POOR SERVICE DELIVERY : OLD MUTUAL(CALL CENTRE AND BRANCH)

On 2020-11-17 I proceeded to Old Mutual ( Westgate branch) to request partial surrender of policy( policy no ***6). I filled the required documentation for processing and was informed that it will take 15 days before a quote will be sent to me for approval and signature via my email address. On two other occasions I went to branch to check on process of my application. According to consultant, they need to verify my banking details before the amount need to be paid in my account. I obtained a verified bank statement and submitted to Old Mutual on 2020-11-17 but I could not understand the fact that Old Mutual still needed to verify my bank details. I tried to phone the call centre(holding for over 45 minutes) and managed to get a call centre agent but could not speak to her due to a faulty line. On 2020-11-23 I decided to go to nearest branch( Westgate) to establish the status. The consultant ( advisor) indicated to me he was having a problem gaining access to the internal database due to a technical problem The consultant also tried to phone head office ( holding on for over 35 minutes before a consultant answered but could not speak to her due to a poor line. He tried phoning Old Mutual head office again but as I was in a bit of a hurry due to urgent engagements, I had to leave the office. The agent said he will phone again to establish the status of application. On 2020-11-28 I visited the Old Mutual office (Westgate) to establish the status of application. The branch manager decided to see me as he was concerned as to the fact that I had come on several occasions to the office. The branch manager (Mr Bheki Hlongwane decided to escalate the problem to Old Mutual ( Head office)( Email attached). I decided to phone Mr Rangasamy ( broker who initially sold policy) to establish the status. He Informed me that the quote was send to Old Mutual( Westgate) and should be signed by me before they can release funds. The On 2020-12-02 I visited the Old Mutual office again and spoke to another consultant. He also phoned Old Mutual Head office but then put phone down as he found the quote on his system. He indicated that the quote was send to me on my email address. The impression I got from the consultant was that I was at fault as I did not check my emails for the quote which was send to me on 2020-11-23 (for which I did not receive). Due to the incompetence of consultants at Old Mutual( Head Office ) I could have receive payment promptly. Due to this delay this as resulted in me experiencing many financial difficulties. I was under the impression that I would have received a pay out prior to end of November 2020 or early December. On 2020-12-11 I tried to phone Old Mutual Head office again as the waiting period of 15 days has elapsed and had resubmitted documents via email. I as transferred from one department to another without getting a chance to any agent who could assist me. I held on for over 45 minutes before suspending the call( ***). To present the matter has not been resolved. I wish that a senior advisor from Old Mutual Head Office address me on the matter as all other avenues have clearly failed. Old Mutual - Reference number: CEB***. CEB***,Old Mutual Enquiry CCCNM***6, Old Mutual ref no : refers