Retirement Annuitey - Old Mutual

My son's father who lives overseas wants to change the beneficiary on a FlexiPlan Retirement Annuity and my son and I having been to the offices 3 or 4 times, having written numerous e-mails enclosing or attaching his fathers requests or asking to speak with a senior person who could perhaps advise us, we have basically had no help or assistance and will now have to go the route of the Ombudsman - which will probably be another long process. My advice - find another Retirement company who is more helpful.