Hellopeter
Share Your Experience
AJ
Adriaan J

1 reviews | Active since Dec 2017

07 Dec 2024, 08:35

Claim payment taking soooo long again.

I was diagnosed with Multiple Sclerosis in 2017, as the disease progressed and the fact that I had no medication for the first almost 7 years and that after I went to a state hospital and the diagnosis was confirmed by their doctors I did not receive the much needed medication. In 2021 I was retrenched due to my health. Up to date a family member has been paying my retirement annuity for me. I however had to request that the annuities be paid out under ill health now as I do not have any money to live off or any help anymore. On 25 November 2024 my broker confirmed that the claim was submitted. On 05/12/2024 I through my own struggle got conformation that my claim has been approved, my Sars tax directive was received by them on the same day. I contacted them the following day, in which conversation it was said to me that the department that receives the tax directive also loads the payment however it was estimated that it will take 1 week to do. In every call I made to Old Mutual I asked very nicely that the payment be done as fast as possible as I have no money thus no food, nothing. I oncwe again very politely and decently requesed the payment to be done as fast as possible. One whole work day was available to them to do so but nothing. It's going on 5 days that I could not buy myself food or anything, and I am seriously hungry. But it was the same with my two pot withdrawal.

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Replies (21)
Old Mutual
Old Mutual's reply07 Dec 2024, 11:23
Official
Hi, we are sorry to hear about what you’re going through. Living with Multiple Sclerosis and facing financial difficulties is incredibly challenging, and it’s understandable to feel frustrated with the delays in your claim process. We appreciate you sharing your experience with us, and we want to assure you that your concerns are important to us. We've noted the details of your situation and the steps you’ve taken so far regarding your claim. Our complaint assessor will be in touch, to escalate your claim and provide you with more specific updates on the payment process.
AJ
Adriaan J's update07 Dec 2024, 11:45
Reviewer Update
I really am in dire need of my funds. If I can get an answer on when the money will be paid to me, I would appreciate it.
Old Mutual
Old Mutual's reply07 Dec 2024, 11:49
Official
We can assure you, we are looking into this for you.
AJ
Adriaan J's update07 Dec 2024, 17:45
Reviewer Update
I'm going to be brutally honest now, the statement that there is being looked into the issue doesn't really mean a lot to me. I really don't think you have ever been in a similar situation. Have you ever been so hungry that pet food allround start to look like your only option, **** like that. I need a date when I can expect my money in my account please?
Old Mutual
Old Mutual's reply08 Dec 2024, 10:04
Official
Hi there, we note your messages, and our team will look into this for you and provide feedback.

Thank you.
AJ
Adriaan J's update11 Dec 2024, 09:30
Reviewer Update
As mentioned by own of Old Mutual's own consultans in an email to me, it is 12 days turn around time. Today it is 12days since my documents were submitted. Will my money be paid out today? If so when, what time today? This is really becoming a problem for me. If this is not sorted out I will be forced to contact the ombudsman to help me seek a resulotion to this, I have been patient for long enough now or I will have my brother who is a laywer sort out this situation on my behalf.

Old Mutual
Old Mutual's reply11 Dec 2024, 10:10
Official
Hi Adriaan

We have received your message and you will be provided with feedback shortly.

Regards
Old Mutual Complaints Management
AJ
Adriaan J's update11 Dec 2024, 10:57
Reviewer Update
That is the response I get every time but at the end of the day I have to phone to get a response from Old Mutual. That is becoming a huge problem for me as once again it costs me money that I don't have to spend on airtime ect. This whole situation is becoming a seriously huge problem for me, why can't Old Mutual get their sh** together and sort out my problem?
Old Mutual
Old Mutual's reply11 Dec 2024, 11:22
Official
We understand the urgency of this matter and have escalated this with due priority. The team will reach out to you shortly.
AJ
Adriaan J's update11 Dec 2024, 13:09
Reviewer Update
Basically 2 hours later and still nothing, not an email or call. Same as everytime I reach out to Old Mutual, just empty promises of answers everytime but nothing happens ever. I really wish there was more consumers can do when something like this happens to force companies to take responsibility for the poor service given.
Old Mutual
Old Mutual's reply11 Dec 2024, 13:25
Official
Hi Adriaan

We understand the delay in any update or feedback can be frustrating. We want to assure you, your matter has been escalated to the relevant department for urgent resolution.

Please remain patience as we will be in contact either via call or email.
We appreciate your understanding during this process.

Regards
Old Mutual Complaints Management
AJ
Adriaan J's update11 Dec 2024, 13:36
Reviewer Update
I just want a date on which I can expect my money in my account that I know when I will be able to buy food again for myself as I currently don't have any money that I can buy food for last 7/8 days.
Old Mutual
Old Mutual's reply11 Dec 2024, 13:41
Official
Good day Adriaan,

Please be advised that feedback will be provided to you via email.

Regards
Old Mutual Complaints Management
AJ
Adriaan J's update17 Dec 2024, 15:20
Reviewer Update
As previously explained I submitted a claim for my retirement annuities to be paid out due to ill health. The claim has been approved, then I had to wait for Sars to issue Tax directives of which one was done already. Old Mutual keeps telling me that even though I only submitted one claim letter each of the two policies I had is being done separately, a tax directive is needed for each before my money can be paid out. Thus I now requesed that the policy for which the tax directive has been received be paid out. And then the other can be paid when the tax directive is received. However I am being ignored and haven't gotten any reply on my email. It is just proving my point that Old Mutual disinvested my money, now keeping it in their own bank account where they receive interest on MY money and I have to struggle to get by. That in my mind is nothing else than *****ing from an already struggling person by an old and big company. Just brings the question to mind, how many people had to suffer for them to get where they are.

Old Mutual
Old Mutual's reply17 Dec 2024, 15:59
Official
Good day Adriaan,

We’re sorry for the frustration and delays you’ve experienced regarding your retirement annuity claim. We understand how important this matter is to you and the impact it’s having. We will follow up with our team and feedback will be provided to you.

Regards
Old Mutual Complaints Management
AJ
Adriaan J's update19 Dec 2024, 05:09
Reviewer Update
I phoned your claims department yesterday afternoon, spoke to a consultant who informed me that the payment of my claim was authorised yesterday morning and that my money should be in my account by 00:00. It is now 05:00 and there is nothing in my account. I am tired and fed up with this ****. Same with my "wonderful" broker who I phoned on friday with some questions, promised to call me back but absolutely no phone call. So now it has become a situation where I will seek legal advice on what stands me to do. Also those cost will be seeked from Old Mutual by the attorney. Either this situation is sorted out immediately or as stated I will seek legal advice on this matter on what I can do to hold Old Mutual accountable for this load of **** I have been put through.
AJ
Adriaan J's update19 Dec 2024, 09:59
Reviewer Update
Now this ****ing useless piece of **** company Old Mutual doesn't even reply on this site to people complaining about the fact that they are not doing their jobs or to the fact that their service given to customers is absolutely as **** as what you get from the South African government. Or shall I say they are exactly the same as the South African government, ****.
Old Mutual
Old Mutual's reply19 Dec 2024, 12:35
Official
Good day Adriaan,

We can assure you that one of our consultants will reach out to you today to assist you further.

Old Mutual Complaints Management
AJ
Adriaan J's update19 Dec 2024, 12:52
Reviewer Update
I can't care any less for your consultants to contact me, I spoke to the consultans earlier and requested a manager to contact which also is not happening. Once again just another show of how useless Old Mutual is. I want my money accessible in my bank account immediately I have now given enough chances for Old Mutual to correct their ****. I will not wait any longer, I refuse and will refer this matter to the correct government body who oversees insurance companies that fines or whatever be issued.
AJ
Adriaan J's update19 Dec 2024, 12:54
Reviewer Update
As I well I will now not stop warning people not to continue doing business with Old Mutual. I have looked at the other complaints against Old Mutual and it looks horrible. If this was my business I would be totally ashamed of the treatment of clients.
AJ
Adriaan J's update19 Dec 2024, 14:58
Reviewer Update
One of your consultans will contact me? 2 Hours later and nothing. Think a bit, if myself 1and everyone else that left a negative review on Hellopeter started warning people to not do business with Old Mutual, how will that end for Old Mutual and all the employees? You think it will be positive and peoples warnings about companies to possible clients about the **** service given is not taken lightly.