No payment on my investment policy

On the 4th of September 2024, I went to the Old Mutual branch in pretoria at the Silverton branch. Worst decision I have made.

I went to the branch to get the disinvestment of my policy as it has matured(10 years). The consultant that was helping me was a lady named Zanele. She works for the company so she knows what she is doing as im the client. I told her I want the fund value and we can continue with the investment for another 10 years but increase my premium to R400 monthly. Thinking all is done. On the 11th I went back to the branch to inquire what is the hold up regarding my money, apparently I needed to fill in my tax number, I did that and she said she sent the documents to head office.

On the 16th of September I called head office to enquire when will I receive my money, but head office indicated that they never received the documents. I personally scanned and emailed the document. I even called Head office to ensure they received it.

I called head office on the 18 or 19th September 2024 again to enquire on my money but no I have to wait 14days to receive my money.

I went to the Brooklyn branch on the 26th September 2024 helped by Anton, to discover the lady who helped me at the silverton branch had opened 2 group schemes under my name one via stop order and the other via debit order. Another policy is a funeral cover for R160 per month. I personally called head office and told them to cancel the group schemes and funeral cover indefinitely. Anton asked me to fill in forms for the disinvestment policy and asked for my bank statement (which the lady at silverton branch never asked for).

All I want is my fund value to be paid out. I'm disgusted by the service I got by old mutual as a very loyal client of old mutual. This is not acceptable. I tried call head office today but my call was suppose to be directed to another section but got hung up. I am honestly tired of being taken from pillar to post just want my money.

Please escalate my matter as this is long overdue. The service I’m receiving\ received from old mutual is absurd. I have been a very loyal client of old mutual since 2014, and I have never received appalling service.