Old Mutual Hates Their Customers

I have been trying for 2 months to get a simple statement for my annuity with Old Mutual GS. I have phoned 4 times, and never had someone pick up. I have sent countless emails, and nothing. I asked for a callback, and after being transferred 4 times, no-one picked up.

However, when a payment was missed due to a glitch, customer service was instant in getting their money. I was able to make the monthly payment, and received a reply within an hour.

Old Mutual does not care about customers, only about money. Why? Why is it completely impossible to simply get a statement? Their online self-service only gives errors, they do not answer phone calls or emails, and they do not care about customers.