AB
Adriaan B
1 reviews | Active since Dec 2024
02 Dec 2024, 11:16
Unable to get feedback regarding online claim
I did a online claim on the 31st of October 2024, but today, 2 December, the investment account still shows as ACTIVE on the website. If I send email to *** I just get an auto-reply that they will get back to me, but nothing thereafter. I phoned them a week ago to try and follow up on the claim status, and was told that something was wrong with some banking details. My fin advisor sent the correct banking details to Old Mutual and I got confirmation that they've received it, but heard nothing thereafter. Tried to follow up via email again, but got no response and decided to call them again. Just spent 17 minutes holding the line and listening to the same voice prompts over and over again and eventually spoke to a human which was unable to assist me because I could not provide the date I joined my previous employer.
Please can somebody just give me a status update and tell me when this claim will be processed.
Helpful (0)
Replies (6)0
Replies (6)
Old Mutual's replyOfficial
02 Dec 2024, 11:39Good day Adriaan
We acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Kind regards
Old Mutual Complaints Management
We acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Kind regards
Old Mutual Complaints Management
Old Mutual's reply02 Dec 2024, 11:39
Official
Good day Adriaan
We acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Kind regards
Old Mutual Complaints Management
We acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Kind regards
Old Mutual Complaints Management
AB
Adriaan B's updateReviewer Update
03 Dec 2024, 12:27Got a reply from Nazruwesa Johnson, said that she will look into the matter and provide feedback, but 24 hours later and still waiting for an update.
AB
Adriaan B's update03 Dec 2024, 12:27
Reviewer Update
Got a reply from Nazruwesa Johnson, said that she will look into the matter and provide feedback, but 24 hours later and still waiting for an update.
Old Mutual's replyOfficial
03 Dec 2024, 12:54Dear [Client]
We note your comments, please be advised that this matter is been attended to and Nazruwesa will provide feedback. Please stay patient during this process.
Regards
Old Mutual Complaints Management
We note your comments, please be advised that this matter is been attended to and Nazruwesa will provide feedback. Please stay patient during this process.
Regards
Old Mutual Complaints Management
Old Mutual's reply03 Dec 2024, 12:54
Official
Dear [Client]
We note your comments, please be advised that this matter is been attended to and Nazruwesa will provide feedback. Please stay patient during this process.
Regards
Old Mutual Complaints Management
We note your comments, please be advised that this matter is been attended to and Nazruwesa will provide feedback. Please stay patient during this process.
Regards
Old Mutual Complaints Management
AB
Adriaan B's updateReviewer Update
04 Dec 2024, 13:1748 Hours after my initial post here, still no reply and no reply to emails sent last week either. Old Mutual is really terrible at replying to customers.
AB
Adriaan B's update04 Dec 2024, 13:17
Reviewer Update
48 Hours after my initial post here, still no reply and no reply to emails sent last week either. Old Mutual is really terrible at replying to customers.
Old Mutual's replyOfficial
04 Dec 2024, 13:30Good day Adriaan, we understand your frustration with the delay. Rest assured, Nazruwesa is handling and escalating your matter. We usually provide feedback within 3-5 working days to our clients therefore please stay patient and you should receive feedback before the end of the week.
Regards
Old Mutual Complaints Management
Regards
Old Mutual Complaints Management
Old Mutual's reply04 Dec 2024, 13:30
Official
Good day Adriaan, we understand your frustration with the delay. Rest assured, Nazruwesa is handling and escalating your matter. We usually provide feedback within 3-5 working days to our clients therefore please stay patient and you should receive feedback before the end of the week.
Regards
Old Mutual Complaints Management
Regards
Old Mutual Complaints Management
AB
Adriaan B's updateReviewer Update
03 Feb 2025, 15:21Another 2 months later and this mess is still not resolved. Old Mutual managed to mess up numerous ROTs by continuously providing insufficient and incorrect information. Finally on 7 January the ROT was accepted by the other institution and Old Mutual had to apply for the tax directive to finalise the claim, but when I followed up with my financial advisor on 28 January, they contacted Old Mutual to learn that Old Mutual never app**** for the tax directive, which were supposed to happen around 7/8 January. In the meantime my fin advisor's office phones Old Mutual frequently in an attempt to get updates. Got feedback via my fin advisor on the 29th that Old Mutual app**** for a tax directive and got an error "somewhere", nobody can confirm what caused it, but we must wait again until the 3rd of February. Today is the 3rd and I'm still waiting for feedback. Needless to say, Old Mutual still does not answer any email sent to *** - you just get an auto-reply to inform you that they will contact you within 48 hours, but don't count on that, because that NEVER happens. I also tried to send email to ***, but to date that is also still unanswered. The ONLY way to get some form of reply from Old Mutual is by posting on hellopeter.
Will you please provide me with a progress update regarding my claim.
Will you please provide me with a progress update regarding my claim.
AB
Adriaan B's update03 Feb 2025, 15:21
Reviewer Update
Another 2 months later and this mess is still not resolved. Old Mutual managed to mess up numerous ROTs by continuously providing insufficient and incorrect information. Finally on 7 January the ROT was accepted by the other institution and Old Mutual had to apply for the tax directive to finalise the claim, but when I followed up with my financial advisor on 28 January, they contacted Old Mutual to learn that Old Mutual never app**** for the tax directive, which were supposed to happen around 7/8 January. In the meantime my fin advisor's office phones Old Mutual frequently in an attempt to get updates. Got feedback via my fin advisor on the 29th that Old Mutual app**** for a tax directive and got an error "somewhere", nobody can confirm what caused it, but we must wait again until the 3rd of February. Today is the 3rd and I'm still waiting for feedback. Needless to say, Old Mutual still does not answer any email sent to *** - you just get an auto-reply to inform you that they will contact you within 48 hours, but don't count on that, because that NEVER happens. I also tried to send email to ***, but to date that is also still unanswered. The ONLY way to get some form of reply from Old Mutual is by posting on hellopeter.
Will you please provide me with a progress update regarding my claim.
Will you please provide me with a progress update regarding my claim.