Money Account - Useless Branch and No Feedback regarding query!

*23 November 2020 14:00* I booked flight tickets with the normal process of providing an OTP etc. I got an SMS that the money has been taken off my ***,92 Here I was happy because my booking is confirmed and it is paid for.

*25 November 2020 20:45* I got an SMS that the money (R3447,92) was taken off my account again but as R1723,96 and again as R1723,96. I immediately phoned the ***** line to find out what was happening on my account. The lady on the phone was not very helpful, as I wanted to understand what was happening on my account. You would think that the ***** line agents would be able to assist in understanding that it is ***** or a system error etc. She said that I can phone the call center in the morning.

*26 November 2020 07:30* I called the call center and they advised that I must contact the airline so that they can check on their side if they can see the payments, if not then I must log a dispute with OM. One of the agents while doing the authentication the picked up that my address was reflecting Klerksdorp instead on Cape Town and flagged the account that I must go to the branch and FICA again.... I REOPENED THE ACCOUNT IN CAPE TOWN WITH PROOF OF ADDRESS! so I still so not understand how that happened I phoned the airline and the lady asked that I must send her my bank statement. I went on the OM app to get a statement.. It only reflects until 6 Nov and we are already at 26 Nov. So I phoned the branch to ask about the statement and if they can send me the latest one. The lady at the desk advised that I have to go to the branch because there is a "new biometric system".

*27 November 2020 16:00* I go to the nearest branch with my proof of address (because I have to FICA it again) and to do the new biometric system authentication. I walk in and ask for the statement, the lady prints the statement and after I got the statement I asked... "and the biometric system?", so she eventually took that. I explained my situation with the airline hoping the the branch will just look at my account, but they put me on the phone with the call center because "the call center has more access", and I also get a ticket to go to a consultant with my POA. I talk to the call center agent (and here you need to know that everybody has no idea why this happened to the account etc.) so I was still very nice because I still have to send the statement to the airline. Then I went to the consultant at the branch to FICA my address, also explained my situation to her with the airline, but no help, just the normal "that does not sound right" etc. I got home and sent the statement to the airline. Just to get an SMS that the FICA failed!?!? and I have to go back to the branch. It is now 17:00 and the branch is closed. 3 SMSs during the night that I have to go to the branch otherwise my account will be suspended. I also noticed that the last paper attached to my statement was someone else's proof of account!

*28 November 2020 08:00* I go to the branch again with the faulty statement and to find out what failed on the FICA. For the FICA I needed to scan my ID, and the previous day I did give my ID to scan and the consultant said there is no need. They seemed very shocked about the wrong paper attached to my statement and took the paper immediately and gave me the correct paper.

*30 November 2020* I phoned the airline and after they now have the statement. The statement does not show the money went off on the 23rd by my available and balance has exactly R3447,92 difference. The airline lady phoned OM and 10 minutes later she said that Zane Peterson is the agent who logged the query now and they will reverse the money. Easy as that I thought... NOT! By this time I am thinking: 1. Nobody has told me what happened to the account? 2. The branch is more useless than the call center 3. How can the airline "resolve" the query and when I phone OM nobody has a clue where the money is etc.

*2 December 2020* Phoned the OM call center. I must send a proof of payment to OM. How the hell does that work? I have account with them, but I have to send a proof? I forwarded my complaint email that had everything like screenshots of the SMSs and my statement. So I asked please escalate this query etc. Got the Query Reference number, so now I can start to follow one trail.. I try to log a complaint online and it does not want to submit so I sent an email and CC'd that branch also. Nobody has come back to me.. The complaint had everything about the money deducted twice and the branch being absolutely useless.

*3 December 2020* I phoned OM call center, still no response and a note is put on to follow up with Bidvest.

*4 December 2020* I phoned OM call center, still no response..

*7 December 2020* Phoned the OM call center. Now they need my banking details.. again, I only have one money account and now I need to send them my banking details? There was apparently an email sent to me requesting the details, but up to now I still have not received any email from OM.

*10 December 2020* Phoned the OM call center. No response.. still working on it..

*14 December 2020* Phoned the OM call center. They are still working on it... It takes 15 - 30 working days for the money to be paid back. I asked to speak to the person investigating my account, but that is not possible. According to this agent, the money should be paid back by the 29th of December and I should received feedback within the week.

1. I want to understand the root cause as to why this happened om my account. 2. I want my money paid back as soon as possible . 3. As soon as I have my money back I want to CLOSE my account. 2. I have received NO FEEDBACK from Old Mutual regarding my query. I have been the one following up! 3. The Cape Gate branch was of NO HELP and everything they did, we had to redo the next day.