None existent customer service

Hopefully this will be sorted I'm honestly tired of going around in circles with your team

Now I'm told have to wait 3 to 5 working days? Your agents called me friday saying they'll start investigating and another emailed me the same thing friday.... now I'm told I have to wait again

Old mutual as an institution doesn't possess a sense of urgency in the slightest. We understand its December your agents are probably tired but customer service should also be a priority .

After a few days there'll be another excuse 🙄

I'm just wondering what is the excuse now. Because everytime I interact with anyone from Old Mutual I get an excuse. I'll say it again your team has no sense of urgency.

Was told 3 to 5 days

App**** for a withdrawal on the 31st of October.. was told my claim will be processed after 10 days. 10 days pass I send them an email to check how far my claim is as I can't check on whatsapp or the sms because they both say they dont have information about my claim. Was told by an agent that I didn't submitted my claim properly mind you I completed the Myclaim and submitted it, the agent then said its my employer they haven't submitted my final pay. Okay I called my employer only to find that they did everything. Old Mutual agents said they'll investigate the. Matter that was about 2 weeks ago fast forward to this week monday I contacted them again... guess what they told me they still need time to investigate... now when I emailed them today no one is answering... to me it seems like its either your agents dont know what they are doing or your systems don't actually work because after going through the hellopeter reviews it seems like this is a common thing which you aren't prepared or willing to fix.

Said the same thing monday

I have never had to write a review let alone a bad one. I have school fees to pay I have rent to pay and to add to that accounts and loans that need to be settled... not a single person from your institution has given me feedback with any hope the reviews here aren't even helping plus the generic "the matter has been escalated" response is not helping. There is a level being inconsiderate from your side because like I said its like none of you have an idea of what to do.

And by the time you have figured things out from your side my child will be kicked out of school and we'll be homeless. I hope you are proud.

I'm writing to follow up on my delayed payment from Old Mutual, which has caused severe consequences in my life. Despite your efforts to assist me, I'm still waiting for a resolution.

The delay has resulted in me losing two job opportunities because I couldn't produce my diploma, which I owe to my college. I've also lost my apartment due to non-payment of rent and have had to rely on a friend for accommodation. Most concerning is that I'm struggling to provide for my children's basic needs, including food and school fees.

I understand that your team is working on resolving the issue, but I implore you to expedite the process. It's unacceptable that a digitized system designed to streamline processes has failed to deliver. To add on its been 4 weeks of the same thing.

Good Day
After the run around I've been given I have given up hope that anyone from your side is going to help me in anyway going through all the reviews here don't fill me with any confidence. I've explained my situation to you that these delays aren't just affecting me I have a family I have to look after. Now I'm forced to take loans since I'm no longer employed. I've mentioned it countless times that my claim was submitted on the 31st of October it's the 4th of December now. I see clients who have been waiting for your assistance for longer than i have is this your customer services model? Am I supposed to take up more debt because you always tell me the same thing?

At this point I feel really stupid. How long is the whole process of withdrawing supposed to take?

How long is the withdrawal process supposed to take?

How long is the withdrawal process supposed to take?

Because I have emails from November where someone from Old Mutual told me that processing starts as soon as you receive everything from my employer which you did around the second week of October.. I wrote emails to your team then was told my claim was being processed around that time mind you my claim was submitted on the 31st of October. Now when I was trying to get feed back about that about 2 weeks it seemed like none of you had any idea of what's happening or a causing the delay. I keept getting your same generics response and no answer until Shannon from your complaint department intervened and now some is telling me you just received my final contributions now.. and can start processing.. since the 31st of October... none of you have given me any answer. You keep saying "you understand the frustration this has caused" your institution clearly has zero understanding how this kinds of situations impact your clients. I'm pretty sure if I stopped communicating with you nothing will be done and I'll end up getting payment February or January...your wasn't it supposed to take 15days after getting everything. My ex employer removed from payroll around the second week of November what's taking so long old mutual I'm tired of your generic responses I want an actual response from a human being that makes sense...

Why can't I track my claim on WhatsApp or through the sms number? I've honestly completely ran out of patience at this point I'm even considering involving a 3rd party at this point.

A claim that was submitted on the 31st of October hasn't even been processed yet. Despite the fact that I submitted my claim online with the thought that it would be simpler and quicker.

One can only hope at this point

I hope it will finally be something good because its been over a month now.

Good day I'm still kindly waiting for a progress report honestly I mentioned my current situation and yet still there hasn't been any meaningful help...

During this whole exchange I was being as polite as I can be in this situation now you guys are honestly testing I was just contacted by Carol-Ann Willemse who says I have to talk to my employer because my submission and what they submitted doesn't match you. I'm taking this to the Ombudsman and the Pension fund Adjudicator I'll also be trying to contact clients who have complaints against and take this thing to media because you think we are playing here.

No you understand nothing

I'm not an idiot do you understand me? you first tell me the employer's grace period has lapsed and yo Will commenc with processing then tell me what I submitted on my exit date and reason for leaving the company doesn't correspond with what the ex employer sent even if that is the case you wait 42 days to tell me that

But no you guys had the whole of November to tell me that my ex employer made a mistake you make me look like stupid for 42 days you decide to tell me this now... these people are closing tomorrow and I'll have to wait for them to open January. What am I supposed to say now because had your company kept track of claims and had existing customer service none of this would have happened.

You can honestly read me every script you have as far as handling complaints. You can use every delaying strategy you have been trained to deploy but fact remains. OldMutual South Africa doesn't care about its customers this situation could have been avoided had your institution honestly cared about it's customers but all you care about is the money you are receiving. In what reasonable situation does it take an institution 42 days to find a simple problem? The employer is closing for holidays tomorrow what am I supposed to do during this time? You'll be celebrating the holidays with your family's while mine has to go around begging for food and money to keep the lights on. You have dehumanized me and my family.