Poor service by Old Mutual

I have been a loyal member of Old Mutual for over 20 years, with all my policies and investments managed through them. Unfortunately, my recent experience with their service has been deeply disappointing.

Due to financial difficulties, I app**** for a partial withdrawal from my investment in October through the app. By November, I had not received the funds, so I called their offices and was informed that I needed to complete a Residency Declaration Form, with a deadline of November 22. I promptly submitted the form before the due date.

However, on November 25, I followed up again, only to be told to resend the form, which I did. When I called at the beginning of December to inquire why the funds still hadn’t been deposited, I was asked yet again to submit the same form.

This has now turned into a frustrating cycle of calls and emails over the past three months, with no resolution. Despite repeated efforts to provide the requested documentation, Old Mutual claims not to have received it. I have now submitted the form four times and still haven’t received my funds.

Today, I called again out of sheer desperation, as I do not even have money for transport and was relying on this withdrawal to meet urgent needs. The representative I spoke to said they still don’t have the form. This entire process has been incredibly stressful and disappointing.