LN
Livhuwani N
1 reviews | Active since Nov 2024
04 Nov 2024, 12:07
Terrible customer service and ignorance
Dear Old Mutual Management,
I am reaching out with utmost displeasure to express my frustration regarding the utterly unacceptable service and lack of assistance I have received regarding my 2-pot withdrawal. Despite following the necessary processes and submitting my withdrawal request on September 19, I have not received any payment to date. This delay has become intolerable, especially as Old Mutual has consistently failed to provide any constructive feedback or resolution.
I have repeatedly tried to address this issue through your designated channels, yet I am continually pushed from pillar to post with empty assurances that the matter will be “escalated” and that I will receive a callback. Unfortunately, these promises are never fulfilled, and the lack of any response or acknowledgment of my formal complaints only underscores the complete disregard for customer satisfaction and accountability.
This level of service is entirely unprofessional and reflects poorly on Old Mutual’s reputation. At this stage, I am actively considering moving my funds to another insurer who values their clients' time and concerns.
As a final attempt, I request the contact information of an executive or direct escalation route, preferably the CEO’s email, so that this matter may finally receive the attention it deserves. Additionally, if Old Mutual continues to ignore my concerns, I will be compelled to escalate this complaint to industry regulators and consumer protection bodies.
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Replies (4)LN
Livhuwani N's updateReviewer Update
04 Nov 2024, 12:18Subject: Urgent Complaint Regarding Inadequate Service and Lack of Resolution on 2-Pot Withdrawal
LN
Livhuwani N's update04 Nov 2024, 12:18
Reviewer Update
Subject: Urgent Complaint Regarding Inadequate Service and Lack of Resolution on 2-Pot Withdrawal
LN
Livhuwani N's updateReviewer Update
04 Nov 2024, 12:19Subject: Urgent Complaint Regarding Inadequate Service and Lack of Resolution on 2-Pot Withdrawal
LN
Livhuwani N's update04 Nov 2024, 12:19
Reviewer Update
Subject: Urgent Complaint Regarding Inadequate Service and Lack of Resolution on 2-Pot Withdrawal
LN
Livhuwani N's updateReviewer Update
04 Nov 2024, 12:30Subject: Utterly Disappointing Service and Incompetence on 2-Pot Withdrawal IssueReview:Old Mutual’s service is nothing short of disgraceful. My experience with their team has revealed alarming levels of incompetence, and the utter lack of concern for resolving even the simplest of requests. I submitted my 2-pot withdrawal request on September 19, and here we are, well over a month later, with no payment, no resolution, and an endless string of broken promises to "call back" or "escalate the matter."Repeatedly, I have been pushed from department to department, receiving nothing but scripted apologies and vague assurances with zero follow-through. Not a single person at Old Mutual seems capable—or even remotely interested—in addressing my complaint. To add insult to injury, they consistently ignore my requests for concrete feedback or timeline, and seem entirely disconnected from their own policies.It’s clear that Old Mutual has no respect for their customers’ time, nor any commitment to accountability. The absence of communication, refusal to give a straight answer, and complete indifference to resolving my case has made it evident that they lack both competence and integrity.Old Mutual has proven to be unreliable, unprofessional, and entirely out of touch with any notion of service. If they cannot even manage a simple withdrawal process, why should anyone trust them to manage their hard-earned funds? This experience has left me seeking alternative insurers—ones who actually understand the importance of service and accountability.For those considering Old Mutual, think again. The delay, lack of transparency, and blatant disregard for customer satisfaction are truly appalling.
LN
Livhuwani N's update04 Nov 2024, 12:30
Reviewer Update
Subject: Utterly Disappointing Service and Incompetence on 2-Pot Withdrawal IssueReview:Old Mutual’s service is nothing short of disgraceful. My experience with their team has revealed alarming levels of incompetence, and the utter lack of concern for resolving even the simplest of requests. I submitted my 2-pot withdrawal request on September 19, and here we are, well over a month later, with no payment, no resolution, and an endless string of broken promises to "call back" or "escalate the matter."Repeatedly, I have been pushed from department to department, receiving nothing but scripted apologies and vague assurances with zero follow-through. Not a single person at Old Mutual seems capable—or even remotely interested—in addressing my complaint. To add insult to injury, they consistently ignore my requests for concrete feedback or timeline, and seem entirely disconnected from their own policies.It’s clear that Old Mutual has no respect for their customers’ time, nor any commitment to accountability. The absence of communication, refusal to give a straight answer, and complete indifference to resolving my case has made it evident that they lack both competence and integrity.Old Mutual has proven to be unreliable, unprofessional, and entirely out of touch with any notion of service. If they cannot even manage a simple withdrawal process, why should anyone trust them to manage their hard-earned funds? This experience has left me seeking alternative insurers—ones who actually understand the importance of service and accountability.For those considering Old Mutual, think again. The delay, lack of transparency, and blatant disregard for customer satisfaction are truly appalling.
LN
Livhuwani N's updateReviewer Update
14 Nov 2024, 10:01Subject: Urgent Response Required: Delayed Payout and Lack of Transparency on 2-Pot withdrawal I am writing in response to your email below, which acknowledges the delay regarding my 2-pot withdrawal request. I must express my profound disappointment with Old Mutual’s handling of this matter, which appears to be a deliberate attempt to delay payout, obscure transparency, and ultimately take advantage of its clients.It has been nearly 60 days since my initial request, and while funds have already been withdrawn from my investment, I have yet to see a single cent paid out. This prolonged inaction raises severe concerns about Old Mutual’s practices, and frankly, it reflects more like a **** than a legitimate delay in processing. Such practices could be seen as contraventions of several consumer protection and financial regulations in South Africa, including but not limited to the Financial Advisory and Intermediary Services Act (FAIS) and the Consumer Protection Act (CPA), which mandate timely and transparent responses to client requests.The vague assurances in your message fail to address the seriousness of the issue or to explain why Old Mutual has not fulfilled its obligations. I ask that you refrain from “thanking me for my patience” in this context; Old Mutual’s responses thus far have felt arbitrary, slow, and entirely inadequate, suggesting a lack of real intention to resolve my case promptly.At this point, I require the following, without further delay:
Phophi Ntlama
- A detailed, transparent timeline of what has been done regarding my payout request, including specific dates of actions taken by each responsible department.
- An immediate resolution to this payout issue with a clear explanation of why my payout has not been fulfilled to date.
- Assurance in writing of Old Mutual’s commitment to adhere to the applicable legal requirements as per the FAIS and CPA, as this delay borders on non-compliance with the basic tenets of both Acts, which protect clients from arbitrary withholding of funds.
Phophi Ntlama
LN
Livhuwani N's update14 Nov 2024, 10:01
Reviewer Update
Subject: Urgent Response Required: Delayed Payout and Lack of Transparency on 2-Pot withdrawal I am writing in response to your email below, which acknowledges the delay regarding my 2-pot withdrawal request. I must express my profound disappointment with Old Mutual’s handling of this matter, which appears to be a deliberate attempt to delay payout, obscure transparency, and ultimately take advantage of its clients.It has been nearly 60 days since my initial request, and while funds have already been withdrawn from my investment, I have yet to see a single cent paid out. This prolonged inaction raises severe concerns about Old Mutual’s practices, and frankly, it reflects more like a **** than a legitimate delay in processing. Such practices could be seen as contraventions of several consumer protection and financial regulations in South Africa, including but not limited to the Financial Advisory and Intermediary Services Act (FAIS) and the Consumer Protection Act (CPA), which mandate timely and transparent responses to client requests.The vague assurances in your message fail to address the seriousness of the issue or to explain why Old Mutual has not fulfilled its obligations. I ask that you refrain from “thanking me for my patience” in this context; Old Mutual’s responses thus far have felt arbitrary, slow, and entirely inadequate, suggesting a lack of real intention to resolve my case promptly.At this point, I require the following, without further delay:
Phophi Ntlama
- A detailed, transparent timeline of what has been done regarding my payout request, including specific dates of actions taken by each responsible department.
- An immediate resolution to this payout issue with a clear explanation of why my payout has not been fulfilled to date.
- Assurance in writing of Old Mutual’s commitment to adhere to the applicable legal requirements as per the FAIS and CPA, as this delay borders on non-compliance with the basic tenets of both Acts, which protect clients from arbitrary withholding of funds.
Phophi Ntlama