Urgent Complaint – Two-Pot Withdrawal Application Failure via WhatsApp and App

I am writing to formally lodge a complaint regarding my unsuccessful attempts to apply for a Two-Pot withdrawal through your digital platforms. I am a member of a provident fund administered by Old Mutual, which I joined via my employer in December 2024. Since last week, I have been attempting to submit a withdrawal request via the WhatsApp platform, as instructed. However, each time I reach the final stage where I am required to accept the terms and conditions ,I receive an error message stating: “Something went wrong, please try again later.” Despite repeated attempts, the issue persisted. I then contacted your call centre and was assisted by a consultant who advised me to use the Old Mutual app instead. I downloaded the app, but it does not reflect any values or products linked to my account. After spending nearly an hour on the call with the consultant, we were unable to resolve the issue. I was subsequently asked to email a screenshot of the error message, which I did, but I only received an automated response and have not been contacted since. To make matters worse, after multiple attempts on WhatsApp, I am now blocked from applying altogether. The platform now displays a message stating: “Your request cannot be processed for security reasons.” This has left me completely unable to proceed, and no one from Old Mutual has contacted me to assist or clarify the situation. This experience has been extremely frustrating and has delayed access to funds I am legally entitled to withdraw. I request that this matter be escalated and resolved as a matter of urgency. I also ask that my access to the WhatsApp platform be reinstated.