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Lorna L

1 reviews | Active since Jun 2011

16 Jan 2023, 15:14

Funeral plan for Helper

I app**** on 12 January for a Funeral Plan for my helper. Went through the ENTIRE painful conversation with a call centre agent and the process was finalized. I approved DebiCheck requests on my banking App. However, I have not received ANY documentation or policy documentation from you guys. I recall spelling my email address MULTIPLE times to the agent. Can it honestly be THIS DIFFICULT???

Please find the policy and email to me.

Thanks

0
Replies (6)
Old Mutual
Old Mutual's reply16 Jan 2023, 15:16
Official
Good day  Lorna L

We received your review on the 16 January 2023
We sincerely apologize for your service experience. I will investigate the matter and contact you directly should we require additional information.

Regards
Bilqees Carelse
Old Mutual Complaints Management

Best regards,

LL
Lorna L's update17 Jan 2023, 14:31
Reviewer Update
Thank you - awaiting your feedback.
Please may you contact me on my personal email - ***

Thanks

Old Mutual
Old Mutual's reply17 Jan 2023, 14:40
Official
Dear Lorna 

We have emailed  *** but will resend the email to  ***.

Regards
Thabiet Mintin
Old Mutual Complaints Management 

Best regards,

LL
Lorna L's update17 Jan 2023, 18:07
Reviewer Update
Thanks Thabiet, I will verify.

I have asked the Call Centre Agent to change the email address on my profile FROM the Telkomsa.net address to the Gmail one, when I was on the call with him.

Clearly he misses quite a lot of details when on a call.

If there is any other incorrect information on the policy itself, whom do I address it with (without going through yet another call centre)?

Thanks
LL
Lorna L's update17 Jan 2023, 18:24
Reviewer Update
Thabiet,

I received a mail from Mogammad Mintin, saying that you guys CAN ONLY SEND THE POLICY TO THE REGISTERED POLICY HOLDER - which is my domestic worker - she DOESNT have an email address!

So Mo says I need to SPEAK WITH THE AGENT WHO ASSISTED ME (Who the hell that was - how will I know - anyway, how do I DIRECTLY CALL A CALL CENTRE AGENT - even if I had his name??)

You guys update your freaking records - use my email address for my domestic (she lives in a squatter camp - she DOESNT have an email) and get this **** sorted.

Your call centre agent is clearly incapable of doing his job properly.

I'm at my wits end.


Old Mutual
Old Mutual's reply18 Jan 2023, 08:25
Official
Dear Lorna

We will respond to you shortly.

Thank you.

Regards
Thabiet Mintin
Old Mutual Complaints Management

Best regards,