TS
Tiara S
1 reviews | Active since Dec 2022
09 Dec 2024, 19:39
Disinvestment issues
Submitted a disinvestment on a tax free savings on the 30th of November. On the app it says that there is action required and they are awaiting additional supporting documents from me. I've called to ask what documents (Because on the app AND website tracking, it does not state what's needed)
The agent told me that the ID and tax residency is the most common additional document. She sent it to me, I filled it out and returned it to *** (as per her instruction)
I haven't gotten feedback on the email as yet. It's now the 9th of December. I have forwarded the email to the same address AGAIN and still did not get feedback.
Now I see why people assume Old Mutual *****s money...because why is a disinvestment taking this long with no communication?
Helpful (0)
Replies (19)0
Replies (19)
Old Mutual's replyOfficial
09 Dec 2024, 19:50Hello, thank you for reaching out and sharing your experience. We sincerely apologise for the frustration and delay you’re encountering with your disinvestment process. We understand how important timely communication is, especially when it involves your finances.We appreciate that you’ve sent the requested documents, and we’re sorry for the lack of feedback. This is not the level of service we strive to provide our clients.
One of our team members will be reaching out to you soon, to ensure that we resolve this issue as quickly as possible.
One of our team members will be reaching out to you soon, to ensure that we resolve this issue as quickly as possible.
Best regards,
Old Mutual's reply09 Dec 2024, 19:50
Official
Hello, thank you for reaching out and sharing your experience. We sincerely apologise for the frustration and delay you’re encountering with your disinvestment process. We understand how important timely communication is, especially when it involves your finances.We appreciate that you’ve sent the requested documents, and we’re sorry for the lack of feedback. This is not the level of service we strive to provide our clients.
One of our team members will be reaching out to you soon, to ensure that we resolve this issue as quickly as possible.
One of our team members will be reaching out to you soon, to ensure that we resolve this issue as quickly as possible.
Best regards,
TS
Tiara S's updateReviewer Update
09 Dec 2024, 19:52Thank you for your prompt response. I do hope that the call will be today
TS
Tiara S's update09 Dec 2024, 19:52
Reviewer Update
Thank you for your prompt response. I do hope that the call will be today
Old Mutual's replyOfficial
09 Dec 2024, 19:58We can confirm that we will be calling tomorrow.
Best regards,
Old Mutual's reply09 Dec 2024, 19:58
Official
We can confirm that we will be calling tomorrow.
Best regards,
TS
Tiara S's updateReviewer Update
09 Dec 2024, 20:12I am available at 8am for a call
TS
Tiara S's update09 Dec 2024, 20:12
Reviewer Update
I am available at 8am for a call
Old Mutual's replyOfficial
09 Dec 2024, 20:17We will alert our team and you will be contacted.
Best regards,
Old Mutual's reply09 Dec 2024, 20:17
Official
We will alert our team and you will be contacted.
Best regards,
TS
Tiara S's updateReviewer Update
10 Dec 2024, 08:47I haven't received a call as yet. My schedule is quite full and it is unfair that I have stipulated a time that your teams blatantly disregarded. Is this good business practice?
TS
Tiara S's update10 Dec 2024, 08:47
Reviewer Update
I haven't received a call as yet. My schedule is quite full and it is unfair that I have stipulated a time that your teams blatantly disregarded. Is this good business practice?
Old Mutual's replyOfficial
10 Dec 2024, 09:09Good day Tiara. Thank you for reaching out and responding to our team via email. We note your concerns, please be advised that this matter is been attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
Regards
Old Mutual Complaints Management
Best regards,
Old Mutual's reply10 Dec 2024, 09:09
Official
Good day Tiara. Thank you for reaching out and responding to our team via email. We note your concerns, please be advised that this matter is been attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
Regards
Old Mutual Complaints Management
Best regards,
TS
Tiara S's updateReviewer Update
10 Dec 2024, 10:15I have completed the disinvestment to cover my debit orders and expected it to be paid out before debits were due. I have now incurred late charges because of the delay on Old Mutuals side. Who is liable for this?
TS
Tiara S's update10 Dec 2024, 10:15
Reviewer Update
I have completed the disinvestment to cover my debit orders and expected it to be paid out before debits were due. I have now incurred late charges because of the delay on Old Mutuals side. Who is liable for this?
Old Mutual's replyOfficial
10 Dec 2024, 10:36We 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
Regards
Old Mutual Complaints Management
Best regards,
Old Mutual's reply10 Dec 2024, 10:36
Official
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
Regards
Old Mutual Complaints Management
Best regards,
TS
Tiara S's updateReviewer Update
10 Dec 2024, 10:40Great. I have not received a receipt of my email responding to Old Mutuals email
TS
Tiara S's update10 Dec 2024, 10:40
Reviewer Update
Great. I have not received a receipt of my email responding to Old Mutuals email
Old Mutual's replyOfficial
10 Dec 2024, 10:46The team will respond to you shortly.
Best regards,
Old Mutual's reply10 Dec 2024, 10:46
Official
The team will respond to you shortly.
Best regards,
TS
Tiara S's updateReviewer Update
10 Dec 2024, 11:35Website is still loading. Been this way since the document requirement last weekNo progress made.Still no communication from Old Mutual. Not a receipt, not a call. This is unacceptable.
TS
Tiara S's update10 Dec 2024, 11:35
Reviewer Update
Website is still loading. Been this way since the document requirement last weekNo progress made.Still no communication from Old Mutual. Not a receipt, not a call. This is unacceptable.
Old Mutual's replyOfficial
10 Dec 2024, 11:37We are very sorry to hear this. We can assure you that we are following up regarding this.
Best regards,
Old Mutual's reply10 Dec 2024, 11:37
Official
We are very sorry to hear this. We can assure you that we are following up regarding this.
Best regards,
TS
Tiara S's updateReviewer Update
10 Dec 2024, 11:54I don't believe so, given the fact that it has been a few hours and I did not even get feedback regarding the progress.
TS
Tiara S's update10 Dec 2024, 11:54
Reviewer Update
I don't believe so, given the fact that it has been a few hours and I did not even get feedback regarding the progress.
Old Mutual's replyOfficial
10 Dec 2024, 11:57We can assure you that our team will be in touch.
Best regards,
Old Mutual's reply10 Dec 2024, 11:57
Official
We can assure you that our team will be in touch.
Best regards,
TS
Tiara S's updateReviewer Update
10 Dec 2024, 13:37image.png 52.34 KBThere is no attached forms. I have already responded to OM with the tax residency form.
TS
Tiara S's update10 Dec 2024, 13:37
Reviewer Update
image.png 52.34 KBThere is no attached forms. I have already responded to OM with the tax residency form.
Old Mutual's replyOfficial
10 Dec 2024, 14:09Good day Tiara there was a response sent by our consultant via email.
"Dear T Singh
Thank you for the documentation provided.
Kindly note I have escalated Policy *****658 disinvestment request for processing.
I will monitor this matter and provide feedback shortly.
Kind regards"
Our consultant is keeping track of your disinvestment and will reach out when feedback is available.
Regards
Old Mutual Complaints Management
"Dear T Singh
Thank you for the documentation provided.
Kindly note I have escalated Policy *****658 disinvestment request for processing.
I will monitor this matter and provide feedback shortly.
Kind regards"
Our consultant is keeping track of your disinvestment and will reach out when feedback is available.
Regards
Old Mutual Complaints Management
Best regards,
Old Mutual's reply10 Dec 2024, 14:09
Official
Good day Tiara there was a response sent by our consultant via email.
"Dear T Singh
Thank you for the documentation provided.
Kindly note I have escalated Policy *****658 disinvestment request for processing.
I will monitor this matter and provide feedback shortly.
Kind regards"
Our consultant is keeping track of your disinvestment and will reach out when feedback is available.
Regards
Old Mutual Complaints Management
"Dear T Singh
Thank you for the documentation provided.
Kindly note I have escalated Policy *****658 disinvestment request for processing.
I will monitor this matter and provide feedback shortly.
Kind regards"
Our consultant is keeping track of your disinvestment and will reach out when feedback is available.
Regards
Old Mutual Complaints Management
Best regards,
TS
Tiara S's updateReviewer Update
18 Dec 2024, 10:16Issue still not resolved and I've complained about this on the 9th of December.
TS
Tiara S's update18 Dec 2024, 10:16
Reviewer Update
Issue still not resolved and I've complained about this on the 9th of December.
Old Mutual's replyOfficial
18 Dec 2024, 12:05Hi Tiara,
We note your comments, please be advised that this matter is been attended to. We have followed up with the relevant department 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. We have followed up with the relevant department and feedback will be provided via email.
Regards
Old Mutual Complaints Management
Best regards,
Old Mutual's reply18 Dec 2024, 12:05
Official
Hi Tiara,
We note your comments, please be advised that this matter is been attended to. We have followed up with the relevant department 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. We have followed up with the relevant department and feedback will be provided via email.
Regards
Old Mutual Complaints Management
Best regards,