Old Mutual payment to SARS

I would like to report a matter that seems very hard to be resolved by Old Mutual. I had a Retirement Annuity with them but then randomly decided to cancel it around April last year, i contacted them to enquire about the process to go about in doing that. Everything went well they sent me the forms to complete, i completed the forms then sent them back with all the supporting documents the needed.

In May 2020 i called to follow up on the process, i spoke to a consultant who told me that before a payout is made they have to pay SARS an amount that was outstanding, that was no problem at all. A few days after the follow up i received an emai stating the original funds i was supposed to get, the deduction to SARS and the funds to be transfered to my account. So on the 6 May 2020 the transfer was made to my account.

About 4/5 months down the line when i submitted my e-filing for 2020 i was due for a refund but surprisingly weeks went by without SARS paying out. I called theoir offices only to find out that they couldn't pay me because i still had an outstanding fee with them, the same amount Old Mutual claimed to have transfered to them 5 months ago.

I was shocked and surprised at the matter because surely it wouldn't take that long for the systems to be updated at SARS for tgem to see that a payment was made. Since September 2020 this matter has been kn and off, i tried contacting Old Mutual to get to the bottom of this and with them taking forever to give feedback it dragged until now. I've asked them to send me proof of payment to SARS but different service agents kept sending me incorrect information ( Felicia Solomons and Ejaaz Awaldien) and the cases i logged were constantly closed without being resolved. The last communication i had with them was when a Senior Administrator (Ntombizanele Pretty Nogcazi) also sent me a sceenshot of a payment they made to my account which is not what i needed and i specifically told them what i need in all the calls i made and emails i sent but after the sceenshot i was sent i never got any feedback or what-so- ever from them about this matter.

I'm very disappointed at Old Mutual, i've been left hanging not knowinv what to do or who to contact for assistant. If the payment was made it shouldn't be this difficult and dragging to get proof of that.

Your assistance will be highly appreciated.

Regards Bongiwe