Policy

Good day .

I am very disappointing with old mutual ,i have 4 policies with you i have never had an issue until i opened my forth policy that when i actually regret coming to old mutual.

I opened my policy at Old mutual Soweto Protea glen ,then on the first month the debit did not go through i went to the Randburg brunch and i asked why they did not debit because the 3 policies were debited the lady checked and said there is nothing wrong they will debit the next month ,the following month nothing happens ,i went back to Randburg to ask again that the debit did not go through ,they said it will go through the following month ,at this point i am expecting the consultant to escalate the query but they are telling me the same thing .i got tired of getting the same feedback i then contacted ********** and a lady assisted me by sending me a debit form she could easily spot the fact that the debit was not loaded i got the form from her and i signed it and send it back and on the third month finally my account was debited .then on the 6th i went to the Randburg brunch to update my beneficiary on this policy then they tell me it has LAPSED i have not been paying and i am explaining to them i came here twice asking why am i not being debited none of your consultant were able to pick it up but the email agent was able to help me in that regard .The consultant that was helping me at the time kept on asking other consultant for assistance with updating my details,its shocking that you do not have process in places to deal with such matters ,your staff has to be trained to know your systems .As a big company i honestly fail to understand why you are not prioritizing customers .i regret investing in a company that does not care about my concerns .

I am not sure how you go about measuring the service that's being delivered by your brunches but i urge you to get someone who will monitor the service ,your NPS & query resolution will never come right at this rate and you will loose customers .

Can you please provide me with Ombudsman email for such complaints so i can escalate further and discus my option for moving my policies and their exact value to another FSP.