WP
Wayne P
1 reviews | Active since Jul 2012
29 Oct 2024, 09:46
Pathetic Two-Pot Claim process for Old Mutual
Two-Pot claim was submitted 20-Sep and a massive 30 day turnaround time was Promised. I called the Call Centre and they don't know when it will be finalized, the only status is - IN Progress. So, 40 days later and OLD Mutual cannot process a small Two Pot Claim and they want you to trust them with your massive Retirement money that is crucial for retirement. Pathetic service, poor digital interface and lack of regular Customer Progress feedback. Also, there is no Online option to check your Claim Status. You must call the Call Centre - ***??? ***-1
Helpful (0)
Replies (8)0
Replies (8)WP
Wayne P's updateReviewer Update
01 Nov 2024, 13:12Delia, that you for the Automated placating but meaningless response. However, what Customers like me need from their Financial Partners is: when will my Claim be Paid? An actual Date commitment, since your SLA promise was 30 days and we are now on day 42 with no Clarity in sight.
Seems like you seem to think SLA and honoring your word is NOT important to Customers?
Please, no more Automated responses, I want a personal calls with an actual date of payment!!!
Seems like you seem to think SLA and honoring your word is NOT important to Customers?
Please, no more Automated responses, I want a personal calls with an actual date of payment!!!
WP
Wayne P's update01 Nov 2024, 13:12
Reviewer Update
Delia, that you for the Automated placating but meaningless response. However, what Customers like me need from their Financial Partners is: when will my Claim be Paid? An actual Date commitment, since your SLA promise was 30 days and we are now on day 42 with no Clarity in sight.
Seems like you seem to think SLA and honoring your word is NOT important to Customers?
Please, no more Automated responses, I want a personal calls with an actual date of payment!!!
Seems like you seem to think SLA and honoring your word is NOT important to Customers?
Please, no more Automated responses, I want a personal calls with an actual date of payment!!!
WP
Wayne P's updateReviewer Update
20 Nov 2024, 12:58It is now a Massive 60 days since my Claim Submission (20-Sep-2024), with no committed ETA on when the Two-Pot payment will be done.
Only feedback is the Chatgpt response : "We are working tirelessly and apologize for the inconvenience"
I want Answers, not excuses and apologies.
Bilqees CARELSE, Iesa CUPIDO, you promised feedback?
How much Longer to Payment?
What is the Holdup or Blocker?
Is there any deadline ETA?
How is it possible that Sanlam can pay Two-Pot claims in 7 days and Old Mutual Cannot after 60 days?
W Phillips ***6 (OCM***0) ([TWOPC***3])
Still Unhappy Customer
Only feedback is the Chatgpt response : "We are working tirelessly and apologize for the inconvenience"
I want Answers, not excuses and apologies.
Bilqees CARELSE, Iesa CUPIDO, you promised feedback?
How much Longer to Payment?
What is the Holdup or Blocker?
Is there any deadline ETA?
How is it possible that Sanlam can pay Two-Pot claims in 7 days and Old Mutual Cannot after 60 days?
W Phillips ***6 (OCM***0) ([TWOPC***3])
Still Unhappy Customer
WP
Wayne P's update20 Nov 2024, 12:58
Reviewer Update
It is now a Massive 60 days since my Claim Submission (20-Sep-2024), with no committed ETA on when the Two-Pot payment will be done.
Only feedback is the Chatgpt response : "We are working tirelessly and apologize for the inconvenience"
I want Answers, not excuses and apologies.
Bilqees CARELSE, Iesa CUPIDO, you promised feedback?
How much Longer to Payment?
What is the Holdup or Blocker?
Is there any deadline ETA?
How is it possible that Sanlam can pay Two-Pot claims in 7 days and Old Mutual Cannot after 60 days?
W Phillips ***6 (OCM***0) ([TWOPC***3])
Still Unhappy Customer
Only feedback is the Chatgpt response : "We are working tirelessly and apologize for the inconvenience"
I want Answers, not excuses and apologies.
Bilqees CARELSE, Iesa CUPIDO, you promised feedback?
How much Longer to Payment?
What is the Holdup or Blocker?
Is there any deadline ETA?
How is it possible that Sanlam can pay Two-Pot claims in 7 days and Old Mutual Cannot after 60 days?
W Phillips ***6 (OCM***0) ([TWOPC***3])
Still Unhappy Customer
Old Mutual's replyOfficial
21 Nov 2024, 06:56Good day
We note your comments, please be advised that this matter is been attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
We note your comments, please be advised that this matter is been attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
Old Mutual's reply21 Nov 2024, 06:56
Official
Good day
We note your comments, please be advised that this matter is been attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
We note your comments, please be advised that this matter is been attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
WP
Wayne P's updateReviewer Update
25 Nov 2024, 15:59I have decided to Escalate Daily until I have:
1. ETA on Two-Pot Claim Payment
2. Reaso.for the Two-Pot Claim delay
3. Actually Payment made
Facts:
1. Two-Pot Claim was submitted 20-Sep
2. ETA promise from Old Mutual was 30 days
3. Current wait period: 65 days
4. Reason for delay: NONE given
5. Number of days above SLA ETA promised by Old Mutual = 35 days
1. ETA on Two-Pot Claim Payment
2. Reaso.for the Two-Pot Claim delay
3. Actually Payment made
Facts:
1. Two-Pot Claim was submitted 20-Sep
2. ETA promise from Old Mutual was 30 days
3. Current wait period: 65 days
4. Reason for delay: NONE given
5. Number of days above SLA ETA promised by Old Mutual = 35 days
WP
Wayne P's update25 Nov 2024, 15:59
Reviewer Update
I have decided to Escalate Daily until I have:
1. ETA on Two-Pot Claim Payment
2. Reaso.for the Two-Pot Claim delay
3. Actually Payment made
Facts:
1. Two-Pot Claim was submitted 20-Sep
2. ETA promise from Old Mutual was 30 days
3. Current wait period: 65 days
4. Reason for delay: NONE given
5. Number of days above SLA ETA promised by Old Mutual = 35 days
1. ETA on Two-Pot Claim Payment
2. Reaso.for the Two-Pot Claim delay
3. Actually Payment made
Facts:
1. Two-Pot Claim was submitted 20-Sep
2. ETA promise from Old Mutual was 30 days
3. Current wait period: 65 days
4. Reason for delay: NONE given
5. Number of days above SLA ETA promised by Old Mutual = 35 days
Old Mutual's replyOfficial
26 Nov 2024, 07:46Good day Wayne,
We acknowledge receipt of your review and sincerely apologise 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.
Kind regards
Old Mutual Complaints Management
We acknowledge receipt of your review and sincerely apologise 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.
Kind regards
Old Mutual Complaints Management
Old Mutual's reply26 Nov 2024, 07:46
Official
Good day Wayne,
We acknowledge receipt of your review and sincerely apologise 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.
Kind regards
Old Mutual Complaints Management
We acknowledge receipt of your review and sincerely apologise 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.
Kind regards
Old Mutual Complaints Management
WP
Wayne P's updateReviewer Update
02 Dec 2024, 08:21Still no Two-Pot Claim Payment from Old Mutual
Facts:
1. Two-Pot Claim was submitted 20-Sep
2. ETA promised from Old Mutual was 30 days
3. Current wait period: 72 days
4. Reason for delay: NONE given
5. Number of days above SLA ETA promised by Old Mutual = 42 days
6. Responses: "We are working tirelessly and apologize for the inconvenience."
Facts:
1. Two-Pot Claim was submitted 20-Sep
2. ETA promised from Old Mutual was 30 days
3. Current wait period: 72 days
4. Reason for delay: NONE given
5. Number of days above SLA ETA promised by Old Mutual = 42 days
6. Responses: "We are working tirelessly and apologize for the inconvenience."
WP
Wayne P's update02 Dec 2024, 08:21
Reviewer Update
Still no Two-Pot Claim Payment from Old Mutual
Facts:
1. Two-Pot Claim was submitted 20-Sep
2. ETA promised from Old Mutual was 30 days
3. Current wait period: 72 days
4. Reason for delay: NONE given
5. Number of days above SLA ETA promised by Old Mutual = 42 days
6. Responses: "We are working tirelessly and apologize for the inconvenience."
Facts:
1. Two-Pot Claim was submitted 20-Sep
2. ETA promised from Old Mutual was 30 days
3. Current wait period: 72 days
4. Reason for delay: NONE given
5. Number of days above SLA ETA promised by Old Mutual = 42 days
6. Responses: "We are working tirelessly and apologize for the inconvenience."
WP
Wayne P's updateReviewer Update
06 Dec 2024, 19:0476 days after submitting the Two-Pot Claim with Old Mutual, claim was finally paid.
Confidence in Old Mutual ability to look after my hard earned money and pay me out when I need it - Zero.
That is what we call Customer Confidence, irreparable ruined.
Regards, from an permanently Unhappy Customer.
Wayne Phillips
Confidence in Old Mutual ability to look after my hard earned money and pay me out when I need it - Zero.
That is what we call Customer Confidence, irreparable ruined.
Regards, from an permanently Unhappy Customer.
Wayne Phillips
WP
Wayne P's update06 Dec 2024, 19:04
Reviewer Update
76 days after submitting the Two-Pot Claim with Old Mutual, claim was finally paid.
Confidence in Old Mutual ability to look after my hard earned money and pay me out when I need it - Zero.
That is what we call Customer Confidence, irreparable ruined.
Regards, from an permanently Unhappy Customer.
Wayne Phillips
Confidence in Old Mutual ability to look after my hard earned money and pay me out when I need it - Zero.
That is what we call Customer Confidence, irreparable ruined.
Regards, from an permanently Unhappy Customer.
Wayne Phillips
Old Mutual's replyOfficial
07 Dec 2024, 09:29Hello, we do note that one of our complaint assessors reached out to you telephonically, to provide you with an update.
Old Mutual's reply07 Dec 2024, 09:29
Official
Hello, we do note that one of our complaint assessors reached out to you telephonically, to provide you with an update.