Old Mutual - NO SERVICE

I would like all to know about the poor service I received from Old Mutual.

I received a letter from Old Mutual on 2 February 2018, to advise me of my policy coming to maturity. I contacted the call centre on ***and spoke to Abubakar Moses. He referred me to a financial advisor by the name of Reggie - (021) ********** . After our initial telephone conversation, I could not reach him again. There was always a telephone message to say that he was not available and to leave a message. I left messages for him to call me back.

When I did not get a response from him, I spoke to the call centre again on 13 February and was referred to another financial advisor by the name of Charnelle Julie - (021) ********** . I told her that I spoke to Reggie but had no joy, and that I would like to have some of the funds paid to me. She sent me forms to complete, which I had to return to her with a copy of my ID document and a bank statement. I completed the forms and sent it to her on 14 February. And then this woman also went quiet on me. I sent her a message 22 February to find out if she received my documentation and if all was in order. In this same e-mail I told her that I would like to take out all the funds and if I now had to complete new forms. She called me then, and said that it was not necessary to complete new forms. She assured me all was fine and the funds would be paid into my bank account within the first 2 weeks of April.

On 3 April, I called the call centre again to make sure everything was on track. I was holding on for more than half an hour, when I got through to a consultant by the name of Tasneem Solomon. The told me that because of the public holidays the documentation was at the department for authorisation. At 10:58 I received an e-mail from her, to advise that I completed the incorrect forms. Although she said she attached the new forms, there was none attached. I tried the call centre again, and this time I was holding on for much longer. Out of pure frustration I sent an e-mail to Tasneem at 12:39 to call me, as well as to Charnelle. I sent a sms to Charnelle after I left a message on her direct number. I got through to a gentleman by the name of Willem, who tried to transfer my call to Tasneem and gave her direct number, but that did not even ring. I received a call from Tasneem later apologising for the documentation not being attached to her e-mail. She forwarded the documents to me then. I completed the forms and sent it back, with a request to speed up the process since her colleague sat on this since 14 February. I received a sms from Charnelle the evening of the 3rd to advise that she will call me the next day, since she was not at work on 3 April. Needless to say, she did not call me. I sent an e-mail to Tasneem to make sure she received the documentation. I received and e-mail back from her yesterday to advise that it has been sent to SARS for the tax directive.

My problem is this, there are people receiving a salary every month, who do not give a second thought about the man/woman in the street. Charnelle as a financial advisor, did not do her work. She gave me incorrect documentation to complete, and never bothered to follow up.

I insist that Old Mutual pay the funds due to me by no later that 15 April as I was told it would be paid within the first 2 weeks of April.