System failure across digital and service channels led to missed payments and risk of policy cancellation

I am extremely frustrated and disappointed with the experience I’ve had with Old Mutual.

After recently changing banks, I attempted to update my banking details using both the app and the website. Both platforms are poorly designed, unintuitive, and incredibly difficult to navigate. For a company that actively pushes customers toward digital self-service, this is simply not good enough.

What makes this situation even worse is that my new bank attempted to update the debit order details as far back as February — and received no response or assistance from Old Mutual. As a direct result of this lack of action, my payments were missed.

When I then escalated the issue myself, I sent an email on 8 March and only received a response on 24 March — a 16-day delay. This level of service is unacceptable for any organisation, especially one responsible for managing critical financial products.

Because of this complete breakdown across both digital platforms and customer service channels, my policies were placed at risk of cancellation. This is not a minor inconvenience — this is a serious failure that could have had significant financial consequences.

Old Mutual needs to urgently address: •The usability and functionality of its digital platforms •The responsiveness and effectiveness of its customer service •The lack of accountability when customer requests are ignored

I expect this matter to be resolved urgently and for corrective action to be taken to ensure no other customer experiences this.