Consultant and Receptionist Laugh at a client

Good day.

I wish to lodge a formal complaint regarding the unacceptable treatment I received today at one of your branches in Mokopane, next to Standard Bank, and to request the cancellation of my funeral cover policy should this matter not be resolved appropriately.

The service I received was completely unprofessional and disappointing. Upon entering the branch, I was attended to by a lady at the reception/welcoming desk who was rude and dismissive towards me. She referred me to another consultant who was equally rude and disrespectful.

I informed the consultant that I wanted to amend or cancel my funeral cover policy and presented my driver’s licence for identification. The consultant responded by saying, “Here we don’t operate like that. If you want to cancel the funeral plan, you will do as I say.” His tone and attitude were hostile and inappropriate.

To make matters worse, the consultant laughed at me during the interaction. I found this extremely disrespectful and humiliating. I do not understand how a consultant can laugh at a client who is seeking assistance.

He then instructed me to return to reception to “formally follow the process.” When I returned to the reception desk, the receptionist continued to speak to me in a rude and disrespectful manner, as though I was her peer. She was chewing gum while addressing me and bluntly stated that they could not assist me.

I then requested permission to contact the funeral department using the branch telephone. The receptionist told me that I was “wasting my time” and refused to assist me. During this interaction, another employee approached the reception desk, and the receptionist proceeded to discuss matters with her in my presence while completely disregarding my concerns as a client.

I further requested to speak to the Branch Manager, but I was informed that she was on leave. I then asked to speak to the second-in-charge, and I was told that she was at the Mahwelereng branch and that I could go there myself.

Personally, this was a horrific and humiliating experience that I never expected to encounter as a client. The level of disrespect, lack of professionalism, and poor customer service displayed by your staff was unacceptable.

I therefore request that both employees involved personally apologise to me for the manner in which I was treated. Failing that, I request that Old Mutual proceed with the cancellation of my funeral cover policy, as I no longer feel valued or respected as a client.

I also request that this complaint be formally investigated and that feedback be provided regarding the outcome of the matter.