THEE WORST SERVICE EVER

It takes 4 minutes to accept their policies yet it takes A Million years to process the claim and their investment policies that never earn any interest

On the 8th of September I called in to find out the turn around time for withdrawing from my savings policies and I was told it takes 7 to 14 working days. I went to WhatsApp and followed all prompts, done. I then received SMS communication to submit bank confirmation letter which I did on the 14th September via the Woodmead Brunch, that did not help as I received SMSs requesting bank letter, I then sent the letters for each policy via email (***) only to call in again to follow up on my claim, I was told the bank letter I submitted cannot be accepted because it doesn't have my name nor prove I am the sole proprietor of the business. Firstly NOT EVEN FNB gives a letter with Directorship.

I called OldMutual more than 17 times, being kept on hold for 45 minutes, 30 minutes and the worst was an hour call with Nerieman (Customer Service Manager) who did not know the sales process. I told her, NO ONE asked to confirm my bank when I took the policy, no documentation was asked but when I need to claim now I need to verify that the account OldMutual has been debiting for the past 12 months. I then called FNB while with Nerieman on the phone and she heard the FNB Business consultant saying the Document she requires has been discontinued since 2019...she ignored all that and asked me to send proof that I own the account and I am the sole proprietor, I sent her my Business CK documents that prove I am the sole proprietor and the bank confirmation letter and she still sent me an email that they require the document that FNB confirmed on the phone that they do not give out anymore since 2019 or I must send an alternative bank account. I then sent my personal bank account details to Nerieman and ServiceRequirements almost 3 days ago and no response or call back or acknowledgement of receipt of my alternative bank letter, I never heard from Nerieman ever again...

Today I called through and spoke to a Customer Service consultant who was having a conversation with her boyfriend and never put herself on mute, I kept holding hoping she'd notice that I am still on the call, however she kept going and never attended to me after giving her all my personal details....this is not the first.

The product knowledge is nonexistant, even from a Customer Service Manager, the will to calm a client down and assist them about their query or even courtesy to call them bank is nonexistant...Poor doesn't even describe how the Consultants handle the calls.

After such service, I decided to cancel all FOUR of my policies with Old Mutual.