If This Is Service for a Simple Query, what About a Claim?

I need to call out Old Mutual South Africa for the ongoing frustration I’ve faced since November 2024.

All I have been trying to do is confirm whether my current employer has a provident fund with them and transfer my funds from my previous employer. After months of calls and follow-ups, I still do not have clear confirmation.

Each time I call, I am asked authentication questions. ID number, cellphone, and address make sense. But asking for my salary? That is not only unnecessary, it feels invasive. To prove the inconsistency, one of your own agents managed to authenticate me without asking for it.

This week, I spent over an hour on a call, only to be placed on hold for 35 minutes while requesting a supervisor, told all managers were in a meeting, then put on hold again for 47 minutes before my call was dropped. All this, just to confirm my email address on file.

If this is how Old Mutual handles basic queries, what happens when a client tries to process a claim or when families need to access funds during a difficult time? The lack of efficiency, accountability, and consistency is unacceptable.

Old Mutual, I am asking for immediate intervention. Clients should not have to fight this hard for clarity and service.