Extremely Poor Service & Year-Long Delay in Pension Withdrawal – No Support from Old Mutual

I am writing this review to express my deep frustration and disappointment with Old Mutual’s handling of my pension withdrawal. What should have been a straightforward process has turned into more than a year of delays, unanswered emails, technical failures, and complete lack of support. In March 2024, my pension withdrawal was initiated by my company. All forms were correctly completed and submitted to Old Mutual. In October 2024, I was informed that my passport number did not match SARS records, as I had renewed my passport. From Ghana, I repeatedly emailed Old Mutual asking them to use my old passport number, which was used to generate my tax number. My emails were ignored, and no assistance was provided. During this time, I became seriously ill and urgently needed my funds, yet Old Mutual still did nothing to help. In April 2024, after recovering from the hospital, I followed up again. I was then sent a link to submit my claim online. Although I could log in, the verification step never worked. I tried multiple WiFi networks, several cafés in Ghana, and even attempted again when I travelled to the UK but the system still failed. I sent countless emails with screenshots explaining the issue, but the only answer I received was, “We can only help once you are fully signed in,” which was impossible due to the system error. After months of frustration, I had no choice but to travel back to Cape Town, as I owe people money and urgently needed my withdrawal. When I finally visited the Old Mutual office in person, it took only a few minutes for someone to realise that the issue had been the faulty Old Mutual ONLINE platform all along. I was told to contact their IT department or travel to the head office in Pinelands to fix it. Only then was my account corrected. I finally managed to submit my claim on 12 November 2025 after nearly 20 months of stress, unnecessary travel costs, and emotional strain. This experience reflects poor customer service, lack of accountability, and zero support for clients living outside South Africa. No one took time to understand my situation, and for over a year I was left without help while my emails went unanswered. I am still waiting for payment and would like urgent confirmation on the status of my claim.

Old Mutual has truly failed me.