Old Mutual
Verified Business
Old Mutual
Verified Business
2,951 Reviews (last 12 months)
Responds in 1 hour 40 min
Scores reflect the Overall AI Score for each category
AI Review Summary
Based on recent customer reviews, Old Mutual faces severe and systemic service failures across virtually every dimension of its operations. Customers consistently report unresolved claims, ignored communications, fraudulent policy openings, unauthorized debit deductions, and months-long delays in processing withdrawals and transfers. While a small group of named consultants receive exceptional praise, the overwhelming majority of experiences reflect deep organizational dysfunction in Communication & Responsiveness (1.2), Process Efficiency (1.2), and Trust & Compliance (1.3).
Top Strengths:
- •Customer Service & Professional Guidance: A dedicated minority of named agents such as Melumzi Gxekwa, Shannon Wentzel, Marco Lekute, and Wendy Qunta receive repeated praise for going above and beyond. Branch staff occasionally deliver compassionate, professional service during bereavement claims.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
4Trustindex Rating
#10Ranked In Loans & Credit
1 hour 40 minutesAverage Time To Reply
-61 NPSRecommended: Unlikely
Replied to 91% of negative reviews
Typically takes less than 1 hour 38 min to reply
TrustIndex
4
Score
Ranking
#10
in Loans & Credit
Avg Reply
1 hour 40 minutes
NPS Score
-61
Recommended: Unlikely
Replied to 91% of negative reviews
Typically takes less than 1 hour 38 min to reply
Review Distribution
1.7|2,951 Reviews
May '25 - Apr '26
5(13.4%)
4(1.4%)
3(1.7%)
2(3.6%)
1(80%)
5(13.4%)
4(1.4%)
3(1.7%)
2(3.6%)
1(80%)
Recent reviews (2,951)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
VM
Veronica M
1 reviews | Active since Jan 2020
19 Mar 2026, 10:31
Zusiphe Naki is the ...
Zusiphe Naki is the star of the show, her service is remarkable 👏
Helpful (0)
|Replies (0)VM
Veronica M
1 reviews | Active since Jan 2020
19 Mar 2026, 10:31
Zusiphe Naki is the ...
Zusiphe Naki is the star of the show, her service is remarkable 👏
0
Replies (0)XN
MV
Mitesh V
1 reviews | Active since Jan 2020
19 Mar 2026, 09:19
Very difficult to get a response from OM, and very difficult to get your money out of them.
Very difficult to get a response from OM, and very difficult to get your money out of them. Both my parents wanted to transfer their policies from OM to AG. Both logged their request on 22 July 2025. My mothers was eventually resolved in March 2026, after multiple requests from AG. My father's request is still ongoing, 8 months later. I say on going, but there has been hardly any resonse from OM.
Helpful (0)
|Replies (0)MV
Mitesh V
1 reviews | Active since Jan 2020
19 Mar 2026, 09:19
Very difficult to get a response from OM, and very difficult to get your money out of them.
Very difficult to get a response from OM, and very difficult to get your money out of them. Both my parents wanted to transfer their policies from OM to AG. Both logged their request on 22 July 2025. My mothers was eventually resolved in March 2026, after multiple requests from AG. My father's request is still ongoing, 8 months later. I say on going, but there has been hardly any resonse from OM.
0
Replies (0)A
FS
Faywin S
1 reviews | Active since Jan 2020
19 Mar 2026, 08:01
****ed
I would like to say that the people at Old mutual think they going to bully me it's been almost a week ND a half and I stil don't have clarity regarding the policy that was opened in my name. The requested documents that I had to print out,fil in and send back to them along with the proof of debiting on one of the forms they wanted policy numbers which I didn't have and I emailed them to ask what I should put in there since I don't have documents they advised me to leave it blank A day later I received a email with the same ***** form along with the policy numbers that I now must put in again so basically I was back to square one I must go print fill in and send again which I feel is unprofessional why would u send them the first time then tell me to leave the policy section open to come back again ND want me to fill it in that's nonsense The story didn't end there,next they wanted me to tell them which of the policy numbers that they send was *****ulent and I told them all of them,that was 2 days ago till now no response on top of that this people is stil going to debit cos they have my persal number on their system. I won't be bul**** by you guys and trust me continue taking my money cos u think mos you clever I work hard for my money very hard and I don't go around and open policies unless it's a need and all things that go off from my persal is the only things I can afford then you come and just take money without my consent
Helpful (0)
|Replies (0)FS
Faywin S
1 reviews | Active since Jan 2020
19 Mar 2026, 08:01
****ed
I would like to say that the people at Old mutual think they going to bully me it's been almost a week ND a half and I stil don't have clarity regarding the policy that was opened in my name. The requested documents that I had to print out,fil in and send back to them along with the proof of debiting on one of the forms they wanted policy numbers which I didn't have and I emailed them to ask what I should put in there since I don't have documents they advised me to leave it blank A day later I received a email with the same ***** form along with the policy numbers that I now must put in again so basically I was back to square one I must go print fill in and send again which I feel is unprofessional why would u send them the first time then tell me to leave the policy section open to come back again ND want me to fill it in that's nonsense The story didn't end there,next they wanted me to tell them which of the policy numbers that they send was *****ulent and I told them all of them,that was 2 days ago till now no response on top of that this people is stil going to debit cos they have my persal number on their system. I won't be bul**** by you guys and trust me continue taking my money cos u think mos you clever I work hard for my money very hard and I don't go around and open policies unless it's a need and all things that go off from my persal is the only things I can afford then you come and just take money without my consent
0
Replies (0)YM
Yanga M
1 reviews | Active since Jan 2020
18 Mar 2026, 22:21
***** policy and I want my money now
Dear Old Mutual Complaints Department, I am writing to formally lodge a serious complaint regarding a *****ulent funeral policy that was opened in my name without my consent. I previously had an active funeral policy with Old Mutual. However, after deciding that I no longer needed the policy, I approached an Old Mutual representative who was at my workplace at Delft Police Station to assist me with cancellation. Instead of cancelling the policy as requested, I later discovered that a new funeral policy had been registered *****ulently using my ID number, with deductions of R180 per month being made directly from my PERSAL account. Upon discovering this, I immediately visited your branch on Voortrekker Road in Bellville to report the matter and requested a formal investigation. I also requested: • Immediate cancellation of the *****ulent policy • A full refund of the deducted premiums • A copy of the *****ulent contract • The full details and name of the representative responsible, as I intend to open a ******** case To date, I have only been refunded R163 out of R360, leaving an outstanding balance of R197. This is unacceptable. Furthermore, the matter has not been resolved, as the *****ulent policy remains active and another deduction has been processed for March. This is a serious concern and indicates a failure to act on my initial complaint. I demand the following: 1. Immediate payment of the outstanding R197, as well as a refund for the March deduction 2. Written confirmation that the *****ulent policy has been fully cancelled 3. A copy of the signed contract allegedly authorising this policy 4. The full name and details of the representative involved This matter is urgent. If it is not resolved immediately, I will escalate it to the relevant regulatory authorities and proceed with opening a ******** case. I expect the outstanding amount and March refund to be paid without further delay. Kind regards, Yanga Mvutuza
Helpful (0)
|Replies (0)YM
Yanga M
1 reviews | Active since Jan 2020
18 Mar 2026, 22:21
***** policy and I want my money now
Dear Old Mutual Complaints Department, I am writing to formally lodge a serious complaint regarding a *****ulent funeral policy that was opened in my name without my consent. I previously had an active funeral policy with Old Mutual. However, after deciding that I no longer needed the policy, I approached an Old Mutual representative who was at my workplace at Delft Police Station to assist me with cancellation. Instead of cancelling the policy as requested, I later discovered that a new funeral policy had been registered *****ulently using my ID number, with deductions of R180 per month being made directly from my PERSAL account. Upon discovering this, I immediately visited your branch on Voortrekker Road in Bellville to report the matter and requested a formal investigation. I also requested: • Immediate cancellation of the *****ulent policy • A full refund of the deducted premiums • A copy of the *****ulent contract • The full details and name of the representative responsible, as I intend to open a ******** case To date, I have only been refunded R163 out of R360, leaving an outstanding balance of R197. This is unacceptable. Furthermore, the matter has not been resolved, as the *****ulent policy remains active and another deduction has been processed for March. This is a serious concern and indicates a failure to act on my initial complaint. I demand the following: 1. Immediate payment of the outstanding R197, as well as a refund for the March deduction 2. Written confirmation that the *****ulent policy has been fully cancelled 3. A copy of the signed contract allegedly authorising this policy 4. The full name and details of the representative involved This matter is urgent. If it is not resolved immediately, I will escalate it to the relevant regulatory authorities and proceed with opening a ******** case. I expect the outstanding amount and March refund to be paid without further delay. Kind regards, Yanga Mvutuza
0
Replies (0)DP
Duane P
1 reviews | Active since Jan 2020
18 Mar 2026, 16:53
OM Bank - The new "I don't care about my customers" bank
OM Bank, most hotrrible experience and service I ever had encountered since I've started using banks. I've been to 4 different branches in 3 different provinces, and I found the exact same attitude from the agents and branch managers. They came across as not interested in the problem and brushed it of by saying "we a new bank". As if this is a valid excuse not to be able to help with the questions I posed. Questions asked as foolows: A:- Why is it that I need data to be able to access my account through the OM banking app. B:- Why is it that I have to go find a retail shopping store e.g. Boxer, Checkers etc to deposit? I'm on pay as you go and I have run out of data in the middle of nowhere when travelling, so how am i to get to my bank account if you need data to access the account via the banking app. Also I sometimes get paid in cash and waiting in line as a retail store... well we all know what that is like. On top of that I get charged for doing the deposits, at a rate much higher than that of the banks. Thus I am at a cross road as to change banks or keep the account in the hope that their "I don't care attitude" changes to a more client centric attitude and the app is eventually gets upgraded. I hope this attitude is not prevalent throughout OM Bank but from what I've seen and experienced I think it is.
Helpful (0)
|Replies (0)DP
Duane P
1 reviews | Active since Jan 2020
18 Mar 2026, 16:53
OM Bank - The new "I don't care about my customers" bank
OM Bank, most hotrrible experience and service I ever had encountered since I've started using banks. I've been to 4 different branches in 3 different provinces, and I found the exact same attitude from the agents and branch managers. They came across as not interested in the problem and brushed it of by saying "we a new bank". As if this is a valid excuse not to be able to help with the questions I posed. Questions asked as foolows: A:- Why is it that I need data to be able to access my account through the OM banking app. B:- Why is it that I have to go find a retail shopping store e.g. Boxer, Checkers etc to deposit? I'm on pay as you go and I have run out of data in the middle of nowhere when travelling, so how am i to get to my bank account if you need data to access the account via the banking app. Also I sometimes get paid in cash and waiting in line as a retail store... well we all know what that is like. On top of that I get charged for doing the deposits, at a rate much higher than that of the banks. Thus I am at a cross road as to change banks or keep the account in the hope that their "I don't care attitude" changes to a more client centric attitude and the app is eventually gets upgraded. I hope this attitude is not prevalent throughout OM Bank but from what I've seen and experienced I think it is.
0
Replies (0)ZN