Atrocious Service – Requests not being attended to for 3+ weeks

<p>I have a Max Investment Retirement Policy with Old Mutual. With the current economic climate in SA, food price increase, petrol increases, I am no longer able to pay the premium due and on the 9th of May 2016, I sent through a written & signed letter requesting a reduction in premium to be effected with the Debit Order at the end of May 2016. Only on the 23rd of May 2016, did Old Mutual send me a quotation to sign and send back. Which I did on the 23rd. On the 24th I phoned back to ensure this had been done as it still showed the higher premium on the online portfolio. I spoke to the call centre agent and she assured me she will attend to this. I told her it was URGENT as I CANNOT AFFORD the higher premium. She said she will get back to me. Today, 30 May 2016, I logged on to the portfolio and saw the premium had still not been corrected and phoned the customer service dep. I was put through to the manager, Erafaan Kannemeyer, I explained to him my issue.</p> <p>He told me that the higher premium will go off as it has already been sent through to the bank. I told him that this whole issue was not my fault and they need to rectify this as I CANNOT AFFORD THE HIGHER PREMIUM. He blamed high call volumes due to tax season for this issue not being attended to. I have been with Old Mutual for many years and never once did my debit order not go off and now they turn around and do this???</p> <p>Is this how they treat their loyal clients???</p> <p> </p> <p>I am going to move my policies to a different investment bank.</p>