Bad Service - Old Mutual Mdantsane City

The service that my family has received at Old Mutual Mdantsane Branch City, has been very poor. Lack of empathy shown by the staff , is beyond me. This is a Query that started in September 2022, my sister was advised that there was an investment that needed a letter of Executor and the beneficiary is my niece. She was advised that the investment needed the letter of Executor and my niece's banking details, for it to payout straight into my niece's bank account and it won't go into the Estate late account. My sister eventually managed to get the required documents and submitted the documents at the beginning of May 2023, at Old Mutual Mdantsane. She was advised that the turnaround time was 7days. It has been 3weeks now without any update from the branch, only received an Automated SMS that back office is processing the claim. I asked her to go back to the branch for an update on the matter(Last week Friday), came back saying that they told her that it's still being processed by back office. I asked my niece to visit the branch(on Monday) herself, ask what type of investment it is? What is delaying the process? How much is in the investment? What about the 7days turnaround time? Is anyone at the branch doing a follow up?. None of that information was furnished, instead a new Old Mutual bank account was open and advised that the funds would be disposed into that account.

I decided to visit a branch in Pinetown (Monday afternoon), I only had the reference (CEB...). The consultant at the Pinetown was so willing to assist, made calls in trying to get answers and even escalated the matter. Only then , my niece received an SMS stating that she needed to bring the Estate late account number and letter of Executor. I asked her to visit her branch and ask why now the SMS requires an Estate late account, are the funds going to be paid into the Estate Account? What is going on ? What type of investment is it, what had changed? The consultant(Phelisa) at the front desk just told my niece to read the SMS and that is what was required. She didn't even open her claim to see why they were requesting those documents. I called the branch to find out why there was a change in the required documents. I was told that was the requirement by the claims department and the claim would not be processed until we bring those documents. I do understand processes and procedures but I am not happy how the branch handled the matter, even spoke to the Branch manager. There was a lack of empathy, was told that those were the requirements and the branch cannot do anything beyond the SMS. I was only asking for the branch to call the relevant department find out why they were requesting an Estate account but my niece was advised that the funds would be paid into her bank account. The branch manager wanted to give me the 0860 number, he failed to address the matter. I was asking the branch to do a follow up on the matter, get the correct requirements. The branch failed my family, failed to deliver on the 7days turnaround time promised, failed to do a follow up, didn't show that they care. It's been 3weeks now, no one has done a follow up, my family had to be the ones going back to the branch to find out but still received the same service. This matter has financial implications, my mother was a sole provider and now that responsibility has fallen on me , after her passing. These finds were part of the month end budget, hence this claim was submitted at the beginning of the month. We planned according to what Old Mutual Mdantsane advised. Had we been advised about additional documents during the turnaround, it would've been better, we would have been in a position to react in time (before month end), as we have to request the letter of Executor from another financial institution . My niece is loaning taxi fare from neighbours, the electricity has been switched off by the municipality, my family is sitting in the dark. It has been a very frustrating and emotional claim. I do believe that we wouldn't been in this situation had Old Mutual Mdantsane City Branch delivered on their promises or had they done a follow up or give feedback in time. Now my family is sitting in the dark, without food and I'm unable to assist. Old Mutual Mdantsane City Branch did not sound like they cared or even attempt to call the relevant department to find out the new turnaround time, the expected process going forward. I am so disappointed in the service that my family received from that branch. You would think that people that work for a financial institution as big as Old Mutual, would show empathy and willingness to help resolve queries being cognisant of the sensitive nature .