Lack of transparency , dissapointing customer service
<p>Good day</p> <p> </p> <p>Old Mutual its a firm solid long standing entity , however the customer service is very dissapointing lack of transparency.</p> <p>Since the #rd of March 2017 i have been calling the call centre asking for my pension fund to treated with urgency,they agreed till todate it hasnt happened i have to call ask about the progress then wheni do make the call its when Old Mutual realize soemthing is not done for example my Sars submittion i was told it was submitted to Sarson the 4th of March when i called on the 10th of March they realized that Sars didnt approve my tax directive thus submitted it manually ,if this claim was treated with urgency of whihc they agreed to someone fromt he call centre should have checked upon the progress witht he Sars directive the next day or so . </p> <p> </p> <p>Also i spoke to the call centre manager Mr January on the 10th explained my frustration due to lack of transparency as i felt that Old Mutual could have told me from the word go that we wont be able to treat your claim as urgency or escalate it then to put my hopes high , he said he will call me back today between 10am and 11am .At 12-20mid day i called the call centre spoke to Thandeka i told her that i was expecting a call from Mr January she put me through to him we got cut off. Till now i havent received a call back , </p> <p> </p> <p>This week will be the 5th week that Old Mutual is working on my claim , what i dont get is that on the 29th of March i spoke to Buella infact she calle dme to verifiy if i want to something it took Old Mutual 5 days to submitt my tax directive request to Sars .</p> <p> </p> <p>None the less am very dissapointed in their service which is not the 1st experience i had with them </p> <p>It was the funeral claim last year where i complained was promised someone will call me back till today no one has contacted me. my complaint that the call centre didnt give me the full information as to what to submit when claiming , she said copy of ID Document never tdid they mention that if its a card both sides of the card must be printed and send.</p> <p> </p> <p> </p>