Retirement Annuity Non- Resident Account Withdrawal - Open Ended Time Frames!!!

The time frame and manner in which Old Mutual has handled this case is disgraceful!We get no concrete feedback as to when this matter will be settled. The case always gets escalated which means nothing as it is four months later!

Excuses are passed on to SARS for the delay which is unacceptable as you are the intermediary between SARS and the client!

The customer relationship manager has done nothing to resolve this and not once have I received a call back to advise on the progress. I have had to contact Old Mutual consistently to get feedback.

Below is the time frame (Four months on and nothing is resolved!)

25 May 2017 - Sent Retirement Annuity Full Surrender Forms

22 June 2017 - Call Centre Ref: Melissa : case has been escalated to be sent to SARS

5 July 2017 - Call Centre Ref: Mongazi has mentioned case has been sent to SARS on the 26 June 2017, takes 21 days for response

27 July 2017 - Call Centre Ref: Cynthia mentioned Annuities to follow up with SARS, the turnaround time is 21 days, SARS now in the 24th day. Advised Mike Thompson

7 August 2017 - Call Centre Ref: Theo Van Rensburg who mentioned there is still no reply from SARS. He said he will escalate and give me feedback.

18 August 2017 - Call Centre Ref: Malieka at Old Mutual call centre, who mentioned there is still no feedback from SARS and I should follow up and or request the client to call SARS. - now in the 40th day from when the request was initiated.

28 August 2017 - Call Centre Ref: Spoke to Linda January - the customer relationship manager at the call centre. She has promised feedback today or by tomorrow morning.

29 August 2017 - Call Centre Ref: Jonathan Wessels at the back office called and mentioned it has been diarised for the 02/09/2017, he hasn't looked into the case details however and mentioned it is tax season and there is slow responses from SARS. A case specialist has this matter in the queue.

6 September 2017 - Emailed Jonathan Wessels for an update who mentioned he has requested this case to be escalated at SARS.

14 September 2017 - Call Centre Ref: Riccardo Mentioned the case is with the relationship manager and they are still waiting for SARS to provide the IRP3 Form C

6 September 2017 - Emailed Jonathan Wessels for an update who mentioned he has requested this case to be finalized.

28 September 2017 - Emailed Jonathan Wessels for an update who mentioned he has requested this case to be finalized.