Disgusting customer service/ lake of information/ not willing to assist what so ever

<p>Good day: Compliant (Old mutual)</p> <p> </p> <p>In 2013 my dad invested R93 000 with old Mutual. He was working as a law enforcement under the city of Cape Town for more than 40 year and now he is retired.</p> <p>He is currently unemployed at home and not getting any assistance from the government but the R600 that he gets from his investment with Old Mutual is not even enough to carry him and hiswife through the month end.</p> <p> </p> <p> He stays with his wife who is 65 years of age and grandkids who are below 18 years of age from his daughter who past way and myself but am always at work.</p> <p> </p> <p>Last year December he was diagnose with dementia (mental illness) at the Tygerberg Hospital referred by the Khayelitsha Hospital.</p> <p> </p> <p>The public hospital does not provide medication for this kind of illness instead we were given a prescription to buy medication at the pharmacy that cost up to almost a thousand rand. We went to our family doctor Dr Rhoda in Mandalay, he is willing to assist us although we don’t have medical aid but the cost will be R 15000.</p> <p> </p> <p>We them wrote to the dementia society for assistance, we were assisted and made us aware of the danger of people with the mental illness like dementia and also advices us to get a tracker so that we know his where about because most people that suffer with dementia tend to get lost and never be found again due to his memory loss and that is also very expensive and he also need some to assist my mom with on the daily basis and also that cost a fortune.</p> <p> </p> <p>Today I, mom and dad went to old mutual head office in mutual for assist because he has an investment with them and this is a critical condition we need every help that we can get. </p> <p>We spoke to the customer service consultant with the name of Yonda Satyda whom informed us that currently my dad investment is R91000 and he can’t get it back or get an increase to his monthly payments because that is what he agreed regardless the circumstances. She tells me that even my dad had cancer or if he could die he will never get his money back because his not the first client to want his investment and other died without even getting a cent. I can go to the lawyers if I want to and they will also get nothing out of old mutual. She then took her bag and told us she now need to go to lunch and left us.</p> <p> She then called her Branch manager her name is sandisiwe Rubuluza,because I was putting her on the spot with the questions I was asking (Yonda Satyda)I showed her ( manager ) my dad medical papers and explained to her that we can’t afford his medication for his illness and other things that would help home and assist us as this matter is very critical, we would like assist with his investment to increase his months pay-out from R600 to me little more. She then said no my dad will only get all his investment back when it is R50000. She is just a manger who does not know how to and management treat clients, she just wants to out of her site.</p> <p> </p> <p>We had a very poor and depressing experience with old mutual and I wonder does this happen to every one or to certain individuals.</p> <p>I am a bit concern regarding this matter as both the consultant and the branch manager gave me two totally different answers. Poor Customer services, both manger and consultant lake knowledge of what they were saying, none of them made sense and they approach is very bad they get angry as I question what they are telling because clearly it does not make sense at all. my mom asked the manager for tea and she said they don’t have cups but she had one in her hand and my mom was like you can also use the plastic paper cup and she walked away , we waited for her to come back with the teat , she never come back to us .What makes me so upset is the fact that my father is fighting for his life and we will lose him because we can’t afford to pay his medication, tracker and for someone to help my mom with him because Old Mutual refuse to assist even though he has money with them.</p> <p> </p> <p>Regards ,</p> <p> </p> <p>Name: Oscar</p> <p>Cell No: 072 ********** </p>