Retirement gone bad TWICE

Hi, My name is Joyce. I have a retirement policy with old mutual which I surrender on the 10th of December. First the application was done incorrectly and I was advised to start afresh which I did on the 20th. I received notification that the application was in progress on the 23rd.

I was advised that it will take 15-20 days. I did not receive the payment which led me to go and enquire after the advised process days which was the 21 days and was told that my policy was still active meaning the application was done incorrectly for the second time. Now after speaking to the manager I am told to reapply again. I found that so unfair and unprofessional because I gave them no problems when they were debiting the premiums and my daughter is now sitting at home because we have to wait for another 21 days before she can apply for her college application since this is why I took the cover in the first place.

I'm so disappointed with old mutual, I and my child must suffer when it was not even our fault that the policy was incorrectly captured on their system by their employees. I have always gotten great service from the agent that tried to assist the second time around but since it was now seen that it was done incorrectly I expected the manager to intervene and come up with a solution to speed up the process since it's a mistake done on their end TWICE.

I'm not satisfied with the level of service received. The customer relations in this matter is not of professionals. ***