Assistance Required with Provident Fund Profile Update

No help has been provided to me yet, despite my raising this issue on this platform. I have not received a phone call or an email from Old Mutual, except the above generic promissory reply meant only for calming any irate client.

I have made effort since February 2025 to request assistance to have my mobile number changed, so that I can access my provident fund, but despite all my efforts Old Mutual has not assisted me to resolve the matter. I have spent so much money on phone calls, and on transport fares going to Old Mutual offices, but still getting no help but just empty promises with disappointments in the end.

Today marks 5 days since reporting my case on this platform, and so far, I have only received 2 phone calls from guys who did not seem to know or understand the problem that I articulated very well for the past 6 months to this institution. All they do is give you an empty promise and hope that you get off the phone, and they continue to do absolutely nothing.

My request is to simply change the mobile number on my account. If Old Mutual had given me the right to change the number by myself without the need to go through a lot of arbitrary hoops, I would have changed it without any problem, but there is no such option, and the only option they have given has not been attended to for the past 6 months.

What I see happening is that the queries that we send to Old Mutual are attended to at the lowest level, and all they can do at the bottom is make promises to a client and hope that whoever is responsible for auctioning the client's request will deem it urgent or worth their time.

I have received enough phone calls and emails, but no real help. It's time to just act on my request and hear no more complaints from me. I hate writing these reviews, but when you are left with no other choice because the responsible institution is not taking my matter seriously. At least I know that I can use this platform to call out Old Mutual for this gross incompetence. What about the people who do not know about this platform, they are suffering in silence, because you will visit Old Mutual branches and they will tell you to call the Contact Centre, and when you call the Contact Centre, they will tell you to go to their nearest branch. In the end you are simply thrown from pillar to post, without getting any tangible results.

I got a call on Friday, 1st of August, from an Old Mutual Call Centre Agent named Siyasanga, and he advised me to email a copy of my Passport and Proof of address, and I sent these documents soon after we hung up the call.

A moment ago, I just received an email from Siyasanga requesting me to email my passport again, despite sending the passport on Friday. ''KIndly note that a copy Passport is required for us to Assist further''

I reiterate, I don't believe that customer queries queries that we send to Old Mutual are attended to at the lowest level therefore we do not get the assistance that we need.

Day 6, and still nothing has been done to simply change the mobile number on my account. All I have received so far are apologies and promises that the issue is being worked on; the only thing that I'm not getting at all is the actual help that I want.

We sign up for provident funds to have some financial security, and we faithfully pay the premiums with the hope that when the time comes when you need access to the funds, the financial institution will not make you jump through hoops to get assistance, but in my case, I'm being taken seriously.

I believe you do not truly understand. If you had any understanding, it would not have taken me coming to this public platform to simply have my mobile number replaced. Old Mutual staff have been promising me that ''feedback will be shared via email as soon as it's available'' for last 6 months, and that soon is never now.

Again I reiterate, I believe that customer queries that we send to Old Mutual are attended to at the lowest level therefore we do not get the assistance that we need.

You have been saying this for the last 6 months, so unless you can explain to me why it takes that long for a Giant of a Financial Institution called Old Mutual, which has been in existence for 180 years, to simply change the contact number on my account.

So far, I'm only receiving excuses and no solutions.

IT IS AN ENORMOUS RISK TO HAVE A POLICY WITH OLD MUTUAL THAN TO HAVE NO COVER AT ALL.