Terrible service

<p>My mom has a retirement annuity with old mutual; whereby she needed to increase the amount of her investment earnings. On the 06 July 2016 i sent an email to Craig Van Wyk with my mom's forms in order for old mutual to increase her earnings. Again on the 26th Of July another email was sent and the response she got was that it was late for them to process the forms because the anniversary date has passed, Craig claimed he never received the first email and i resent the email to him with the documents needed on the 14 September2016. This was after calling and emailing Old Mutual more than once, dealing with different consultants Tasnim Solom and Kim Wagenaar. Our problem is that my mom is a very sickly person; cancer surviver and it is her money that she saved in order for her to survivein difficult. But Old Mutual is treating her like she is asking for a loan from them or doing her a favour!!!!!!!Now she was told they can't help her because the documents/forms were received late. I mean how cruel and inconsederate can Old mutual be???!!!!! a person who is sick cannot survive with R1400, must she really DIE in order for them to give a DAMN!!! This is really pethatic; and the only person who tried to assist was Craig Van Wyk; the rest of the consultants my mom dealt with were pathetic. In brackets its an email my mom sent to Old Mutual (</p> <p>From: Lizzy Dlamini ********** <br /> Sent: 07 September 2016 05:07 PM<br /> To: Customer Service Centre<br /> Subject: Re: AR: Re review of income options: ********** 87 - Old Mutual Enquiry --CCC ********** 2--</p> <p> To Whom It May Concern: COMPLAINTS DEPARTMENT <br /> I am very disappointed in the manner which my Review was handled today i live in poverty but i have money which i am unable to access regardless that i completed my forms on time. I have noticed that some Service Centre agents do not read the emails properly before they respond they read the current emails and do not check at the bottom. Attention to detail. I have a lot of track numbers some are: CCC ********** 3, CCC ********** 3, CCC 75684. People who have responded to my emails are Trevor Gain confirming that he has received my ID and Policy number on the 02/08/2016. Tasneem Solomons requested my policy number which was at the top of one of the forms on the 30/07/2016. Kim Wagenaar declined my review of which i was actually responding to Tasneem's email which Kim did not read. I started on 22/06/2017 to send my copies on the 06/07/2017 i spoke to Craig Van Wyk and sent my copies thereafter. NOBODY REAlLY CARES. Should i not get my option increased as i have requested i will be forced to go to the Ombudsman. I have a serious health condition i live on Morphine/ Lyrica which are very expensive i had to CANCEL my Medical Aid due to in-affordability. I live in poverty ( R1400) i have come to a point that i am willing to lose money and cancel the whole thing. I am very frustrated for not knowing who can give me profrssional help. <br /> Lizzy dlamini) If it possible can we please have the money and go innvest somewhere else? This is really annoying and spiteful!!!!!</p>