KM
Katlego M
1 reviews | Active since Jan 2025
03 Dec 2025, 12:38
Desperate customer trying to get assistance
I’m trying to reach the customer service line with no luck, put on hold for 30+ minutes and when I eventually get an agent to help they sound very condescending and put me back on hold because “they are trying pull up the policy information” went on hold for another 30minutes until the stupid survey came through and the call ended. I’ve updated my banking details at the branch and they are not the premium and now my life policy is about lapse. I’m not about to go through the whole process again and go through the waiting period because of incompetency!!
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Replies (3)0
Replies (3)
Old Mutual's replyOfficial
03 Dec 2025, 13:44Good day Katlego M,
We acknowledge receipt of your review and extend our sincere apologies 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.
Regards
Old Mutual Complaints Management
We acknowledge receipt of your review and extend our sincere apologies 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.
Regards
Old Mutual Complaints Management
Old Mutual's reply03 Dec 2025, 13:44
Official
Good day Katlego M,
We acknowledge receipt of your review and extend our sincere apologies 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.
Regards
Old Mutual Complaints Management
We acknowledge receipt of your review and extend our sincere apologies 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.
Regards
Old Mutual Complaints Management
KM
Katlego M's updateReviewer Update
07 Dec 2025, 08:00I’ve received an email that my policy has lapsed. Even after my efforts of trying to sort this thing out by sending required information . Had multiple people reach out to me to get this sorted out and was promised that it will. Was advised on a new debit order date (once off) of the 9th to keep my policy active, this is after I’ve requested an immediate debit order deduction since this was an oversight on your side. On the email you did confirm that banking details were changed and you apologised for this whole thing.Was this a lie? Is this how you treat your clients? I’m emotionally exhausted. Please please sort this out
KM
Katlego M's update07 Dec 2025, 08:00
Reviewer Update
I’ve received an email that my policy has lapsed. Even after my efforts of trying to sort this thing out by sending required information . Had multiple people reach out to me to get this sorted out and was promised that it will. Was advised on a new debit order date (once off) of the 9th to keep my policy active, this is after I’ve requested an immediate debit order deduction since this was an oversight on your side. On the email you did confirm that banking details were changed and you apologised for this whole thing.Was this a lie? Is this how you treat your clients? I’m emotionally exhausted. Please please sort this out
Old Mutual's replyOfficial
07 Dec 2025, 09:01Good day, Katlego M.
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 reply07 Dec 2025, 09:01
Official
Good day, Katlego M.
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