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Albert O

1 reviews | Active since Feb 2011

18 Oct 2024, 14:44

Old Mutual 2 Pot - Unacceptable Non Existant Assistance

My husband app**** for a withdrawal from Old Mutual Two-Pot Retirement Fund and has been left highly dissatisfied with the process. Despite completing his application, he had to call in to find out about his application, only to be told that it was paid out but returned due to an error. The documents were all correct, and they cannot tell us what the issue or the hick-up is. This was escalated; however, there's been no communication received advising of this. Clearly, this will now result in us having to call in again and holding (wasting air time). I would be nice to at least get an email or sms advising the status especially since there's no fault on our side, rather the side of Old Mutual

To make matters worse, there’s a complete lack of communication. Numerous attempts to follow up on the status of the application, yet no one seems able to provide any clear answers. It's disappointing that such a large financial institution cannot streamline its processes or provide the level of service expected in these situations.

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Replies (3)
AO
Albert O's update23 Oct 2024, 10:59
Reviewer Update
The level of service is absolutely unacceptable - Emails have been sent left and right with NO resolve. Called in again this morning and spoke to Riaan or Riaad only to find out that the conversation from last week was not recorded on your system / database which meant again we had to explain the issue - nevermind that emails explaining the same thing over and over again was sent. We were asked to call in again next week Tuesday to find out what the issue is ... EXCUSE ME, BUT WHAT???!! We advised the consultant we spoke to this morning that we want and answer today.

I do not want an email advising your reply as above as this DOES NOT get resolved - I want a phone call on the number provided. If you are going to send an email, please copy your manager or supervisor in as the service levels is serious not on point.

Note that I have been in contact with relevant people to change my policies over from Old Mutual to another institution.

An IMMEDIATE request for escalation is requested again and a call back from whoever we need to speak to. I am NOT interested in the fact that you cannot make calls, WE ARE THE CUSTOMERS!!
AO
Albert O's update01 Nov 2024, 14:45
Reviewer Update
18th October when we lodged a complaint and already we are in a new month with still no joy from Old Mutual - We will be withdrawing all our money and moving it elsewhere - Sanlam seems to be the better option right now since they assisted immediately!!! Disgusting Service and I will never recommend them to anyone.
AO
Albert O's update13 Nov 2024, 10:14
Reviewer Update
What in Arthur's Courts is going on with our withdrawal monies Old Mutual??? Do I need to go to the Ombutsman??!! I need an answer today as the fault lies on your side. We have received no joy, no follow-up's as usual, calls dropped etc etc etc - WE WANT OUR MONEY TODAY AND ARE NOT INTERESTED IN THE STRINGS YOU NEED TO PULL TO MAKE THIS HAPPEN. MY GOD - THIS IS OVERDUE SINCE SEPTEMBER .. WE ARE IN NOVEMBER NOW!!!!