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LM
Lancelot M

1 reviews | Active since Mar 2014

18 Jun 2025, 11:49

Not Happy with the Process

I made a withdrawal on the 5th of June 2025. Up to now there has been no progress. All the required documents have been submitted but there seems to be no way forward. I did this withdrawal and stated my reason as emergency. It has been 13 days since the 5th, which meant I had to get a loan to cover that emergency. This has been an inconvenience. I need this resolved quickly. I'm not happy at all.

0
Replies (12)
Old Mutual
Old Mutual's reply18 Jun 2025, 12:40
Official
Good day,

We acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.

Kind regards
Old Mutual Complaints Management
LM
Lancelot M's update18 Jun 2025, 15:01
Reviewer Update
Hi,
I already specified which account you should use on Saturday already. I even sent through the relevant bank statement via whatsapp and email. Why are we going back and forth about this? I said use my OM Money account. This is getting frustrating.

LM
Lancelot M's update18 Jun 2025, 15:06
Reviewer Update
Get this done already. Next time I'll be downgrading you to a 1 star
Old Mutual
Old Mutual's reply18 Jun 2025, 15:09
Official
Good day, Lancelot.

We note your comments, please be advised that this matter is been attended to and feedback will be provided via email.

Regards
Old Mutual Complaints Management
LM
Lancelot M's update19 Jun 2025, 07:46
Reviewer Update
I have come to the realization that you guys are not serious about my query. If this issue is not resolved by 10am today, I think you give me no choice but to consider closing all and any accounts and policies I have with Old Mutual once this issue is resolved. Because clearly you do not value me as a client so I will take my business elsewhere. To think that last week I got a quote for a Funeral Plan with you at the Branch and I was going to take it up on the 25th of this month, I think you did me a favour by showing me that you do not care. I surely would not recommend your products to anyone.
Old Mutual
Old Mutual's reply19 Jun 2025, 07:56
Official
Good day, Lancelot.

We note your comments, please be advised that this matter is been attended to and feedback will be provided via email.

Regards
Old Mutual Complaints Management
LM
Lancelot M's update19 Jun 2025, 10:34
Reviewer Update
I just got a message from you and this is what it says, "Hi, Lancelot Makumbila, your withdrawal on policy ending in 7017 has been processed. Your money will be in your bank account within 3 - 5 working days."

I mean, seriously. Are you guys for real? I have been waiting for 2 weeks. What kind of Mickey Mouse business are you guys running? This is a real disappointment.
Old Mutual
Old Mutual's reply19 Jun 2025, 10:41
Official
Good day Lancelot,

Thank you for your message. We understand your frustration and acknowledge your concerns regarding the delay. Please be assured that your feedback has been noted, and your matter is receiving attention.

While we do understand how important this payout is to you, the recent SMS confirms that the process is now underway and your funds should reflect within 3–5 working days, depending on your bank.

We remain committed to assisting you and will ensure you receive further feedback via email as your query progresses.

Kind regards,
Old Mutual Complaints Management
LM
Lancelot M's update19 Jun 2025, 10:49
Reviewer Update
Once this payment is done, I'm going to cancel this policy. I cannot deal with this kind of service. I'm moving to FNB. And I will never take up any policies with you ever again. No matter what kind.
Old Mutual
Old Mutual's reply19 Jun 2025, 11:04
Official
Good day Lancelot,

We understand and respect your decision, and we regret that your experience with us has led to this point. Please know that your feedback has not gone unheard. It plays an important role in helping us improve our service.

As mentioned, your payout has been processed, and we’ll continue to monitor the matter to ensure it’s finalised as expected.

Kind regards,
Old Mutual Complaints Management
LM
Lancelot M's update19 Jun 2025, 12:02
Reviewer Update
At least now you know what your feedback will be when I have to rate your level of service.
Old Mutual
Old Mutual's reply22 Jun 2025, 14:57
Official
Good day, Lancelot M.

We can confirm that our team has been in contact with you and has attended to the relevant matter for resolution.

Please accept our sincere apologies for any inconvenience caused.

Regards,
Old Mutual Complaints Management