KN
Khulekani N
1 reviews | Active since Nov 2020
28 Mar 2026, 13:41
Old Mutual Incompetence
Old Mutual is proving to be very ***********. This is now a third problem I’m having with them. I requested my 2025 tax certificate on the 3rd of March, up until now I haven’t received it.
I’ve been calling them twice a week to follow up, I’m being told the same thing that it will be escalated and should be available within 3 days. They say my certificate wasn’t prepared and it had to be done from scratch, but I didn’t think that it would take over 4 weeks to prepare it.
To top it off I’m getting SMSs every Friday, which I’m now starting to think it’s automated, this SMS read “your request is in progress. I’ve been really patient with these guys.
Helpful (0)
Replies (5)0
Replies (5)
Old Mutual's replyOfficial
29 Mar 2026, 09:20Good day Khulekani, 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 reply29 Mar 2026, 09:20
Official
Good day Khulekani, 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
KN
Khulekani N's updateReviewer Update
07 Apr 2026, 21:41It’s over a week later, and all I received was this reply (here above) and an email from the individual assigned to my case noting my concern and promising to assist, but nothing has been done afterwards. So I’m still without my tax certificate, still delayed with my returns due to this inconvenience.
KN
Khulekani N's update07 Apr 2026, 21:41
Reviewer Update
It’s over a week later, and all I received was this reply (here above) and an email from the individual assigned to my case noting my concern and promising to assist, but nothing has been done afterwards. So I’m still without my tax certificate, still delayed with my returns due to this inconvenience.
Old Mutual's replyOfficial
08 Apr 2026, 07:59Dear Khulekani
We note your comments, please be advised that this matter is being 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 being attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
Old Mutual's reply08 Apr 2026, 07:59
Official
Dear Khulekani
We note your comments, please be advised that this matter is being 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 being attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
KN
Khulekani N's updateReviewer Update
10 Apr 2026, 11:59My concern is it’s been a month now, the call centre guys can assist me beyond escalation. I would expect this to be an issue that can be resolved in less than 3days, but now its a very long time since requesting and its over a 7 working days since reaching out through hellopeter. I don't know where the process, I don't know where the challenges are, I don't know when it could be resolved (no time frame is communicated). Nothing clear is communicated to me, and on Monday I’m going to SARS to finalise my tax returns (since they were audited and the lack of this certificate was raised).
KN
Khulekani N's update10 Apr 2026, 11:59
Reviewer Update
My concern is it’s been a month now, the call centre guys can assist me beyond escalation. I would expect this to be an issue that can be resolved in less than 3days, but now its a very long time since requesting and its over a 7 working days since reaching out through hellopeter. I don't know where the process, I don't know where the challenges are, I don't know when it could be resolved (no time frame is communicated). Nothing clear is communicated to me, and on Monday I’m going to SARS to finalise my tax returns (since they were audited and the lack of this certificate was raised).
Old Mutual's replyOfficial
10 Apr 2026, 14:16Good day Khulekani, 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 reply10 Apr 2026, 14:16
Official
Good day Khulekani, 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