Disappointed by poor and unprofessional service

Good day

On 30 December 2023 I visited a branch to request for a withdrawal from my investment policy.

A week after I received a message requesting me to submit tax residency form. I therefore went to the branch where I was assisted to complete, scan and email form to the claims department, but when the form was sent the last page was missed.

The following week I requested a message still requesting for the tax residency. On 15 January 2024, I went to Springs Branch for the 3rd time now, they found that the form they sent was having page 3 missing. I completed the form again

On 19 January 2024 I called Old Mutual customer care. I was told they have received the latest complete tax residency form and it will will escalated for review and was advised to call for a follow-up on 22 January 2024.

On 22 January a consultant i spoke to said the system is still showing that I need to submit tax residency form. I told him that the consultant I spoke to on Friday said Old Mutual has received an updated form. I was asked to hold the line till the call dropped-off, later i received an sms saying payment will be process within 3 -5 days