Appalling customer service and very poor communication

I am waiting for my pension fund to be paid out / transferred. The delay with paying / transferring my money is inexplicable. Old Mutual is retaining MY money and earning interest on it, while I am losing interest.

Old Mutual's service is very poor and their communication with clients leaves a lot to be desired. Every time I send an email, I receive a reply from a different person. Surely one person should be allocated to a claim and they must ensure that they communicate properly with the client.

Also, the OM website is pretty appalling – ‘internal server error’ received continually when trying to submit a complaint, which is why I am submitting my complaint here. OM also does not provide any telephone numbers for complaints. So currently there is no way of reaching the Client Complaints department ...

18 March: Claim form submitted by me to my former company 5 April: I request an update from my former company, as no Old Mutual contact details were made available to me 11 April: Former company asks ES at OM for an update 13 April: ES replies, saying she has requested ‘urgent processing’ 15 April: I ask for update, and for a timeframe for payment 17 April: Reply received from LT, saying they received forms only on 28 March and it takes 20 business days to process (so payout should be on 29 April, taking public holidays and weekends into account) 26 April: I ask for another update (SMSes have been received from OM, inviting me to SMS a number to receive updates on my claim, but the only reply I receive to my SMS is that there is no information available about this claim. So inviting me to send an SMS to get information about my claim is rather pointless.) 29 April: MK replies that she is applying for the tax directive! This is on the day that the money should be paid to me 29 April: I reply saying that this service is unacceptable, and asking why it has taken four weeks to apply for a tax directive, since this is the first step in the process. 6 May: No reply received as yet

I would like this matter to be resolved by the end of the week.