AR
Adriaan R
1 reviews | Active since Aug 2024
14 Aug 2024, 11:24
OLD MUTUAL withdrawl payment
I have a retirement annuity that matured November 2023 and I started the withdrawal process end of March 2024. Today is 14 August 2024 and have not received any payment. I had a similar product with Liberty and that was paid out within 8 weeks. I have fulfilled the requirements from SARS:
1. I have reached retirement age 2. SARS has approved my tax emigration status 3. I have given proof to Old Mutual that I am a permanent resident and tax payer of a foreign country. 4. Old Mutual now needs to apply for a tax directive from SARS and then make the payment.
Old Mutual is continuously asking for additional documents in addition to the SARS requirement. I have visited a branch when I recently visited RSA and spoke to a customer service respresentative, my broker has been in constant contact with Old Mutual but to date, no payment received. I have sent an email to the customer service representative as well as the "generic" email *** but have not even had the professional courtesy to reply to my email.
How many hoops do I still need to jump through in order to finalize this process.
Why is it that the application process to create a policy takes 20 minutes, but the withdrawal process has now taken almost 5 months?
It seems to be a recurring issue with Old Mutual (similar review from another disgruntled customer posted today) https://www.hellopeter.com/old-mutual/reviews/surrendering-of-plan-***
"Your sincere apologies seems to be norm as i have one month with this case and all your do is keeping on apologizing and on-going investigation that has no solution. How many more days am I going to wait for futher investigation to be done."
My assumption is that Old Mutual will also reply to me with a generic apology similar to the case of the above customer, but what I would like to see is that a human being answer my review and get this resolved ASAP.
edit, my broker has been busy with the call center since 10am this morning (call goes unanswered)
Helpful (0)
Replies (15)0
Replies (15)
Old Mutual's replyOfficial
14 Aug 2024, 11:30Good day A Rossouw
We acknowledge receipt of your review and extend our sincere apologies for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Regards
Bilqees Carelse
Old Mutual Complaints Management
We acknowledge receipt of your review and extend our sincere apologies for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Regards
Bilqees Carelse
Old Mutual Complaints Management
Best regards,
Old Mutual's reply14 Aug 2024, 11:30
Official
Good day A Rossouw
We acknowledge receipt of your review and extend our sincere apologies for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Regards
Bilqees Carelse
Old Mutual Complaints Management
We acknowledge receipt of your review and extend our sincere apologies for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Regards
Bilqees Carelse
Old Mutual Complaints Management
Best regards,
AR
Adriaan R's updateReviewer Update
14 Aug 2024, 11:50As expected a generic reply from Old Mutual:
Good day A Rossouw
We acknowledge receipt of your review and extend our sincere apologies for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Regards
Bilqees Carelse
Old Mutual Complaints Management
Good day A Rossouw
We acknowledge receipt of your review and extend our sincere apologies for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Regards
Bilqees Carelse
Old Mutual Complaints Management
AR
Adriaan R's update14 Aug 2024, 11:50
Reviewer Update
As expected a generic reply from Old Mutual:
Good day A Rossouw
We acknowledge receipt of your review and extend our sincere apologies for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Regards
Bilqees Carelse
Old Mutual Complaints Management
Good day A Rossouw
We acknowledge receipt of your review and extend our sincere apologies for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Regards
Bilqees Carelse
Old Mutual Complaints Management
AR
Adriaan R's updateReviewer Update
14 Aug 2024, 11:51 As expected a generic reply from Old Mutual:
AR
Adriaan R's update14 Aug 2024, 11:51
Reviewer Update
As expected a generic reply from Old Mutual:
Old Mutual's replyOfficial
15 Aug 2024, 08:56Dear A Rossouw
Kindly refer to our email sent 14 August 2024 , we await the outstanding requirements to further attend to your matter.
Regards
Old Mutual Complaints Management
Kindly refer to our email sent 14 August 2024 , we await the outstanding requirements to further attend to your matter.
Regards
Old Mutual Complaints Management
Best regards,
Old Mutual's reply15 Aug 2024, 08:56
Official
Dear A Rossouw
Kindly refer to our email sent 14 August 2024 , we await the outstanding requirements to further attend to your matter.
Regards
Old Mutual Complaints Management
Kindly refer to our email sent 14 August 2024 , we await the outstanding requirements to further attend to your matter.
Regards
Old Mutual Complaints Management
Best regards,
AR
Adriaan R's updateReviewer Update
19 Aug 2024, 14:34reply from the PFA Personal Financial Advisor in the branch office:
In addition, please be advised that the PFA Regional email address is for brokers and advisers only. Should you wish to follow up on the matter directly as the client, please use ***.
I have now forwarded the info to the service email. I hope for a response from them asap
In addition, please be advised that the PFA Regional email address is for brokers and advisers only. Should you wish to follow up on the matter directly as the client, please use ***.
I have now forwarded the info to the service email. I hope for a response from them asap
AR
Adriaan R's update19 Aug 2024, 14:34
Reviewer Update
reply from the PFA Personal Financial Advisor in the branch office:
In addition, please be advised that the PFA Regional email address is for brokers and advisers only. Should you wish to follow up on the matter directly as the client, please use ***.
I have now forwarded the info to the service email. I hope for a response from them asap
In addition, please be advised that the PFA Regional email address is for brokers and advisers only. Should you wish to follow up on the matter directly as the client, please use ***.
I have now forwarded the info to the service email. I hope for a response from them asap
AR
Adriaan R's updateReviewer Update
20 Aug 2024, 13:54Update on my withdrawal request, contacted PFA Personal Financial Advisor but was told only communication on that line can be done via my broker.
Additional document emailed as requested by their PFA dpt.
Was provided alternative communication option:
"In addition, please be advised that the PFA Regional email address is for brokers and advisers only. Should you wish to follow up on the matter directly as the client, please use ***."
I have emailed but 24 hours no answer or any confirmation that my email was delivered.
I have requested the following from Old Mutual:
request to articulate the exact steps with a timeline on the process moving forward as I need to close this process.
Additional document emailed as requested by their PFA dpt.
Was provided alternative communication option:
"In addition, please be advised that the PFA Regional email address is for brokers and advisers only. Should you wish to follow up on the matter directly as the client, please use ***."
I have emailed but 24 hours no answer or any confirmation that my email was delivered.
I have requested the following from Old Mutual:
request to articulate the exact steps with a timeline on the process moving forward as I need to close this process.
AR
Adriaan R's update20 Aug 2024, 13:54
Reviewer Update
Update on my withdrawal request, contacted PFA Personal Financial Advisor but was told only communication on that line can be done via my broker.
Additional document emailed as requested by their PFA dpt.
Was provided alternative communication option:
"In addition, please be advised that the PFA Regional email address is for brokers and advisers only. Should you wish to follow up on the matter directly as the client, please use ***."
I have emailed but 24 hours no answer or any confirmation that my email was delivered.
I have requested the following from Old Mutual:
request to articulate the exact steps with a timeline on the process moving forward as I need to close this process.
Additional document emailed as requested by their PFA dpt.
Was provided alternative communication option:
"In addition, please be advised that the PFA Regional email address is for brokers and advisers only. Should you wish to follow up on the matter directly as the client, please use ***."
I have emailed but 24 hours no answer or any confirmation that my email was delivered.
I have requested the following from Old Mutual:
request to articulate the exact steps with a timeline on the process moving forward as I need to close this process.
Old Mutual's replyOfficial
20 Aug 2024, 15:26Dear A Rossouw
Kindly note your documents have been submitted to the Retirement disinvestment team for review.
Once completed feedback will be provide via email.
Kind regards
Old Mutual Complaints Management
Kindly note your documents have been submitted to the Retirement disinvestment team for review.
Once completed feedback will be provide via email.
Kind regards
Old Mutual Complaints Management
Best regards,
Old Mutual's reply20 Aug 2024, 15:26
Official
Dear A Rossouw
Kindly note your documents have been submitted to the Retirement disinvestment team for review.
Once completed feedback will be provide via email.
Kind regards
Old Mutual Complaints Management
Kindly note your documents have been submitted to the Retirement disinvestment team for review.
Once completed feedback will be provide via email.
Kind regards
Old Mutual Complaints Management
Best regards,
AR
Adriaan R's updateReviewer Update
22 Aug 2024, 14:38 Please update on the current stage of the process.
"I request you to articulate the exact steps with a timeline on the process moving forward as I need to close this transaction."
I understand that the Retirement disinvestment team received the documents, has the request for a tax directive been submitted to SARS?
This has taken 5 months and is unacceptable.
I do not wish to receive any more generic answers from Old Mutual
"I request you to articulate the exact steps with a timeline on the process moving forward as I need to close this transaction."
I understand that the Retirement disinvestment team received the documents, has the request for a tax directive been submitted to SARS?
This has taken 5 months and is unacceptable.
I do not wish to receive any more generic answers from Old Mutual
AR
Adriaan R's update22 Aug 2024, 14:38
Reviewer Update
Please update on the current stage of the process.
"I request you to articulate the exact steps with a timeline on the process moving forward as I need to close this transaction."
I understand that the Retirement disinvestment team received the documents, has the request for a tax directive been submitted to SARS?
This has taken 5 months and is unacceptable.
I do not wish to receive any more generic answers from Old Mutual
"I request you to articulate the exact steps with a timeline on the process moving forward as I need to close this transaction."
I understand that the Retirement disinvestment team received the documents, has the request for a tax directive been submitted to SARS?
This has taken 5 months and is unacceptable.
I do not wish to receive any more generic answers from Old Mutual
AR
Adriaan R's updateReviewer Update
22 Aug 2024, 14:38 Please update on the current stage of the process.
"I request you to articulate the exact steps with a timeline on the process moving forward as I need to close this transaction."
I understand that the Retirement disinvestment team received the documents, has the request for a tax directive been submitted to SARS?
This has taken 5 months and is unacceptable.
I do not wish to receive any more generic answers from Old Mutual
"I request you to articulate the exact steps with a timeline on the process moving forward as I need to close this transaction."
I understand that the Retirement disinvestment team received the documents, has the request for a tax directive been submitted to SARS?
This has taken 5 months and is unacceptable.
I do not wish to receive any more generic answers from Old Mutual
AR
Adriaan R's update22 Aug 2024, 14:38
Reviewer Update
Please update on the current stage of the process.
"I request you to articulate the exact steps with a timeline on the process moving forward as I need to close this transaction."
I understand that the Retirement disinvestment team received the documents, has the request for a tax directive been submitted to SARS?
This has taken 5 months and is unacceptable.
I do not wish to receive any more generic answers from Old Mutual
"I request you to articulate the exact steps with a timeline on the process moving forward as I need to close this transaction."
I understand that the Retirement disinvestment team received the documents, has the request for a tax directive been submitted to SARS?
This has taken 5 months and is unacceptable.
I do not wish to receive any more generic answers from Old Mutual
AR
Adriaan R's updateReviewer Update
27 Aug 2024, 16:49I submitted additional document yesterday but have not received any feedback, I again request " to articulate the exact steps with a timeline on the process moving forward as I need to close this transaction."
AR
Adriaan R's update27 Aug 2024, 16:49
Reviewer Update
I submitted additional document yesterday but have not received any feedback, I again request " to articulate the exact steps with a timeline on the process moving forward as I need to close this transaction."
Old Mutual's replyOfficial
29 Aug 2024, 12:34Dear Adriaan
We have received the documents and attending to this matter, feedback will be provided shortly.
Kind regards
Old Mutual Complaints Management
We have received the documents and attending to this matter, feedback will be provided shortly.
Kind regards
Old Mutual Complaints Management
Best regards,
Old Mutual's reply29 Aug 2024, 12:34
Official
Dear Adriaan
We have received the documents and attending to this matter, feedback will be provided shortly.
Kind regards
Old Mutual Complaints Management
We have received the documents and attending to this matter, feedback will be provided shortly.
Kind regards
Old Mutual Complaints Management
Best regards,
AR
Adriaan R's updateReviewer Update
30 Aug 2024, 13:04Good morning
It is my belief that Old Mutual has worked hard to perfect the functional customer experience, but at the expense of the emotional, human experience.
I have app**** for the withdrawal of my retirement annuity as I have emigrated and reached retirement age, but the experience is causing me a lot of emotional and physical distress.
My experience is that generic emails are sent out for queries and that none of the people I have interacted with are able to clearly answer my query.
When I posted my review on Hello Peter, I am also given generic answers that the request is in process, but with no clear timeline for completion.
I have on numerous occasions requested the following from the Old Mutual team:
"I request you to articulate the exact steps with a timeline on the process moving forward as I need to close this transaction."
If Old Mutual is unable or unwilling to provide that info, please let me know.
Standard Operating procedures are the backbone of any organization and I am surprised that a company like Old Mutual would not have a clearly defined workflow for my particular case and unable to clearly articulate the process flow/timeline for my withdrawal request.
I understand that due to miscommunication, it was initially not clear which documents needed to be submitted, but I believe all documents have now been submitted.
If any further documents are required, please let me know.
I would appreciate it if one of the employees of Old Mutual rep**** to this message and provided clear information regarding the status of my request.
It is my belief that Old Mutual has worked hard to perfect the functional customer experience, but at the expense of the emotional, human experience.
I have app**** for the withdrawal of my retirement annuity as I have emigrated and reached retirement age, but the experience is causing me a lot of emotional and physical distress.
My experience is that generic emails are sent out for queries and that none of the people I have interacted with are able to clearly answer my query.
When I posted my review on Hello Peter, I am also given generic answers that the request is in process, but with no clear timeline for completion.
I have on numerous occasions requested the following from the Old Mutual team:
"I request you to articulate the exact steps with a timeline on the process moving forward as I need to close this transaction."
If Old Mutual is unable or unwilling to provide that info, please let me know.
Standard Operating procedures are the backbone of any organization and I am surprised that a company like Old Mutual would not have a clearly defined workflow for my particular case and unable to clearly articulate the process flow/timeline for my withdrawal request.
I understand that due to miscommunication, it was initially not clear which documents needed to be submitted, but I believe all documents have now been submitted.
If any further documents are required, please let me know.
I would appreciate it if one of the employees of Old Mutual rep**** to this message and provided clear information regarding the status of my request.
AR
Adriaan R's update30 Aug 2024, 13:04
Reviewer Update
Good morning
It is my belief that Old Mutual has worked hard to perfect the functional customer experience, but at the expense of the emotional, human experience.
I have app**** for the withdrawal of my retirement annuity as I have emigrated and reached retirement age, but the experience is causing me a lot of emotional and physical distress.
My experience is that generic emails are sent out for queries and that none of the people I have interacted with are able to clearly answer my query.
When I posted my review on Hello Peter, I am also given generic answers that the request is in process, but with no clear timeline for completion.
I have on numerous occasions requested the following from the Old Mutual team:
"I request you to articulate the exact steps with a timeline on the process moving forward as I need to close this transaction."
If Old Mutual is unable or unwilling to provide that info, please let me know.
Standard Operating procedures are the backbone of any organization and I am surprised that a company like Old Mutual would not have a clearly defined workflow for my particular case and unable to clearly articulate the process flow/timeline for my withdrawal request.
I understand that due to miscommunication, it was initially not clear which documents needed to be submitted, but I believe all documents have now been submitted.
If any further documents are required, please let me know.
I would appreciate it if one of the employees of Old Mutual rep**** to this message and provided clear information regarding the status of my request.
It is my belief that Old Mutual has worked hard to perfect the functional customer experience, but at the expense of the emotional, human experience.
I have app**** for the withdrawal of my retirement annuity as I have emigrated and reached retirement age, but the experience is causing me a lot of emotional and physical distress.
My experience is that generic emails are sent out for queries and that none of the people I have interacted with are able to clearly answer my query.
When I posted my review on Hello Peter, I am also given generic answers that the request is in process, but with no clear timeline for completion.
I have on numerous occasions requested the following from the Old Mutual team:
"I request you to articulate the exact steps with a timeline on the process moving forward as I need to close this transaction."
If Old Mutual is unable or unwilling to provide that info, please let me know.
Standard Operating procedures are the backbone of any organization and I am surprised that a company like Old Mutual would not have a clearly defined workflow for my particular case and unable to clearly articulate the process flow/timeline for my withdrawal request.
I understand that due to miscommunication, it was initially not clear which documents needed to be submitted, but I believe all documents have now been submitted.
If any further documents are required, please let me know.
I would appreciate it if one of the employees of Old Mutual rep**** to this message and provided clear information regarding the status of my request.
Old Mutual's replyOfficial
30 Aug 2024, 13:29Dear A Rossouw
Kindly note I am monitoring this matter, it is undergoing its payment authorization.
Once finalized feedback will be provided via email
Kind regards
Old Mutual Complaints Management
Kindly note I am monitoring this matter, it is undergoing its payment authorization.
Once finalized feedback will be provided via email
Kind regards
Old Mutual Complaints Management
Best regards,
Old Mutual's reply30 Aug 2024, 13:29
Official
Dear A Rossouw
Kindly note I am monitoring this matter, it is undergoing its payment authorization.
Once finalized feedback will be provided via email
Kind regards
Old Mutual Complaints Management
Kindly note I am monitoring this matter, it is undergoing its payment authorization.
Once finalized feedback will be provided via email
Kind regards
Old Mutual Complaints Management
Best regards,
AR
Adriaan R's updateReviewer Update
30 Aug 2024, 19:09Thank you all Old Mutual staff for your support to get this withdrawal request completed today
AR
Adriaan R's update30 Aug 2024, 19:09
Reviewer Update
Thank you all Old Mutual staff for your support to get this withdrawal request completed today
Old Mutual's replyOfficial
16 Sept 2024, 09:16This is merely an update that this matter is resolved.
Best regards,
Old Mutual's reply16 Sept 2024, 09:16
Official
This is merely an update that this matter is resolved.
Best regards,