TJ
Tarja J
1 reviews | Active since Aug 2019
06 Nov 2024, 17:05
CLAIM ERROR - No full amount option even though I am entitled to it!
Today was the tenth or 11th time I have spoken to Old Mutual not including all the times I have sent CASclaims an email. Today the last agent told me straight up that he didn't understand why his manager said I cannot get my full claim from my superfund especially because my exit date was before the two pot system came into place. Previously before the two pot system when people resigned they were able to take the maximum amount in cash why am I being treated unfairly. I don't have the drop down option for the maximum amount if my date was before the 1st of September but my colleague got her full amount when she left the company a month earlier. I have had very bad service and the agent says he cannot tell me why he cant get the full amount because I am supposed to.
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Replies (10)0
Replies (10)TJ
Tarja J's updateReviewer Update
12 Nov 2024, 08:33I have still not received a solution to the problem I am having. Old mutual keeps telling me to go to my employer to change a date which I have already done. I have already received the link last week to change the date. I have already tried to change the date but to complete my claim I am having options with the drop down options for my claim. I am supposed to make a maximum amount claim but I am not only not getting that option but I am not able to click on the only options I have either. The agent admitted I am entitled to maximum payout when I resign especially if I resigned before the two pot came into play. This is dragging on now and agents don't know how to assist me and just admit they cannot give me a reason why. I have to wait for replies for hours to a day and then the agents go silent. This is extremely frustrating as this money was supposed to be paid already and now I will have to wait another month to 6 weeks once it finally gets sorted including the time this is taking to get sorted.
TJ
Tarja J's update12 Nov 2024, 08:33
Reviewer Update
I have still not received a solution to the problem I am having. Old mutual keeps telling me to go to my employer to change a date which I have already done. I have already received the link last week to change the date. I have already tried to change the date but to complete my claim I am having options with the drop down options for my claim. I am supposed to make a maximum amount claim but I am not only not getting that option but I am not able to click on the only options I have either. The agent admitted I am entitled to maximum payout when I resign especially if I resigned before the two pot came into play. This is dragging on now and agents don't know how to assist me and just admit they cannot give me a reason why. I have to wait for replies for hours to a day and then the agents go silent. This is extremely frustrating as this money was supposed to be paid already and now I will have to wait another month to 6 weeks once it finally gets sorted including the time this is taking to get sorted.
TJ
Tarja J's updateReviewer Update
12 Nov 2024, 08:34Edit* I am having problems with the drop down options to complete my claim
TJ
Tarja J's update12 Nov 2024, 08:34
Reviewer Update
Edit* I am having problems with the drop down options to complete my claim
TJ
Tarja J's updateReviewer Update
18 Nov 2024, 09:53Your team has still not successfully assisted me. They asked me to ask my employer to change the date but now my employer is not able to change the date until I approve my side of the claim which I am not able to do. My side of the claim is frozen to move forward I cannot move forward or continue, I cannot change the date to after September as requested and continue. I cannot choose the right option or any other option as continue, I am frozen to click continue. How is this so difficult to understand. My employer is also not able to cancel and try again. Neither am I. How is this so difficult to understand.
TJ
Tarja J's update18 Nov 2024, 09:53
Reviewer Update
Your team has still not successfully assisted me. They asked me to ask my employer to change the date but now my employer is not able to change the date until I approve my side of the claim which I am not able to do. My side of the claim is frozen to move forward I cannot move forward or continue, I cannot change the date to after September as requested and continue. I cannot choose the right option or any other option as continue, I am frozen to click continue. How is this so difficult to understand. My employer is also not able to cancel and try again. Neither am I. How is this so difficult to understand.
Old Mutual's replyOfficial
18 Nov 2024, 18:02Hi Tarja, our sincerest apologies for the delay. We can assure you that our team is aware of your query and actively investigating to provide a speedy solution. We appreciate your ongoing patience.
Kind regards
Old Mutual Complaints Management
Kind regards
Old Mutual Complaints Management
Old Mutual's reply18 Nov 2024, 18:02
Official
Hi Tarja, our sincerest apologies for the delay. We can assure you that our team is aware of your query and actively investigating to provide a speedy solution. We appreciate your ongoing patience.
Kind regards
Old Mutual Complaints Management
Kind regards
Old Mutual Complaints Management
TJ
Tarja J's updateReviewer Update
20 Nov 2024, 09:17Okay thanks but I have had no updates/emails or calls for days now. Only an agent last night (who I spoke to on the 6th of November only replying now) who doesn't know the latest asking when to call. Every day or week you take to sort out this problem I will wait an additional month to 6 weeks for payout.
TJ
Tarja J's update20 Nov 2024, 09:17
Reviewer Update
Okay thanks but I have had no updates/emails or calls for days now. Only an agent last night (who I spoke to on the 6th of November only replying now) who doesn't know the latest asking when to call. Every day or week you take to sort out this problem I will wait an additional month to 6 weeks for payout.
Old Mutual's replyOfficial
20 Nov 2024, 17:14Thank you. We can assure you that we are following up regarding this.
Old Mutual's reply20 Nov 2024, 17:14
Official
Thank you. We can assure you that we are following up regarding this.
TJ
Tarja J's updateReviewer Update
21 Nov 2024, 10:32I have just received a screenshot from my HR department/employer that you "tried" to contact us. I have both my sim cards in my phone and have NOT received any contact from you, neither calls nor sms. The only calm I received this morning is from my bank. And yet AGAIN your agent in the email tells me to do the SAME THING I have told you numerous times I CANNOT do, is proceed with a claim and once again they send me a PDF to show me HOW so that my employer can proceed.
I CANNOT PROCEED, THE LINK DOES NOT ALLOW ME TO. I CANNOT CLICK ON AN OPTION, THE OPTIONS ARE FROZEN, I CANNOT CLICK CONTINUE, THAT BUTTON IS FROZEN.
I CANNOT PROCEED, THE LINK DOES NOT ALLOW ME TO. I CANNOT CLICK ON AN OPTION, THE OPTIONS ARE FROZEN, I CANNOT CLICK CONTINUE, THAT BUTTON IS FROZEN.
TJ
Tarja J's update21 Nov 2024, 10:32
Reviewer Update
I have just received a screenshot from my HR department/employer that you "tried" to contact us. I have both my sim cards in my phone and have NOT received any contact from you, neither calls nor sms. The only calm I received this morning is from my bank. And yet AGAIN your agent in the email tells me to do the SAME THING I have told you numerous times I CANNOT do, is proceed with a claim and once again they send me a PDF to show me HOW so that my employer can proceed.
I CANNOT PROCEED, THE LINK DOES NOT ALLOW ME TO. I CANNOT CLICK ON AN OPTION, THE OPTIONS ARE FROZEN, I CANNOT CLICK CONTINUE, THAT BUTTON IS FROZEN.
I CANNOT PROCEED, THE LINK DOES NOT ALLOW ME TO. I CANNOT CLICK ON AN OPTION, THE OPTIONS ARE FROZEN, I CANNOT CLICK CONTINUE, THAT BUTTON IS FROZEN.
Old Mutual's replyOfficial
21 Nov 2024, 13:51Good day Tarja
We will follow up and provide you with feedback.
Regards
Old Mutual Complaints Management
We will follow up and provide you with feedback.
Regards
Old Mutual Complaints Management
Old Mutual's reply21 Nov 2024, 13:51
Official
Good day Tarja
We will follow up and provide you with feedback.
Regards
Old Mutual Complaints Management
We will follow up and provide you with feedback.
Regards
Old Mutual Complaints Management
TJ
Tarja J's updateReviewer Update
16 Dec 2024, 10:40This is now a month and a half since my review and 3 months since I resigned and this seems to still not be sorted out.
I received and email from my employer that I can now submit my claim, I was then able to submit my claim and when I go back into my profile it says Access Denied "claim was already submitted - code 409"
I phone last week to follow up on the status of my claim and they cannot see that my claim was submitted!!! How absolutely ridiculous! The agent said she would go through my emails and email or call me back which she never did which I actually expected because that happened a few times with your agents promising to call me back or get back to me and then they never do with your call centre just waiting for me to give a good review for that very promise and then never get back to me.
Why is it that a established company like old mutual cannot just manually submit a claim that is giving so many problems from their side???
I received and email from my employer that I can now submit my claim, I was then able to submit my claim and when I go back into my profile it says Access Denied "claim was already submitted - code 409"
I phone last week to follow up on the status of my claim and they cannot see that my claim was submitted!!! How absolutely ridiculous! The agent said she would go through my emails and email or call me back which she never did which I actually expected because that happened a few times with your agents promising to call me back or get back to me and then they never do with your call centre just waiting for me to give a good review for that very promise and then never get back to me.
Why is it that a established company like old mutual cannot just manually submit a claim that is giving so many problems from their side???
TJ
Tarja J's update16 Dec 2024, 10:40
Reviewer Update
This is now a month and a half since my review and 3 months since I resigned and this seems to still not be sorted out.
I received and email from my employer that I can now submit my claim, I was then able to submit my claim and when I go back into my profile it says Access Denied "claim was already submitted - code 409"
I phone last week to follow up on the status of my claim and they cannot see that my claim was submitted!!! How absolutely ridiculous! The agent said she would go through my emails and email or call me back which she never did which I actually expected because that happened a few times with your agents promising to call me back or get back to me and then they never do with your call centre just waiting for me to give a good review for that very promise and then never get back to me.
Why is it that a established company like old mutual cannot just manually submit a claim that is giving so many problems from their side???
I received and email from my employer that I can now submit my claim, I was then able to submit my claim and when I go back into my profile it says Access Denied "claim was already submitted - code 409"
I phone last week to follow up on the status of my claim and they cannot see that my claim was submitted!!! How absolutely ridiculous! The agent said she would go through my emails and email or call me back which she never did which I actually expected because that happened a few times with your agents promising to call me back or get back to me and then they never do with your call centre just waiting for me to give a good review for that very promise and then never get back to me.
Why is it that a established company like old mutual cannot just manually submit a claim that is giving so many problems from their side???
Old Mutual's replyOfficial
16 Dec 2024, 12:07Hi Tarja
We note your comments, please be advised that this matter is been attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
We note your comments, please be advised that this matter is been attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
Old Mutual's reply16 Dec 2024, 12:07
Official
Hi Tarja
We note your comments, please be advised that this matter is been attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
We note your comments, please be advised that this matter is been attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management