*********** staff

Good day, I would like to raise my concerns and disappointment about the treatment I got from your staff at Old Mutual Protea Glen. it is the worst service I have ever received. We were discriminated against and refused service. It has left a bitter taste in my mouth. My mother passed away and had savings with you. Initially I had Gone to the Greenstone branch and was advised I had to go with my Siblings. The Protea Glen was the convenient one for my siblings, so we arranged to meet there. On my arrival at the Protea Glen Mall branch, my temperature was taken and was low. I was asked at the door what my reasons were for coming to Old Mutual, I advised them my mom had passed and was coming to claim. They then asked what the cause of death which I informed them it was COVID-19. I was then asked personal questions while still standing at the door and they refused to assist me because of my mom passing away due to the COVID-19 related illness.

I tried explaining to them that I wasn't never in contact with her and have a clearance letter. I have never been so embarrassed and humiliated like this. They chased us away and even showed me a sign saying it refuses us point of entry and said we should rather send and SMS to Old Mutual for assistance. The worst part is we are still mourning our mom and we were not claiming for a funeral policy we were fetching the funds which my mom had been saving on her own.

I cannot identify the consultants as they don't wear name tags. The consultants were very unprofessional they showed no empathy and very rude and not forgetting customer service Just I imagine they are serving a disadvantaged community, where some don't even have access to the phone or sms.

We eventually went to The Glen Mall for assistance. I would like a formal apology for the treatment and would further like to know how you dealt with your staff.