Lack of communication

Item: Old Mutual
Rating: 1
Author: Lizelle F

I have submitted my application to withdraw from the two pot. I have not received any communication since. I need an update regarding my request. my husband also withdraw from his savings at another company. He waited the days that they said it would take to complete the application and after not receiving his funds he queried it only to find out that the processing haven't even started. I have checked my SARS and no directive was issued. So my application process haven't started yet. My child have to go for a dental procedure. I had to postpone his appointment when old mutual said that they will only start with withdrawals later because I was going to use this funds for the procedure. I can't wait for 30 days not getting any updates. Please just communicate with your clients.

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Lizelle F's updateReviewer Update

09 Oct 2024, 08:06

I have queried the status of my claim two weeks ago. The only feedback received is that the claim is in process . It is now 21 days since I submitted my application. Still no watsapp or sms received as per old mutual we were supposed to be updated on each step. No tax directive have been issued for me yet.. I received the same reply yesterday when I send another email that my claim is in process and that the withdrawal process could take up to 30 working days to conclude from the date that you submit your completed withdrawal request on the Whatsapp Platform and to Kindly monitor my Whatsapp and SMS notifications for updates.

Now it is 30 working days and not within 30 days?

Please explain the phased approach adopted by old mutual to process withdrawals efficiently within 30 days as claims submitted after me was paid out

Lizelle F's update09 Oct 2024, 08:06

Reviewer Update