TWO POT ISSUE

I am writing to express my disappointment with the lack of communication and service regarding my two-pot claims submitted over a month ago.

While one of the claims was processed and paid within a week, the second claim has yet to be paid. Despite the urgency of my request and the fact that these withdrawals were for an emergency, I received no communication from Old Mutual regarding any issues. It was only after I followed up that I was informed there was an error with the second payout.

I was advised that the issue would be escalated to the back office, yet nothing has progressed. I also received a letter requesting a copy of my ID as part of the process. I promptly sent both my ID and driver’s license, but still, no action has been taken.

A representative named Ongezwa Thimbo contacted me initially and assured me that she would handle my case and provide feedback. However, despite sending her two follow-up emails, I have received no response since our first contact. This lack of communication and follow-through is deeply frustrating and unprofessional.

Having to use my own funds to cover the emergency has left me under financial strain, and this could have been avoided with timely action and proper communication from your team.

I chose Old Mutual for its reputation of reliability and customer care, but this experience has shown otherwise. It feels as though my situation has been treated with a “don’t care” attitude, which is unacceptable.

I request immediate feedback and resolution of my claim. Please treat this matter with the urgency it deserves.

Sincerely, Craig