Old Mutual Rewards: Poor Service, Unanswered Emails and a Loyalty Programme That Has Left a Bitter Taste.

I am extremely disappointed with my experience with the Old Mutual Rewards programme. A loyalty programme should build trust, reward loyal customers and encourage continued business. In this case, it has done the opposite. After taking what felt like an eternity to accumulate enough points, we finally had sufficient value to issue a sizeable voucher intended to purchase medicine from one of Old Mutual Rewards’ business partners. However, when we attempted to use the voucher, we were embarrassed at the pay point and informed that it had expired because it was only valid for 14 days. Although this was frustrating, we initially believed the matter could be resolved fairly and efficiently. We submitted a complaint through the Old Mutual Rewards website on 1 August 2026, but received no response. We then emailed Old Mutual Rewards on 6 August 2026 and received a response on 7 August 2026 advising that the points could not be refunded, although the matter had apparently been referred to management for consideration. On 14 August 2026, after following up again, we were advised that Old Mutual Rewards was awaiting confirmation that the voucher had in fact expired and that, once confirmed, they would process a reversal. That response gave us confidence that the issue was being handled. Unfortunately, that confidence was misplaced. Two weeks passed with no update. On 28 August 2026, we sent another email requesting feedback. That email was ignored. Further follow-up emails sent on 1 September, 2 September and 7 September 2026 were also ignored. In total, four follow-up emails have gone unanswered. This level of service is unacceptable from a company of Old Mutual’s standing. Customers should not have to chase repeatedly for feedback, especially after being told that a reversal would be processed once a simple confirmation was obtained. The silence that followed has been deeply disappointing and has raised serious concerns about how customer complaints are handled. What makes this matter more troubling is that Old Mutual is not a minor service provider. We have entrusted Old Mutual with important financial products and long-term savings. An experience like this undermines trust and leaves us questioning whether customer concerns are taken seriously when things go wrong. I am posting this review because the matter remains unresolved, despite repeated attempts to obtain a response.