Think twice before you trust old mutual with your life.

I have a funeral policy and a life cover for my husband with old mutual. I understand I might not be as important at people who have portfolios and lots of investments with you guys, however I still remain your loyal client.

I had a policy with you that lapsed years ago. I called in to reinstate the policy in 2013 if am not mistaken. I was told that the policy can only be revived not reinstated. “Your jargon “ what was important for me was having the same policy that I had initially that’s it.

Debit order went off as agreed. Few moths later I request my statement, I then realized that am actually not mentioned anywhere in the beneficiary list. I called their call Centre to enquire about this, then I was told that my debit order come back unpaid. My question is: what is it that my debit order went out alone, why wasn’t this money put in the same policy. Like what is going on?

Fast forward to the 26 sep 2017- I sent an email to the : Arbitration complaint and I received feedback on the 23rd Jan 218 . 4months later. Again am not important I know…

Furthermore, no investigation was done, I was given feedback based on what they see on system and to get rid of me that’s it.

I was/am lodging a complaint because I didn’t get joy in the first place. I expected for calls to be retrieved before I could ever ask for them to be retrieved, I mean how else would you know what happened, or else the decency of a phone call especially after taking 4 months to come back to me. So what exactly was done with my complaint?

yesterday I called the CEO office and spoke to Mpho Chaane. I sent an email at 11:12, at 02:53 I sent another email to her to confirm receiving my complaint. her feedback was on 03:38 followed by a phone call promising me that someone will get back to me this morning. nothing still... even CEO complaints are not taken seriously.

I need answers old mutual. same policy different debit dates why? Calls are recorded after all, why cant calls be retrieved to get answers. your customer service is the worst, like you don't care at all about your clients. no one is even making an effort to sort this out. like you not bothered.