TS
Tshepo S
1 reviews | Active since Feb 2017
10 Jun 2025, 09:07
Bad customer service...
I am writing this review with a heavy heart and deep dissatisfaction. My father sadly passed away on the 8th of May 2025. Despite this, Old Mutual still debited my account on the 25th of May for a policy, even though my father had passed away before 6 months.
I immediately contacted the call center to request a refund for the amount deducted after my father’s passing. To this day, I have not received the refund. I’ve been repeatedly transferred between agents, and each one claims that the matter has been closed and the funds have already been processed and policy canceled—yet I’ve received nothing.
I was also promised a callback from a supervisor on the 9th of May, which never happened. This experience has added unnecessary stress during an already difficult time, and I feel completely let down by the lack of empathy and accountability shown.
I hope this matter is taken seriously and resolved promptly.
Helpful (0)
Replies (12)0
Replies (12)
Old Mutual's replyOfficial
10 Jun 2025, 10:17Good day Tshepo,
We acknowledge receipt of your review and sincerely apologise 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.
Kind regards
Old Mutual Complaints Management
We acknowledge receipt of your review and sincerely apologise 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.
Kind regards
Old Mutual Complaints Management
Old Mutual's reply10 Jun 2025, 10:17
Official
Good day Tshepo,
We acknowledge receipt of your review and sincerely apologise 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.
Kind regards
Old Mutual Complaints Management
We acknowledge receipt of your review and sincerely apologise 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.
Kind regards
Old Mutual Complaints Management
TS
Tshepo S's updateReviewer Update
10 Jun 2025, 14:40I went to the branch at protea glen today to confirm if it was processed as promised by the call center on Friday however has not been done still today .
Payment deducted on the 25th of May still nothing , still waiting for the team leader to call me back as she promised on Friday still nothing .
What a bad service
Payment deducted on the 25th of May still nothing , still waiting for the team leader to call me back as she promised on Friday still nothing .
What a bad service
TS
Tshepo S's update10 Jun 2025, 14:40
Reviewer Update
I went to the branch at protea glen today to confirm if it was processed as promised by the call center on Friday however has not been done still today .
Payment deducted on the 25th of May still nothing , still waiting for the team leader to call me back as she promised on Friday still nothing .
What a bad service
Payment deducted on the 25th of May still nothing , still waiting for the team leader to call me back as she promised on Friday still nothing .
What a bad service
TS
Tshepo S's updateReviewer Update
10 Jun 2025, 15:02I see all your complains is the same template response makes me wonder if you really attend this matters or just to close complains for the stats
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Tshepo S's update10 Jun 2025, 15:02
Reviewer Update
I see all your complains is the same template response makes me wonder if you really attend this matters or just to close complains for the stats
Old Mutual's replyOfficial
10 Jun 2025, 15:58Dear Tshepo, we note your comments and concerns. Rest assured, we are attending to each complaint with the necessary care it deserves. One of our complaints assessors will be in contact either via call or email.
Kind regards
Old Mutual Complaints Management
Kind regards
Old Mutual Complaints Management
Old Mutual's reply10 Jun 2025, 15:58
Official
Dear Tshepo, we note your comments and concerns. Rest assured, we are attending to each complaint with the necessary care it deserves. One of our complaints assessors will be in contact either via call or email.
Kind regards
Old Mutual Complaints Management
Kind regards
Old Mutual Complaints Management
TS
Tshepo S's updateReviewer Update
10 Jun 2025, 16:19I went to the branch today and I was told it was not processed as your call center has claimed 😞 now is 16:18 still no call from team leader who promised to call,your responses are not convincing at all as my claim still not done and no call.
Stop selling me lies please
Stop selling me lies please
TS
Tshepo S's update10 Jun 2025, 16:19
Reviewer Update
I went to the branch today and I was told it was not processed as your call center has claimed 😞 now is 16:18 still no call from team leader who promised to call,your responses are not convincing at all as my claim still not done and no call.
Stop selling me lies please
Stop selling me lies please
Old Mutual's replyOfficial
10 Jun 2025, 16:29Hi Tshepo,
We note your comments and concerns. Please be assured that we can attending to your matter with the necessary care that it deserves. One of our complaints assessors will be in contact with you, via call or email, to assist you further.
Kind regards
Old Mutual Complaints Management
We note your comments and concerns. Please be assured that we can attending to your matter with the necessary care that it deserves. One of our complaints assessors will be in contact with you, via call or email, to assist you further.
Kind regards
Old Mutual Complaints Management
Old Mutual's reply10 Jun 2025, 16:29
Official
Hi Tshepo,
We note your comments and concerns. Please be assured that we can attending to your matter with the necessary care that it deserves. One of our complaints assessors will be in contact with you, via call or email, to assist you further.
Kind regards
Old Mutual Complaints Management
We note your comments and concerns. Please be assured that we can attending to your matter with the necessary care that it deserves. One of our complaints assessors will be in contact with you, via call or email, to assist you further.
Kind regards
Old Mutual Complaints Management
TS
Tshepo S's updateReviewer Update
10 Jun 2025, 16:31I don't understand what you are doing ,first thing when I sent my complain at 10 Jun 2025 at 09:07 first thing was to acknowledge the complain ,listen to the calls ,find out which leader promised to call me on Monday the 9th as I made that call on Friday the 6 and ask that team leader to fulfill her promise to call me and prioritize the complain .
I explained to the lady that you consultants **** to me and told me the matter will be processed in 9 days and cancel the policy however nothing was done and till today no email or phone call from old mutual and you come here to promise to call me back or send an email .
Almost 5pm at what time are you planning to call or send me an email?.
Money deducted on the 25th of May still not processed come on stop playing games for the sake of your stats as if old mutual is quick to respond to customer complains with auto responses .
I explained to the lady that you consultants **** to me and told me the matter will be processed in 9 days and cancel the policy however nothing was done and till today no email or phone call from old mutual and you come here to promise to call me back or send an email .
Almost 5pm at what time are you planning to call or send me an email?.
Money deducted on the 25th of May still not processed come on stop playing games for the sake of your stats as if old mutual is quick to respond to customer complains with auto responses .
TS
Tshepo S's update10 Jun 2025, 16:31
Reviewer Update
I don't understand what you are doing ,first thing when I sent my complain at 10 Jun 2025 at 09:07 first thing was to acknowledge the complain ,listen to the calls ,find out which leader promised to call me on Monday the 9th as I made that call on Friday the 6 and ask that team leader to fulfill her promise to call me and prioritize the complain .
I explained to the lady that you consultants **** to me and told me the matter will be processed in 9 days and cancel the policy however nothing was done and till today no email or phone call from old mutual and you come here to promise to call me back or send an email .
Almost 5pm at what time are you planning to call or send me an email?.
Money deducted on the 25th of May still not processed come on stop playing games for the sake of your stats as if old mutual is quick to respond to customer complains with auto responses .
I explained to the lady that you consultants **** to me and told me the matter will be processed in 9 days and cancel the policy however nothing was done and till today no email or phone call from old mutual and you come here to promise to call me back or send an email .
Almost 5pm at what time are you planning to call or send me an email?.
Money deducted on the 25th of May still not processed come on stop playing games for the sake of your stats as if old mutual is quick to respond to customer complains with auto responses .
Old Mutual's replyOfficial
10 Jun 2025, 16:54Good Day Tshepo S, your experience is very important to us, and we deeply regret that we have not met your expectations in handling your complaint. We acknowledge the delay, and we are committed to resolving this matter promptly. To address your issues directly:
1. We will immediately investigate which team leader promised to call you on Monday, the 9th, and ensure they do so without further delay.
2. We will listen to the relevant calls and prioritise your complaint.
3. We will expedite the processing of your refund and ensure you receive a clear update via email or phone call today.
Please be assured that your concerns are being taken seriously, and we will keep you informed of our progress. We appreciate your patience and understanding, and we are committed to resolving this swiftly.
Thank you for giving us the opportunity to make this right.
Regards
Old Mutual Complaints Management
1. We will immediately investigate which team leader promised to call you on Monday, the 9th, and ensure they do so without further delay.
2. We will listen to the relevant calls and prioritise your complaint.
3. We will expedite the processing of your refund and ensure you receive a clear update via email or phone call today.
Please be assured that your concerns are being taken seriously, and we will keep you informed of our progress. We appreciate your patience and understanding, and we are committed to resolving this swiftly.
Thank you for giving us the opportunity to make this right.
Regards
Old Mutual Complaints Management
Old Mutual's reply10 Jun 2025, 16:54
Official
Good Day Tshepo S, your experience is very important to us, and we deeply regret that we have not met your expectations in handling your complaint. We acknowledge the delay, and we are committed to resolving this matter promptly. To address your issues directly:
1. We will immediately investigate which team leader promised to call you on Monday, the 9th, and ensure they do so without further delay.
2. We will listen to the relevant calls and prioritise your complaint.
3. We will expedite the processing of your refund and ensure you receive a clear update via email or phone call today.
Please be assured that your concerns are being taken seriously, and we will keep you informed of our progress. We appreciate your patience and understanding, and we are committed to resolving this swiftly.
Thank you for giving us the opportunity to make this right.
Regards
Old Mutual Complaints Management
1. We will immediately investigate which team leader promised to call you on Monday, the 9th, and ensure they do so without further delay.
2. We will listen to the relevant calls and prioritise your complaint.
3. We will expedite the processing of your refund and ensure you receive a clear update via email or phone call today.
Please be assured that your concerns are being taken seriously, and we will keep you informed of our progress. We appreciate your patience and understanding, and we are committed to resolving this swiftly.
Thank you for giving us the opportunity to make this right.
Regards
Old Mutual Complaints Management
TS
Tshepo S's updateReviewer Update
10 Jun 2025, 16:58Thank you
TS
Tshepo S's update10 Jun 2025, 16:58
Reviewer Update
Thank you
Old Mutual's replyOfficial
10 Jun 2025, 18:13It is our pleasure.
Old Mutual's reply10 Jun 2025, 18:13
Official
It is our pleasure.
TS
Tshepo S's updateReviewer Update
11 Jun 2025, 13:21Still waiting for a call from Old mutual,I called the call center just now for over 20 minutes my claim is not processed till today.
Because I made a call and asked questions,they decided to send me another delay 😡
Sms received after my call
Old Mutual. To complete your request on 69345SB***7 we need you to submit the proof of deduction and banking details in your name not older than 3 months. Regards . You can submit the document(s) via WhatsApp using https://www.oldmutual.co.za/waupload, or Email *** Quote this ***. FSP&Ins. T&Cs
Why I didn't get this sms when I called so I can supply my details ?
I was promised payment on Monday , however the process has not started,not processed,what are you guys doing what kind of games are you playing making false promises to clients knowing very well the information you are providing is incorrect and misleading clients .
I need my money today as it was promised for monday.
Can someone with authority call me for once keep your word and do as you promised.
Because I made a call and asked questions,they decided to send me another delay 😡
Sms received after my call
Old Mutual. To complete your request on 69345SB***7 we need you to submit the proof of deduction and banking details in your name not older than 3 months. Regards . You can submit the document(s) via WhatsApp using https://www.oldmutual.co.za/waupload, or Email *** Quote this ***. FSP&Ins. T&Cs
Why I didn't get this sms when I called so I can supply my details ?
I was promised payment on Monday , however the process has not started,not processed,what are you guys doing what kind of games are you playing making false promises to clients knowing very well the information you are providing is incorrect and misleading clients .
I need my money today as it was promised for monday.
Can someone with authority call me for once keep your word and do as you promised.
TS
Tshepo S's update11 Jun 2025, 13:21
Reviewer Update
Still waiting for a call from Old mutual,I called the call center just now for over 20 minutes my claim is not processed till today.
Because I made a call and asked questions,they decided to send me another delay 😡
Sms received after my call
Old Mutual. To complete your request on 69345SB***7 we need you to submit the proof of deduction and banking details in your name not older than 3 months. Regards . You can submit the document(s) via WhatsApp using https://www.oldmutual.co.za/waupload, or Email *** Quote this ***. FSP&Ins. T&Cs
Why I didn't get this sms when I called so I can supply my details ?
I was promised payment on Monday , however the process has not started,not processed,what are you guys doing what kind of games are you playing making false promises to clients knowing very well the information you are providing is incorrect and misleading clients .
I need my money today as it was promised for monday.
Can someone with authority call me for once keep your word and do as you promised.
Because I made a call and asked questions,they decided to send me another delay 😡
Sms received after my call
Old Mutual. To complete your request on 69345SB***7 we need you to submit the proof of deduction and banking details in your name not older than 3 months. Regards . You can submit the document(s) via WhatsApp using https://www.oldmutual.co.za/waupload, or Email *** Quote this ***. FSP&Ins. T&Cs
Why I didn't get this sms when I called so I can supply my details ?
I was promised payment on Monday , however the process has not started,not processed,what are you guys doing what kind of games are you playing making false promises to clients knowing very well the information you are providing is incorrect and misleading clients .
I need my money today as it was promised for monday.
Can someone with authority call me for once keep your word and do as you promised.
Old Mutual's replyOfficial
11 Jun 2025, 14:30Hi Tshepo, your feedback is valuable, and we’re taking it seriously. We can assure you that we are following up regarding this.
Old Mutual's reply11 Jun 2025, 14:30
Official
Hi Tshepo, your feedback is valuable, and we’re taking it seriously. We can assure you that we are following up regarding this.