- BAD SERVICE- EMPTY PROMISES-NO RESULTS

Actually I can't even complain regarding the service at OLD MUTUAL because there is none.

I have never in my life had such a bad experience. The is pathetic and still I've not been assisted.

They like passing on the responsibility from one department to the next and have you on hold for a long long time to be told they can't help you they have to follow up with a different department. When the call drops they don't call back even when specifically asked should the call drop to be called back and confirming they do have my correct number to call back on. I have also experienced on some calls they mute the call before taking your call and you still on the line but its completely silent so that you can drop the call and not deal with the problem.

I've got a Tax free investment with OLD MUTUAL and I specifically have this because you can make partial withdrawals when ever you want and as many times you want.

I spoke to an OLD MUTUAL consultant and requested a partial withdrawal telephonicly on 31/12/2020. At the end of the call I was told it's been processed and sent to the relevant department and would receive the payment in my account within 7 business days. It is the 22/01/2021 and did not receive my money.

I followed up after the 7 working days on the 8th of Jan 2021 and was told a few stories and the was some error and they don't understand why it is reflecting in the system in some sort of status and telling me stories I don't even want to know about, I called about my money not there notes on the system.

So after that i was told it takes 11 working days not the 7. I called back aftet the 11th working day and they told me the same stories again and so it went on and on. Everytime the telling me the same thing and it in the processing and will be paid shortly. They so *********** that even when i tell them it is every single time the same thing and it they still tell me the same thing to wait.

Eventually I spoke to one of the managers this week on Monday 18th Jan 2021 and he said he sorted it, he is just waiting for some authorisation or clearance or whatever is to difficult to do it them self then he will even make a immediate payment to me. He also said if we are lucky he might be able to make the payment before close of business Monday if everything goes according to plan but definitely on the Following day. He promised me it is sorted now and he will makes sured its done.

Guess what? It's Friday the 22nd Jan 2021 and did not receive it.

Yesterday Thursday the 21 Jan 2021 I spoke to a consultant and called dropped before we finished our conversation and then later I called again and was transferred to a manager and I was on hould for 45min. And guess what? Called dropped again without even talking to the manager.

Then I called back again and the consultant put me and hold and comunicated with the manager. The consultant then told me he spoke to the manager and he said the manager will log in and work his magic when he gets home because he already left the office. Not sure why the consultants is working till 6pm and not even 1 manager to assist.

So basically every few days when I call back in they tell me the same stories and I will receive MY MONEY in a few day but they can't really say as it might be today or in two or 3 days time or never if you ask me.

I'm sick of this. The time and effort I had to put it just to follow up was like a job itself and there was no results. I even went the extra mile to follow up and explain the story over and over but they don't even have the respect to call back. And all this phone call was done on my expense.

I will have to cancel all my policies with OLD MUTUAL. I can't afford to be in a position when I retire at 60 and only receive my retirement when I'm 101.

Pay me MY MONEY.

I have the names of everyone who assisted me including the managers. Next review will have names included.

Make sure MY MONEY is in MY BANK ACCOUNT today before lunch. Don't even tell me it can't be done because on Monday I was told a immediate payment would be made.

Can I also get someone to call me from your cancelations department.

The policy I'm referring to regarding my request for a partial withdrawal that was made on the 31/12/2020 incase you forgot because it was so long ago is ***5

Also please tell the manager to finish his work before he decides to go home. If he can't manage the volumes then you should consider replacing him.

I'm sure all of you did your best to resolve this matter for me. That's why I am leaving because your best sucks.