Formal Complaint: Old Mutual’s Two-Pot System and Customer Service

I am extremely disappointed with the service I have received from Old Mutual regarding their two-pot retirement system. As a long-standing customer, I expected better care and understanding, but what I’ve encountered is nothing short of poor customer service. The lack of compassion, empathy, and consideration for individual customers— especially for those of us who aren’t high-net-worth clients — is truly disheartening. Navigating the two-pot system should be straightforward, yet I have faced unnecessary delays, miscommunication, and a complete disregard for my concerns. Old Mutual, you need to do better. Your customers deserve timely, transparent, and respectful service. It’s clear from my experience that the individual, small-scale customer is not a priority, and this needs to change.