BAD CUSTOMER SERVICE

Am saddened with the service received from Old Mutual this week. Taken out a Tax Free investment in 2018, now needing some of the funds so that I could buy my daughter's university textbooks, wanted to change my surname and increase premium. I sent through a requests to Old Mutual on the 12 March 2019, and immediately I received a reply to say my query would be resolved in 5 to 7 working days. Received another reply from a customer service agent on 14th March 2019 also saying resolution in 5 to 7 working days. On the 5th day (Tuesday 19th March 2019) I decide to call Old Mutual, only to speak to Henry Breda who tells me from today (19th March 2019) my 5 to 7 days is starting, otherwise the actual turnaround time for queries or requests is 10 to 15 working days. To my shock, I ask for a manager, only to be told manager is not available and Boniswa Hoho would be calling me in 30 mins. 2hours later, I decide to call back...get to speak to Sizwe who tells me my request is not yet looked at and he doesn't know how it was missed that they are only looking into my queries today once I have called.

After much frustration and anger, he gets a manager to the phone...she tells me 5 to 7 working resolution but my query has only been sent for pricing today which is to take another 3 to 5 working days from today (19th March 2019) to be resolved. To my surprise, she tells me there's NOTHING she can do for me , because the request has now been sent for pricing when I ask her to not proceed with my request. No apology, no sympathy, no resolution but I must just wait for my request to be sent through and be finalised when they do.

I work in a customer service environment, and I know and understand that when proper procedures or systems have failed, you will go out of your way to make sure the client is assisted accordingly and not lose the client. I felt that this manager didn't even care that she was losing me as a client when I told her I will not be continuing with my investment with Old Mutual...in fact, it sounded like she was relieved! I may be just "small fry", but if Old Mutual treats clients like this, they will lose way "bigger fishes".

I was so dissappointed to be treated like a nobody by a company I perceive to be the biggest investment/insurer in the country. In fact, was hurt more than anything for them to easily just accept my leaving them knowing they are the ones in the wrong and didn't stick to their end of the stick.