Poor Service with Poor Work Ethics and Insensitive Behaviour

What a shocking Client Service I got from Old Mutual Mthatha Plaza. Instead of mourning my cousin with dignity. I went to their Offices 3 times and I was assisted by 3 different Consultants which on its own is a Red flag. Effective and efficient Client Service need one to be serviced by 1 person who can track the progress . Its either their system needs a total overhaul or they need to train their Staff on the processes and procedures of Old Mutual. On the 7th Feb 2023 at 10h56 am, they sent me a promising SMS acknowledging my visit. Same day they sent another SMS at 12h13 I quote "Old Mutual: MR L MGELE. Thank you for providing the information to complete your request on ***. Kindly note that we need recent confirmation letter from SASSA that confirm that deceased was receiving disability grand... Tel ***. Ref CEB***. FSP&Ins. T&Cs". Qouting the SMS verbatim.

I went to SASSA on the 8th of Feb 2023 for the Confirmation Letter and submitted it at the same Old Mutual Mthatha Plaza Office . Then same day on the 8th Feb 13h23 got an other SMS saying that they have requested the Application Form from their Internal Department to verify beneficiary details.

On Friday 10th of Feb 2023 the day of my Cousin's Funeral at 11h31 am during the Ceremony. I got another SMS saying the SASSA Letter is hand written and need a computer print statement/SASSA Card. The initial SMS did not specify that they need a computer generated letter, if they had CLEAR Communication Skills. I would have requested that from SASSA. With stress of a Funeral I was unable to go to their Offices.

On Saturday the 11th of Feb I went to the same Old Mutual Mthatha Plaza Office for the 3rd time and I submit a Bank Statement as my deceased cousin was getting his SASSA Disability Grant at the Bank. Mind you I confirmed if the Bank Statement is in order and they said Yes. I told them that I am going back to Joburg and I don't have time to visit their Branches as I am always at work.

Monday the 13th of Feb I was on the road going back to Joburg from Mthatha (968 kms). They then sent another SMS requesting the same Bank Statement I submitted on Saturday. The same Bank Statement they claimed its in order and they will proceed with the claim.

Now I have double stress, beside that I did not get the Money to bury my Cousin. I requested money from my Aunt so that we may proceed with the Funeral. Now my Aunt is fighting with me as she needs the Money she borrowed me. So if my Aunt did not have the Money I was ging to go for a Loan. Why should we have Funeral Plans if we going to struggle like this. I am very frustrated with Old Mutual and my Aunt gave me until Friday the 17th of Feb. She gave me the money on the 7th of Feb. This is affecting me not only Emotional but Psychological.

Today at 16h24 I called the *** and I met a Professional Lady by the name of Melissa. She was polite and promised that she will come back to me during 24 Working hours equivalent to another 3 days. I don't have that luxury as my Aunt need her Money on Friday. I need that claim ASAP.