Old Mutual Superfund bad service delivery

Good day

I have not had a response to my numerous emails and calls. No response to even acknowledge my email.

In addition, I have also sent emails to the regular avenues, and again, no response. I have contacted the call centre on 3 occasions since 29/05/2018 to escalate the matter, and this was only done after the last of all the calls. No call centre agent has provided feedback as I requested.

I have made every effort to expedite the matter, yet no one at Old Mutual, has been able to understand what my issue is with the withdrawals, and because of this, I have not received the service I expect. The only person thus far to understand is a gentleman I saw at the Walk-in branch at Pinelands, Haneef ****.

I have requested to speak to a manager or Client Relations Manager, and was refused on numerous occasions. I have requested to speak to Tasneem **** and Donalene ****, and my requests were declined, stating that they were going into a meeting. I have worked in a call centre and administration environment for over 10 years and know when I am being shoved from pillar to post. I am not happy with this, and I would like a response from their respective managers or senior managers.

In the interim, Haneef has advised that he will take ownership of my query, and I will await his outcome.

My issue here lies in the fact that I had to go to the Pineland walk-in centre before I received assistance. This was also not done efficiently, as I arrived at the branch at 10:00am, saw the consultant, Alex, and this still did not resolve my query. I waited for a phone call to speak to Tasneem or Donalene, and no call was received. I eventually returned after waiting in my car for many hours, and only when I insisted, I was helped by Haneef. I have not yet received an update as discussed.

I have the call centre agents names, dates and time, when I spoke to them.

This is unsatisfactory.

Another issue that I have, is that I see fees being charged for the switch transactions. There is fees charged but nothing is happening. Is it charged more than once? What is just going on. I want a thorough explanation of what has happened with the divorce claim since the initial submission of the divorce decree. I would like to know which departments were involved and why the transaction was not processed.

I leave the ball in your court.

Responsible Old Mutual staff/agents/consultants:

Tania **** Jenny **** Natasha **** Davlin **** Hedda **** Tasneem **** Donalene **** Unknown processing agent (Divorce claim was processed and stopped for unknown reason)