1 reviews | Active since Mar 2018
Policy Claim
The beginning of October 2021, I visited Old Mutual Branch at Protea Glen Mall to request a cancellation and withdrawal from my retirement annuity policy, a consultant assisted and made me sign some papers that I have requested a withdrawal and to stop the debit order, she advised that the debit order has been cancelled and I will receive an SMS instructing me to visit the branch again to finalise the transaction.
Two months went by no SMS or debit order was not cancelled, on Saturday 27th of November 2021 I visited the branch and was assisted by a consultant called Robert, he checked on their system that debit order was not cancelled and my request for withdrawal was not processed, he asked for required documents, 3 months bank statements and ID, he scanned into the system as supporting document and stated that there's one more outstanding document which is proof of tax or tax return document, the claim from retirement annuity will processed, he has done everything, I just need to submit the document to proceed.
Today 3rd of December 2021 I visited the branch to submit the outstanding proof of tax reference document, I'm told that I still need to provide proof of income, letter from employer and letter from the customer. I have experienced a substandard service and a disdain disregard from Old Mutual, when I obtain this policy from them I was never requested to provide proof of income or letter from employer, there's no logic provided or reason why I have to submit this document to request for my money, its my money and I want it back, this is utter nonsense, I'm being sent from pillar to post to get what is due to me.
This is a simple request, I want to claim from my policy it the money I have been saving all the years, I understand that this process will go through SARS let the process begin so that I can get my money back.
Please assist and appeal this matter on my behalf.
I had to sign some document and she told me to return once I receive an SMS, which was never sent and debit order was not cancelled, this was confirmed by Robert their consultant on my second visit, he stated that its reflecting on their system that debit should have been stopped and policy cancelled, however this action was not successful and he was correcting this mistake on their side, he registered a new request and told be to submit the outstanding document. On the same day I visit my bank and reversed the two debit order that were supposed to have been cancelled and policy cancelled already.
On Saturday 4th of December 2021 I receive an SMS relating to reference CEB*** which is my claim case, the SMS stated to complete the request I should submit proof of deduction because they didn't receive premium supposedly for October and November as I had them reversed because the debit order should have been stopped in October already and the policy cancelled.
Now they think they found a loophole not to release my savings, this policy was not a funeral cover, a loan or bond payment it was a retirement annuity saving policy, I have been paying or saving successfully every month since 01/04/2017, this is my money I have been saving and I'm not sure what nonsense is Old Mutual trying to pull here, they shouldn't even try to scapegoat of the issue return premiums, they need to release my savings .
I'm utterly dismayed at the treatment received from Old Mutual, I need someone to contact me and sort out this problem, if their systems were working 100% the debit order should have been cancelled in October and I wouldn't need any reason to revers the premiums. They to investigate this matter and visit their systems, every visit there's biometric access or fingerprint to register a visit.
I had to sign some document and she told me to return once I receive an SMS, which was never sent and debit order was not cancelled, this was confirmed by Robert their consultant on my second visit, he stated that its reflecting on their system that debit should have been stopped and policy cancelled, however this action was not successful and he was correcting this mistake on their side, he registered a new request and told be to submit the outstanding document. On the same day I visit my bank and reversed the two debit order that were supposed to have been cancelled and policy cancelled already.
On Saturday 4th of December 2021 I receive an SMS relating to reference CEB*** which is my claim case, the SMS stated to complete the request I should submit proof of deduction because they didn't receive premium supposedly for October and November as I had them reversed because the debit order should have been stopped in October already and the policy cancelled.
Now they think they found a loophole not to release my savings, this policy was not a funeral cover, a loan or bond payment it was a retirement annuity saving policy, I have been paying or saving successfully every month since 01/04/2017, this is my money I have been saving and I'm not sure what nonsense is Old Mutual trying to pull here, they shouldn't even try to scapegoat of the issue return premiums, they need to release my savings .
I'm utterly dismayed at the treatment received from Old Mutual, I need someone to contact me and sort out this problem, if their systems were working 100% the debit order should have been cancelled in October and I wouldn't need any reason to revers the premiums. They to investigate this matter and visit their systems, every visit there's biometric access or fingerprint to register a visit.