Failure to Process Investment Payout Timeously – Old Mutual

I hereby lodge a formal complaint regarding the unreasonable delay in processing my investment payout by Old Mutual. All required documentation for my investment payout was submitted in person at the Old Mutual branch on 3 December 2025. In order to confirm that my application was in order, I returned to the branch on 13 December 2025, at which time I was informed that my application had not been forwarded for processing and was only submitted on 13 December 2025. The delay in processing is therefore attributable solely to the branch’s failure to act timeously and not due to any omission or non-compliance on my part. This failure has resulted in an unnecessary and avoidable delay in the payment of my investment proceeds, causing financial inconvenience. As a regulated financial services provider, Old Mutual has a duty to act with due skill, care, and diligence, and to treat clients fairly in accordance with applicable regulatory and service standards. The handling of this matter falls short of these obligations and to receive an email on the 23 December 2025 stating the policy had been sent for tax ....yet no payment after a month. I hereby request: 1. A formal explanation for the delay in processing my payout 2. Immediate finalisation and payment of my investment proceeds 3. Confirmation of steps taken to prevent a recurrence of this nature I trust that Old Mutual will treat this complaint with the seriousness it warrants and resolve the matter without further delay.