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Whaidunisa C

1 reviews | Active since Oct 2009

10 May 2021, 06:37

Promises not kept - Day light ******* on charges

I am a customer with Old Mutual for a while now and I don't have a huge portfolio but regardless I would expect the same the level of treatment as someone that has one. I did a withdrawal and was told the TAT would be 14 days and this is due to deaths that have occurred - My financial advisor then told me it is escalated as she ill so I send her a msg to get details of the person who I can deal with - To date I have no response and the TAT is way over the 14 days and I still don't have my money. They charge you to take your own money and then delay the process - This makes no sense, It is day light ******* which we agree to but then we still suffer without getting service so what exactly are we paying for and why exactly are they taking penalties - I have already moved my life cover but with this I am even considering moving everything cause I am not going to pay a company for nothing.

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Replies (2)
WC
Whaidunisa C's update11 May 2021, 05:20
Reviewer Update
So now I get a response but no one has bothered to call or even resolve the matter. I still dont have the money that was meant to be paid last Thursday - Is Old Mutual going to charge less on my fee due to not meeting expectations set by the company itself? I dont need private replies, I need my money.
WC
Whaidunisa C's update12 May 2021, 00:37
Reviewer Update
This matter is being delayed since the 12 April 2021. All docs were sent and Christa confirmed receipt and there are even follow up email. So I don't want another 3 to 5 days to be on hold for pricing and because its taken a month I don't see how I'm being charged 15% penalty for withdrawal as the process was not followed by Old Mutual. TAT was not met and experience has been horrific so I want my money ASAP without any penalties and I want this taken further. Brokers should not lie that they sorting something out if they do not submit, I have been patient and I been following up but even my broker does not reply, the last reply was last Tuesday saying she is unwell but has escalated to her boss for payment to be released so clearly that was ********* as she **** - So I will say this again - I do not want to pay penalties and I want my money as I have all the proof of communication and promises made and want to take this complaint further as this is not the first time I have experienced such and this has put me in a bad financial situation and now I have incurred charges on accounts that I made promises to pay not to mention having to borrow funds due to the funerals in my family which was all explained in a very pleasant manner with Christa. I do not appreciate lies from a company that I am paying for service.