PB
Philip B
1 reviews | Active since Dec 2010
17 Nov 2025, 11:18
Old Mutual fail to supply documents despite many requests
In April 2024 I cashed in a policy that had come to term. Old Mutual had failed to notify my of my options on maturity and I battled to get my money out of them. When I submitted my 2025 tax return I realised I had not received my IT3 for the payout and requested the IT3 on-line. For the last six weeks I have been trying through on-line channels, through brokers and through direct e-mails to help lines to obtain this IT3 to no avail. The result is SARS refuses to pay out the money that is owed to me as Old Mutual refuse to honour their legal duty to provide me with a copy of this document. I am left with no choice but to approach the ombud.
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Replies (3)
Old Mutual's replyOfficial
17 Nov 2025, 11:47Good 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 during business hours should further information be required.
Kind regards
Old Mutual Complaints Management
Kind regards
Old Mutual Complaints Management
Old Mutual's reply17 Nov 2025, 11:47
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 during business hours should further information be required.
Kind regards
Old Mutual Complaints Management
Kind regards
Old Mutual Complaints Management
PB
Philip B's updateReviewer Update
17 Nov 2025, 17:25To their credit Old Mutual have supp**** the document shortly after logging the complaint. Perhaps someone at Old Mutual can explain why they spend so little time resolving internal queries but when complaints are laid on this platform, they respond immediately??? Anyway thank you, document submitted to SARS and hopefully my refund arrives in time for Christmas.Thansk Hello Peter!!!
PB
Philip B's update17 Nov 2025, 17:25
Reviewer Update
To their credit Old Mutual have supp**** the document shortly after logging the complaint. Perhaps someone at Old Mutual can explain why they spend so little time resolving internal queries but when complaints are laid on this platform, they respond immediately??? Anyway thank you, document submitted to SARS and hopefully my refund arrives in time for Christmas.Thansk Hello Peter!!!
Old Mutual's replyOfficial
17 Nov 2025, 17:54Good day Philip,
Thank you for the update. We’re glad to hear you received your document and were able to submit it to SARS. We appreciate your feedback regarding response times. Your concerns are noted, and we are continuously working to improve our service across all channels. If you need any further assistance, please let us know as we are here to help.
Kind regards
Old Mutual Complaints Management
Thank you for the update. We’re glad to hear you received your document and were able to submit it to SARS. We appreciate your feedback regarding response times. Your concerns are noted, and we are continuously working to improve our service across all channels. If you need any further assistance, please let us know as we are here to help.
Kind regards
Old Mutual Complaints Management
Old Mutual's reply17 Nov 2025, 17:54
Official
Good day Philip,
Thank you for the update. We’re glad to hear you received your document and were able to submit it to SARS. We appreciate your feedback regarding response times. Your concerns are noted, and we are continuously working to improve our service across all channels. If you need any further assistance, please let us know as we are here to help.
Kind regards
Old Mutual Complaints Management
Thank you for the update. We’re glad to hear you received your document and were able to submit it to SARS. We appreciate your feedback regarding response times. Your concerns are noted, and we are continuously working to improve our service across all channels. If you need any further assistance, please let us know as we are here to help.
Kind regards
Old Mutual Complaints Management