Old Mutual Wealth – Requesting of income tax certificates in an estate late.

I am administering an estate on behalf of a client.

In order to finalize the deceased’s income tax before the date of death, I requested from Old Mutual Wealth the income tax certificates of the deceased, who was their client.

The process started on the 15th of July 2025, when I requested the income tax certificates via email. I called Old Mutual Wealth on the 31st of July 2025 to follow up and was informed to call again in a week if I haven’t received anything. I received an email on the 4th of August 2025, from Old Mutual Wealth’s Customer Service Consultant, Robin Wicomb, requesting further information to do the CGT calculation. On the 7th of August 2025, I phoned again to follow up and was informed to reply to the previous email.

I sent an email again requesting the income tax certificates of the deceased. On the 8th of August 2025, Old Mutual sent an email requesting again what the payment option would be to do the CGT calculation, and on the 12th of August 2025, I rep**** with the information requested. On the 13th of August, I received an email from Robin Wicomb, requesting the same information. I forward the information again and request the income tax certificates again. I received an email from Robin Wicomb, confirming that the information was received and “our team” will forward it directly to me. I sent a follow-up email on the 28th of August 2025 for Old Mutual to advise on the turnaround time for the calculation, as well as the tax certificates.

The reply I received from Robin Wicomb was, “I have followed up with our Team, I will provide an update as soon as they provide feedback.” I have not received anything to date and can’t finalize the income tax calculation for the deceased to date of death or the estate account. The above income tax certificates are the only information still outstanding.