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Amukelani D
1 reviews | Active since Jul 2025
30 Jul 2025, 18:39
Old Mutual Fails to Protect Customers from *****
I am extremely disappointed with Old Mutual’s handling of a recent ***** incident on my account. After reporting the matter immediately and following all their procedures, I was told an investigation would take two weeks. However, only a few days later, they concluded that it was “not their responsibility” and refused to reimburse the ****** funds.
This response shows a complete lack of accountability and disregard for customers who trust Old Mutual with their hard earned money. Instead of providing support or meaningful solutions, they simply shifted the blame and closed the case.
I expected far better from a financial institution that claims to put its clients first. Their handling of this matter has left me feeling unprotected and disappointed.
Old Mutual, this is unacceptable.
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Replies (3)
Old Mutual's replyOfficial
30 Jul 2025, 18:47Good day Amukelani D,
We acknowledge receipt of your review and extend our sincere apologies 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.
Regards
Old Mutual Complaints Management
We acknowledge receipt of your review and extend our sincere apologies 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.
Regards
Old Mutual Complaints Management
Old Mutual's reply30 Jul 2025, 18:47
Official
Good day Amukelani D,
We acknowledge receipt of your review and extend our sincere apologies 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.
Regards
Old Mutual Complaints Management
We acknowledge receipt of your review and extend our sincere apologies 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.
Regards
Old Mutual Complaints Management
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Amukelani D's updateReviewer Update
30 Jul 2025, 19:01Thank you for acknowledging my review. However, I must express that your response does not address the core issue. While you state that the matter will be investigated “thoroughly,” I have already received a conclusion from Old Mutual claiming the ***** was not your responsibility. This contradicts your current statement and leaves me with little confidence in the process.
As a customer, I deserve transparency and a clear explanation as to how such a conclusion was reached in just a few days, despite initially being told the investigation would take two weeks. Furthermore, I expect Old Mutual to take accountability for safeguarding clients’ accounts rather than shifting the burden entirely onto the victim. I’m supposed to use the same bank account to pay for policies that I have under your company but now I’ve closed the bank account because cause I can not afford to keep losing my money.
Please review this matter seriously, provide detailed findings, and reconsider your decision. Failure to do so will leave me with no choice but to escalate this complaint to the Ombudsman and other relevant authorities.
I will wait for your constructive response.
As a customer, I deserve transparency and a clear explanation as to how such a conclusion was reached in just a few days, despite initially being told the investigation would take two weeks. Furthermore, I expect Old Mutual to take accountability for safeguarding clients’ accounts rather than shifting the burden entirely onto the victim. I’m supposed to use the same bank account to pay for policies that I have under your company but now I’ve closed the bank account because cause I can not afford to keep losing my money.
Please review this matter seriously, provide detailed findings, and reconsider your decision. Failure to do so will leave me with no choice but to escalate this complaint to the Ombudsman and other relevant authorities.
I will wait for your constructive response.
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Amukelani D's update30 Jul 2025, 19:01
Reviewer Update
Thank you for acknowledging my review. However, I must express that your response does not address the core issue. While you state that the matter will be investigated “thoroughly,” I have already received a conclusion from Old Mutual claiming the ***** was not your responsibility. This contradicts your current statement and leaves me with little confidence in the process.
As a customer, I deserve transparency and a clear explanation as to how such a conclusion was reached in just a few days, despite initially being told the investigation would take two weeks. Furthermore, I expect Old Mutual to take accountability for safeguarding clients’ accounts rather than shifting the burden entirely onto the victim. I’m supposed to use the same bank account to pay for policies that I have under your company but now I’ve closed the bank account because cause I can not afford to keep losing my money.
Please review this matter seriously, provide detailed findings, and reconsider your decision. Failure to do so will leave me with no choice but to escalate this complaint to the Ombudsman and other relevant authorities.
I will wait for your constructive response.
As a customer, I deserve transparency and a clear explanation as to how such a conclusion was reached in just a few days, despite initially being told the investigation would take two weeks. Furthermore, I expect Old Mutual to take accountability for safeguarding clients’ accounts rather than shifting the burden entirely onto the victim. I’m supposed to use the same bank account to pay for policies that I have under your company but now I’ve closed the bank account because cause I can not afford to keep losing my money.
Please review this matter seriously, provide detailed findings, and reconsider your decision. Failure to do so will leave me with no choice but to escalate this complaint to the Ombudsman and other relevant authorities.
I will wait for your constructive response.
Old Mutual's replyOfficial
30 Jul 2025, 19:16Good day, Amukelani D.
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
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
Old Mutual's reply30 Jul 2025, 19:16
Official
Good day, Amukelani D.
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
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