Lack of helpfulness and passing the buck and inconsistency in feedback given.

When treating your customers fairly and servicing them becomes the only thing that makes you stand out amongst the competitors - then Old mutual has failed me. 1. I have 3 policies with Old mutual which is active for over 5years, after battling for some time to get my policy documents since I was having issues on the self-service website, calling into call centre, speaking to agents and sending emails, it took 10days before I finally received my documents 2. In the process of reviewing my policies, I quested for the 2 policies to be moved to a tax-free savings account and enquired as to the min contribution on a tax-free policy. - I was told no conversion, if I want to change, I must cash out and there will be penalties, also that min premium is R450 (And on your website it shows R250 min premium) - I asked if I can open two tax free accounts with old mutual and transfer the funds to those accounts and if that will still incur penalties, I get a one sentence “Yes it will still incur penalties due to early withdrawal.” 3. I enquire about retentions strategies and providing me with alternatives that wont disadvantage me as opposed to me cancelling and moving all my policies elsewhere, my response “Unfortunately that is the product rules.” 4. I requested the amounts that will be paid out if I choose to withdraw for ALL 3 policies, my response received: “I am unable also to give you the amounts that you will be charged as that can only be determined once you withdraw the funds.” Yet this information was obtained within minutes by External Financial planner from FNB. 5. I ask for assistance in withdrawing the money – told to use the USSD platform, I enquire as to whether this withdrawal / disinvestment off 100% will that automatically close the policies and no further debit orders will be deducted. Informed that “write a letter to *** giving your ID Number and which policies you want to close” NO retention of a client whatsoever. 6. sent the cancellation request on the 30th July for no further deductions to go off for Aug – response received today that it was referred to relevant dept for processing. 7. I then went back to the Old mutual website where the tax free accounts start from R250 per month and requested a call back, yesterday an agent calls me back and I ask what is the probability of opening up the two tax free accounts in my kids names and having the funds transferred from the educational plans and this agent sounds confused and says someone will call me back “today” still and still no call.