Wrong information Given by different call centre Agents , not once but Twice and still waiting

Item: Old Mutual
Rating: 1

I would like to lay a complaint with Old Mutual . On the 19 june 2017 I sent an email to old mutual to enquire about my Retirement Plan Policy No: 69194N ********** 34 as I had skipped months without paying .i was then advised by a call centre Agent named Ciske ARENSE that it has lapsed on the 18 March 2016 and is no longer active , I will need to apply for a new policy , surrender or update the beneficiary form , I was advised of The surrender value on policy and what documents to send if I would like to surrender the policy . On the 26 june 2017 I was advised by the same call centre agent Ciske Arense that it take 5 working days for the funds to be available in my account after all correct documents have been received ,I then send the documents on the 27 July 2017 time:13:11 . On the 29 June I enquired if the documents have been received , I was advised by the same Call centre agent that I quote “your request has been sent for further processing reference ********** please allow 15 working days. Please be advised previous email advising 5 working days was incorrect, process takes 15 working days.” On the 10 July I send an email to confirm when will the funds be available , I received an email today the 12th July from Client Support Consultant by the name of Carin Coerecuis I quote “ Thank you for your request. It does take 15-21 working days, your request is still in progress. I would like Old Mutual to deposit the funds urgently as I have made plans given the information I received from Old Mutual. I was advised in the beginning the funds will be available in my account after 5days ,after enquiring I was advised the funds will be in my account after 15days, after enquiring again now I’m told the funds will be available after 15-21 days . No one from Old Mutual has tried to call just to at least advise me of the duration, I have to be the one enquiring and every time I do I’m being told different stories . Can Old mutual please educate their Consultants and make sure my funds are available as soon as possible. Regards : M.M R

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