Disappointing Service by Old Mutual's Retirement Funds Administrators

Dear Ms Yoliswa Pascal, I was advised by Anika in the Retirement Funds Administration that you are the head of the department. I sure hope she was not lying to me, as that would not only make your team ***********, but ***** too. A claim was submitted for the withdrawal of my funds, I received a text message on the 16th indicating that SARS as issued a directive. When I called the following day, I was advised that the claim is with authorizations - will take 5/7 working days to be released. I followed up the following Mon & Tue and was given the same story. I just called now and spoke to Anika who told me that there was a negative that was only rectified yesterday so it will be 5/7 working days from the 23rd of Jan now. I'm not sure if the problem is with your systems, processes or people, but there is a problem with how things are done. How is it possible that from 1 Wednesday to the following Wednesday, no 1 realized that there's something that needed to be rectified before the funds can be released? I get that you might be dealing with a whole queue of authorizations that need to be processed daily, but you do not make a promise to customer and not honour. I also get that this might not take priority in the administrators' lives, but they need to respect the fact that they deal with people and people's claims are important to them. We don't call every day to follow up because we're bored, to us there is a real need for those claims to be finalized and funds to be released. My partner and I have retirement funds and investments with Old Mutual, this experience has made me reconsider doing business with Old Mutual. I am very disappointed.