JW
Jason W
1 reviews | Active since Mar 2009
14 Dec 2023, 08:48
Old Mutual no service at all
Been struggling and back and forth with getting my Old Mutial bank account sorted out. Then only to discover its still problematic with FICA as the people are also not sure what thye exactly need. Even the automated SMS says only needed my ID and afterbcalling a few times to confirm and are they sure no proof of address, they say not required yet we still having issues. Now that I want to use my Old Mutual Rewards, they say they also need to FICA me which will take about 7 working days. Are you serious, I have been speaking to quite a few people and not once was this mentioned. Now they saying Rewards are separate. Old Mutial is Old Mutual. I never thought the service would get this bad. Can someone please sorr this mess out asap as my salary will be paid into that account wh8ch I'm now seriously having my doubts.
Helpful (0)
Replies (7)0
Replies (7)
Old Mutual's replyOfficial
14 Dec 2023, 09:30Dear Jason
We are sorry to hear about the service experience. We will investigate and contact you directly to assist.
Regards
Thabiet Mintin
Old Mutual Complaints Management
We are sorry to hear about the service experience. We will investigate and contact you directly to assist.
Regards
Thabiet Mintin
Old Mutual Complaints Management
Old Mutual's reply14 Dec 2023, 09:30
Official
Dear Jason
We are sorry to hear about the service experience. We will investigate and contact you directly to assist.
Regards
Thabiet Mintin
Old Mutual Complaints Management
We are sorry to hear about the service experience. We will investigate and contact you directly to assist.
Regards
Thabiet Mintin
Old Mutual Complaints Management
JW
Jason W's updateReviewer Update
15 Dec 2023, 11:21Still waiting to resolve this matter. It's like irrespective which Department you deal with at Old Mutual, they each have to FICA you. It's absurd to think they work for one company not even a subsidiary or Outsource Provider that is maybe underwritten by OM but yet their systems can not speak to each other and each area have their own process to do FICA. This is what you call backward thinking. Still nowhere close to a resolution. If I had not known the Old Mutual brand, I would have mistaken them for a fly by night company as their processes are not very efficient and stuck in the 19th Century. Anyway, in moments like these, I just give up. I think a move to another Service Provider seems like the best solution. What a pity.
JW
Jason W's update15 Dec 2023, 11:21
Reviewer Update
Still waiting to resolve this matter. It's like irrespective which Department you deal with at Old Mutual, they each have to FICA you. It's absurd to think they work for one company not even a subsidiary or Outsource Provider that is maybe underwritten by OM but yet their systems can not speak to each other and each area have their own process to do FICA. This is what you call backward thinking. Still nowhere close to a resolution. If I had not known the Old Mutual brand, I would have mistaken them for a fly by night company as their processes are not very efficient and stuck in the 19th Century. Anyway, in moments like these, I just give up. I think a move to another Service Provider seems like the best solution. What a pity.
Old Mutual's replyOfficial
18 Dec 2023, 07:45Dear Jason
Your comments are noted.
Thank you
Regards
Thabiet Mintin
Old Mutual Complaints Management
Your comments are noted.
Thank you
Regards
Thabiet Mintin
Old Mutual Complaints Management
Old Mutual's reply18 Dec 2023, 07:45
Official
Dear Jason
Your comments are noted.
Thank you
Regards
Thabiet Mintin
Old Mutual Complaints Management
Your comments are noted.
Thank you
Regards
Thabiet Mintin
Old Mutual Complaints Management
JW
Jason W's updateReviewer Update
18 Dec 2023, 08:04Noting my comments and resolving my issue is two separate things. Are you noting ot just to update the comments section so that you responded within SLA or are you noting that you actually going to resolve it. I'm confused but even more so that something so sinister can take so long to resolve, it baffles my mind.
JW
Jason W's update18 Dec 2023, 08:04
Reviewer Update
Noting my comments and resolving my issue is two separate things. Are you noting ot just to update the comments section so that you responded within SLA or are you noting that you actually going to resolve it. I'm confused but even more so that something so sinister can take so long to resolve, it baffles my mind.
JW
Jason W's updateReviewer Update
18 Dec 2023, 08:37Can you not connect the dots here. You saying that Old Mutual Finance resolved the FICA on their side but Old Mutual Rewards must do the FICA by them as well. So if I'm still having issues you saying I must speak to them. If you saying them, right there you saying we not the same company. So what's the point then as for me as the client, Old Mutual is Old Mutual irrespective of the department I'm dealing with. The service is really bad coming from such a huge company.
JW
Jason W's update18 Dec 2023, 08:37
Reviewer Update
Can you not connect the dots here. You saying that Old Mutual Finance resolved the FICA on their side but Old Mutual Rewards must do the FICA by them as well. So if I'm still having issues you saying I must speak to them. If you saying them, right there you saying we not the same company. So what's the point then as for me as the client, Old Mutual is Old Mutual irrespective of the department I'm dealing with. The service is really bad coming from such a huge company.
JW
Jason W's updateReviewer Update
18 Dec 2023, 09:43Hi
Can you stop saying that we arr different. You are one company and yet the one hand does not know what the other is doing and nobody wil even take the liberty of speaking to one another to resolve this. The odd thing is you saying you resolved the matter for your department, yet the same issue is being experienced by your other department so how is my problem actually resolved. Can I please request that you get someone Senior to contact me as they just sent me a blanket email notvtaking into consideration how long this matter has been coming on for and I responded them and included your CEO and Directors in the email as well as you just don't seem to get it.
Can you stop saying that we arr different. You are one company and yet the one hand does not know what the other is doing and nobody wil even take the liberty of speaking to one another to resolve this. The odd thing is you saying you resolved the matter for your department, yet the same issue is being experienced by your other department so how is my problem actually resolved. Can I please request that you get someone Senior to contact me as they just sent me a blanket email notvtaking into consideration how long this matter has been coming on for and I responded them and included your CEO and Directors in the email as well as you just don't seem to get it.
JW
Jason W's update18 Dec 2023, 09:43
Reviewer Update
Hi
Can you stop saying that we arr different. You are one company and yet the one hand does not know what the other is doing and nobody wil even take the liberty of speaking to one another to resolve this. The odd thing is you saying you resolved the matter for your department, yet the same issue is being experienced by your other department so how is my problem actually resolved. Can I please request that you get someone Senior to contact me as they just sent me a blanket email notvtaking into consideration how long this matter has been coming on for and I responded them and included your CEO and Directors in the email as well as you just don't seem to get it.
Can you stop saying that we arr different. You are one company and yet the one hand does not know what the other is doing and nobody wil even take the liberty of speaking to one another to resolve this. The odd thing is you saying you resolved the matter for your department, yet the same issue is being experienced by your other department so how is my problem actually resolved. Can I please request that you get someone Senior to contact me as they just sent me a blanket email notvtaking into consideration how long this matter has been coming on for and I responded them and included your CEO and Directors in the email as well as you just don't seem to get it.
JW
Jason W's updateReviewer Update
18 Dec 2023, 11:00This stil does not resolve my query. Do you not understand that you are one company yet for the same thing to be done, it differs from each department and the worst thing each department are not even sure of what they need resolve this. We've been going around in circles for 3 weeks now already. It's actually becoming laiughable at this mediocre service.
JW
Jason W's update18 Dec 2023, 11:00
Reviewer Update
This stil does not resolve my query. Do you not understand that you are one company yet for the same thing to be done, it differs from each department and the worst thing each department are not even sure of what they need resolve this. We've been going around in circles for 3 weeks now already. It's actually becoming laiughable at this mediocre service.