Poor customer service after requesting assistance to amend Greenlight Policy V2

I wrote this review below about a week ago after which Old Mutual immediately rep**** and apologised for the service experience I encountered. They promised someone would make contact with me during business hours. “Business hours” when/what date/ by when is anyone’s guess. Here is the initial note followed by their reply. Poor customer service after requesting assistance to amend Greenlight Policy 15 April 2026 "I have sent numerous emails to Old Mutual in (Oct 2025, March 2026 and April 2026) requesting them to remove the scheduled annual cover increase 5% rate on two of our OM Greenlight policies. It is a shame I have to come on this platform to complain as I will receive feedback later today after this complaint is posted. For policy no **********0 OM confirmed in Nov 2025 they have removed the annual cover increase but failed to send me the updated policy schedule so I can have record of the amended policy. This is really poor customer services."

Old Mutual’s reply 15 Apr 2026 at 08:34 Good day Albertus, "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 during business hours should further information be required.

Kind regards Old Mutual Complaints Management"

Old Mutual has my email address, mobile number, WhatsApp number etc. to contact me conveniently. We are able to WhatsApp them apparently, but they cannot afford me the same courtesy to me. All the documents they asked me to complete, and sign was forwarded to them on 2 April 2026 after which reference number CEA***0 was generated. Needless to say, the poor service experience continues not surprised.