Old Mutual Money Account

Old Mutual doesn't even deserve one or half-a-star.

I used my cellphone to change my Old Mutual card pin prior to losing it. But when I went to the ATM to withdraw, it always gave me an error message: "incorrect password".

I then decided to visit a branch so they can help me.

I went to Gandhi Sqaure Old Mutual branch with my card and ID. I asked them to reset my password for me becuase I lost my cellphone.

They told me they can't reset my password if I don't have a cellphone. I didn't understand why it needs a cellphone to simply reset password.

The gentlemen who was assisting then said: "I can call our customer care call centre for you if you don't believe me".

He obviously wanted a service consultant to reiterate what he said. I then agreed.

He contacted the customer care line, I spoke to a lady, I forgot to take her name down, and I told her that I was at the branch and needed urgent assistance with changing my card pin. I don't have a cellphone I only brought my ID.

The lady told them (branch employees) that they should assist me.

They (branch employees) agreed to assist. But changed their tune after dropping the call.

They said the Old Mutual customer care consultant that I was talking to didn't know what she was doing, hence she said that they should help me.

I then told them that they should help me, since it's their own customer care, that advised that they should help, even when I don't have a cellphone.

As we were busy going back and forth about this, one of the branch employees said: "hayi suka, hayi suka, hayi suka!"

"Hayi suka" means get off. It's a word used to chase a dog away more especially in a black culture.

I was chased out of an Old Mutual branch like a dog.

I then decided to send Old Mutual a message on Twitter. But still, nothing has been done regarding my situation since Saturday.

It means Old Mutual condone the practice of their branch employees to mistreate and chase away customers like dogs.

I then bought a new sim card and completed a swim swap. I bought a mini cellphone and went to the branch and asked that they help to change my password again.

They changed my password but I couldn't receive the new password via SMS. I was then told that my cellphone is a problem. I should find another cellphone.

I then said: "all my money is in my bank card which I don't have a pin off. There is no way I can buy another cellphone right now."

I was then told to go outside the branch and ask a random stranger to borrow me their phone.

Remember, all of this happens in Johanesburg CBD. The place in South Africa with the highest crime rate.

I then called the customer care again and spoke to a team leader called Dillion Petersen. He reiterated that I should look for a random stranger and borrow their cellphone or else I will not be assisted at all.

This is dreadful service from Old Mutual again. You should be ashamed of yourselves. I don't recommend Old Money Account to anyone. It's the worst bank anyone can have in South Africa