COMPLAINT

Dear Old Mutual Team,

I visited your branch on Monday, 15 September 2025 to apply for a withdrawal from my policies. I completed the necessary process and was informed that the funds would reflect in my account within 3 business days.

To my dismay, when I followed up this morning, I was advised that my cases have not yet been reviewed, and there is no clear indication of when they will be authorized. This is completely unacceptable.

As a long-standing client who pays over R15,000 in premiums monthly, I am outraged by the level of service I have received — from both the branch and your call center. It is extremely disheartening to experience such negligence, especially as a senior citizen who expects professionalism and respect.

Someone from senior management needs to contacts me directly and ensures that my funds are released by tomorrow, 19 September 2025. Additionally, I requested these funds as I am in the processes of making a purchase of a property and if I lose this deal, I will with immediate effect cancel all my policies with Old Mutual. I will not tolerate this substandard service any longer and will be taking my business to a company that values its clients and honors its commitments. I pay my premiums with no fail for old mutual to mess around with me and my money like this.

I am appalled by the way I’ve been treated, and I expect urgent action on this matter.

Reference number: CCEB***

I await your prompt response.