Not a happy customer

It’s almost month end and still trying to get the rest of my funds. They sent one small portion ( savings pot) for tax directive and processing and that took almost 10 days all together. Which eventually came to my account.

What boggles me is that in that process they could disinvest the vested pot when they knew that it would need to go for that process too but no that was not done. I feel like this is a delay tactic and the processes are so old fashioned and are not seamless at all.

Well as an update last week Monday I was told funds are being disinvested and so I believe it will be another 5 days for going to tax directive and another 5 days for processing and another 5 days for the funds to be in my account. Sigh #

Anyways I wanted you guys to maybe start scrutinising your process and see how ridiculous this is.


Kind Regards,
Lerato

Dear Old Mutual complaints Management

Thank you for your reply on 25 November 2024 at 19h00 and noting that you will investigate and get back to me privately. I am still waiting for someone to contact me separately since.

Last week 18 November 2024 I received the below sms

OLD MUTUAL: Old Mutual has assessed the detail of the payment instructions received. The next step is the disinvestment of your benefit. This could take 3-5 business days. We will advise when this step is completed. Your reference is: S219748A/ R003768D

Till today it’s been day 8 and no feedback.

I look forward to hearing a resolution after your investigation.

Regards
Lerato

Good morning Old Mutual Complaints team/ Coleen


I hope you are well,

I am again writing to follow up on the status of my claim. On the 18 November I was sent the below sms


OLD MUTUAL: Old Mutual has assessed the detail of the payment instructions received. The next step is the disinvestment of your benefit. This could take 3-5 business days. We will advise when this step is completed. Your reference is: S219748A/ R003768D

Till today it hasn’t moved from this stage and I have contacted call centre they escalated the matter and even on this platform all you guys keep saying is that someone will contact me on the side but no one ever does. Please guys if you care about your customers even in a slightest way please advise me what’s happening and when can I expect my funds.

Regards
Lerato

Good morning Old Mutual Complaints team/ Coleen


I hope you are well,

I am again writing to follow up on the status of my claim. On the 18 November I was sent the below sms


OLD MUTUAL: Old Mutual has assessed the detail of the payment instructions received. The next step is the disinvestment of your benefit. This could take 3-5 business days. We will advise when this step is completed. Your reference is: S219748A/ R003768D

Till today it hasn’t moved from this stage and I have contacted call centre they escalated the matter and even on this platform all you guys keep saying is that someone will contact me on the side but no one ever does. Please guys if you care about your customers even in a slightest way please advise me what’s happening and when can I expect my funds.

Am I going to get any response to this case ?


Regards
Lerato

Good morning


Now I received this email from Asanda, she has been trying to help me.

Good day Mrs. Naanyane As per our conversation I escalated on the 26th and 28th November 2024 no response yet.Disinvestment is not complete.I will forward your details to my manager as requested RegardsAsanda


Can you please give me contact details of the disinvestment team so that I can do my own due diligence and understand what’s the hold up this is really unacceptable. To say a process takes 3-5 days and almost 3 weeks later nothing?

Good morning complaints team


I know you guys are not willing to answer anything I say since you stopped even acknowledging my emails.

All I am requesting now is the contract details for disinvestment team that I can write/ call them myself and check my own progress since you guys have failed to answer anything I say because you don’t know what’s happening so I want to talk directly to those that know.

I look forward to the information.

Kind Regards,
Lerato

Good day complaints team

It’s me once again and I’m afraid my matter has still not been resolved and seemingly it’s getting further from being resolved.


I received the SMS to say my claim moved from disinvestment and now the below was send on Friday last week.
OLD MUTUAL: Old Mutual has received your tax directive for your claim. The payment will be made within 2-3 business days. We will communicate once payment has been made. Your reference is: S219748A/ R003768D

Today I am calling call centre to check. In the morning they say there was an error and the tax didn’t pull and they would escalation this. And it will take 2-3 days, now again I am on a call with them to check that they did escalate no it take 5-7 working day. I’m tired of this, someone is really playing with my emotions now. Why does everything need to be escalated and not just go well initially these processes are really boring, I’m beyond frustrated.

Someone got my hopes up with the sms that it was processed not I here no actually we processed incorrectly and I am
Left to suffer.


Please can you look into this matter I’m sure you guys are also tired of my complaints. Help me that this can be a resolved case I’m wasting my airtime and data here who is going to reimburse me for checking in every day since the 8th November ?



RegardsLerato