GS
Gavin S
1 reviews | Active since Mar 2015
18 May 2025, 08:28
Contract ***9
I sent Old Mutual this email on the 13th of May.
-- Original Message ----- From: Gavin Smith [mailto:***] To: *** [mailto:***] Sent: Tuesday, May 13, 2025 9:00AM Subject: Greenlight Contract - ***9 - Cover Decrease
Some people who received this message don't often get email from ***. Learn why this is important<https://aka.ms/LearnAboutSenderIdentification>
This email originates from an external source. Stop and think before you click!
Good day,
Can you please make the following changes to this contract:
* ***9/LSD/4 decrease cover to R500 000 * ***9/LSD/3 decrease cover to R500 000 * ***9/LSXRDB/1 decrease cover to R500 000 * ***9/LSXRDB/2 decrease cover to R500 000 * ***9/LSEIM/1 decrease cover to R300 000 * ***9/LSEIM/2 decrease cover to R300 000 * ***9/LSFE/1 decrease cover to R50 000 * ***9/LSFE/2 decrease cover to R50 000
Please let me know if you have any questions.
-------------------------------------+-----
By the 14th I haven't heard from them so I called and after waiting for 15 minutes to be assisted and I hanged up.
I than submitted a complain:
On Thu, May 15, 2025, 09:56 OM Complaints <***> wrote: Good day
Thank you for giving Old Mutual the opportunity to investigate your complaint.
The complaints department will investigate your matter and provide you with feedback within 05 days. The contact details are:
E-mail: ***
If your complaint has not been resolved to your satisfaction, you may refer it to the Internal Arbitrator,
E-mail: ***
Luther Johnson
I OM Complaints Mutualpark, Pinelands T. I E. *** I R. [CMPLNTS***6]
Old Mutual Logo
----- Original Message ----- From: *** To: *** Sent: Thursday, May 15, 2025 6:06am Subject: Complaint submitted by GAVIn Smith
title: Mr, First Name: GAVIn, Surname: Smith, Phone Number: ***, Email Address: ***, Identity Type: South African ID, ID Number: ***, Policy Number: ***9, Product Type: Other, Complaint Related To: Changes or switches, Complaint Title: tracking number is --CCCPC***8, Complaint Description: I emailed you asking for changes to my Greenlight Contract and two days later I am still waiting for someone to contact me about this.
___________________________________
Today is the 18th of May and it seems my simple instruction to reduce my premium still haven't been reduced. If my account gets debited for the full amount on the 25th I will definitely be lodging a complain with the FSCA.
Helpful (0)
Replies (15)0
Replies (15)
Old Mutual's replyOfficial
18 May 2025, 11:04Hi Gavin
We acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Kind regards
Old Mutual Complaints Management
We acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Kind regards
Old Mutual Complaints Management
Old Mutual's reply18 May 2025, 11:04
Official
Hi Gavin
We acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Kind regards
Old Mutual Complaints Management
We acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Kind regards
Old Mutual Complaints Management
GS
Gavin S's updateReviewer Update
19 May 2025, 13:51Good afternoon,
I have now received about 5 emails from Old Mutual, and none of it was to tell me my initial instructions to reduce my cover were completed. You even called me so I can talk to a Financial Advisor.
So please hear me clearly; I have no need to talk to a Financial Advisor as I am a Certified Financial Planner® and I actually used to work for Old Mutual, so I really don't want to talk to a Financial Advisor or need one.
I want you to reduce my cover as per my initial instruction before the 25th of May, as you have had enough time to do this.
Kind regards
I have now received about 5 emails from Old Mutual, and none of it was to tell me my initial instructions to reduce my cover were completed. You even called me so I can talk to a Financial Advisor.
So please hear me clearly; I have no need to talk to a Financial Advisor as I am a Certified Financial Planner® and I actually used to work for Old Mutual, so I really don't want to talk to a Financial Advisor or need one.
I want you to reduce my cover as per my initial instruction before the 25th of May, as you have had enough time to do this.
Kind regards
GS
Gavin S's update19 May 2025, 13:51
Reviewer Update
Good afternoon,
I have now received about 5 emails from Old Mutual, and none of it was to tell me my initial instructions to reduce my cover were completed. You even called me so I can talk to a Financial Advisor.
So please hear me clearly; I have no need to talk to a Financial Advisor as I am a Certified Financial Planner® and I actually used to work for Old Mutual, so I really don't want to talk to a Financial Advisor or need one.
I want you to reduce my cover as per my initial instruction before the 25th of May, as you have had enough time to do this.
Kind regards
I have now received about 5 emails from Old Mutual, and none of it was to tell me my initial instructions to reduce my cover were completed. You even called me so I can talk to a Financial Advisor.
So please hear me clearly; I have no need to talk to a Financial Advisor as I am a Certified Financial Planner® and I actually used to work for Old Mutual, so I really don't want to talk to a Financial Advisor or need one.
I want you to reduce my cover as per my initial instruction before the 25th of May, as you have had enough time to do this.
Kind regards
Old Mutual's replyOfficial
19 May 2025, 13:56Good day, Gavin.
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 reply19 May 2025, 13:56
Official
Good day, Gavin.
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
GS
Gavin S's updateReviewer Update
20 May 2025, 13:44Hi
No one has contacted me so far, and my cover decrease still has not happened. I will proceed with laying an official claim against.
No one has contacted me so far, and my cover decrease still has not happened. I will proceed with laying an official claim against.
GS
Gavin S's update20 May 2025, 13:44
Reviewer Update
Hi
No one has contacted me so far, and my cover decrease still has not happened. I will proceed with laying an official claim against.
No one has contacted me so far, and my cover decrease still has not happened. I will proceed with laying an official claim against.
Old Mutual's replyOfficial
20 May 2025, 13:53Hi Gavin, we are very sorry for the delay. We can assure you that we are following up regarding this.
Old Mutual's reply20 May 2025, 13:53
Official
Hi Gavin, we are very sorry for the delay. We can assure you that we are following up regarding this.
GS
Gavin S's updateReviewer Update
20 May 2025, 14:15Can you just tell me why it is so hard for you to execute my instructions? I am really confused as to why this is the case. I want to reduce my cover, and you seem incapable of doing this, and you keep on telling me you are following up on this, which does not help me a lot. Just tell me why you can't execute, why it is so difficult? One of the steps of Treating Clients Fairly is that there should not be any post-sale barriers, and at the moment, this is what is happening.
As a financial services provider, you are supposed to provide me with clear steps to follow, and yet you haven't. I got emails from:
Arthur Beneke - Your Complaints Assessor
Boniswa Hoho - Skill Coach
Luther Johnson - PF Complaints
Customer Care Service
And yet none of them have been able to tell me why they could not act on my instruction or why it has not been done.
All I get are patronising replies via HelloPeter and no action.
As a financial services provider, you are supposed to provide me with clear steps to follow, and yet you haven't. I got emails from:
Arthur Beneke - Your Complaints Assessor
Boniswa Hoho - Skill Coach
Luther Johnson - PF Complaints
Customer Care Service
And yet none of them have been able to tell me why they could not act on my instruction or why it has not been done.
All I get are patronising replies via HelloPeter and no action.
GS
Gavin S's update20 May 2025, 14:15
Reviewer Update
Can you just tell me why it is so hard for you to execute my instructions? I am really confused as to why this is the case. I want to reduce my cover, and you seem incapable of doing this, and you keep on telling me you are following up on this, which does not help me a lot. Just tell me why you can't execute, why it is so difficult? One of the steps of Treating Clients Fairly is that there should not be any post-sale barriers, and at the moment, this is what is happening.
As a financial services provider, you are supposed to provide me with clear steps to follow, and yet you haven't. I got emails from:
Arthur Beneke - Your Complaints Assessor
Boniswa Hoho - Skill Coach
Luther Johnson - PF Complaints
Customer Care Service
And yet none of them have been able to tell me why they could not act on my instruction or why it has not been done.
All I get are patronising replies via HelloPeter and no action.
As a financial services provider, you are supposed to provide me with clear steps to follow, and yet you haven't. I got emails from:
Arthur Beneke - Your Complaints Assessor
Boniswa Hoho - Skill Coach
Luther Johnson - PF Complaints
Customer Care Service
And yet none of them have been able to tell me why they could not act on my instruction or why it has not been done.
All I get are patronising replies via HelloPeter and no action.
Old Mutual's replyOfficial
20 May 2025, 14:28Hi Gavin,
We note your concerns regarding your enquiry, but rest assured your matter has received our urgent attention and our complaints assessor will contact you shortly with feedback.
We note your concerns regarding your enquiry, but rest assured your matter has received our urgent attention and our complaints assessor will contact you shortly with feedback.
Old Mutual's reply20 May 2025, 14:28
Official
Hi Gavin,
We note your concerns regarding your enquiry, but rest assured your matter has received our urgent attention and our complaints assessor will contact you shortly with feedback.
We note your concerns regarding your enquiry, but rest assured your matter has received our urgent attention and our complaints assessor will contact you shortly with feedback.
Old Mutual's replyOfficial
20 May 2025, 14:29Hi Gavin,
We note your concerns regarding your enquiry, but rest assured your matter has received our urgent attention and our complaints assessor will contact you shortly with feedback.
We note your concerns regarding your enquiry, but rest assured your matter has received our urgent attention and our complaints assessor will contact you shortly with feedback.
Old Mutual's reply20 May 2025, 14:29
Official
Hi Gavin,
We note your concerns regarding your enquiry, but rest assured your matter has received our urgent attention and our complaints assessor will contact you shortly with feedback.
We note your concerns regarding your enquiry, but rest assured your matter has received our urgent attention and our complaints assessor will contact you shortly with feedback.
Old Mutual's replyOfficial
20 May 2025, 14:29Hi Gavin,
We note your concerns regarding your enquiry, but rest assured your matter has received our urgent attention and our complaints assessor will contact you shortly with feedback.
We note your concerns regarding your enquiry, but rest assured your matter has received our urgent attention and our complaints assessor will contact you shortly with feedback.
Old Mutual's reply20 May 2025, 14:29
Official
Hi Gavin,
We note your concerns regarding your enquiry, but rest assured your matter has received our urgent attention and our complaints assessor will contact you shortly with feedback.
We note your concerns regarding your enquiry, but rest assured your matter has received our urgent attention and our complaints assessor will contact you shortly with feedback.
GS
Gavin S's updateReviewer Update
22 May 2025, 09:20Good day,
Yesterday, I received a total of 8 emails from Old Mutual with 8 documents. No one contacted me to take me through the process. On the document, there is no place to sign, and it keeps talking about me needing to complete an application with my financial planner. I am a Financial Planner and don't need one, and I was not given an application.
I am in the financial industry, and I am struggling with the process. What about the ordinary person out there? Reducing cover should not be this difficult. Here is the 6th Principle of TCF:
6. Claims, Complaints, and Changes: Providers should have clear and accessible procedures for handling claims, complaints, and changes to products or services.They should ensure that customers do not face unreasonable barriers when attempting to make a claim, complain, or switch providers.
Currently, Old Mutual is not upholding this principle, and I will be proceeding with my complaint to the FSCA because it is really pathetic.
Yesterday, I received a total of 8 emails from Old Mutual with 8 documents. No one contacted me to take me through the process. On the document, there is no place to sign, and it keeps talking about me needing to complete an application with my financial planner. I am a Financial Planner and don't need one, and I was not given an application.
I am in the financial industry, and I am struggling with the process. What about the ordinary person out there? Reducing cover should not be this difficult. Here is the 6th Principle of TCF:
6. Claims, Complaints, and Changes: Providers should have clear and accessible procedures for handling claims, complaints, and changes to products or services.They should ensure that customers do not face unreasonable barriers when attempting to make a claim, complain, or switch providers.
Currently, Old Mutual is not upholding this principle, and I will be proceeding with my complaint to the FSCA because it is really pathetic.
GS
Gavin S's update22 May 2025, 09:20
Reviewer Update
Good day,
Yesterday, I received a total of 8 emails from Old Mutual with 8 documents. No one contacted me to take me through the process. On the document, there is no place to sign, and it keeps talking about me needing to complete an application with my financial planner. I am a Financial Planner and don't need one, and I was not given an application.
I am in the financial industry, and I am struggling with the process. What about the ordinary person out there? Reducing cover should not be this difficult. Here is the 6th Principle of TCF:
6. Claims, Complaints, and Changes: Providers should have clear and accessible procedures for handling claims, complaints, and changes to products or services.They should ensure that customers do not face unreasonable barriers when attempting to make a claim, complain, or switch providers.
Currently, Old Mutual is not upholding this principle, and I will be proceeding with my complaint to the FSCA because it is really pathetic.
Yesterday, I received a total of 8 emails from Old Mutual with 8 documents. No one contacted me to take me through the process. On the document, there is no place to sign, and it keeps talking about me needing to complete an application with my financial planner. I am a Financial Planner and don't need one, and I was not given an application.
I am in the financial industry, and I am struggling with the process. What about the ordinary person out there? Reducing cover should not be this difficult. Here is the 6th Principle of TCF:
6. Claims, Complaints, and Changes: Providers should have clear and accessible procedures for handling claims, complaints, and changes to products or services.They should ensure that customers do not face unreasonable barriers when attempting to make a claim, complain, or switch providers.
Currently, Old Mutual is not upholding this principle, and I will be proceeding with my complaint to the FSCA because it is really pathetic.
Old Mutual's replyOfficial
22 May 2025, 10:37Good day Gavin S,
Thank you for reaching out and for sharing your detailed feedback. We take your concerns seriously and appreciate the time you've taken to highlight your experience.
Please be assured that your matter has been noted and is currently receiving attention. Our team is investigating and will be in touch with you directly to provide clarity and support regarding the documents received and the next steps.
We understand the importance of upholding Treating Customers Fairly principles and remain committed to ensuring a smoother experience for all our clients.
Kind regards,
Old Mutual Complaints Management
Thank you for reaching out and for sharing your detailed feedback. We take your concerns seriously and appreciate the time you've taken to highlight your experience.
Please be assured that your matter has been noted and is currently receiving attention. Our team is investigating and will be in touch with you directly to provide clarity and support regarding the documents received and the next steps.
We understand the importance of upholding Treating Customers Fairly principles and remain committed to ensuring a smoother experience for all our clients.
Kind regards,
Old Mutual Complaints Management
Old Mutual's reply22 May 2025, 10:37
Official
Good day Gavin S,
Thank you for reaching out and for sharing your detailed feedback. We take your concerns seriously and appreciate the time you've taken to highlight your experience.
Please be assured that your matter has been noted and is currently receiving attention. Our team is investigating and will be in touch with you directly to provide clarity and support regarding the documents received and the next steps.
We understand the importance of upholding Treating Customers Fairly principles and remain committed to ensuring a smoother experience for all our clients.
Kind regards,
Old Mutual Complaints Management
Thank you for reaching out and for sharing your detailed feedback. We take your concerns seriously and appreciate the time you've taken to highlight your experience.
Please be assured that your matter has been noted and is currently receiving attention. Our team is investigating and will be in touch with you directly to provide clarity and support regarding the documents received and the next steps.
We understand the importance of upholding Treating Customers Fairly principles and remain committed to ensuring a smoother experience for all our clients.
Kind regards,
Old Mutual Complaints Management
GS
Gavin S's updateReviewer Update
28 May 2025, 07:35Last week I got this email from Arthur at Old Mutual, and it is fair to say that none of the things he mentioned in his email he said will be implemented were implemented. I even reached out to the FSCA, and well, they were even worse. All I got from them was a promise that someone will call me an yet no one did:
Good day Mr Smith
Please accept our apologies for the delay in getting this matter finalised.
I have escalated this matter with the relevant management team who has assisted in getting this finalised.
I am happy to confirm that the voluntary decrease has been finalised on the benefits as you have requested. All the benefits has a deduction date of the 25th.
In this instance, the decrease is effective on different dates on the different benefits due to the initial start date of the benefits.
The effective date for the change is the 25th of May 2025 for the following benefits:
***9/LSFE/1
***9/LSFE/2
The effective date for the change is the 31st of May 2025 for the following benefits:
***9/LSD/3
***9/LSD/4
***9/LSEIMC/1
***9/LSEIMC/2
***9/LSXRDB/1
***9/LSXRDB/2
Because the above benefits has an effective date that is after the deduction date, the old (higher) premiums will be deducted on the 25th of May. However, the lower premiums will be deducted as of June 2025.
Once the deductions takes place, please send me proof of the deduction and I will submit a request to our specialist team to determine if we can refund the difference.
I hope this finds you well.
Kind regardsArthur BenekeComplaints Assessor I OML Customer Complaints
Mutualpark, Pinelands
T. +27 (0)21 *** I E. *** I R. --OCM***2--
Good day Mr Smith
Please accept our apologies for the delay in getting this matter finalised.
I have escalated this matter with the relevant management team who has assisted in getting this finalised.
I am happy to confirm that the voluntary decrease has been finalised on the benefits as you have requested. All the benefits has a deduction date of the 25th.
In this instance, the decrease is effective on different dates on the different benefits due to the initial start date of the benefits.
The effective date for the change is the 25th of May 2025 for the following benefits:
***9/LSFE/1
***9/LSFE/2
The effective date for the change is the 31st of May 2025 for the following benefits:
***9/LSD/3
***9/LSD/4
***9/LSEIMC/1
***9/LSEIMC/2
***9/LSXRDB/1
***9/LSXRDB/2
Because the above benefits has an effective date that is after the deduction date, the old (higher) premiums will be deducted on the 25th of May. However, the lower premiums will be deducted as of June 2025.
Once the deductions takes place, please send me proof of the deduction and I will submit a request to our specialist team to determine if we can refund the difference.
I hope this finds you well.
Kind regardsArthur BenekeComplaints Assessor I OML Customer Complaints
Mutualpark, Pinelands
T. +27 (0)21 *** I E. *** I R. --OCM***2--
GS
Gavin S's update28 May 2025, 07:35
Reviewer Update
Last week I got this email from Arthur at Old Mutual, and it is fair to say that none of the things he mentioned in his email he said will be implemented were implemented. I even reached out to the FSCA, and well, they were even worse. All I got from them was a promise that someone will call me an yet no one did:
Good day Mr Smith
Please accept our apologies for the delay in getting this matter finalised.
I have escalated this matter with the relevant management team who has assisted in getting this finalised.
I am happy to confirm that the voluntary decrease has been finalised on the benefits as you have requested. All the benefits has a deduction date of the 25th.
In this instance, the decrease is effective on different dates on the different benefits due to the initial start date of the benefits.
The effective date for the change is the 25th of May 2025 for the following benefits:
***9/LSFE/1
***9/LSFE/2
The effective date for the change is the 31st of May 2025 for the following benefits:
***9/LSD/3
***9/LSD/4
***9/LSEIMC/1
***9/LSEIMC/2
***9/LSXRDB/1
***9/LSXRDB/2
Because the above benefits has an effective date that is after the deduction date, the old (higher) premiums will be deducted on the 25th of May. However, the lower premiums will be deducted as of June 2025.
Once the deductions takes place, please send me proof of the deduction and I will submit a request to our specialist team to determine if we can refund the difference.
I hope this finds you well.
Kind regardsArthur BenekeComplaints Assessor I OML Customer Complaints
Mutualpark, Pinelands
T. +27 (0)21 *** I E. *** I R. --OCM***2--
Good day Mr Smith
Please accept our apologies for the delay in getting this matter finalised.
I have escalated this matter with the relevant management team who has assisted in getting this finalised.
I am happy to confirm that the voluntary decrease has been finalised on the benefits as you have requested. All the benefits has a deduction date of the 25th.
In this instance, the decrease is effective on different dates on the different benefits due to the initial start date of the benefits.
The effective date for the change is the 25th of May 2025 for the following benefits:
***9/LSFE/1
***9/LSFE/2
The effective date for the change is the 31st of May 2025 for the following benefits:
***9/LSD/3
***9/LSD/4
***9/LSEIMC/1
***9/LSEIMC/2
***9/LSXRDB/1
***9/LSXRDB/2
Because the above benefits has an effective date that is after the deduction date, the old (higher) premiums will be deducted on the 25th of May. However, the lower premiums will be deducted as of June 2025.
Once the deductions takes place, please send me proof of the deduction and I will submit a request to our specialist team to determine if we can refund the difference.
I hope this finds you well.
Kind regardsArthur BenekeComplaints Assessor I OML Customer Complaints
Mutualpark, Pinelands
T. +27 (0)21 *** I E. *** I R. --OCM***2--
Old Mutual's replyOfficial
28 May 2025, 07:59Good day,
We acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Kind regards
Old Mutual Complaints Management
We acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Kind regards
Old Mutual Complaints Management
Old Mutual's reply28 May 2025, 07:59
Official
Good day,
We acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Kind regards
Old Mutual Complaints Management
We acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Kind regards
Old Mutual Complaints Management
GS
Gavin S's updateReviewer Update
28 May 2025, 09:17STOP WITH THE FREAKING CONDECENDING REPLIES JUST FIX IT!!!!!!!!!!
GS
Gavin S's update28 May 2025, 09:17
Reviewer Update
STOP WITH THE FREAKING CONDECENDING REPLIES JUST FIX IT!!!!!!!!!!
Old Mutual's replyOfficial
28 May 2025, 14:21Good Day,
We truly apologise for the frustration.
We're focused on resolving this issue immediately.
Kind regards,
Old Mutual Complaints Management
We truly apologise for the frustration.
We're focused on resolving this issue immediately.
Kind regards,
Old Mutual Complaints Management
Old Mutual's reply28 May 2025, 14:21
Official
Good Day,
We truly apologise for the frustration.
We're focused on resolving this issue immediately.
Kind regards,
Old Mutual Complaints Management
We truly apologise for the frustration.
We're focused on resolving this issue immediately.
Kind regards,
Old Mutual Complaints Management