SN
Stretch N
1 reviews | Active since May 2021
06 Sept 2021, 15:23
Horrible service -OLD MUTUAL
Re: ***1 - Naidoo S - Old Mutual Enquiry --HV***2-- I was and still have been experiencing the most unprofessional service from both Old Mutual branches at Mossel Bay. I interacted with a lady named Kayla Levendal at Mossel Bay mall with a view to cashing in my retirement annuity. I pointed out that the telephone number on their website was incorrect,she just shrugged her shoulders.I asked her if I should rather refer this to her CEO ,she made mention that I could do whatever I wanted its not her job to ensure that it was correct. I was referred to Johan Strauss at the Marsh Street branch.Kayla did not inform me that I needed to take along my tax reference number ,banking details and ID, My experience with Johan Strauss was none the better.My attempts to obtain information from him vis mail as to the staus of my claim fell on deaf ears.I have the email trail to prove it.My claim has still not been finalised and Jaunita Wessels from Mossel Bay mall took it upon herself to give me feedback,I am still waiting. I would not recommend anybody obtaining a policy or dealing with OLd Mutual. Their employees lack interpersonal skills,communication skills and have a total lack of proffessionalism.
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Stretch N's updateReviewer Update
15 Sept 2021, 12:24Good Day
To whom it may concern
My nightmare of an experience with Old Mutual has finally come to an end. Whew, what a relief and education.
Lessons learned:
The concept of perception and reality truly exists at Old Mutual.
Employees perceive and have a holier than thou attitude but in reality, they lack interpersonal skills, communication skills, and manners.
Employees also lack initiative and seem to work just from their prescribed workbook eg. Bringing to Kayla's attention that the telephone number on the website was incorrect only to have her adopt a nonchalant attitude and shrug her shoulders. It's not her duty to address the problem.
Surely there is a manner in which the office functions, it is called standard operating procedure. But in this office Ben tells you to wait upon a call from JHB that never happens and Kayla says that is not the manner in which she works, she refers you to the offices at Marsch Street and makes the appointment for you, but she omits to inform you that you need to take documentation with you. The very same documentation was already forwarded to JHB.
Please people consider streamlining your process flows.
Please also take cognizance of the fact that people are semigrating to Mossel Bay and that we are aufait with processes and procedures.
Simple acknowledgments of emails and responses to them are common email courtesy.This is nonexistent from Johan Strauss.
I do hope that people at Old Mutual are subject to KPI processes and these matters are addressed, especially turnaround times and resolution times frames to issues raised.
Jaunita Wentzel manager of the Mossel Bay branch took it upon herself to help resolve my query.
She definitely took exception to the fact that I wrote to Hello Peter. She called to interview me thereafter as she was requested to investigate my complaint. She took exception to the fact that she said she would give me feedback but I voiced my complaint prior to her calling me.She made mention that she works until 5 pm and that should have waited until then.
Please don't in the future address me in your condescending tone,I am not your employee.Have the decency to ask if it's a convenient time to talk.
Surely Old Mutual has a CRM, how can Ms Wentzel be referee and player. The complaint was about the service at her branch,her report back will definitely be biased.
The high handed, authoritarian attitude experienced at both the branches needs to be addressed.
I once again stress that my experience with Old Mutual was **********.I would never recommend them to anybody ever.
As stated to them I also had to deal with Sanlam, without any human interaction, mailed the same documents through.no hiccups, and funds were paid out in a fortnight.
To whom it may concern
My nightmare of an experience with Old Mutual has finally come to an end. Whew, what a relief and education.
Lessons learned:
The concept of perception and reality truly exists at Old Mutual.
Employees perceive and have a holier than thou attitude but in reality, they lack interpersonal skills, communication skills, and manners.
Employees also lack initiative and seem to work just from their prescribed workbook eg. Bringing to Kayla's attention that the telephone number on the website was incorrect only to have her adopt a nonchalant attitude and shrug her shoulders. It's not her duty to address the problem.
Surely there is a manner in which the office functions, it is called standard operating procedure. But in this office Ben tells you to wait upon a call from JHB that never happens and Kayla says that is not the manner in which she works, she refers you to the offices at Marsch Street and makes the appointment for you, but she omits to inform you that you need to take documentation with you. The very same documentation was already forwarded to JHB.
Please people consider streamlining your process flows.
Please also take cognizance of the fact that people are semigrating to Mossel Bay and that we are aufait with processes and procedures.
Simple acknowledgments of emails and responses to them are common email courtesy.This is nonexistent from Johan Strauss.
I do hope that people at Old Mutual are subject to KPI processes and these matters are addressed, especially turnaround times and resolution times frames to issues raised.
Jaunita Wentzel manager of the Mossel Bay branch took it upon herself to help resolve my query.
She definitely took exception to the fact that I wrote to Hello Peter. She called to interview me thereafter as she was requested to investigate my complaint. She took exception to the fact that she said she would give me feedback but I voiced my complaint prior to her calling me.She made mention that she works until 5 pm and that should have waited until then.
Please don't in the future address me in your condescending tone,I am not your employee.Have the decency to ask if it's a convenient time to talk.
Surely Old Mutual has a CRM, how can Ms Wentzel be referee and player. The complaint was about the service at her branch,her report back will definitely be biased.
The high handed, authoritarian attitude experienced at both the branches needs to be addressed.
I once again stress that my experience with Old Mutual was **********.I would never recommend them to anybody ever.
As stated to them I also had to deal with Sanlam, without any human interaction, mailed the same documents through.no hiccups, and funds were paid out in a fortnight.
SN
Stretch N's update15 Sept 2021, 12:24
Reviewer Update
Good Day
To whom it may concern
My nightmare of an experience with Old Mutual has finally come to an end. Whew, what a relief and education.
Lessons learned:
The concept of perception and reality truly exists at Old Mutual.
Employees perceive and have a holier than thou attitude but in reality, they lack interpersonal skills, communication skills, and manners.
Employees also lack initiative and seem to work just from their prescribed workbook eg. Bringing to Kayla's attention that the telephone number on the website was incorrect only to have her adopt a nonchalant attitude and shrug her shoulders. It's not her duty to address the problem.
Surely there is a manner in which the office functions, it is called standard operating procedure. But in this office Ben tells you to wait upon a call from JHB that never happens and Kayla says that is not the manner in which she works, she refers you to the offices at Marsch Street and makes the appointment for you, but she omits to inform you that you need to take documentation with you. The very same documentation was already forwarded to JHB.
Please people consider streamlining your process flows.
Please also take cognizance of the fact that people are semigrating to Mossel Bay and that we are aufait with processes and procedures.
Simple acknowledgments of emails and responses to them are common email courtesy.This is nonexistent from Johan Strauss.
I do hope that people at Old Mutual are subject to KPI processes and these matters are addressed, especially turnaround times and resolution times frames to issues raised.
Jaunita Wentzel manager of the Mossel Bay branch took it upon herself to help resolve my query.
She definitely took exception to the fact that I wrote to Hello Peter. She called to interview me thereafter as she was requested to investigate my complaint. She took exception to the fact that she said she would give me feedback but I voiced my complaint prior to her calling me.She made mention that she works until 5 pm and that should have waited until then.
Please don't in the future address me in your condescending tone,I am not your employee.Have the decency to ask if it's a convenient time to talk.
Surely Old Mutual has a CRM, how can Ms Wentzel be referee and player. The complaint was about the service at her branch,her report back will definitely be biased.
The high handed, authoritarian attitude experienced at both the branches needs to be addressed.
I once again stress that my experience with Old Mutual was **********.I would never recommend them to anybody ever.
As stated to them I also had to deal with Sanlam, without any human interaction, mailed the same documents through.no hiccups, and funds were paid out in a fortnight.
To whom it may concern
My nightmare of an experience with Old Mutual has finally come to an end. Whew, what a relief and education.
Lessons learned:
The concept of perception and reality truly exists at Old Mutual.
Employees perceive and have a holier than thou attitude but in reality, they lack interpersonal skills, communication skills, and manners.
Employees also lack initiative and seem to work just from their prescribed workbook eg. Bringing to Kayla's attention that the telephone number on the website was incorrect only to have her adopt a nonchalant attitude and shrug her shoulders. It's not her duty to address the problem.
Surely there is a manner in which the office functions, it is called standard operating procedure. But in this office Ben tells you to wait upon a call from JHB that never happens and Kayla says that is not the manner in which she works, she refers you to the offices at Marsch Street and makes the appointment for you, but she omits to inform you that you need to take documentation with you. The very same documentation was already forwarded to JHB.
Please people consider streamlining your process flows.
Please also take cognizance of the fact that people are semigrating to Mossel Bay and that we are aufait with processes and procedures.
Simple acknowledgments of emails and responses to them are common email courtesy.This is nonexistent from Johan Strauss.
I do hope that people at Old Mutual are subject to KPI processes and these matters are addressed, especially turnaround times and resolution times frames to issues raised.
Jaunita Wentzel manager of the Mossel Bay branch took it upon herself to help resolve my query.
She definitely took exception to the fact that I wrote to Hello Peter. She called to interview me thereafter as she was requested to investigate my complaint. She took exception to the fact that she said she would give me feedback but I voiced my complaint prior to her calling me.She made mention that she works until 5 pm and that should have waited until then.
Please don't in the future address me in your condescending tone,I am not your employee.Have the decency to ask if it's a convenient time to talk.
Surely Old Mutual has a CRM, how can Ms Wentzel be referee and player. The complaint was about the service at her branch,her report back will definitely be biased.
The high handed, authoritarian attitude experienced at both the branches needs to be addressed.
I once again stress that my experience with Old Mutual was **********.I would never recommend them to anybody ever.
As stated to them I also had to deal with Sanlam, without any human interaction, mailed the same documents through.no hiccups, and funds were paid out in a fortnight.