Terrible Service from Old Mutual

Hello there,

I am very disappointed with the way Old Mutual is handling my Provident Fund payment. I am retrenched from the company that I was working and they contacted old mutual since April 25th to notify them and let them know that I will need to get my fund since I do not have any income as of yet. Since then, I never received that fund. And they never worry to contact me and let me know of any challenges with the payment. I contacted Old Mutual several times via e-mail then decided to call them on July 3rd to inquire about the situation, then they told me that my tax application was declined at SARS that I should contact SARS. However, SARS has issued me with a number that I should use as ID number because my ID was not accepted in their system. I e-mail old mutual the letter from SARS, my ID number and a screenshot from my HR showing them how they should submit the tax application. Since the 3rd of July, I am calling Old Mutual to follow up on my request for more than 15 times but I am hearing only 2 sentences: " We have escalated to the matter to management" or " we have system issues". Once I talked to a guy that I didnt get his name, a nice guy who told me that He was escalated and that my tax application was going to be submitted in 48 hours and SARS takes up to another 48 hours to process the request and once back to them it will take 4 days and I will get my payment. I told that agent that I have no job, I need to sort out my bills by end of the month, he promised me that I was gonna be sorted out in a maximum of 8 working days. But yet, I called again just to follow up, the first time I was told the management is looking into this, the second time I am brought back to the story before I contact old mutual on July 03.

This is not the level of service we are expecting from Old Mutual. Old Mutual was deducting money from my salary every month for 3 years. We expect some professionalism when we contact them, however, they are giving the impression that they do not know how to solve this issue. I think a company like old mutual should empower his staff and provide them with the right tools to service better their customers. Besides they should work with competent management that understand the request from their members and resolve them. Plus their have to bring some speed in their delivery because the experience is bad. The attitude they have toward their members we can only expect them from taxi drivers and not professional workers. None gives attention or take effort away from request from their customers. They only thing they can do it to deduct money because not a single month they told me that they were not able to deduct money or SARS declined the tax application, only when it came to payment. I know as usual they will never give attention to this complain because all hey care about is money and not service from their members but that will never stop me to voice my concern.