Hellopeter
Share Your Experience
TM
Thandeka M

1 reviews | Active since May 2016

06 May 2016, 13:33

Pathetic Service from OLD MUTUAL call centre

<p>I cannot begin to explain how disgusted and utterly disappointed by the level of service received from the same Group Schemes Call Centre number provided. I called the first time in the morning and the lady I spoke to promised to call back as soon as there is a consultant available to assist me. I haven&rsquo;t received any call back yet. I called back again to try and get assistance with this voluntary contribution adjustment form for the 2-IN-ONE-PLAN and I hold the line for 10minutes before I speak to a consultant. I spoke to a guy by name of Liame and he said I should call ***and they should assist me further. He transferred me to another lady by name of Nolizwe who said she is in the client services call centre and does not know what the &ldquo;voluntary contribution adjustment form&rdquo; is. She suggested that I go to the nearest branch so a financial advisor can assist me since they do not know what the form entails. In case she did not know, I took this policy over the phone so I expect to be assisted with the same urgency and persistence. Some of us are professionals who cannot afford to be tossed around from one person to the other without a solution. The service I have experienced is beyond disgusting, it is getting to a point where I am regretting taking any product which such a company, which does not value its clients, or maybe Old mutual renders service according to who you are and how much your monthly contributions are. What is the ****** point of having a call centre with a bunch of clueless consultants who cannot assist clients? With a pathetic service like this, you will lose clients and I am considering moving my business where it will be valued. What happened to TREATING CUSTOMERS FAIRLY: Right post-sale treatment which means gratifying and hassle-free post sale experience. None of that is evident from my experience. I hope the people that I spoke to understand that it is not about pointing fingers but one person represents the whole organisation. Regards,</p>

0
Replies (3)
Old Mutual
Old Mutual's reply13 May 2016, 15:21
Official
Dear Thandeka Thank you for bringing the matter to our attention. We will investigate and provide you with feedback to resolve. It is important to note that Hellopeter only assigned your complaint to us today due to having problems with their website. We apologise for any inconvenience caused. Regards Complaints Management
Old Mutual
Old Mutual's reply27 May 2016, 11:35
Official
Dear Thandeka I refer to our telephone conversation on 23 May 2016. I am sorry about your service experience. I received confirmation that you have been contacted and that Mrs De Kock is currently waiting on your the completed forms. We would like to assist you with the change you requested. We, however, can only proceed if we receive the forms. You may fax the documents to *** or you may e-mail the documents directly to me. On receipt of the above this matter will receiver our further attention. Regards Coleen Aanhuizen Complaints Management
Old Mutual
Old Mutual's reply31 May 2016, 13:55
Official

Dear Thandeka

I refer to my e-mail of 27 May 2016.

We have not received the completed forms. We will attend to this matter on receipt of the above. If you have any questions, you contact me directly.

You can communicate with me directly via e-mail.

Regards

Coleen Aanhuizen

Complaints Management