Unresponsive, *********** and costly Customer Service

Just don't! If you're thinking of investing in your retirement - you're money would be better spent with a different provider.

Changed banks and have been unable to change banking details for Debit order since August 2020, and have ended up with two debit orders and a boatload of banking fees/penalties in the process.

Online Service 'Unavailable': Impossible to change banking details online - the portal for this on the myportfolio website is and has been broken/unavailable. Unacceptable for this day and age.

Unresponsive Customer Service: After numerous emails to customer service, it was 'confirmed' that the debit order had been changed - 2 months later! Unacceptable time frame.

*********** Customer Service: The debit order was not changed but one added. I now have a debit order on both accounts - meaning double the monthly contribution and double the banking fees as I'm still unable to close my old bank account. Unacceptable.

Unresponsive and *********** Complaints department. I've sent several emails to the complaints department hoping to resolve this matter. It was not. Just another confirmation that banking details have been changed and no acknowledgment of the request to delete the debit order to my old bank account.

It wasn't as the debit order to my old account went off this morning. Unacceptable.

Old mutual states that complaints feedback would be provided within one business day. It was not (2 weeks). Unacceptable -If you cannot provide feedback in this timeframe don't say that you will.

5 months later and absolutely no resolve. If Old Mutual does not have the competence to manage an effective customer service department, why would I trust Old Mutual to have the competence to invest my money effectively?

If I could rate Old Mutual any lower I would. If I could close my account without incurring steep penalties I would.