed received... and the consultants said they don't understand why they were being requested again but except to delay the process... so Shannon Wentzel... please get your facts right, Old Mutual contacted me 3 times, asking for documents THEY COULD HAVE REQUESTED FROM THE OUTSET.
ON the 27th the automated process could not complete the transaction because the disbursment payment method was missing. Again THIS IS YOUR SYSTEM, AS THE PUBLIC WE INTERACT WITH YOU AND YOU INTERFACE WITH YOUR SYSTEM which AS YOU SAY HAS MISSING DISBURSMENT PAYMENT METHOD. This incompetence is beyond unbelievable. And I guess we apologise is what will be said... without realizing that people come to your offices to join the queues, NOT BECAUSE ITS FUN OR WE HAVE NOTHING ELSE TO DO, but to get money that we've beem saving or investing for rainy days... but when such days come, it seems OLD MUTUAL is the one that stands in a way of cusioning such blows
later that day, the transaction was rejected due to an incorrect date, which had to be corrected before processing.... AGAIN INCOMPETENCE, OLD MUTUAL CREATED THIS SYSTEM ON WHICH YOUR TEAM OF CONSULTANTS DEPEND TO HELP US, YOUR CLIENTS, and to just state that the transaction was rejected due to an incorrect date SMACKS OF ARROGANCE.
So again for Old Mutual to behave as if they are doing us a favour when processing our claims is the same arrogance that we feel when we deal with the goverment departments when we demand a service that we pay for but instead get the usual system offline excuse.
So Shannon, a GENUINE APOLOGY is given when someone understands that they have wronged someone else, and from communication 101, and giving such apology and following it with a BUT, negates this apology, leading to frustration, which is where I am right now. You know your Systems. You should know what information is required from your client when a claim arises, Piecemeal requests of information is similar to interacting with the Department of Home affairs where you go there, join the queue, present what you came for, and they ask for something else... you then make time go there the next day, only for them to tell you they also need something more.
AND PLEASE LOSE THE ARROGANCE OTHERWISE YOU WILL LOSE CLIENTS, AND REMEMBER YOU ARE NOT THE ONLY COMPANY IN THIS INSURANCE SPACE
Mutualpark, Pinelands
T. +27 (0)21 *** I E. *** I R. --OCM***8--
This response is lackluster at best at best. here I am sitting at 03:51 am today mulling over Old Mutual response, and getting more irritated.
You are saying that previous communication was sent to me via email requesting o/s documents.
This is annoying because old mutual has sent both emails and sms request, and I have access to both, my issue is that initially, Old Mutual s request for information shoukd have been done from the outset. but also they requested the same document twice at different times, meaning that the process was delayed again... this prompted me into sending all my email correspondence to the above email dress yesterday... and will make that available publicly. It seems at Old Mutual, their systems are not checked and confirmed before engaging with their consumers, i.e one hand doesn't know what the other is doing
Again, this lack of attentiveness is shown in the quick Summary above of the "Audit trail " of information request from Old Mutual, point 1. and point 2. above. Between the 28th October and the 11th November, an SMS was sent to me on the 7th of November saying "OLd Mutual. To finalize your request, Submit the outstanding requirements as requested on 31/10/2025. you can submit documents via email ***, quote ref CED***..."
This sms annoyed me so much in that I had already sent the information on the 29th October AT THE OLD MUTUAL OFFICE, WHILE BEING ASSISTED BY OLD MUTUAL AGENT. I took a sscreenshot of this sms and went back to the branch to find out why is OLD mutual asking for the same information as it will delay my claim. i also wrote an email to the above adress attached the same screenshot asking them what more do they want from me as the informastion was with them., At the branch, it showed that the documents sent on the 29th were indeed received... and the consultants said they don't understand why they were being requested again but except to delay the process... so Shannon Wentzel... please get your facts right, Old Mutual contacted me 3 times, asking for documents THEY COULD HAVE REQUESTED FROM THE OUTSET.
ON the 27th the automated process could not complete the transaction because the disbursment payment method was missing. Again THIS IS YOUR SYSTEM, AS THE PUBLIC WE INTERACT WITH YOU AND YOU INTERFACE WITH YOUR SYSTEM which AS YOU SAY HAS MISSING DISBURSMENT PAYMENT METHOD. This incompetence is beyond unbelievable. And I guess we apologise is what will be said... without realizing that people come to your offices to join the queues, NOT BECAUSE ITS FUN OR WE HAVE NOTHING ELSE TO DO, but to get money that we've beem saving or investing for rainy days... but when such days come, it seems OLD MUTUAL is the one that stands in a way of cusioning such blows
later that day, the transaction was rejected due to an incorrect date, which had to be corrected before processing.... AGAIN INCOMPETENCE, OLD MUTUAL CREATED THIS SYSTEM ON WHICH YOUR TEAM OF CONSULTANTS DEPEND TO HELP US, YOUR CLIENTS, and to just state that the transaction was rejected due to an incorrect date SMACKS OF ARROGANCE.
So again for Old Mutual to behave as if they are doing us a favour when processing our claims is the same arrogance that we feel when we deal with the goverment departments when we demand a service that we pay for but instead get the usual system offline excuse.
So Shannon, a GENUINE APOLOGY is given when someone understands that they have wronged someone else, and from communication 101, and giving such apology and following it with a BUT, negates this apology, leading to frustration, which is where I am right now. You know your Systems. You should know what information is required from your client when a claim arises, Piecemeal requests of information is similar to interacting with the Department of Home affairs where you go there, join the queue, present what you came for, and they ask for something else... you then make time go there the next day, only for them to tell you they also need something more.
AND PLEASE LOSE THE ARROGANCE OTHERWISE YOU WILL LOSE CLIENTS, AND REMEMBER YOU ARE NOT THE ONLY COMPANY IN THIS INSURANCE SPACE
HP
Harold P's updateReviewer Update
18 Nov 2025, 05:06------- Original message --------
From: Customer Complaints Feedback <***********>
Date: 2025/11/17 16:35 (GMT+02:00)
To: MR CHD PATON <***********>
Subject: RE: HELLOPER - **********6 CED**********66 Harold Paton - Ref. [OLCMAN**********1] (--OCM**********8--)
Dear Mr. Paton,
I acknowledge receipt of your Hellopeter review
REF: CED**********66
Policy: **********6
Thank you for your patience while we worked on your request. We sincerely apologize for the delays and understand how frustrating this has been.
Previous Communications sent via email to you requesting o/s requirements:
1. 28/10/2025: We requested the FATCA and AML forms for compliance purposes to proceed with your payout.
2. 11/11/2025: We requested the ID and banking details of both contracting parties.
We acknowledge that these requirements should have been requested upfront on 28/10/2025 to avoid unnecessary delays.
What caused the delay?
Your request was submitted on 27 October 2025, but the automated process could not complete the transaction because the disbur*****t payment method was missing. This required manual intervention.
Later, the transaction was rejected due to an incorrect date, which had to be corrected before processing. These issues, combined with the time taken to receive and validate the compliance documents, caused the turnaround time to exceed the standard 9 business days.
Current status:
Your policy is now in pricing, which is the final step before payment is released.
Pricing is the process where we calculate the final value of your investment based on the latest market prices and apply any relevant charges or adjustments. This ensures you receive the correct amount.
Pricing typically takes 3-5 business days, after which the payment will be released to your bank account. You should receive your funds within 3-5 working days after pricing is completed.
We are monitoring your case closely and will confirm once the payment has been finalized. Thank you for giving us the opportunity to resolve this matter.
Kind regards
I acknowledge receipt of your Hellopeter review
REF: CED**********66
Policy: **********6
Thank you for your patience while we worked on your request. We sincerely apologize for the delays and understand how frustrating this has been.
Previous Communications sent via email to you requesting o/s requirements:
1. 28/10/2025: We requested the FATCA and AML forms for compliance purposes to proceed with your payout.
2. 11/11/2025: We requested the ID and banking details of both contracting parties.
We acknowledge that these requirements should have been requested upfront on 28/10/2025 to avoid unnecessary delays.
What caused the delay?
Your request was submitted on 27 October 2025, but the automated process could not complete the transaction because the disbur*****t payment method was missing. This required manual intervention.
Later, the transaction was rejected due to an incorrect date, which had to be corrected before processing. These issues, combined with the time taken to receive and validate the compliance documents, caused the turnaround time to exceed the standard 9 business days.
Current status:
Your policy is now in pricing, which is the final step before payment is released.
Pricing is the process where we calculate the final value of your investment based on the latest market prices and apply any relevant charges or adjustments. This ensures you receive the correct amount.
Pricing typically takes 3-5 business days, after which the payment will be released to your bank account. You should receive your funds within 3-5 working days after pricing is completed.
We are monitoring your case closely and will confirm once the payment has been finalized. Thank you for giving us the opportunity to resolve this matter.
Kind regards
Shannon WentzelComplaints Specialist I OML Customer Complaints
Mutualpark, Pinelands
T. +27 (0)21 ********** I E. *********** I R. --OCM**********8--
This response is lackluster at best at best. here I am sitting at 03:51 am today mulling over Old Mutual response, and getting more irritated.
You are saying that previous communication was sent to me via email requesting o/s documents.
This is annoying because old mutual has sent both emails and sms request, and I have access to both, my issue is that initially, Old Mutual s request for information shoukd have been done from the outset. but also they requested the same document twice at different times, meaning that the process was delayed again... this prompted me into sending all my email correspondence to the above email dress yesterday... and will make that available publicly. It seems at Old Mutual, their systems are not checked and confirmed before engaging with their consumers, i.e one hand doesn't know what the other is doing
Again, this lack of attentiveness is shown in the quick Summary above of the "Audit trail " of information request from Old Mutual, point 1. and point 2. above. Between the 28th October and the 11th November, an SMS was sent to me on the 7th of November saying "OLd Mutual. To finalize your request, Submit the outstanding requirements as requested on 31/10/2025. you can submit documents via email ***********, quote ref CED**********66..."
This sms annoyed me so much in that I had already sent the information on the 29th October AT THE OLD MUTUAL OFFICE, WHILE BEING ASSISTED BY OLD MUTUAL AGENT. I took a sscreenshot of this sms and went back to the branch to find out why is OLD mutual asking for the same information as it will delay my claim. i also wrote an email to the above adress attached the same screenshot asking them what more do they want from me as the informastion was with them., At the branch, it showed that the documents sent on the 29th were indeed received... and the consultants said they don't understand why they were being requested again but except to delay the process... so Shannon Wentzel... please get your facts right, Old Mutual contacted me 3 times, asking for documents THEY COULD HAVE REQUESTED FROM THE OUTSET.
ON the 27th the automated process could not complete the transaction because the disbursment payment method was missing. Again THIS IS YOUR SYSTEM, AS THE PUBLIC WE INTERACT WITH YOU AND YOU INTERFACE WITH YOUR SYSTEM which AS YOU SAY HAS MISSING DISBURSMENT PAYMENT METHOD. This incompetence is beyond unbelievable. And I guess we apologise is what will be said... without realizing that people come to your offices to join the queues, NOT BECAUSE ITS FUN OR WE HAVE NOTHING ELSE TO DO, but to get money that we've beem saving or investing for rainy days... but when such days come, it seems OLD MUTUAL is the one that stands in a way of cusioning such blows
later that day, the transaction was rejected due to an incorrect date, which had to be corrected before processing.... AGAIN INCOMPETENCE, OLD MUTUAL CREATED THIS SYSTEM ON WHICH YOUR TEAM OF CONSULTANTS DEPEND TO HELP US, YOUR CLIENTS, and to just state that the transaction was rejected due to an incorrect date SMACKS OF ARROGANCE.
So again for Old Mutual to behave as if they are doing us a favour when processing our claims is the same arrogance that we feel when we deal with the goverment departments when we demand a service that we pay for but instead get the usual system offline excuse.
So Shannon, a GENUINE APOLOGY is given when someone understands that they have wronged someone else, and from communication 101, and giving such apology and following it with a BUT, negates this apology, leading to frustration, which is where I am right now. You know your Systems. You should know what information is required from your client when a claim arises, Piecemeal requests of information is similar to interacting with the Department of Home affairs where you go there, join the queue, present what you came for, and they ask for something else... you then make time go there the next day, only for them to tell you they also need something more.
AND PLEASE LOSE THE ARROGANCE OTHERWISE YOU WILL LOSE CLIENTS, AND REMEMBER YOU ARE NOT THE ONLY COMPANY IN THIS INSURANCE SPACE
Mutualpark, Pinelands
T. +27 (0)21 ********** I E. *********** I R. --OCM**********8--
This response is lackluster at best at best. here I am sitting at 03:51 am today mulling over Old Mutual response, and getting more irritated.
You are saying that previous communication was sent to me via email requesting o/s documents.
This is annoying because old mutual has sent both emails and sms request, and I have access to both, my issue is that initially, Old Mutual s request for information shoukd have been done from the outset. but also they requested the same document twice at different times, meaning that the process was delayed again... this prompted me into sending all my email correspondence to the above email dress yesterday... and will make that available publicly. It seems at Old Mutual, their systems are not checked and confirmed before engaging with their consumers, i.e one hand doesn't know what the other is doing
Again, this lack of attentiveness is shown in the quick Summary above of the "Audit trail " of information request from Old Mutual, point 1. and point 2. above. Between the 28th October and the 11th November, an SMS was sent to me on the 7th of November saying "OLd Mutual. To finalize your request, Submit the outstanding requirements as requested on 31/10/2025. you can submit documents via email ***********, quote ref CED**********66..."
This sms annoyed me so much in that I had already sent the information on the 29th October AT THE OLD MUTUAL OFFICE, WHILE BEING ASSISTED BY OLD MUTUAL AGENT. I took a sscreenshot of this sms and went back to the branch to find out why is OLD mutual asking for the same information as it will delay my claim. i also wrote an email to the above adress attached the same screenshot asking them what more do they want from me as the informastion was with them., At the branch, it showed that the documents sent on the 29th were indeed received... and the consultants said they don't understand why they were being requested again but except to delay the process... so Shannon Wentzel... please get your facts right, Old Mutual contacted me 3 times, asking for documents THEY COULD HAVE REQUESTED FROM THE OUTSET.
ON the 27th the automated process could not complete the transaction because the disbursment payment method was missing. Again THIS IS YOUR SYSTEM, AS THE PUBLIC WE INTERACT WITH YOU AND YOU INTERFACE WITH YOUR SYSTEM which AS YOU SAY HAS MISSING DISBURSMENT PAYMENT METHOD. This incompetence is beyond unbelievable. And I guess we apologise is what will be said... without realizing that people come to your offices to join the queues, NOT BECAUSE ITS FUN OR WE HAVE NOTHING ELSE TO DO, but to get money that we've beem saving or investing for rainy days... but when such days come, it seems OLD MUTUAL is the one that stands in a way of cusioning such blows
later that day, the transaction was rejected due to an incorrect date, which had to be corrected before processing.... AGAIN INCOMPETENCE, OLD MUTUAL CREATED THIS SYSTEM ON WHICH YOUR TEAM OF CONSULTANTS DEPEND TO HELP US, YOUR CLIENTS, and to just state that the transaction was rejected due to an incorrect date SMACKS OF ARROGANCE.
So again for Old Mutual to behave as if they are doing us a favour when processing our claims is the same arrogance that we feel when we deal with the goverment departments when we demand a service that we pay for but instead get the usual system offline excuse.
So Shannon, a GENUINE APOLOGY is given when someone understands that they have wronged someone else, and from communication 101, and giving such apology and following it with a BUT, negates this apology, leading to frustration, which is where I am right now. You know your Systems. You should know what information is required from your client when a claim arises, Piecemeal requests of information is similar to interacting with the Department of Home affairs where you go there, join the queue, present what you came for, and they ask for something else... you then make time go there the next day, only for them to tell you they also need something more.
AND PLEASE LOSE THE ARROGANCE OTHERWISE YOU WILL LOSE CLIENTS, AND REMEMBER YOU ARE NOT THE ONLY COMPANY IN THIS INSURANCE SPACE
HP
Harold P's update18 Nov 2025, 05:06
Reviewer Update
------- Original message --------
From: Customer Complaints Feedback <***********>
Date: 2025/11/17 16:35 (GMT+02:00)
To: MR CHD PATON <***********>
Subject: RE: HELLOPER - **********6 CED**********66 Harold Paton - Ref. [OLCMAN**********1] (--OCM**********8--)
Dear Mr. Paton,
I acknowledge receipt of your Hellopeter review
REF: CED**********66
Policy: **********6
Thank you for your patience while we worked on your request. We sincerely apologize for the delays and understand how frustrating this has been.
Previous Communications sent via email to you requesting o/s requirements:
1. 28/10/2025: We requested the FATCA and AML forms for compliance purposes to proceed with your payout.
2. 11/11/2025: We requested the ID and banking details of both contracting parties.
We acknowledge that these requirements should have been requested upfront on 28/10/2025 to avoid unnecessary delays.
What caused the delay?
Your request was submitted on 27 October 2025, but the automated process could not complete the transaction because the disbur*****t payment method was missing. This required manual intervention.
Later, the transaction was rejected due to an incorrect date, which had to be corrected before processing. These issues, combined with the time taken to receive and validate the compliance documents, caused the turnaround time to exceed the standard 9 business days.
Current status:
Your policy is now in pricing, which is the final step before payment is released.
Pricing is the process where we calculate the final value of your investment based on the latest market prices and apply any relevant charges or adjustments. This ensures you receive the correct amount.
Pricing typically takes 3-5 business days, after which the payment will be released to your bank account. You should receive your funds within 3-5 working days after pricing is completed.
We are monitoring your case closely and will confirm once the payment has been finalized. Thank you for giving us the opportunity to resolve this matter.
Kind regards
I acknowledge receipt of your Hellopeter review
REF: CED**********66
Policy: **********6
Thank you for your patience while we worked on your request. We sincerely apologize for the delays and understand how frustrating this has been.
Previous Communications sent via email to you requesting o/s requirements:
1. 28/10/2025: We requested the FATCA and AML forms for compliance purposes to proceed with your payout.
2. 11/11/2025: We requested the ID and banking details of both contracting parties.
We acknowledge that these requirements should have been requested upfront on 28/10/2025 to avoid unnecessary delays.
What caused the delay?
Your request was submitted on 27 October 2025, but the automated process could not complete the transaction because the disbur*****t payment method was missing. This required manual intervention.
Later, the transaction was rejected due to an incorrect date, which had to be corrected before processing. These issues, combined with the time taken to receive and validate the compliance documents, caused the turnaround time to exceed the standard 9 business days.
Current status:
Your policy is now in pricing, which is the final step before payment is released.
Pricing is the process where we calculate the final value of your investment based on the latest market prices and apply any relevant charges or adjustments. This ensures you receive the correct amount.
Pricing typically takes 3-5 business days, after which the payment will be released to your bank account. You should receive your funds within 3-5 working days after pricing is completed.
We are monitoring your case closely and will confirm once the payment has been finalized. Thank you for giving us the opportunity to resolve this matter.
Kind regards
Shannon WentzelComplaints Specialist I OML Customer Complaints
Mutualpark, Pinelands
T. +27 (0)21 ********** I E. *********** I R. --OCM**********8--
This response is lackluster at best at best. here I am sitting at 03:51 am today mulling over Old Mutual response, and getting more irritated.
You are saying that previous communication was sent to me via email requesting o/s documents.
This is annoying because old mutual has sent both emails and sms request, and I have access to both, my issue is that initially, Old Mutual s request for information shoukd have been done from the outset. but also they requested the same document twice at different times, meaning that the process was delayed again... this prompted me into sending all my email correspondence to the above email dress yesterday... and will make that available publicly. It seems at Old Mutual, their systems are not checked and confirmed before engaging with their consumers, i.e one hand doesn't know what the other is doing
Again, this lack of attentiveness is shown in the quick Summary above of the "Audit trail " of information request from Old Mutual, point 1. and point 2. above. Between the 28th October and the 11th November, an SMS was sent to me on the 7th of November saying "OLd Mutual. To finalize your request, Submit the outstanding requirements as requested on 31/10/2025. you can submit documents via email ***********, quote ref CED**********66..."
This sms annoyed me so much in that I had already sent the information on the 29th October AT THE OLD MUTUAL OFFICE, WHILE BEING ASSISTED BY OLD MUTUAL AGENT. I took a sscreenshot of this sms and went back to the branch to find out why is OLD mutual asking for the same information as it will delay my claim. i also wrote an email to the above adress attached the same screenshot asking them what more do they want from me as the informastion was with them., At the branch, it showed that the documents sent on the 29th were indeed received... and the consultants said they don't understand why they were being requested again but except to delay the process... so Shannon Wentzel... please get your facts right, Old Mutual contacted me 3 times, asking for documents THEY COULD HAVE REQUESTED FROM THE OUTSET.
ON the 27th the automated process could not complete the transaction because the disbursment payment method was missing. Again THIS IS YOUR SYSTEM, AS THE PUBLIC WE INTERACT WITH YOU AND YOU INTERFACE WITH YOUR SYSTEM which AS YOU SAY HAS MISSING DISBURSMENT PAYMENT METHOD. This incompetence is beyond unbelievable. And I guess we apologise is what will be said... without realizing that people come to your offices to join the queues, NOT BECAUSE ITS FUN OR WE HAVE NOTHING ELSE TO DO, but to get money that we've beem saving or investing for rainy days... but when such days come, it seems OLD MUTUAL is the one that stands in a way of cusioning such blows
later that day, the transaction was rejected due to an incorrect date, which had to be corrected before processing.... AGAIN INCOMPETENCE, OLD MUTUAL CREATED THIS SYSTEM ON WHICH YOUR TEAM OF CONSULTANTS DEPEND TO HELP US, YOUR CLIENTS, and to just state that the transaction was rejected due to an incorrect date SMACKS OF ARROGANCE.
So again for Old Mutual to behave as if they are doing us a favour when processing our claims is the same arrogance that we feel when we deal with the goverment departments when we demand a service that we pay for but instead get the usual system offline excuse.
So Shannon, a GENUINE APOLOGY is given when someone understands that they have wronged someone else, and from communication 101, and giving such apology and following it with a BUT, negates this apology, leading to frustration, which is where I am right now. You know your Systems. You should know what information is required from your client when a claim arises, Piecemeal requests of information is similar to interacting with the Department of Home affairs where you go there, join the queue, present what you came for, and they ask for something else... you then make time go there the next day, only for them to tell you they also need something more.
AND PLEASE LOSE THE ARROGANCE OTHERWISE YOU WILL LOSE CLIENTS, AND REMEMBER YOU ARE NOT THE ONLY COMPANY IN THIS INSURANCE SPACE
Mutualpark, Pinelands
T. +27 (0)21 ********** I E. *********** I R. --OCM**********8--
This response is lackluster at best at best. here I am sitting at 03:51 am today mulling over Old Mutual response, and getting more irritated.
You are saying that previous communication was sent to me via email requesting o/s documents.
This is annoying because old mutual has sent both emails and sms request, and I have access to both, my issue is that initially, Old Mutual s request for information shoukd have been done from the outset. but also they requested the same document twice at different times, meaning that the process was delayed again... this prompted me into sending all my email correspondence to the above email dress yesterday... and will make that available publicly. It seems at Old Mutual, their systems are not checked and confirmed before engaging with their consumers, i.e one hand doesn't know what the other is doing
Again, this lack of attentiveness is shown in the quick Summary above of the "Audit trail " of information request from Old Mutual, point 1. and point 2. above. Between the 28th October and the 11th November, an SMS was sent to me on the 7th of November saying "OLd Mutual. To finalize your request, Submit the outstanding requirements as requested on 31/10/2025. you can submit documents via email ***********, quote ref CED**********66..."
This sms annoyed me so much in that I had already sent the information on the 29th October AT THE OLD MUTUAL OFFICE, WHILE BEING ASSISTED BY OLD MUTUAL AGENT. I took a sscreenshot of this sms and went back to the branch to find out why is OLD mutual asking for the same information as it will delay my claim. i also wrote an email to the above adress attached the same screenshot asking them what more do they want from me as the informastion was with them., At the branch, it showed that the documents sent on the 29th were indeed received... and the consultants said they don't understand why they were being requested again but except to delay the process... so Shannon Wentzel... please get your facts right, Old Mutual contacted me 3 times, asking for documents THEY COULD HAVE REQUESTED FROM THE OUTSET.
ON the 27th the automated process could not complete the transaction because the disbursment payment method was missing. Again THIS IS YOUR SYSTEM, AS THE PUBLIC WE INTERACT WITH YOU AND YOU INTERFACE WITH YOUR SYSTEM which AS YOU SAY HAS MISSING DISBURSMENT PAYMENT METHOD. This incompetence is beyond unbelievable. And I guess we apologise is what will be said... without realizing that people come to your offices to join the queues, NOT BECAUSE ITS FUN OR WE HAVE NOTHING ELSE TO DO, but to get money that we've beem saving or investing for rainy days... but when such days come, it seems OLD MUTUAL is the one that stands in a way of cusioning such blows
later that day, the transaction was rejected due to an incorrect date, which had to be corrected before processing.... AGAIN INCOMPETENCE, OLD MUTUAL CREATED THIS SYSTEM ON WHICH YOUR TEAM OF CONSULTANTS DEPEND TO HELP US, YOUR CLIENTS, and to just state that the transaction was rejected due to an incorrect date SMACKS OF ARROGANCE.
So again for Old Mutual to behave as if they are doing us a favour when processing our claims is the same arrogance that we feel when we deal with the goverment departments when we demand a service that we pay for but instead get the usual system offline excuse.
So Shannon, a GENUINE APOLOGY is given when someone understands that they have wronged someone else, and from communication 101, and giving such apology and following it with a BUT, negates this apology, leading to frustration, which is where I am right now. You know your Systems. You should know what information is required from your client when a claim arises, Piecemeal requests of information is similar to interacting with the Department of Home affairs where you go there, join the queue, present what you came for, and they ask for something else... you then make time go there the next day, only for them to tell you they also need something more.
AND PLEASE LOSE THE ARROGANCE OTHERWISE YOU WILL LOSE CLIENTS, AND REMEMBER YOU ARE NOT THE ONLY COMPANY IN THIS INSURANCE SPACE
Old Mutual's replyOfficial
18 Nov 2025, 07:22Hi Harold
We note your comments, please be advised that this matter is being attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
We note your comments, please be advised that this matter is being attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
Old Mutual's reply18 Nov 2025, 07:22
Official
Hi Harold
We note your comments, please be advised that this matter is being attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
We note your comments, please be advised that this matter is being attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management