Urgent Account Closure and Service Complaint

I was very satisfied with the service provided by Old Mutual until the past two months. Unfortunately, my recent experience has been extremely disappointing.

The first incident occurred when I stopped at a garage to refuel my vehicle, only to have my card declined without any prior notification or communication. Fortunately, I had sufficient cash on hand to pay for the fuel.

Shortly thereafter, the app went offline and my card was blocked, again without any notification. When I contacted the call centre, I was informed that this was the only way to get my attention. I found this response both concerning and unacceptable.

As a result, I immediately transferred my funds out of the account and requested that the account be closed. The consultant subsequently sent me an email, but the required attachment was missing. I requested that the attachment be resent and further requested that the account closure form be provided in an electronic format, as I do not have access to a printer.

Despite sending numerous follow-up emails, I have received no response. This lack of communication and assistance has been extremely frustrating.

I require this account to be closed today. Furthermore, given my repeated attempts to have this matter resolved, I will not accept responsibility for any fees, charges, or costs incurred on the account as a result of the delays in processing my closure request.

I trust that this matter will receive your immediate attention and that confirmation of the account closure will be provided without further delay.