Delays receiving Tax certificate

Hello Peter, It is always great to have a platform where one can share positive and negative experiences, and also learn experiences encountered by other people. I have been contributing to my pension fund for three years to Old Mutual, where I have received regular updates regarding my benefit statements. One of the advantages of contributing to your pension fund is that it reduces your tax payable to SARS. I usually receive my SARAF income tax certificate before the opening of every tax season each year (around June). However, I have not received this certificate from Old Mutual, despite communicating with them on several occasions. I have tried to download the Old Mutual app and the records do not show that the tax certificate has been uploaded. I have also tried to email the customer care service desk; while they acknowledge that my tax certificate has not been uploaded, no further information is provided regarding when I should anticipate having access to this document. Though I have been encouraged to call the toll free number for further enquiries, I have always struggled to get assistance on the customer care helpline. It is frustrating knowing that an FSP debits my account every month but cannot assist me with the simple documentation I need to file for my returns. If possible, can you please link me with their head of customer service to resolve this issue, otherwise I may consider transferring my pension fund to another FSP.

Best,

Old mutual client