Frustrating Bad service Experience

Subject: Frustrating Experience - Ref Number CEA***

My mom wants to withdraw from her policy with Old Mutual. This isn’t the first, second, or even third time she has attempted to withdraw, but now they are requesting a document that they have never asked for before. After she submitted the required document, they informed her that additional documents were needed, which she doesn’t have.

She called to explain that she only received the documents she submitted, but still, there was no resolution. At this point, she feels lost and frustrated because she wants to withdraw from her policy but is confused about why they are requesting this document now. After numerous calls, she has been promised callbacks that never materialize.

Unfortunately, I cannot call on her behalf since I am not a policyholder. As a pensioner, she is feeling increasingly frustrated as she is unable to access her money.