AB
Adriaan B
1 reviews | Active since Dec 2024
04 Feb 2025, 10:51
Learn from my mistakes - MOVE YOUR BUSINESS ELSEWHERE!!
I did a online claim on the 31st of October 2024 which is still not finalised. Old Mutual managed to mess up numerous ROTs by continuously providing insufficient and incorrect information. Finally on 7 January the ROT was accepted by the other institution and Old Mutual had to apply for the tax directive to finalise the claim, but when I followed up with my financial advisor on 28 January, they contacted Old Mutual to learn that Old Mutual never app**** for the tax directive, which were supposed to happen around 7/8 January. In the meantime my fin advisor's office phones Old Mutual frequently in an attempt to get updates. Got feedback via my fin advisor on the 29th that Old Mutual app**** for a tax directive and got an error "somewhere", nobody can confirm what caused it, but we must wait again until the 3rd of February. Today is the 4th and I'm still waiting for feedback. Needless to say, Old Mutual still does not answer any email sent to their casclaims email address - you just get an auto-reply to inform you that they will contact you within 48 hours, but don't count on that, because that NEVER happens. I also tried to send email to their feedback... address, but to date that is also still unanswered. The ONLY way to get some form of reply from Old Mutual is by posting on hellopeter.
Will you please provide me with a progress update regarding my claim.
Helpful (0)
Replies (16)0
Replies (16)
Old Mutual's replyOfficial
04 Feb 2025, 11:01Good day Adriaan,
We acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Kind regards
Old Mutual Complaints Management
We acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Kind regards
Old Mutual Complaints Management
Old Mutual's reply04 Feb 2025, 11:01
Official
Good day Adriaan,
We acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Kind regards
Old Mutual Complaints Management
We acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Kind regards
Old Mutual Complaints Management
AB
Adriaan B's updateReviewer Update
05 Feb 2025, 11:08Another day has passed, and yet again nobody has contacted me. Will somebody please get back to me today, and explain to me what the issue is and by when it will be resolved.
Thank you
Thank you
AB
Adriaan B's update05 Feb 2025, 11:08
Reviewer Update
Another day has passed, and yet again nobody has contacted me. Will somebody please get back to me today, and explain to me what the issue is and by when it will be resolved.
Thank you
Thank you
Old Mutual's replyOfficial
05 Feb 2025, 11:16Good day Adriaan,
We acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Kind regards
Old Mutual Complaints Management
We acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Kind regards
Old Mutual Complaints Management
Old Mutual's reply05 Feb 2025, 11:16
Official
Good day Adriaan,
We acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Kind regards
Old Mutual Complaints Management
We acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Kind regards
Old Mutual Complaints Management
AB
Adriaan B's updateReviewer Update
05 Feb 2025, 11:24You keep on telling me that you will investigate, but I never get any feedback thereafter. Please then send me the email address or contact number of a COMPETENT person I can contact directly - please don't send me the email address or number of the helpdesk, because the emails are never answered and the call-center staff are unable to assist - they just tell you that they will escalate and then you never hear anything thereafter.
AB
Adriaan B's update05 Feb 2025, 11:24
Reviewer Update
You keep on telling me that you will investigate, but I never get any feedback thereafter. Please then send me the email address or contact number of a COMPETENT person I can contact directly - please don't send me the email address or number of the helpdesk, because the emails are never answered and the call-center staff are unable to assist - they just tell you that they will escalate and then you never hear anything thereafter.
Old Mutual's replyOfficial
05 Feb 2025, 12:01Dear Adriaan,
We note your comments and concerns, please be advised that this matter is being attended to and feedback will be provided via email. One of our complaint assessors will be in touch, as we are committed to resolving your issues and making your experience better.
Regards
Old Mutual Complaints Management
We note your comments and concerns, please be advised that this matter is being attended to and feedback will be provided via email. One of our complaint assessors will be in touch, as we are committed to resolving your issues and making your experience better.
Regards
Old Mutual Complaints Management
Old Mutual's reply05 Feb 2025, 12:01
Official
Dear Adriaan,
We note your comments and concerns, please be advised that this matter is being attended to and feedback will be provided via email. One of our complaint assessors will be in touch, as we are committed to resolving your issues and making your experience better.
Regards
Old Mutual Complaints Management
We note your comments and concerns, please be advised that this matter is being attended to and feedback will be provided via email. One of our complaint assessors will be in touch, as we are committed to resolving your issues and making your experience better.
Regards
Old Mutual Complaints Management
AB
Adriaan B's updateReviewer Update
06 Feb 2025, 10:40How many times are you still going to tell me that the matter is being attended to, without contacting me in person and explaining what the issue is. The is ridiculous!
You just sweet-talk the public in an attempt to keep them happy and nothing further happens.
Please get the CEO to phone me, because I will tell him what an *********** company Old Mutual is.
This was supposed to be a simple claim, something which is probably done hundreds or even thousands of times every month, but you still have not managed to get it right, more than 3 months later.
You just sweet-talk the public in an attempt to keep them happy and nothing further happens.
Please get the CEO to phone me, because I will tell him what an *********** company Old Mutual is.
This was supposed to be a simple claim, something which is probably done hundreds or even thousands of times every month, but you still have not managed to get it right, more than 3 months later.
AB
Adriaan B's update06 Feb 2025, 10:40
Reviewer Update
How many times are you still going to tell me that the matter is being attended to, without contacting me in person and explaining what the issue is. The is ridiculous!
You just sweet-talk the public in an attempt to keep them happy and nothing further happens.
Please get the CEO to phone me, because I will tell him what an *********** company Old Mutual is.
This was supposed to be a simple claim, something which is probably done hundreds or even thousands of times every month, but you still have not managed to get it right, more than 3 months later.
You just sweet-talk the public in an attempt to keep them happy and nothing further happens.
Please get the CEO to phone me, because I will tell him what an *********** company Old Mutual is.
This was supposed to be a simple claim, something which is probably done hundreds or even thousands of times every month, but you still have not managed to get it right, more than 3 months later.
Old Mutual's replyOfficial
06 Feb 2025, 10:46We note your comments and concerns, please be advised that this matter is being attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
Regards
Old Mutual Complaints Management
Old Mutual's reply06 Feb 2025, 10:46
Official
We note your comments and concerns, please be advised that this matter is being attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
Regards
Old Mutual Complaints Management
AB
Adriaan B's updateReviewer Update
06 Feb 2025, 10:52Just as I thought, they have a BOT responding to hellopeter posts. No wonder I never get an actual reply via email or phone - the BOT was never programmed to do anything else than to reply here.
AB
Adriaan B's update06 Feb 2025, 10:52
Reviewer Update
Just as I thought, they have a BOT responding to hellopeter posts. No wonder I never get an actual reply via email or phone - the BOT was never programmed to do anything else than to reply here.
AB
Adriaan B's updateReviewer Update
14 Feb 2025, 11:41old mutual should really wake up. These idiots have messed it up yet again. My financial advisor spends hours on daily calls to them in trying to follow up and resolve the mess, just to get new STUPID excuses every time. The latest is that they requested a tax directive for the full amount and not only for the portion to be paid out in cash. Every time they mess up, I have to wait another 2 to 3 days for them to either mess it up AGAIN or to make a mess of the next step in the process. These are the most *********** bunch of idiots I've ever dealt with.
And don't expect any feedback to emails sent to them or queries logged via their website - you will only get the auto-reply and NOTHING thereafter.
One bit of advise to everyone - MOVE YOUR BUSINESS AWAY FROM old mutual ASAP!!! (Although the process itself might take a considerable amount of time) GOOD LUCK!!!
And don't expect any feedback to emails sent to them or queries logged via their website - you will only get the auto-reply and NOTHING thereafter.
One bit of advise to everyone - MOVE YOUR BUSINESS AWAY FROM old mutual ASAP!!! (Although the process itself might take a considerable amount of time) GOOD LUCK!!!
AB
Adriaan B's update14 Feb 2025, 11:41
Reviewer Update
old mutual should really wake up. These idiots have messed it up yet again. My financial advisor spends hours on daily calls to them in trying to follow up and resolve the mess, just to get new STUPID excuses every time. The latest is that they requested a tax directive for the full amount and not only for the portion to be paid out in cash. Every time they mess up, I have to wait another 2 to 3 days for them to either mess it up AGAIN or to make a mess of the next step in the process. These are the most *********** bunch of idiots I've ever dealt with.
And don't expect any feedback to emails sent to them or queries logged via their website - you will only get the auto-reply and NOTHING thereafter.
One bit of advise to everyone - MOVE YOUR BUSINESS AWAY FROM old mutual ASAP!!! (Although the process itself might take a considerable amount of time) GOOD LUCK!!!
And don't expect any feedback to emails sent to them or queries logged via their website - you will only get the auto-reply and NOTHING thereafter.
One bit of advise to everyone - MOVE YOUR BUSINESS AWAY FROM old mutual ASAP!!! (Although the process itself might take a considerable amount of time) GOOD LUCK!!!
Old Mutual's replyOfficial
14 Feb 2025, 13:25Good day Adriaan,
We acknowledge receipt of your review and extend our sincere apologies for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Regards
Old Mutual Complaints Management
We acknowledge receipt of your review and extend our sincere apologies for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Regards
Old Mutual Complaints Management
Old Mutual's reply14 Feb 2025, 13:25
Official
Good day Adriaan,
We acknowledge receipt of your review and extend our sincere apologies for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Regards
Old Mutual Complaints Management
We acknowledge receipt of your review and extend our sincere apologies for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Regards
Old Mutual Complaints Management
AB
Adriaan B's updateReviewer Update
14 Feb 2025, 13:28Same old copy paste response on hellopeter, without any communication or resolution thereafter...
AB
Adriaan B's update14 Feb 2025, 13:28
Reviewer Update
Same old copy paste response on hellopeter, without any communication or resolution thereafter...
Old Mutual's replyOfficial
14 Feb 2025, 17:50Please note that our team has been made aware of your messages and feedback will be provided to you via email.
We do apologise for the delay.
We do apologise for the delay.
Old Mutual's reply14 Feb 2025, 17:50
Official
Please note that our team has been made aware of your messages and feedback will be provided to you via email.
We do apologise for the delay.
We do apologise for the delay.
AB
Adriaan B's updateReviewer Update
17 Feb 2025, 10:31Good morning
By when can I expect a reply via email as mentioned on Friday. Don't tell me 2 - 3 days, because that is the standard response from old mutual and you never reply in any case, you just manage to waste another 2 - 3 days of my time while I was hoping to get a reply of some sort.
By when can I expect a reply via email as mentioned on Friday. Don't tell me 2 - 3 days, because that is the standard response from old mutual and you never reply in any case, you just manage to waste another 2 - 3 days of my time while I was hoping to get a reply of some sort.
AB
Adriaan B's update17 Feb 2025, 10:31
Reviewer Update
Good morning
By when can I expect a reply via email as mentioned on Friday. Don't tell me 2 - 3 days, because that is the standard response from old mutual and you never reply in any case, you just manage to waste another 2 - 3 days of my time while I was hoping to get a reply of some sort.
By when can I expect a reply via email as mentioned on Friday. Don't tell me 2 - 3 days, because that is the standard response from old mutual and you never reply in any case, you just manage to waste another 2 - 3 days of my time while I was hoping to get a reply of some sort.
Old Mutual's replyOfficial
17 Feb 2025, 17:11Please note that our team has been made aware of your messages and feedback will be provided to you via email.
We do apologise for the delay.
We do apologise for the delay.
Old Mutual's reply17 Feb 2025, 17:11
Official
Please note that our team has been made aware of your messages and feedback will be provided to you via email.
We do apologise for the delay.
We do apologise for the delay.
AB
Adriaan B's updateReviewer Update
17 Feb 2025, 17:16What a joke. An exact copy of the message sent on 14 Feb. What is the point. Get your act together and phone me or email me. I dare you!
AB
Adriaan B's update17 Feb 2025, 17:16
Reviewer Update
What a joke. An exact copy of the message sent on 14 Feb. What is the point. Get your act together and phone me or email me. I dare you!
Old Mutual's replyOfficial
18 Feb 2025, 00:49Good day Adriaan,
We can assure you that one of our consultants will reach out to you today to assist you further.
Regards
Old Mutual Complaints Management
We can assure you that one of our consultants will reach out to you today to assist you further.
Regards
Old Mutual Complaints Management
Old Mutual's reply18 Feb 2025, 00:49
Official
Good day Adriaan,
We can assure you that one of our consultants will reach out to you today to assist you further.
Regards
Old Mutual Complaints Management
We can assure you that one of our consultants will reach out to you today to assist you further.
Regards
Old Mutual Complaints Management