Very Dissapoint with Old Mutual

I have experienced a terrible situation with Old Mutual. I recently resigned from the company I was working for, and when I tried to claim my provident fund from Old Mutual, they requested that I create a profile on their website. I did that, and I was required to verify myself by taking a selfie. However, I kept getting an error that prevented my access.

I started this whole process on 29/10/2025, when I went to the Old Mutual branch at Pavilion Mall in Durban and was attended by Thabo. Unfortunately, he was also unable to help me because he was getting the exact same error. I found it very strange that a branch consultant is using the same system and access level as a customer. It defeats the purpose of going to a branch because, normally, a branch should have higher access than customers. For example, if you get an error when trying to transact online with your bank, you can go to the branch with your ID and they can resolve it. But in this case, Old Mutual failed to help me.

I then called “Secure Services,” and they told me to go to another branch in Durban CBD, West Street. I went there, and they also failed to assist me.

Next, I spoke to the SuperFund department and spoke to Kisha Christians on 26/11/2025. She apologized and told me the reason I couldn't verify myself or claim is because I was not added to their server. This was very strange to me because how can they manage to receive money from a client every month but not add that client to their system? She said she would send a request for me to be added, and that on 28/11/2025, I should be able to claim.

However, on the 28th of November, I tried again, and I still had the same error. I called SuperFund again and spoke to a male consultant. He apologized and said the reason I was still not added is because Kisha Christians did not send the request properly, and she was not at work. He said he would do it correctly and that by Monday morning I should be able to claim.

Today is 01/12/2025, and I am still getting the same error.

On 28/11/2025, I requested to speak to the manager, and I was told the manager, Deline Peterson, would call me back. That never happened. I requested another call from the manager, who reports to Jenin De Villiers, and I am still waiting even now.

Today (01/12/2025), I spoke to Sima Mtseu, who told me I am still not on their server — even after speaking to two different consultants who claimed they would fix it. All they do is make promises but do not deliver.

At this point, it feels like Old Mutual does not want to help me at all. This also reminds me of the incident that trended online of a lady who was not being assisted with her funeral cover claim at a branch. It seems this is how Old Mutual treats clients when they need to claim. If this can happen to me, then surely it is happening to many other clients as well