Old Mutual Retirement Plan

Good Day

I hope you are well,

On the 6th of September 2019 I went to the old mutual branch in Alberton to make a claim on my retirement plan. Upon arrival I was assisted by a consultant named Lucia Sibongile Dlamini whom informed me that my claim will be paid-up and surrendered since it has not reached R7000, it was still on R6900. We proceeded with all the paperwork and I signed and she informed me that I will receive a paid-up SMS within 5 working days I also had the paper work that was needed- my Identity document, Income Tax statement from SARS and my bank statement. I waited for the SMS from the 9th of September to no avail so on the 6th working day which was on Monday 16th September I visited the branch again and met the same consultant who assisted me previously and I explained that I have not received an SMS like she promised so I insisted that she follows up, only when she did the follow up, I then received the SMS that I had waited for, for days.

The consultant (Sibongile Lucia Dlamini) then informed me that she will process it for me, so I waited and a few minutes later she turned around and informed me that she can't process my application anymore anymore because the amount has now reached R7000. I really got irritated and requested to speak to the manager because I did not understand why all of a sudden the story changed. When the manager came (Kabelo Sebiloane) informed me that there is nothing they can do because the amount had reached R7000, I explained to him that I came in on the 6th of September and was informed by his consultant that I qualify to be paid out cos my investment had not reached R7000. The manager just dismissed and ignored me by assisting other customers before me which was very disrespectful to me. To make matters even worse he told me the reason I was irate is because I’m in need of money and the consultant even offered me a loan and that to me was the lowest level of disrespect from a branch manager and his consultant, they were laughing about the matter amongst themselves as if I was just a big joke. The manager then decided he will contact someone from customer service after I had waited for 2 hours, I just can’t believe why I had to wait for so long to be assisted!

I then received a phone call the next from Primrose Molefe from The Old Mutual Hub, that’s when Primrose confirmed that I have been misled and it is clear that the consultant ( Lucia Sibongile Dlamini) and the branch manager (Kabelo Sebiloane) do not know what they are doing.

First of all I was misled by the consultant when I paid the branch a visit the first day which was on the 6th September 2019 and the manager also came and told me a different process they follow from the branch. All I know is that I want my claim paid because when I first visited the branch I was told I qualify, now I am given a run around and I would not stand for it. I have to drive up and down to follow up, waste my petrol because no one followed up on my request.

My Policy number is 69668P*** Reference number- CEB***

Thank you for your time.

Regards, Boitumelo Moloi