OLD MUTUAL REWARDS

Why have I been blocked from accessing my Old Mutual Rewards account?

Since the beginning of April 2023 I have been scoring points on my rewards account, I tried to redeem the points using the channels provided on the website, I was informed that I was required to provide FICA docs to validate my identity, which I did via email. I was informed that my ID doc should be certified and I should also provide a proof of res to complete my validation.

I went out of my way to go get all the docs certified and they were scanned and sent by email to the rewards dept. They blocked my account without notice, and without providing me with any details as to why they have prevented me from accessing the account (mind you this was in June of this year 2023).

My issue escalated when I called into the rewards dept. to check why I was unable to access the account, I was told that my account is under investigation and no further details were disclosed.

The second time I tried to send FICA docs they told me my ID doc was tempered with but I wonder how was a Police official able to certify that the copy I sent was a true copy of the original document but the rewards dept. declared it as a *****ulent doc, even to this day 5 months later I have yet to receive feedback from them, I have to call into their department at my own accord and cost in order for them to tell me the same thing everytime.

Please reconsider the qualifying criteria for FICA and also I used the same ID doc in question to apply for a job at the same company but it was validated without suspicion of it being tempered with, I have an Old Mutual Money Account which was opened with the very same ID document but there was no issues, why is the Reward dept. being unfair to me.

Do they not use the same criteria or is the a special case for rewards accounts and Money Account.

Please I need clarity