Poor and Dissapointing Service
Good Evening I am very unhappy and disappointed by the service received from one of your consultants, firstly she was very unprofessional when speaking to me as if she was chatting to one of her friends. I am not sure if your company policy and quality assurance allows your Call Centre consultants to say words like obviously you get a reference number after sending a whatsapp request instead of being polite and using professional language when making a point to a customer. Not only was she rude, unprofessional but she also gave me wrong and misleading information which makes me think twice of continuing doing business with Old Mutual, there are competitors which will welcome me with both hands which I donut would promote or at least not act when their employees misrepresent the company and bring the companies name into disrepute. At approximately 16h25 on the 04th of February 2022 I made a call to your Call Centre number *** using my *** number. I got through to a lady ( did not get her name but I am sure your records will be able to trace who I spoke to) . I was enquiring about a withdrawal made on my tax free investment with POLICY NUMBER ***5. The withdrawal request of R3000 was made on Sunday the 30th of January 2021. The purpose of the follow-up was to find out how far my withdrawal request was because the funds were requested for an important use. I could not find the reference number and this is what I indicated to her, that when she became rude, not that she was friendly and professional in the first place. I then gave her my policy number/ID number and confirmed my details, she then informed me that my withdrawal was "REJECTED" and when I asked why, she said she can't tell why the request was rejected and she indicated the date rejected was Thursday the 03rd of February 2022. Out of frustration, I hung up the call and went straight to my bank to reverse the premium paid in January because I had to use the money, only to find out an hour later my withdrawal of R3000 paid in my account. If this consultant provided me with accurate information and was professional, I could have waited for my funds to reflect, now because she gave me wrong feedback, I am sitting with a dilemma of me having reversed the premium. This is very unprofessional and considering the number of policies I have with Old Mutual versus the service I just got, I have a good mind of taking my business elsewhere. I need you to investigate this and corrective action be instituted. My ID number is ***Thulani Mkrola Regards Thulani Mkrola Cell: ***