Unprofessional Client Service Staff.

Good day,

This is the second time in 3 years which I have visited a Old Mutual Finance/Group Schemes branch and was left totally shocked at how unprofessional the Client Service staff are.

I went to the branch to update my banking details. After a consultant started helping me she was busy on her computer handling my query. Then she received a call from a potential customer. She went on to ask the customer about her employment, explained the whole loans process and how the customer can apply and where the customer works having an impact on her success rate of her loan application.

After she was on the phone I interrupted her call and asked is she not helping me. Please explain how this is a professional service being offered by a major insurance company? Is this how you treat your clients who pay monthly premiums? Why are your consultants taking calls when they are dealing with clients face to face?

I informed the Team Leader and to my shock his response was " Hi Sir, Please move over to my counter so I can assist," He actually saw she was on the phone and did not bother to tell her she is wrong and that she should finish up with my query. I really find this shocking that this is how unprofessional the staff in Old Mutual Stellenbosch are. And when you inform the manager they ask you to move over to their counter. Really shocking display of customer care.

On another note, while I was waiting the Old Mutual consultant who assisted me was wearing Beach Sandals/Flip Flops. Is this an acceptable dress code for a major financial insurance company? Once again totally shocking.

Is this the type of service clients receive when they come to your branch to make funeral claims as well? Disappointing is the best way to describe my experience.

Kind regards,