Old Mutual worst costumer service

Item: Old Mutual
Rating: 1

OLD MUTUAL WOES FOR MY MOTHER AND I I have been putting off writing this piece because after months of bad service and poor feedback communication I decided to close all policies I had with Old Mutual and start afresh elsewhere. I figured that would be the end of it, but then Old Mutual messed with my mother!!!! Naturally re-igniting feelings of anger and frustration that I was subjected to when I was still with Old Mutual. Let’s start at the beginning. In my early months of working in 2014 my mother told me that I should take out policies with Old Mutual because they are tried and tested and the fact that my cousin worked there was a bonus. I didn’t even look around for other products on the market I went straight to Old Mutual and opened up a Greenlight policy which was a life cover and funeral cover for me and my family, I opened an investment policy and a retirement policy. My policy premiums were deducted via stop order as I was advised by Old Mutual consultant (Ansonnette A BAUWER no. ********** based in Upington) who helped me open up all my policies. A few months down the line I noticed that Old Mutual would constantly send me missed premium notifications and I followed this matter up with both my payroll office who assured me that the payments are sent to Old Mutual every month as reflected by the deductions on my salary advice. My Old Mutual consultant simply told me that she would look into it, but never came back to me with any feedback. Eventually Old Mutual communicated to me that my Greenlight policy is closed because of missed premiums. My Old Mutual consultant: (Ansonnette. A BAUWER ********** no. ********** based in Upington) simply sent me a form to fill out to revive my policy, this form is basically listing me as being at fault of neglecting to pay my policy and that I want to repent and carry on with the policy payments. I am still wet behind the ears so I fill in the form and send it to my consultant because I do not want to be caught wanting if a death were to occur in my family. This happens again for the second time where Old Mutual communicates that my policy is beginning closed due to missed premiums. The frustrating part about all of this is that every month my salary advice reflects that the premiums are being paid to Old Mutual. Eventually in May 17. 2016, my payroll office informs me that, they are going to stop processing my Old Mutual stop order because they send the money to Old Mutual and Old Mutual sends the money back again. I follow this matter up with Old Mutual After not being kept posted I pen an inquiry to Old Mutual complaints myself: I contact my Old Mutual consultant (A.A BAUWER no. ********** based in Upington) who informs me that this is because my old Mutual policies are closed. So I decide that its time make the method of payment a debit order so that I can monitor the payments myself. Great idea I think to myself, so I immediately call the old much costumer centre and inform them that I want to change the method of payment of all my policies. I speak to a lady by the name of ANESSA TALIEP. This is the beginning of the end, with me and Old Mutual, I just didn’t know it yet. So ANESSA and I speak and I inform her that I want to change all my policies to a debit order, fine, she say I can see all your policies here on my computer I will send you an email with all the policy numbers so that you can just fill them in on the form and not have to go looking to them. Great so she sends me the email with the policy numbers I see three policy numbers, I have three policies with old mutual so this must be all of them. She sends me one form to fill in and list all three policies on that one form. While I am reading through my policies I think to myself, let me see which policiy number belongs to which policy so that in future I can just give them the policy number and not my ID number everytime that I call in. I find that there is a policy number that doesn’t beloning to me that ANESSA Listed when sending me the email. So I email ANESSA, thinking that this is an honest mastake that can be fixed immedetaly before the paperwork gets proccessed. At this point I assume that everything will be resolved. 3months go by I call old mutual asking when will my debit order take effect as it has been more than the stated time for processing a method of payment change. I am informed that I filled out the wrong form, ANESSA should have given me a form for the Greenlight and a form for the investments so the change has not been processed but if I fill out the forms that they will send me immediately they will escalate my matter as it was not my fault that ANESSA gave me the wrong form. So at this point I still have faith although I am greatly annoyed by ANEESA and her incorrect information and paperwork. So while I am fighting to get my debit order in place I receive the below email: I received emails on two occasions informing me that they cannot change my mother’s method of payment unless my mother authorises. I attempted to get a hold of the lady who sent the emails to let her not that my mother’s policy should not be changed it was all a mistake made by ANESSA. I could never find here when I called into customer service citing that they are a big department. No I am fuming because I was assured that this problem was sorted and nothing would happen to my mother’s policy. I take comfort in knowing that they cannot process the change of payment without my mother’s consent. So at this point I call me mother to inform her that if Old Mutual call her she must tell them that she doesn’t want any changes to her policy. Old Mutual never called my mother. The following email lands in my inbox: After receiving the above email I am confused, frustrated and very angered by the inconsistency and two very different stories I am receiving from Old Mutual. I call Old Mutual time and time again until I receive the below response: Now imagine my surprise when my GreenLight policy premium FINALLY goes off in November BUT my mother’s policy premium is part of my debit orders and again in December I was debited for my mother’s premium To evoke something to happen, whenever I am done with the fruitless telephone calls I always rate the service as a 1. After the ratings a service consultant would call to inquire why I rated the call as a 1. I passionately table out my frustrations and the inability of Old Mutual to fix this problem. This happens three times with no resolutions. My other frustration is that I was the one calling Old Mutual almost on a daily bases inquiring about the investigation that they claimed they open and the outcome. The tone which I was receiving was both condescending and dis interested, it was as if I was bothering them, like I am being petty for wanting to know the state of my life and funeral policy, I just did not understand. ANESSA kept saying that an investigation is being open and that her supervisor would call me with feedback before they end of the day. NOBODY EVER CALLED!!! I FINALLY could no longer tolerate the cold shoulder I was receiving and closed my all policies in January 2017. I called Old Mutual and I remember I spoke to a consultant whom I asked if me closing my policies would affect my mother’s policy (which they claimed the matter was still under investigation, STILL!!) in an irritable tone the lady informed me that my mother policy would not be affected because it is not my mother’s fault that Old Mutual did a mistake and my mother never signed the consent for to have a change of payment method done one her policy. March 2017 my mother calls me to inform me that Old Mutual has closed her Green Light policy. To this day my is still trying to understand how her policy is closed when the stop order goes off every month and because she never authorised a change of payment on any of her policies. Now my mother is just 2 years shy of 60. She is old and doesn’t do emails, this means that my mother has been travelling to Old Mutual branches by taxi for the past two months trying to resolve a problem that that ANESSA constructed in May 2016 its May 2017 and this problem is still following me around My problem here is that my mother has never stopped paying her policies via stop order and she opened all her old mutual policies long before I began working, I feel Old Mutual has been extremely irresponsible and insensitive as this matter is still not resolved and blames my mother for not paying the premiums but her salary advise says different. The costumer consultant even has the nerve to say that my mother can revive her policy if she pays all the missed premiums she owes!! The only time my mother stopped paying her policy premium is when Old Mutual informed here that the policy is closed all because of ANESSA and her mistake on the 17th of May 2016. I am still awaiting feedback on the alleged investigation and so is my mother as this matter directly affects her. Neither my mother nor I are at fault here Regards Thanda

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