Horrible Customer Service

Since the 23rd of September 2021, I have been in contact with Old Mutual as I have requested to move my retirement annuity to Metropolitan, after numerous calls to Old Mutual and emails I finally received an email advising my policy will be closed with them and transferred to Metropolitan however there will be a fee.

After consideration and not completing the Section 14 application forms I sent an email advising I will no longer transfer my policy and keep it active with Old Mutual, after I noticed my debit order was not deducted I made contact with the call centre I spoke to an agent who ended the call on me and refused to listen to my query, I called back and spoke to Cyalea to whom I raised my complaint and all she could tell me is to send an email requesting for my policy to be reinstated, I had advised Cyalea I sent an email on the 28th October 2021 to instruct old mutual not to cancel nor transfer my policy I had also asked her why did your company proceed to cancel my policy without my completed forms?

Cyalea was unable to answer me, I asked to speak to a manager and wanted for 25 minutes on hold with resuming, nor thanking me for holding advising she is still waiting on her manager to assist.

5 minutes later she hang up on me.

I need my retirement annuity reinstated with Old mutual, this is not my fault that your consultants were unable to action on my final request where I had stated I no longer require the transfer and wish to keep my policy with Old Mutual.