Terrible Service

I am writing to formally lodge a complaint regarding the extremely poor and unacceptable customer service we received from one of your employees, Mr. Trueman Nala, during our visit to your office. I accompanied my 74-year-old grandmother to your offices to lodge a claim following the passing of a family member. This was already a very difficult and emotional experience for us, yet the manner in which we were treated only worsened the situation. Upon arrival, Mr. Nala did not greet us or acknowledge us professionally in any way. He simply looked at us and appeared to expect us to immediately explain ourselves, which created an uncomfortable and unwelcoming environment. When reviewing our documents, he did so while we were standing, making my elderly grandmother—a pensioner—stand for approximately five minutes before eventually offering us seats. This lack of consideration for an elderly client is unacceptable and demonstrates a complete disregard for basic customer care and dignity. Throughout the interaction, Mr. Nala displayed a poor attitude and made us feel as though we were inconveniencing him simply by seeking assistance. There was no empathy, professionalism, or courtesy shown, despite the sensitive nature of our visit. After scanning our documents, my grandmother politely asked Mr. Nala for his name. His response was dismissive and disrespectful. He told her that there was a number on the paper he had given us and that it would “tell us his name.” As a result of this unprofessional response, I had to approach one of his colleagues to obtain his name, who then informed me that the employee in question is Mr. Trueman Nala. What was most disturbing, however, was what occurred as we were leaving the office. Another customer arrived shortly after us, and Mr. Nala immediately greeted them with warmth, respect, and a friendly smile—conduct that we were not shown at any point during our interaction. This clear difference in treatment was extremely disappointing and left us feeling disregarded and unfairly treated. It created the impression that Mr. Nala selectively chooses how to treat customers, which is wholly unacceptable in a professional service environment. Old Mutual is a respected institution, and this experience fell far below the standards one would expect—particularly when assisting elderly clients and handling bereavement-related claims. I trust that this matter will be taken seriously, investigated thoroughly, and addressed appropriately. I expect feedback regarding the outcome of this complaint and the steps that will be taken to ensure that no other client—especially a senior citizen—is subjected to such treatment.