What a waste of time and effort

To whom it may concern.

I currently have an tax free investment account with old mutual. On the 26th August 22 I submitted an EMERGENCY withdrawal as an unforseen circumstance came my way, which was completed on the old mutual app which confirmed that any transaction made take 5 - 7 days. And this is what I received as a response; Old Mutual: We acknowledge receipt of your request, we will contact you should we require any further information. The reference number for your request is CED***. FSP&Ins. T&Cs. So I left it and waited.

On the 13th September 22 I gave old mutual a call. The young lady told me that my payout is in a stuck status in order to release it I need to update my information. I told the young lady as to what happened and if they needed information why didn't they call, email or send a SMS to me. I asked her if she could update it she confirmed I need to go into the branch.

The closest branch to me was Bellville. I went to them the next day and spoke to a well Afrikaans spoken lady, when she checked her system, she told me that the status that my payout is not fami**** to her and that she needs to call the specialists, we sat almost 15 minutes waiting for the specialists to answer. She eventually got through to a rude specialists who gave her attitude telling the lady that was helping me that she self don't know what it means. By the way the Afrikaans lady said I DIDNT NEED TO COME TO THE BRANCH CAUSE NO INFORMATION IS NEEDED TO UPDATE MY PROFILE. They were arguing as to who needs to help who in the zoo, which ofcause didn't give me a good impression that my enquiry will be sorted. The lady said that I said wait for 10 working days and HOPEFULLY it gets paid out. Now I work in the call centre industry for more then 10 years and HOPEFULLY is 1 of the words we refrain from using especially when we need to reassure a customer and leave the customers mindset at ease that the issue is being dealt with. I left the branch extremely unhappy knowing that I have to make a plan B to sort out the unforseen issue that occurred, had to borrow monies, take a portion from my grocery and traveling to resolve that issue that old mutual payout was suppose to sort out. Anyways I thought to myself okay give old mutual another chance to make for their mistake. Bare in mind I didn't request compensation for the multiple mistakes old mutual has made and the extra effort I had to put in to get this situation sorted.

On the the 15 September 22 went into the Bellville branch once again and spoke to a very friendly gentlemen, gave beautiful compliments as I was explaining my horrible experience with old mutual. Even thou he was sweet and all in my mind was just sugarcoating this mistakes that old mutual has made, but I didn't want to be a horrible customer at this point I had no energy to entertain old mutual anymore. ALL I WANT TO DO IS CANCEL MY INVESTMENT AND JUST INVEST SOMEWHERE ELSE BUT IF I DO THAT I WILL NEED TO PAY A PENALTY FEE which I'm not keen about. Got this reference: Old Mutual. To complete your request on ***2 we need your completed collecting outstanding information form from oldmutual office as uploaded on the system . You can submit the document(s) via WhatsApp using https://www.oldmutual.co.za/waupload, or Fax +*** or Email ***. Quote this ***. FSP&Ins. T&Cs

What documents? When I already submitted everything in the branch on the 15th September 22

Old mutual has never had a problem collecting payments from me however to get a payout is a hassle. Old mutual shouldn't have a website that doesn't work, best is upgrade it or just leave this self-service alone and only operation in branches. So basically I almost waited a month to get my payout.

The doesn't know what's it's doing and the customer representatives

From disappointed customer