UNHELFUL and UNBOTHERED

I have submitted all the required documents for OLD MUTUAL to resolve a tax issue with SARS relating to a LATE ESTATE. I received an automated message with a query reference number.

5 days later, there was still NO communication from OLD MUTUAL to report on the issue.

I phoned the contact center. The client service personnel were going to escalate the query. 2 days later, still no communication from OLD MUTUAL regarding the issue. I phoned again (this is now a 4th call to the call center). Every time the client service agent say they will escalate the query. They never phone or email back regarding the progress with the query.

So basically I am at the mercy of the call center and agents who are not assisting to resolve the query. They are simply not willing to assist with resolving the issue or dealing with the query.

At this stage the OLD MUTUAL is holding up a finalization of a late estate as SARS cannot proceed with issuing tax certificate as incorrect information was provided by OLD MUTUAL to SARS.