Unacceptable runaround and failure to action Section 14 Transfer

I am posting this on behalf of my wife, Leigh, regarding the appalling service she has received from Old Mutual concerning her Retirement Annuity.

For several days, she has been trying to perform the simple task of placing her policy in a paid-up state and stopping monthly contributions to initiate a Section 14 Transfer. Instead of assistance, she has been met with total incompetence:

30 April 2026: She spoke to five (5) different consultants. She received conflicting information and was promised an email regarding transfer requirements that never arrived.

4 May 2026: She spent over 30 minutes on hold across multiple calls, only for the calls to be dropped. A follow-up via WhatsApp has resulted in zero action.

It is unacceptable that a client is essentially being "held hostage" by poor administrative support when trying to manage their own financial portfolio. We are tired of the excuses and the dropped calls.

We demand the following immediate actions:

Place Policy in a paid-up state immediately.

Provide written confirmation that all future monthly contributions have been stopped.

Email the full Section 14 Transfer requirements to the email address on record without further delay.

If this is not resolved immediately, we will be escalating this matter to the Long-term Insurance Ombudsman and the FSCA.