Disappointing Service

I opened a savings account with Old mutual January 2018, with the hope of saving for a rainy day. One thing you never realize is that when that rainy day comes, you will struggle to make a withdrawal from your savings.

On 21 August 2020 I sent an email to *** requesting a process to withdraw funds from my savings account. The same day, I spoke to one of the Agents and they promised to send me the withdrawal forms. On the 24th I made a follow-up, only to receive a response from Brent Lodewyk on the 25 August 2020 with the forms. (Reference number: CCC***0). I completed the forms and sent them back with all attachment. I did indicate on the mail that I don't have access to the Commissioner of oath. I received no communication or acknowledgment of receipt for the documents.

On the 31st August 2020 I made a follow up to and only to be told that I must get a Commissioner of Oath, which I decided to go the Police station and get the forms signed. I send the forms again on the 8th of September 2020, on the 11th September 2020 Brent requested a bank statement and ID copy again from me to which I rep**** they were submitted with the initial claim. He confirmed later that he will send the forms through for procession.

14 September 2020 I receive another form to verify my tax residency status, I completed it and sent back. Attached to this form was my recent proof of residence. On the 18 September 2020 I called checking on the status update for my claim, I spoke to 3 different agents who would just transfer me without even understanding what my claim follow-up was about. Eventually, the call just got cut off while I was holding for someone else. I sent an email the same day to Customer Service Center hoping someone might have the decency to replay, wishful thinking! 23rd of September, I send another follow-up email. No Response

Later on the day, I decided to cancel the whole policy because it doesn't seem like this relationship will continue after this ordeal. 27 September 2020 at 20:31 I got an email from Zinathi Zote asking which policy I am cancelling. I confirmed all of the ones linked to my contract. Today, 28 September I receive ANOTHER REQUEST : COLLECT OUTSTANDING INFORMATION!!!! This is the 3rd form which I have to complete, just to make a withdrawal from my OWN money which I have been saving for myself! I will complete these forms, AGAIN! I will submit them, AGAIN! One thing I will never do is trust OLD Mutual with any of my savings, what's the use of saving for rainy day when all you going to get from your service provider is more hail. Your service is heart-breaking to someone like me who still have the time to call and send emails. I can only imagine what other customers are going through :-(