PM
Pauline M
1 reviews | Active since Aug 2020
28 Apr 2026, 14:23
Poor service, can’t get through the call centre agents.
I’ve been trying to call Old Mutual for the entire day but can’t get through.
I called 4 times and waited each time for over 30mins. This is unacceptable! I finally got through to a consultant and then the line went dead and straight to the survey. I want to cancel my investment before it starts and before the debut date on the 30th. I’m very unhappy with the service. If I can’t get ahold of you now, imagine in the future.
Helpful (0)
Replies (9)0
Replies (9)
Old Mutual's replyOfficial
28 Apr 2026, 15:00Good day,
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
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's reply28 Apr 2026, 15:00
Official
Good day,
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
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
PM
Pauline M's updateReviewer Update
30 Apr 2026, 09:53Hi I’ve submitted my cancellation letter, however I have not received any confirmation that my policy has been cancelled.
PM
Pauline M's update30 Apr 2026, 09:53
Reviewer Update
Hi I’ve submitted my cancellation letter, however I have not received any confirmation that my policy has been cancelled.
Old Mutual's replyOfficial
30 Apr 2026, 10:30Hi there, thank you for your message.
We confirm that an email has been sent to you regarding your cancellation request. Kindly reply directly to that email so our team can assist you further and provide the necessary confirmation.
Kind regards,
Old Mutual Complaints Management
We confirm that an email has been sent to you regarding your cancellation request. Kindly reply directly to that email so our team can assist you further and provide the necessary confirmation.
Kind regards,
Old Mutual Complaints Management
Old Mutual's reply30 Apr 2026, 10:30
Official
Hi there, thank you for your message.
We confirm that an email has been sent to you regarding your cancellation request. Kindly reply directly to that email so our team can assist you further and provide the necessary confirmation.
Kind regards,
Old Mutual Complaints Management
We confirm that an email has been sent to you regarding your cancellation request. Kindly reply directly to that email so our team can assist you further and provide the necessary confirmation.
Kind regards,
Old Mutual Complaints Management
PM
Pauline M's updateReviewer Update
30 Apr 2026, 10:59I did reply directly to the email, on the 28th of April. With an attachment
PM
Pauline M's update30 Apr 2026, 10:59
Reviewer Update
I did reply directly to the email, on the 28th of April. With an attachment
Old Mutual's replyOfficial
30 Apr 2026, 11:11Feedback will be provided to you via email.
Thank you.
Thank you.
Old Mutual's reply30 Apr 2026, 11:11
Official
Feedback will be provided to you via email.
Thank you.
Thank you.
PM
Pauline M's updateReviewer Update
30 Apr 2026, 15:09I still have not received any reply or confirmation that you received my cancellation request.
PM
Pauline M's update30 Apr 2026, 15:09
Reviewer Update
I still have not received any reply or confirmation that you received my cancellation request.
Old Mutual's replyOfficial
30 Apr 2026, 15:42Feedback will be provided to you via email.
Thank you.
Thank you.
Old Mutual's reply30 Apr 2026, 15:42
Official
Feedback will be provided to you via email.
Thank you.
Thank you.
PM
Pauline M's updateReviewer Update
07 May 2026, 10:19I am appalled by the level of service I’ve received from Old Mutual. As a newly joined employee, is disheartening! I sent an email as requested with a signed cancellation letter and the only feedback I’m getting from you is that you’ll provide feedback via which has not even happened a week later.
Today I received an email confirming that I have a missed premium and that my policy is still active. You have not responded to my initial email regarding cancellation you keep telling me that you will respond via email but it still hasn’t happened! Cancel this policy!
Today I received an email confirming that I have a missed premium and that my policy is still active. You have not responded to my initial email regarding cancellation you keep telling me that you will respond via email but it still hasn’t happened! Cancel this policy!
PM
Pauline M's update07 May 2026, 10:19
Reviewer Update
I am appalled by the level of service I’ve received from Old Mutual. As a newly joined employee, is disheartening! I sent an email as requested with a signed cancellation letter and the only feedback I’m getting from you is that you’ll provide feedback via which has not even happened a week later.
Today I received an email confirming that I have a missed premium and that my policy is still active. You have not responded to my initial email regarding cancellation you keep telling me that you will respond via email but it still hasn’t happened! Cancel this policy!
Today I received an email confirming that I have a missed premium and that my policy is still active. You have not responded to my initial email regarding cancellation you keep telling me that you will respond via email but it still hasn’t happened! Cancel this policy!
Old Mutual's replyOfficial
07 May 2026, 11:25Hi Pauline M
We note your comments, please be advised that this matter is being attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
We note your comments, please be advised that this matter is being attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
Old Mutual's reply07 May 2026, 11:25
Official
Hi Pauline M
We note your comments, please be advised that this matter is being attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
We note your comments, please be advised that this matter is being attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management