AK
Annastacia K
1 reviews | Active since Oct 2023
25 Oct 2023, 10:22
UNRESOLVED CASE SINCE JULY 2023
I'm struggling to get old mutual (green light) to give us confirmation letters noting the interest of ABSA against our life cover policies for me and my daughter, the case has been dragging for weeks, it has been escalated by the bond registration attorney more than twice to their complaint department but seemingly falling to their deaf ears, REF number: PFCS ***5 I'm stuck with Old Mutual and I desperately need urgent assistance regarding this issue.
Helpful (0)
Replies (9)0
Replies (9)
Old Mutual's replyOfficial
25 Oct 2023, 10:43Good day Annastacia
We have received your review and sincerely apologize for your service experience. A complaints assessor will look into the matter and contact you directly if we need additional information.
Regards
Shannon Wentzel
Old Mutual Complaints Management
We have received your review and sincerely apologize for your service experience. A complaints assessor will look into the matter and contact you directly if we need additional information.
Regards
Shannon Wentzel
Old Mutual Complaints Management
Old Mutual's reply25 Oct 2023, 10:43
Official
Good day Annastacia
We have received your review and sincerely apologize for your service experience. A complaints assessor will look into the matter and contact you directly if we need additional information.
Regards
Shannon Wentzel
Old Mutual Complaints Management
We have received your review and sincerely apologize for your service experience. A complaints assessor will look into the matter and contact you directly if we need additional information.
Regards
Shannon Wentzel
Old Mutual Complaints Management
AK
Annastacia K's updateReviewer Update
27 Oct 2023, 07:33Good day Shannon
Please note that 48hours has lapsed since I heard from Mohammad Mintin, he responded on my complaint that "the matter has been escalated for urgent attention and feedback" and I have not heard from him since then, yesterday I dropped him an email asking for feedback and I didn't not get any response, I tried to call the number that appears at the bottom of his email no one is answering the phone regardless of countless times that I have tried. What is the turnaround time for a complainant to get a feedback from your company? This is really frustrating as this matter has been dragging for weeks, the response that Im getting from Mogammad is the same response that I got when I escalated this matter to the complaints department, why such a delay for old mutual to urgently resolved this issue, for your information I do not have a place to stay with my children due to this issue, we were supposed to have moved in to our new place on the 2nd October 2023 but we couldn't not because of this issue, Our lease ended 30Septemebr 2023 where we used to stay hoping that we were moving into our new place, now I'm staying in an unsafe place in some informal settlements until old mutual gives us the letters,
Can someone please urgently do something.
Regards
Please note that 48hours has lapsed since I heard from Mohammad Mintin, he responded on my complaint that "the matter has been escalated for urgent attention and feedback" and I have not heard from him since then, yesterday I dropped him an email asking for feedback and I didn't not get any response, I tried to call the number that appears at the bottom of his email no one is answering the phone regardless of countless times that I have tried. What is the turnaround time for a complainant to get a feedback from your company? This is really frustrating as this matter has been dragging for weeks, the response that Im getting from Mogammad is the same response that I got when I escalated this matter to the complaints department, why such a delay for old mutual to urgently resolved this issue, for your information I do not have a place to stay with my children due to this issue, we were supposed to have moved in to our new place on the 2nd October 2023 but we couldn't not because of this issue, Our lease ended 30Septemebr 2023 where we used to stay hoping that we were moving into our new place, now I'm staying in an unsafe place in some informal settlements until old mutual gives us the letters,
Can someone please urgently do something.
Regards
AK
Annastacia K's update27 Oct 2023, 07:33
Reviewer Update
Good day Shannon
Please note that 48hours has lapsed since I heard from Mohammad Mintin, he responded on my complaint that "the matter has been escalated for urgent attention and feedback" and I have not heard from him since then, yesterday I dropped him an email asking for feedback and I didn't not get any response, I tried to call the number that appears at the bottom of his email no one is answering the phone regardless of countless times that I have tried. What is the turnaround time for a complainant to get a feedback from your company? This is really frustrating as this matter has been dragging for weeks, the response that Im getting from Mogammad is the same response that I got when I escalated this matter to the complaints department, why such a delay for old mutual to urgently resolved this issue, for your information I do not have a place to stay with my children due to this issue, we were supposed to have moved in to our new place on the 2nd October 2023 but we couldn't not because of this issue, Our lease ended 30Septemebr 2023 where we used to stay hoping that we were moving into our new place, now I'm staying in an unsafe place in some informal settlements until old mutual gives us the letters,
Can someone please urgently do something.
Regards
Please note that 48hours has lapsed since I heard from Mohammad Mintin, he responded on my complaint that "the matter has been escalated for urgent attention and feedback" and I have not heard from him since then, yesterday I dropped him an email asking for feedback and I didn't not get any response, I tried to call the number that appears at the bottom of his email no one is answering the phone regardless of countless times that I have tried. What is the turnaround time for a complainant to get a feedback from your company? This is really frustrating as this matter has been dragging for weeks, the response that Im getting from Mogammad is the same response that I got when I escalated this matter to the complaints department, why such a delay for old mutual to urgently resolved this issue, for your information I do not have a place to stay with my children due to this issue, we were supposed to have moved in to our new place on the 2nd October 2023 but we couldn't not because of this issue, Our lease ended 30Septemebr 2023 where we used to stay hoping that we were moving into our new place, now I'm staying in an unsafe place in some informal settlements until old mutual gives us the letters,
Can someone please urgently do something.
Regards
Old Mutual's replyOfficial
27 Oct 2023, 11:39Good day Annastacia
We apologize for any frustration and inconvenience this situation has caused you and your family. We understand the importance of timely communication and the impact it can have on your life.
We assure you that we take your concerns seriously and are committed to resolving this matter promptly. We are currently investigating the issue and will do our best to provide you with the necessary letters as soon as possible.
Rest assured that we are committed to providing you with a satisfactory resolution.
We apologize for any frustration and inconvenience this situation has caused you and your family. We understand the importance of timely communication and the impact it can have on your life.
We assure you that we take your concerns seriously and are committed to resolving this matter promptly. We are currently investigating the issue and will do our best to provide you with the necessary letters as soon as possible.
Rest assured that we are committed to providing you with a satisfactory resolution.
Old Mutual's reply27 Oct 2023, 11:39
Official
Good day Annastacia
We apologize for any frustration and inconvenience this situation has caused you and your family. We understand the importance of timely communication and the impact it can have on your life.
We assure you that we take your concerns seriously and are committed to resolving this matter promptly. We are currently investigating the issue and will do our best to provide you with the necessary letters as soon as possible.
Rest assured that we are committed to providing you with a satisfactory resolution.
We apologize for any frustration and inconvenience this situation has caused you and your family. We understand the importance of timely communication and the impact it can have on your life.
We assure you that we take your concerns seriously and are committed to resolving this matter promptly. We are currently investigating the issue and will do our best to provide you with the necessary letters as soon as possible.
Rest assured that we are committed to providing you with a satisfactory resolution.
Old Mutual's replyOfficial
27 Oct 2023, 12:57Thank you Annastacia
Old Mutual's reply27 Oct 2023, 12:57
Official
Thank you Annastacia
Old Mutual's replyOfficial
27 Oct 2023, 21:22Good day Annastacia
The complaints assessor has been alerted to your updated comment and feedback should provided early next week during business hours.
The complaints assessor has been alerted to your updated comment and feedback should provided early next week during business hours.
Old Mutual's reply27 Oct 2023, 21:22
Official
Good day Annastacia
The complaints assessor has been alerted to your updated comment and feedback should provided early next week during business hours.
The complaints assessor has been alerted to your updated comment and feedback should provided early next week during business hours.
Old Mutual's replyOfficial
29 Oct 2023, 18:57Good day Annastacia
We will provide you with feedback this week during business hours.
We will provide you with feedback this week during business hours.
Old Mutual's reply29 Oct 2023, 18:57
Official
Good day Annastacia
We will provide you with feedback this week during business hours.
We will provide you with feedback this week during business hours.
AK
Annastacia K's updateReviewer Update
01 Nov 2023, 09:49Since I complained to Old mutual on the 25th October 2023, today is the 1st of November 2023 and matter has not been resolved, they promised that the complaints assessor will get back to me early this week, I am not sure what does early mean to them, I m still here and stuck about the same matter.
I have started paying for this policy 2011, if I had a choice I would just cancell this policy and get my money back and go somewhere else where I would be treated better because right now they are treating me as if they're doing me a favour
I have started paying for this policy 2011, if I had a choice I would just cancell this policy and get my money back and go somewhere else where I would be treated better because right now they are treating me as if they're doing me a favour
AK
Annastacia K's update01 Nov 2023, 09:49
Reviewer Update
Since I complained to Old mutual on the 25th October 2023, today is the 1st of November 2023 and matter has not been resolved, they promised that the complaints assessor will get back to me early this week, I am not sure what does early mean to them, I m still here and stuck about the same matter.
I have started paying for this policy 2011, if I had a choice I would just cancell this policy and get my money back and go somewhere else where I would be treated better because right now they are treating me as if they're doing me a favour
I have started paying for this policy 2011, if I had a choice I would just cancell this policy and get my money back and go somewhere else where I would be treated better because right now they are treating me as if they're doing me a favour
AK
Annastacia K's updateReviewer Update
01 Nov 2023, 09:50Maybe the idea of the journalists to the premises was not bad at all
AK
Annastacia K's update01 Nov 2023, 09:50
Reviewer Update
Maybe the idea of the journalists to the premises was not bad at all
AK
Annastacia K's updateReviewer Update
01 Nov 2023, 12:53Finally Old Mutual has come to their senses and provided us with the confirmation letters, I have just spoken to the bond registration attorney and she confirmed receipt, one yesterday and another one just few minutes ago, my sincere gratitude to Hellopeter for this platform, thank you very much, I amd running short of words to really express my gratitude, keep up the good work that you are doing and stay blessed.
AK
Annastacia K's update01 Nov 2023, 12:53
Reviewer Update
Finally Old Mutual has come to their senses and provided us with the confirmation letters, I have just spoken to the bond registration attorney and she confirmed receipt, one yesterday and another one just few minutes ago, my sincere gratitude to Hellopeter for this platform, thank you very much, I amd running short of words to really express my gratitude, keep up the good work that you are doing and stay blessed.