Over a Year of Delays on Section 14 Transfer – No Resolution from Old Mutual

Complaint: I am extremely disappointed with Old Mutual’s handling of a Section 14 transfer request that has now dragged on for over a year without resolution. Despite consistent follow-ups, escalations, and even a formal complaint, the process remains incomplete due to repeated delays, expired documentation, and lack of accountability from the Section 14 department. The client’s transfer request was submitted on 01 July 2024, and since then, we’ve had to chase Old Mutual at every step. Below is a summary of key dates and actions taken: • 09/09/2024: Notified that Form H was being drafted • 17/09/2024: Form H received • 26/09/2024: Incorrect Appendix 6 values flagged • 29/10/2024: Correct Form H received • 30/10/2024: Signed Form H sent back to Old Mutual • Nov 2024 – Jan 2025: Multiple follow-ups with no progress • 30/01/2025: Told Form J was not available on the system • 07/02/2025: Form H expired • Feb – Mar 2025: Requested updated Form H, escalated to Section 14 manager, no feedback • Apr – May 2025: Further escalations, advised to go through customer service, still no resolution • 30/05/2025: Formal complaint submitted, promised urgent response • June – July 2025: Requirements resubmitted, complaint escalated again, advised to contact arbitrator • 28/07/2025: Email sent to *** • 29/07/2025 – 29/08/2025: Case referred to management, still no feedback This is not just poor service—it’s a complete failure of process and accountability. The delays have caused unnecessary stress and inconvenience to the client, and despite our efforts to engage through every available channel, Old Mutual has failed to deliver. I am now requesting immediate intervention and resolution. The Section 14 department must be held accountable, and this transfer must be finalized without further delay. I expect a formal response and timeline for completion.