1 reviews | Active since Sept 2026
****show called Old Mutual
My mother's cash-back benefit became due in May 2026, and here we are in September and still no payment, no clear answers, and no accountability.
Every time we contact Old Mutual, we get a different story. One consultant says one thing, another says something completely different. We are now being told about alleged missed payments, yet nobody can provide clear proof or a proper payment history. How is a customer supposed to trust a system that can't even give a consistent answer?
What makes this even more frustrating is that when premiums had to be collected, everything worked perfectly. Now that Old Mutual is supposed to pay a benefit that is due, suddenly there are delays, excuses, and endless runarounds.
We have sent emails to the complaints department and received little to no meaningful response. We have repeatedly asked for clarity, and instead of answers, we've been given what feels like complete bureaucratic nonsense.
Quite frankly, this whole experience has been an absolute ****show. The level of service has been disappointing, unprofessional, and frankly embarrassing for a company of this size. Nobody seems willing to take ownership of the matter, and customers are left chasing answers for months.
The systems and processes appear completely messed up. Four months to get a straight answer about a cash-back benefit is ridiculous. It feels like customers are expected to keep jumping through hoops while Old Mutual drags its feet.
This is our final attempt to get this matter resolved. If Old Mutual does not urgently provide a full payment history, explain the alleged missed payments, and finalize the cash-back benefit, we will escalate the matter to the National Financial Ombud Scheme and provide all correspondence showing exactly how badly this complaint has been handled.
Enough is enough. Fix this mess.
We acknowledge receipt of your review and extend our sincere apologies for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Regards
Old Mutual Complaints Management
We acknowledge receipt of your review and extend our sincere apologies for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Regards
Old Mutual Complaints Management
This matter has been ongoing since May and remains unresolved despite my repeated efforts. After 36 months of faithfully paid premiums, only R198.90 is reflected in the policyholder’s account. This is unacceptable and requires urgent clarification.I have gone to four different branches, each giving me different stories, and I have spent my own travel money trying to get this resolved. Yet after all this effort, the only amount reflected is R198.90.I have been engaging with Mpho Matala (Senior Administrator), but instead of resolving the issue, their involvement has only created further delays, unnecessary requirements, and complications. It appears as though there is a refusal to process the cashback fairly, which is deeply concerning.This experience has been disheartening and contradicts the company’s promise of excellent customer service. Customers deserve fairness, urgency, and transparency, none of which have been demonstrated here.I demand:
- Immediate resolution of the cashback request submitted in May.
- Clarification on why only R198.90 is available after 36 months of premiums.
- Accountability for the poor handling of this matter, including the role of Mpho Matala.
This matter has been ongoing since May and remains unresolved despite my repeated efforts. After 36 months of faithfully paid premiums, only R198.90 is reflected in the policyholder’s account. This is unacceptable and requires urgent clarification.I have gone to four different branches, each giving me different stories, and I have spent my own travel money trying to get this resolved. Yet after all this effort, the only amount reflected is R198.90.I have been engaging with Mpho Matala (Senior Administrator), but instead of resolving the issue, their involvement has only created further delays, unnecessary requirements, and complications. It appears as though there is a refusal to process the cashback fairly, which is deeply concerning.This experience has been disheartening and contradicts the company’s promise of excellent customer service. Customers deserve fairness, urgency, and transparency, none of which have been demonstrated here.I demand:
- Immediate resolution of the cashback request submitted in May.
- Clarification on why only R198.90 is available after 36 months of premiums.
- Accountability for the poor handling of this matter, including the role of Mpho Matala.
We note your comments, please be advised that this matter is being attended to and feedback will be provided via email. We are monitoring your case and will ensure adequate feedback is provided and resolution of your complaint.
Regards
Old Mutual Complaints Management
We note your comments, please be advised that this matter is being attended to and feedback will be provided via email. We are monitoring your case and will ensure adequate feedback is provided and resolution of your complaint.
Regards
Old Mutual Complaints Management