***** CASE - PATHETIC SERVICE!

I am a teacher that works for the Eastern Cape Department of Education and I discovered that I had an unauthorized deduction on my salary payslip from Old Mutual. I went back to my old payslips and noted that this deduction has started on 19 July 2019 and is still being deducted.

I made my way to the Greenacres, Port Elizabeth branch on the 20th of March 2021 after this recent discovery and all the necessary paperwork was completed and I was assured that it would be resolved within 10 working days. The following discovery was also made: My ID number, Persal number & Date of Birth was used in this account. The only info that was not the same was the person's name, address & telephone number.

On the 23rd of March 2021, I received an SMS asking me to visit the office again to complete a signature specimen form (which was already done on the 20th with my first visit to the branch).

On the 26th of March 2021, I received another message stating that a copy of the application form was requested from the head office for proof of signature. Since then I had NO RESPONSE from Old Mutual, no SMS's and no e-mails nor any phone calls.

Monday, 19 April 2021, I went to the same branch AGAIN to ask how the process of the ***** case is going along as it has been A MONTH since the ***** case was reported. After a "follow-up" over the phone by the lady at the front desk, all she said was that they are still busy looking into the case. One of the consultants also RELOADED the documents that were ALREADY THERE, but they asked for it AGAIN (signature specimen).

TODAY, 20 April 2021, at 08:24 am, I received an SMS stating the following: "To finalise your request, submit the outstanding requirements as requested on 12/04/2021". Keep in mind that in this message there were no specified "requirements" AND that I received NO COMMUNICATION from Old Mutual on the 12th of April 2021.

So, today I went to the branch AGAIN for the THIRD time. Even the consultant that assisted me today has no idea which "other requirements" are being referred to as ALL PAPERWORK was COMPLETED on the 20th of March 2021 already.

I need this case to be dealt with as the service is absolutely PATHETIC in assisting me with a ***** CASE! Other colleagues and friends that also work for the EC-DoE had a similar situation and their cases were DEALT WITH AND MONEY PAID BACK IN FULL within 2 weeks after filing the documentation. My case is dragging for A MONTH already and "requirements" are being asked for after ALL DOCUMENTATION was submitted AT THE BRANCH on 20 March 2021.