Disgusting service from DYLAN PETERSEN

Absolutely DISGUSTING service and treatment received from the staff at Old Mutual in the Superfund Department!!

I would never for the rest of my life bother with Old Mutual. Their customer service team, especially the people they feel fit for leadership roles provide PATHETIC service.

I resigned from my job and am now trying to claim money from my superfund since October. I had received a payout of my savings portion 2 weeks ago however Old Mutual is now taking extra long to release MY money from their Superfund accounts.

I received a message on the 27th November stating they have received tax directive from SARS and will process my payment in 2-3 business days. I waited and allowed time on Monday, I followed up on Tuesday and was told my a staff member, Robin that their systems are down and I would need to call back.

I then requested a callback and a staff member Samantha spoke to me and promised that she would escalate the query and when I asked that a team leader or manager called me she agreed but shortly after before we had completed our conversation dropped the call in my face.

Anyway, I figured let me trust that it was a mistake and didn't think too much of it. The next day I called and spoke with Kyle who also promised it will be escalated with their authorisation team and funds should be paid lateat Friday (bare in mind the SLA given last week had already passed when I spoke to Kyle on 3 December 2024). Anyway I trusted that he would do as I asked and I carried on with my day. Then today, 4 December 2024 I received the most disgusting and pathetic customer service I had ever experienced in my life!!!

I called in at 8am and 2 agents dropped the call on me, I mentioned the escalation and it seems the modus for the agents at Old Mutual is asking to put you on a brief hold and putting down the phone on you. One even put down the phone and let their rating survey play - I couldn't even pretend it was an accident.

Then I called and got through to Reyhana who ensured that she was escalating my query and will have her manager call me. When I asked her to send me an email confirming she will escalate to a manager for me she advised her emails are not working but her colleague will send me an email and I received and email from ZAYAAN ABRAHAMS. I was assured by Reyhana that her manager Dylan will call me in the course of the morning.

I waited all morning until 12.30, requested a callback and another lady Raihaana spoke with me she assured me she was looking into my query, she then spoke with a skills coach named Mareldia and once she returned she started explaining how old mutual was still within their SLA of 3-5 days not 2-3 days (5 days have now passed also) for payment etc..basically making excuses why I need to call back over and over again for my own money. Once again DYLAN PETERSEN the manager was not available as her was in a "meeting". Raihaana then asked to put me on a brief hold while she tries to get me assistance and then DROPPED the call!!!! I called back again and spoke with another lady who decided to not mention her name very clearly but advised her employee number is 510224. She said that DYLAN PETERSEN was on a called with someone else - the same DYLAN PETERSEN that did not return my call since this morning 8.30AM and he would call me back once he was done. It is now 7.10 PM and nobody has called me as conveniently he went home as planned while I was kept working.

Its not even the money at this point its this pathetic service from your staff and management!

I expect urgent resolve to my query. I just want business to be done between myself and old mutual at this point. Please have someone call me.