Triple Debit and Pathetic Service from Call Centre and the Gateway Branch.

My education policy for my child went off 3 times in one month and i just took the policy. So i called the call centre and waited for ridiculous periods of time. I used the call me back and the response was quick. However i was then sent from one person to another. I eventually located a branch in Gateway where i went in. This is what occured as i wrote back when an email was sent asking about the service received at the branch: Firstly I was told that my driver's licence is insufficient so I should use my ID which I did not have on me. So I returned the next day with a certified copy of my smart ID because I misplaced the original. It has my new married surname. I also carried my bar coded green ID book which has my old surname. The consultant did not accept the certified copy because i did not have a copy of the back of it. He accepted my drivers licence. Therefore I could have been attended to on the first day.

Secondly, the consultant i dealt with was very slow. I attended the branch because my account had been debited 3 times with 3 amounts of R400. The consultant said the education policy does not reflect and only picked up my old unit trust. He then checked on another computer and printed the mishap by the *********** call centre staff who opened 3 education policies when i enquired about the education policy on 3 different days. It perplexes me as to how *********** all of them are when i have clearly stated i want information emailed to me about one policy, with just my id number and my baby's name and they open one education policy each. Each one of those consultants deserve to be dismissed for incapacity. They can barely speak English and converse. I am highly disappointed with your services. I have read Hello Peter and decided against posting because there are hundreds of complaints with standard responses. It is alarming complaints too about failure to pay our after years of clients diligently paying. Then i was told by a fellow employee that Hello Peter guarantees quick responses so i decided to try.

Now i must return to the Gateway branch next week for the policies to reflect and my refund will take 10 days according to the consultant. i was told my bank will be quick to reverse the 2 payments of R400 so i am expected to attend that branch myself. i do not have the time to inconvenience myself again. I went on lunch break and i have a little 5 month baby who i am taking the policy for so taking him alone in the morning on Sauturday is also difficult. i only have 45 minutes on lunch to sort this out. Capitec and Old Mutual are on 2 different ends of the mall.

i find your service on the call centre to be pathetic. The actual branch is apathetic and disinterested. So to conclude, i am very dissatisfied and require the 2 policies that were opened to be cancelled and one to remain. i hope this does not happen again and in 18 years when my baby hopefully enters university, that i receive my money. And i hope that if i require withdrawals from the short term fund, it is paid out.

As an attorney currently practicing at Booysen and Company, i hope legal action would not be required against Old Mutual in the future.