Unpaid withdraw claim

I am writing to formally express my extreme frustration and disappointment with the service received at the Old Mutual branch at Newton Junction Mall.

On 3 July 2025, I visited the branch to process an educational plan withdrawal, having submitted all requested documents. At the time, I was clearly advised that the turnaround time (TAT) would be 5 working days.

To my dismay, when I followed up today, the system only shows that I processed the withdrawal today – implying that nothing was actioned by the branch last Thursday. As a result, I have now been told to wait another 5 working days.

This delay is unacceptable, especially considering the urgency of the matter – my child is on the verge of being removed from school due to unpaid fees. I trusted the process and the information given by your staff, yet it appears no action was taken until now.

I urgently request:

A clear explanation of what happened to the original request submitted on 3 July 2025

Immediate escalation and prioritisation of my withdrawal claim, given the severe impact on my child

Confirmation of the exact date when payment will be made

I am extremely disappointed and upset with this experience, and I expect prompt feedback and resolution.