OLD MUTUAL RETIREMENT ANNUITY SERVICE SUCKS!!!

I would give zero stars if I could.

I’ve been trying to help my brother in law who emigrated in 1990, to get his retirement annuity at Old Mutual paid out. I started the process in November 2022 and he STILL hasn’t been paid out. I’ve never dealt with so much bureaucracy and ineptitude!!! I’d really like to know what the excuse is for such incredibly bad service.

I’ve documented the timeline based on email correspondence - just to show its not from lack of correspondence on my part.....

07/04/2025 ME Requested assistance from friend again. Advised it had been passed on to servicing representative who would get back to me the next day. Nothing yet. 13/03/2025 ME Requested status again. No reply 28/02/2025 ME Requested status. No reply 07/02/2025 ME Sent Nedbank forms completed. Requested timing information. 28/01/2025 OM Responded that sent to forex department. Further documents now to complete for Nedbank with same information (again, why not earlier???). 03/01/2025 ME Requested a friend at OM to follow up on my behalf. Advised 6 to 8 weeks 10/12/2024 OM Sent request to forex dept again 02/12/2024 ME Sent authorisation for joint bank account plus blank cheque 15/11/2024 OM Noted the account to pay into was a joint account and needed permission from other holder. (Really? And only now?) 04/11/2024 ME Sent follow up letter 15/10/2024 ME Requested timeframe for payment. No reply 15/10/2024 OM Payment has been referred to forex dept 30/09/2024 ME Complaint re no response 26/09/2024 ME Follow up as no reply 18/09/2024 ME Sent follow up mail 18/09/2024 ME Phoned OM. 30 minute wait. I need consent to deal with the account. (Noting that I have been corresponding via email for over 2 years – really!?) 16/09/2024 ME Sent follow up mail 05/09/2024 ME Went to OM. Waited 2 hours. Advised all docs received as of 02/09/2024 (note I did not receive any notification). Claims dept meeting on 10/09 to discuss payment. 02/09/2024 ME Contacted SARS directly and was told tax directive was issued on 13/07/2024. Advised OM this. So it appears OM were continually requesting the directive and being denied by SARS as it had already been sent to OM (!!) 23/08/2024 ME Sent sworn affidavit re exit from SA so OM could get tax directive 16/08/2024 OM Adamant that exit visa must be obtained and no other option to get tax directive 26/07/2024 ME Phone OM re impasse between OM and SARS regarding tax directive not being issued. Was advised I would get communication in this regard. None. 13/07/2024 SARS Issued tax directive. 10/07/2024 ME Sent follow up mail 28/06/2024 ME Noted do not have exit visa as left 32 years ago and no longer have records. Requested alternative options 27/06/2024 OM Must have copy of exit visa to get tax directive 19/06/2024 ME Sent copy of Canadian residency 15/05/2024 OM Sent tax directive information required

November 2022 to May 2024 I sent Old Mutual all the documents we had, barring a tax clearance certificate as he is no longer resident. Old Mutual requested tax clearance certificate and proof of emigration or cease to be resident certificate. Took me ages to work out SARS did not have him as emigrated – paper only system then so assume errors made. We had to reinstate him, get a tax clearance certificate, then classify him as emigrated or ceased to be resident.