Shocking lack of service for elderly customer

We have been attempting since May this year to increase my 81-year-old mother’s maximum income policy withdrawal rate. The required forms were submitted within the correct timeframe. The staff member we dealt with assured us that these forms had been sent to head office, but we have since discovered this was never done.

After months of follow-ups, we managed to get hold of his manager, who initially tried to assist but has now also stopped responding. We have sent multiple follow-up emails, none of which have been answered.

We then escalated the matter through your complaints process, but this too has not been handled correctly. Instead of adhering to your own 5-day turnaround time, you sent my mother a 4-page form requiring completion by a commissioner of oaths—simply to investigate why your team has failed to deliver a service to an existing, long-standing customer.

This treatment of an elderly client is unacceptable. My mother has comp**** with every requirement on her side, yet Old Mutual has consistently failed to meet its obligations. The lack of accountability, responsiveness, and care is deeply concerning.

Old Mutual should be ashamed of the way it has treated an 81-year-old customer who has placed her trust in your company!!