Old Mutual Poor Customer Service

On 27 November 2024, I submitted a withdrawal request. On 4 December, I was asked for additional documents, which I submitted promptly. Despite this, I received no updates, so I contacted customer service. I spoke with three agents. One said they hadn’t received the documents and asked me to resend them. After doing so, I received no follow-up. Another agent confirmed receipt and said the issue would be escalated, stating it would take 9 business days. After 10 days, I still have no updates or access to my funds. Today, I called again and was placed on hold for nearly 20 minutes. The agent returned, thanked me for holding, and provided no further information. This lack of transparency is frustrating. While payments are always deducted on time, I am unable to access my funds in an emergency.