Rude and *********** Service consultant

On the 19th of May 2025 my elderly mother received a call from old Mutual from the number *** advising her that there are unclaimed funds that is due to her. She was instructed to visit the nearest Old Mutual branch so that the process of the payment can be initiated. Over the following weekend I took my mother into the Key West Mall Branch where a consultant by the name of Asavele Sithole assisted my mother with filling in forms and getting the necessary documentation to submit the claim. On that Saturday he advised my mother that he will contact her within the next 5 days to give her feedback on the claim. This call back was however not received. In the coming weeks I had to visit the Key West Branch on a few occasions to follow up as no call was made. My mom kept getting calls from the same number with the same story and instructions to go to a branch on numerous occasions in the following weeks after the branch visit was already done. Upon one visit I spoke to a very kind and helpful lady by the name of Sophie who called Asavele to follow up. She handed me the phone and I spoke to Asavele who told me we have not gotten a call because he does not have anything to give us feedback on. He then advised he will get feedback/or follow up the following Monday and he will give us call on the Wednesday, which again did not happen. This resulted in me going back into the branch again after about a week of not getting any feedback. Last week Friday the 25th of July I went in again whereby Sophie assisted me again with trying to get a result from Asavele. Sophie told me that Asavele would be in the key west branch this week of the 28th of July and she will have him contact me by COB. Monday the 28th came and went and still no call back. I then called into the branch yesterday the 29th of July spoke to Sophie again who then referred me to Noshile who is Asavele's reporting manager. She advised me that Asavele did not come into work both the Monday and neither the Tuesday. I then received a call today the 30th of July from the consultant as he was requested to call back. I was then advised in a very cold abrupt and rude manner that he had done what he could and there is nothing he can or will do any further as he cannot locate the funds and that is that. During this whole process we did not get one follow up call no courtesy call from him to just keep us in the loop of how far the process is. As it is his manager Nosihle has taken over the case and she has sent my mom's information to the relevant departments to assist. She has vouched that she will as soon as she gets any feedback to call and advise.

Asavele should not be working in an environment where he deals with clients as he has no personal skill nor does he know what proper customer service is. My mother is an old lady close to 70 and has a bit of a language barrier so I had to step in to follow up and go into the branch.

It's important to also note that the complaint is not against Old Mutual but it's against the consultant, up until now any employee we have dealt with otherwise, were all helpful, kind and very professional.

Further information regarding this matter is a REF no: 88 69 851 given to my mom on the call made to her on the 19th of May.