Horrible Service

Good day,

Please may I raise a complaint against Old Mutual Branch in Pietermaritzburg, KZN Treasury House Church Street.

I first visited the branch on the 14th of Aug 2021 (Ref No. CEB***) and was assisted by a lady by the name of Sbongile Mlaba whom was to assist me to disinvest from my retirement. It all seemed well upon the first visit and she gave me a clear idea of the process as well as turnaround time, she even went as far as updating me from time to time.

I then received a call from to come into the branch again with a copy of my payslip as well as proof of residence, I went to the branch on the 27th of Aug 2021 (Ref No. CEB ***) whereby I produced the requested documents and was assisted by a gentleman by the surname of Mthethwa who told me the process is now underway however there seems to be some challenges experienced with regards to my disinvestment. I will receive a notification to return to the branch again very soon.

I then received a call that I must return to the branch on the 1st of September 2021 (Ref No. CEB***0) whereby I was then assisted by Mr Mthethwa again who then told me the process has been concluded and shall be receiving my funds after 15 working days.

15 Working days later I have not received my funds, I called the branch yesterday (21/09/2021) to follow up on my funds, I spoke to Mr Mthethwa whom asked for my reference number and assured me that he will follow up and call me back before days end. At 15:00 I called the branch to follow up since I had not received a call back, I was put through to Mr Mthethwa who then cut the call, I made numerous attempts to contact the branch for a about 30mins with my call being unanswered or cut by whomever was on the other side of the line. I then called *** where I was told that a request to disinvest was not done at all, what was done at the branch was only a PAID UP REQUEST.

I would have not went to the branch 3 times regarding this matter, sacrificing my time as well as fuel had I not been in a position of needing the funds and it is unfair to me as a long-time client with Old Mutual to have to wait for a full month to merely disinvest from an active policy that regardless of my financial woes, I always make sure that payments are made towards my policy, but when I am in need, I do not get any the assistance I need.

I am very disappointed by this because I have always been patient, respectful and friendly towards the staff at the branch during this entire process, however on the other side of the table they know they have not done justice with regards to my case and send me home with false hope. Today is a new day and I still have not received a call back from Mr Mthethwa, which makes it clear that my case is not important.

It is sad that during such difficult economic times, there are individuals that really don’t appreciate the fact that they are able to wake up and go to work every morning and are able to put bread on the table for their families. There are people who lost their jobs during this difficult times, there are graduates sitting at home and there are people who would appreciate an opportunity to get employed by an organization like Old Mutual