Disrespectful employee at branch

My group schemes investment matured on the 1st of July. I emailed all the paperwork for a claim on the 28th May. I received an sms with ref no on the 10th of June. I’m still waiting for the payout, I could never get through to the call centre, subsequent emails are not answered. With reduced earnings due to the lockdown and other issues, this payout would be the welcome relief I’m looking for.

Today, 21st July, I went to the Balfour Park branch to find out why the payout is delayed. The man, who didn’t have a name tag, who was working with one called Thabo, didn’t introduce himself, even when looking at my ID, felt the need to verify my ‘title’, anytime I mentioned my frustrations with this situation, instead of apologizing on behalf of the company, felt the need to keep reminding me that he’s helping me.

I’m still waiting for my payout, I had to forward the documents to submit the claim afresh at the branch. This experience made me more sympathetic to the family that felt compelled to show up at an old mutual office with a dead body, after being frustrated by the process.

I’ve been a loyal client with old mutual, I have more than one type of policy with them but to have an employee make me feel like by helping me he’s doing me a favor is beyond disrespectful and really if my issue was beneath him, he should have spoken to his manager to see to my case. I complained on Twitter as well, the response I got there was ‘a callcenter agent will call’, after so many days, of course nobody has called