Not Mutual at All

I have been a loyal client of the Old Mutual group for years. They're very quick to sign you up for a policy and debit your bank account for the policy monies.

I am Very disappointed in their GREAT LACK of Business etiquette and communication.

My bank account was debited on the 23rd of February which was not supposed to be the case, because I have made the necessary arrangements well IN ADVANCE for what is called "holiday premium" before going on unpaid maternity leave.

I have called their offices on numerous occasions and kept being put through to different departments, which I feel is ridiculous. I could hear by the tone of the consultant that they're not in the mood to do a refund or assist me in doing so, hence the back and forth of my call being directed all the time. On 2 occasions they even dropped the line/ended the call. And all this since the 29th of February to find out why my account was debited. One of the consultants that I spoke to "apparently" made the necessary changes on their system which was not done properly initially, hence the debit order going off on the 23rd. And she said that within 9 working days the refunded monies aught to reflect in my bank account. Which to this hour has not yet happened. The consultant's name was Amber by the way.

A few days later I received an SMS from them requesting me to send a bank statement to verify my banking details, which I did immediately and still nothing.

No one has since called me back and or responded to my email, out of courtesy to acknowledge my query and to keep me as a client updated with the "progress" of the matter. I eventually received an email on March 15th which I'm sure is a robot, informing me that they have "high caller & email volumes" and that email will be directed to their support department....

And that was the only and last contact made with me from them.

For such a reputable company, I am disgusted by the great lack of communication and will not recommend anyone I know to do business with Old Mutual.

Génevieve Martin.