OLD MUTUAL WIERD ACCOUNT LOCKOUT

Item: Old Mutual
Rating: 1
Author: Jana M

So, OLD MUTUAL I've been a customer of yours since 2014 and check my Unit trust statements from time to time. However somewhere you have lost the plot. In this week, I have been locked out of my account through no fault of my own, as I know my username and password. I tried to reset online and this gives me an error message.(Your support line apparently cannot reset via email). Tried calling the Call Centre number, 1st had to listen to the 5min of garbage information that solves no problems whatsoever, then after a 10min hold the call was dropped and not by me might I add. Not too sure what to make of this. Rather strange, that you would go to these lengths to keep me out of my own account. Will be closing this account soonest.

Helpful (0)

Replies (3)

Old Mutual's replyOfficial

07 Jul 2021, 11:14

Dear Jana M

We are sorry to hear about the service experience. We will investigate and contact you directly to assist.

Regards
Thabiet Mintin
Old Mutual Complaints Management

Old Mutual's reply07 Jul 2021, 11:14

Official

Dear Jana M

We are sorry to hear about the service experience. We will investigate and contact you directly to assist.

Regards
Thabiet Mintin
Old Mutual Complaints Management

Jana M's updateReviewer Update

08 Jul 2021, 18:14

It's really unfortunate, when such a big corporate, cannot sort out a logon issue in 24hrs. Thank goodness, I have no other policies with you. This was really a wake up call. Still cannot logon after a lengthy verification process. Perhaps, you need a blood sample next?

Jana M's update08 Jul 2021, 18:14

Reviewer Update

Jana M's updateReviewer Update

09 Jul 2021, 13:10

Thanks Nazeem for your patience and finally resolving this issue, much appreciated.
Oh, by the way Coleen, the name is Jana.

Jana M's update09 Jul 2021, 13:10

Reviewer Update

Thanks Nazeem for your patience and finally resolving this issue, much appreciated.
Oh, by the way Coleen, the name is Jana.