1 reviews | Active since Jul 2018
Customer Service at Old Mutual Pathetic
On the 5th of Dec 2018 I called the Old Mutual Customer Service Centre and spoke to Sihle Mabeka. My question to her was: I "Urgently" need some cash funds, I am aware that I have 3 policies with OM. She advised me what documents are required. I asked how long would it take and she advised me that I need to get a letter from my bank, confirming my banking details and complete the Old Mutual Application form and said it should take 10-15 working days. The 21st Dec I approached the Old Mutual branch in the Golden Walk Shopping Centre, Germiston and was told by Tsepo I need another letter from ABSA as the policy had been surrendered to ABSA back in 2004 when I had a joined bond which has been paid up years ago. Why did the call centre agent not tell me that. A month later I get told by Josh OM Golden Walk it will take another 10-15 days to pay out? Surely the process could be escalated?
Thank you for the review.
We apologise for the inconvenience caused in this regard.
I have had a look into the matter and find that the policy was ceded to ABSA for security (not surrendered by ABSA) for a home loan. We therefore needed confirmation from ABSA to confirm that the cession can be lifted so that the funds can be paid to you.
Our agent should have informed you of the cession and the requirements to remove it and get the plan paid to you. We do apologise for this oversight and the inconvenience it has caused you.
The surrender has been processed today and the funds will reflect in your account within the next 48 hours.
Regards
Brent Sellidon
Complaints Management
Thank you for the review.
We apologise for the inconvenience caused in this regard.
I have had a look into the matter and find that the policy was ceded to ABSA for security (not surrendered by ABSA) for a home loan. We therefore needed confirmation from ABSA to confirm that the cession can be lifted so that the funds can be paid to you.
Our agent should have informed you of the cession and the requirements to remove it and get the plan paid to you. We do apologise for this oversight and the inconvenience it has caused you.
The surrender has been processed today and the funds will reflect in your account within the next 48 hours.
Regards
Brent Sellidon
Complaints Management