1 reviews | Active since Mar 2009
Old Mutual bad customer service
I am writing again on this platform to formally express my frustration and huge disappointment regarding the handling of my refund request, which has, at this point, reached an unacceptable level of delay and inefficiency. As a client who has engaged with Old Mutual, I feel compelled to share my experience, not only for the resolution of my own situation but also as a warning to potential customers considering your services.
On 25 January 2025, I initiated the process for my refund, and I was informed at that time that it would take approximately 40 days for the process to be completed. Regrettably, this time frame has not been honoured, and I have yet to receive my refund. Following this, on 05 March 2025, I was assured by Yolande Tullenken that my refund was being processed and awaiting authorisation. However, the absence of any further communication regarding this authorisation leads me to suspect that there may be ongoing internal issues, as it appears no progress has been made.
Throughout this time, I only received responses on my complaints from your customer service team apologising for the delay and claiming my complaint has been escalated for investigation. While I appreciate the acknowledgment of my concerns, I find the frequency of these apologies to be increasingly frustrating, especially since they come without any tangible updates on my situation. The request for me to complete various forms at different intervals has only added to my sense of neglect and mismanagement concerning my case.
The ineptitude demonstrated by Old Mutual in handling my refund is deeply concerning. I cannot help but recall instances where the company has shown a blatant disregard for client satisfaction, including a troubling incident involving another client that has tarnished your public image. Such occurrences lead me to believe that Old Mutual lacks adequate respect for its customers, as well as the necessary competency to manage their financial and service obligations effectively.
If my refund is not processed and delivered by this Friday, I will have no choice but to escalate this matter to the Ombudsman. I am no longer willing to endure this unsatisfactory level of service, and I am prepared to part ways with Old Mutual permanently.
Anyway I don’t even trust that you will treat this complaint with the seriousness it warrants and take immediate action to rectify this situation. Because your attitude has demonstrated such
A follow up has been sent to the relevant department, we sincerely apologise for the delay.
Regards
Old Mutual Complaints Management
A follow up has been sent to the relevant department, we sincerely apologise for the delay.
Regards
Old Mutual Complaints Management
We can assure you that the relevant team has been notified, and they will contact you to assist you further.
Regards
Old Mutual Complaints Management
We can assure you that the relevant team has been notified, and they will contact you to assist you further.
Regards
Old Mutual Complaints Management
It’s me again and looks like my issues are far from over which are contributed by your organisation. I’m deeply disappointment and concern regarding the handling of my recent refund from Old Mutual. As per your assurances, I was expecting a representative from the relevant department to contact me to discuss the refund details. However, instead of receiving the promised communication, I was surprised to find that a refund was processed in the early hours of today, 10 May 2025.
Upon reviewing the refund, I have identified several significant issues that require immediate attention. The refund was issued in installments, and the total amount received is approximately 40% less than the sum I am entitled to. This discrepancy is unacceptable and has caused me considerable inconvenience.
I provided all necessary documentation, including proof of scheduled payments from my payroll, to ensure that the refund calculations were accurate and reflective of the years 2022, 2023, 2024, and January 2025. Despite this, none of the three instalments received correspond to at least a complete year’s worth of payments, raising serious questions about the methodology Old Mutual used to arrive at these figures. The only refund that is correct pertains to January 2025. I am concerned that these inaccuracies may have contributed to the unacceptable delays in processing my refund.
I am not satisfied with the current situation and request that Old Mutual promptly rectifies the refund calculation to reflect the correct amount due. Additionally, I expect a member of your team to contact me directly to discuss the 40% shortfall in the refund and provide a detailed explanation of how these figures were determined.
I trust that Old Mutual values its customers and will address this matter with the urgency and professionalism it warrants. Please ensure that a relevant department reaches out to me to provide a proper resolution.
I look forward to your prompt response and the swift correction of this issue.
NB: I’m not just making noise and unfounded claims I refused to be taken for an easy ride here
It’s me again and looks like my issues are far from over which are contributed by your organisation. I’m deeply disappointment and concern regarding the handling of my recent refund from Old Mutual. As per your assurances, I was expecting a representative from the relevant department to contact me to discuss the refund details. However, instead of receiving the promised communication, I was surprised to find that a refund was processed in the early hours of today, 10 May 2025.
Upon reviewing the refund, I have identified several significant issues that require immediate attention. The refund was issued in installments, and the total amount received is approximately 40% less than the sum I am entitled to. This discrepancy is unacceptable and has caused me considerable inconvenience.
I provided all necessary documentation, including proof of scheduled payments from my payroll, to ensure that the refund calculations were accurate and reflective of the years 2022, 2023, 2024, and January 2025. Despite this, none of the three instalments received correspond to at least a complete year’s worth of payments, raising serious questions about the methodology Old Mutual used to arrive at these figures. The only refund that is correct pertains to January 2025. I am concerned that these inaccuracies may have contributed to the unacceptable delays in processing my refund.
I am not satisfied with the current situation and request that Old Mutual promptly rectifies the refund calculation to reflect the correct amount due. Additionally, I expect a member of your team to contact me directly to discuss the 40% shortfall in the refund and provide a detailed explanation of how these figures were determined.
I trust that Old Mutual values its customers and will address this matter with the urgency and professionalism it warrants. Please ensure that a relevant department reaches out to me to provide a proper resolution.
I look forward to your prompt response and the swift correction of this issue.
NB: I’m not just making noise and unfounded claims I refused to be taken for an easy ride here
Thank you for your latest message. Our team will provide further updates via email.
Regards
Old Mutual Complaints Management
Thank you for your latest message. Our team will provide further updates via email.
Regards
Old Mutual Complaints Management