BM
Basetsana M
1 reviews | Active since Dec 2014
29 Jul 2019, 17:11
Unhappy Customer
I've had my policy for the past 15 years only to find out today, I actually don't have cover. One makes means to either call the call centre where you hold for more than 15 to 30 minutes before you phone get answered "that is if you get answered" or one visits the branch just to check if all is in order and you are advised that "all is in order" but after all attempts you find out that you and your family have no cover : (. Oldmutual please advise if this is how you operate? Life happens and when it happens we make means to call you and make arrangements but only to find out all has been in vain, one actually did nothing to make sure they and their family are not covered. I'm really hurt and disappointed :(. You send correspondence which contradicts each other and when you call each person explains a different story to you? Please advise how does one have peace after 2 hours of phone calls but nothing is resolved?
Please do something, this is our lives and future we talking about not fun and games : (
Helpful (0)
Replies (3)0
Replies (3)
Old Mutual's replyOfficial
02 Aug 2019, 14:52Thank you for talking the time to let us know of the matter and giving us the opportunity to resolve your complaint.
Kind regards
Kareemah Sulayman
Old Mutual Complaints Management
Kind regards
Kareemah Sulayman
Old Mutual Complaints Management
Best regards,
Old Mutual's reply02 Aug 2019, 14:52
Official
Thank you for talking the time to let us know of the matter and giving us the opportunity to resolve your complaint.
Kind regards
Kareemah Sulayman
Old Mutual Complaints Management
Kind regards
Kareemah Sulayman
Old Mutual Complaints Management
Best regards,
BM
Basetsana M's updateReviewer Update
02 Aug 2019, 15:51Hi Kareemah
Thank you for the response
Please check my response to your email and refert back to me as soon as possible so we can resolve the matter soonest.
Kind Regards
Thank you for the response
Please check my response to your email and refert back to me as soon as possible so we can resolve the matter soonest.
Kind Regards
BM
Basetsana M's update02 Aug 2019, 15:51
Reviewer Update
Hi Kareemah
Thank you for the response
Please check my response to your email and refert back to me as soon as possible so we can resolve the matter soonest.
Kind Regards
Thank you for the response
Please check my response to your email and refert back to me as soon as possible so we can resolve the matter soonest.
Kind Regards
BM
Basetsana M's updateReviewer Update
06 Aug 2019, 22:13Dear Old Mutual
To whom it may concern,
Will it be possible to get someone who will be able to assist me with the matter above?
I logged a complaint on Hello Peter on Monday the 29th of July 2019 at 17:15, stating all the concerns I had with my Old Mutual Policies. 1st thing the next day in the morning I received a call from a lady by the name of Kareema eager to hear and assist me with the concern above, Friday the 2nd of August just before her shift ended got back to me through email, I tried to respond to her email as I still had questions I was not clear on based on the email she sent unfortunately she responded to me with the same details I had asked clarity on " not sure if this was due to the fact that she needed to knock off for the weekend or if she thought I would understand the same explanation she send me prior"?
To someone it may seem like I am being difficult but as a mother and a wife trying to do what what is best for my loved ones and trying to secure a better life and security for their future but getting someone whom it seems to them I am just a number among the many clients they deal with, I truly feel offended.
To this day as I asked on the email for her to call me so we can get to the bottom of the matter and resolve this matter soonest, unfortunately no call has been made not even an email response to check the status of my quiery.
So with humble request Old Mutual, can I please get someone who is willing to help me with the above matter soonest? Funds are still lying in my account as per your 2 inconsistent communication and they will continue to be in that account until the matter is resolved, and secondly who ever is going to handle the query please bear in mind I do not work for Old Mutual therefore some of the terminologies that you may use, the next person may not be able to understand unless we both speak a language that we both going to understand.
Hope this mail will find someone who will escalate the matter and find someone who will assist me "preferably before the long weekend" regarding the above matter.
Kind Regards
Still Unhappy Client after a week of logging a complaint
To whom it may concern,
Will it be possible to get someone who will be able to assist me with the matter above?
I logged a complaint on Hello Peter on Monday the 29th of July 2019 at 17:15, stating all the concerns I had with my Old Mutual Policies. 1st thing the next day in the morning I received a call from a lady by the name of Kareema eager to hear and assist me with the concern above, Friday the 2nd of August just before her shift ended got back to me through email, I tried to respond to her email as I still had questions I was not clear on based on the email she sent unfortunately she responded to me with the same details I had asked clarity on " not sure if this was due to the fact that she needed to knock off for the weekend or if she thought I would understand the same explanation she send me prior"?
To someone it may seem like I am being difficult but as a mother and a wife trying to do what what is best for my loved ones and trying to secure a better life and security for their future but getting someone whom it seems to them I am just a number among the many clients they deal with, I truly feel offended.
To this day as I asked on the email for her to call me so we can get to the bottom of the matter and resolve this matter soonest, unfortunately no call has been made not even an email response to check the status of my quiery.
So with humble request Old Mutual, can I please get someone who is willing to help me with the above matter soonest? Funds are still lying in my account as per your 2 inconsistent communication and they will continue to be in that account until the matter is resolved, and secondly who ever is going to handle the query please bear in mind I do not work for Old Mutual therefore some of the terminologies that you may use, the next person may not be able to understand unless we both speak a language that we both going to understand.
Hope this mail will find someone who will escalate the matter and find someone who will assist me "preferably before the long weekend" regarding the above matter.
Kind Regards
Still Unhappy Client after a week of logging a complaint
BM
Basetsana M's update06 Aug 2019, 22:13
Reviewer Update
Dear Old Mutual
To whom it may concern,
Will it be possible to get someone who will be able to assist me with the matter above?
I logged a complaint on Hello Peter on Monday the 29th of July 2019 at 17:15, stating all the concerns I had with my Old Mutual Policies. 1st thing the next day in the morning I received a call from a lady by the name of Kareema eager to hear and assist me with the concern above, Friday the 2nd of August just before her shift ended got back to me through email, I tried to respond to her email as I still had questions I was not clear on based on the email she sent unfortunately she responded to me with the same details I had asked clarity on " not sure if this was due to the fact that she needed to knock off for the weekend or if she thought I would understand the same explanation she send me prior"?
To someone it may seem like I am being difficult but as a mother and a wife trying to do what what is best for my loved ones and trying to secure a better life and security for their future but getting someone whom it seems to them I am just a number among the many clients they deal with, I truly feel offended.
To this day as I asked on the email for her to call me so we can get to the bottom of the matter and resolve this matter soonest, unfortunately no call has been made not even an email response to check the status of my quiery.
So with humble request Old Mutual, can I please get someone who is willing to help me with the above matter soonest? Funds are still lying in my account as per your 2 inconsistent communication and they will continue to be in that account until the matter is resolved, and secondly who ever is going to handle the query please bear in mind I do not work for Old Mutual therefore some of the terminologies that you may use, the next person may not be able to understand unless we both speak a language that we both going to understand.
Hope this mail will find someone who will escalate the matter and find someone who will assist me "preferably before the long weekend" regarding the above matter.
Kind Regards
Still Unhappy Client after a week of logging a complaint
To whom it may concern,
Will it be possible to get someone who will be able to assist me with the matter above?
I logged a complaint on Hello Peter on Monday the 29th of July 2019 at 17:15, stating all the concerns I had with my Old Mutual Policies. 1st thing the next day in the morning I received a call from a lady by the name of Kareema eager to hear and assist me with the concern above, Friday the 2nd of August just before her shift ended got back to me through email, I tried to respond to her email as I still had questions I was not clear on based on the email she sent unfortunately she responded to me with the same details I had asked clarity on " not sure if this was due to the fact that she needed to knock off for the weekend or if she thought I would understand the same explanation she send me prior"?
To someone it may seem like I am being difficult but as a mother and a wife trying to do what what is best for my loved ones and trying to secure a better life and security for their future but getting someone whom it seems to them I am just a number among the many clients they deal with, I truly feel offended.
To this day as I asked on the email for her to call me so we can get to the bottom of the matter and resolve this matter soonest, unfortunately no call has been made not even an email response to check the status of my quiery.
So with humble request Old Mutual, can I please get someone who is willing to help me with the above matter soonest? Funds are still lying in my account as per your 2 inconsistent communication and they will continue to be in that account until the matter is resolved, and secondly who ever is going to handle the query please bear in mind I do not work for Old Mutual therefore some of the terminologies that you may use, the next person may not be able to understand unless we both speak a language that we both going to understand.
Hope this mail will find someone who will escalate the matter and find someone who will assist me "preferably before the long weekend" regarding the above matter.
Kind Regards
Still Unhappy Client after a week of logging a complaint