Lost paperwork
Very surprised and disappointed by the service I received at Old Mutual. I have a retirement annuity and needed to withdraw a portion of it for personal reasons, but I was told that the only OM staff member capable of dealing with the matter was based at their office in Paarl Mall, a 100km round trip. They sent me the necessary paperwork, a very small print which I could not understand so I thought that the staff member at OM would be the best person to complete the forms, so I took them, and the required certified copy of my ID book, drove to Paarl and then had to wait about an hour before this woman could help me. In the end she did, the paperwork required by OM was completed, we shook hands, and I presumed that the necessary funds would appear in my bank account soon. Not so. I had been away for a few days, and off-line, but when I got home yesterday I was shocked to receive an e-mail from them saying that they had lost the paperwork, and did not know who was responsible. What sort of financial institution "loses paperwork"? So now I have to get more copies, of more paperwork, do another round trip of 100kms, and hope that OM do the job properly this time. We have been with them for 40 years, and this is the 1st time I have asked them for anything unusual, and they got it wrong. It is bad enough that they seem to have only 1 staffer in the Swartland who understands the procedures, but then to lose the papers is totally unacceptable.
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Old Mutual's replyOfficial
02 Nov 2020, 10:24 Hi Douglas
Thank you for the review.
We apologise for the inconvenience caused. We will investigate and resolve with you directly.
Regards
Old Mutual Complaints Management
Thank you for the review.
We apologise for the inconvenience caused. We will investigate and resolve with you directly.
Regards
Old Mutual Complaints Management
Best regards,
Old Mutual's reply02 Nov 2020, 10:24
Official
Hi Douglas
Thank you for the review.
We apologise for the inconvenience caused. We will investigate and resolve with you directly.
Regards
Old Mutual Complaints Management
Thank you for the review.
We apologise for the inconvenience caused. We will investigate and resolve with you directly.
Regards
Old Mutual Complaints Management
Best regards,
's updateReviewer Update
02 Nov 2020, 14:20Yet another big disappointment from Old Mutual. Following our experience at OM in Paarl Mall, where we filled in forms, and suppled paperwork, only for their staffer to lose them, then they phoned us just now and told us that whatever that staffer had said was wrong. We expected to be able to commute a portion of our RA's, and this "advisor" told us what to do, and we left her office feeling quite happy, thinking that we would get a small payout in December or January. Not so. Another OM staffer just phoned us to tell us that we could NOT do ths transaction, so we cannot expect them to release any of our RA pots. So we have been **** to, misled, and thoroughly disappointed, and we cannot touch our money. well done Old Mutual.
's update02 Nov 2020, 14:20
Reviewer Update
Yet another big disappointment from Old Mutual. Following our experience at OM in Paarl Mall, where we filled in forms, and suppled paperwork, only for their staffer to lose them, then they phoned us just now and told us that whatever that staffer had said was wrong. We expected to be able to commute a portion of our RA's, and this "advisor" told us what to do, and we left her office feeling quite happy, thinking that we would get a small payout in December or January. Not so. Another OM staffer just phoned us to tell us that we could NOT do ths transaction, so we cannot expect them to release any of our RA pots. So we have been **** to, misled, and thoroughly disappointed, and we cannot touch our money. well done Old Mutual.