VP
Vincent P
Active since May 2009
13
Reviews
0
Industries
Reviews
13 reviews2 months ago
Old Mutual Insure: Ignored emails, failed cancellation
I wish to formally record my dissatisfaction with Old Mutual Insure, as my repeated attempts to obtain and cancel a policy were met with ignored correspondence and duplicated requests. On 19 January 2026, I requested a copy of a house owners policy I had been paying for, though it was under my late father’s name. I previously contacted Mutual & Federal (now Old Mutual Insure) in 2015 to confirm if I could continue paying while the estate was not wound up, and I attached that email for reference. I received an automated email with case number 08240567. There was no further response. On 21 January a reminder was sent, received case number 08240571, again no response. On 22 January I again sent an email requesting urgent attention. Again, no response. On 23 January, I phoned the Old Mutual Insure Service Centre. The consultant initially believed communication had already been sent to me. After checking, he requested my ID number to add my details to the policy so a copy could be issued. I comp****. Due to the frustrating service, I decided to cancel the policy. On 26 January I sent a cancellation request. Received an email from Refilwe requesting executor’s letter + ID copy. I explained I do not have an executor’s letter (estate not wound up) but sent copy of my ID. On 28 January I received another identical request from Refilwe. I rep****, pointing out I had already responded on 26 January with copy of my ID. On 29 January, again received the same request from Refilwe.???? Realizing cancellation would not be processed, I instructed my bank to stop the debit order. Despite this, on 02 February the debit order went through. My bank explained that Old Mutual Insure changed the description on the debit order. This prevented the stop. They advised me to contact Old Mutual Insure directly to cancel at source. I have since requested my bank to reverse February’s debit. On 27 January, I received a survey from Old Mutual Insure requesting a rating on how easy it was to do business with Old Mutual Insure. I rated them a 1 (very difficult), also detailed my grievance. This experience demonstrates a complete disregard for customer communication and service. If such obstacles exist just to obtain basic information or cancel a policy, making a claim would be a nightmare. This is my second negative experience with Old Mutual. Should I again make this request to Old Mutual Insure’s Service Centre, this debit order would not be cancelled. Hopefully a Senior Manager would review this complaint on Hello Peter and assist in having the Debit Order cancelled.
56 replies
6 months ago
Prompt response and ...
Prompt response and dealt with Charles, who was friendly and knowledgeable.
53 replies
21 months ago
I won’t be using Michanic services again – **********
Although their mechanic was good at his work, this company deserves a no-star rating. Making payments for motor vehicle repairs prior to commencing any work is not advisable. My car would not start on Monday 08/07/2024. I requested the services of Michanic to run diagnostics on my vehicle. The mechanic arrived on Tuesday 09/07/2024 and diagnosed an issue with the starter. The starter required replacement. The job card for supplying a new starter was emailed to me: New starter: R2 245.59 Labour: R 900.00 Call Out Fee: R 200.00 TOTAL: R3 345.59 As Michanic requires full payment prior to commencing any work. I made full payment on Wednesday 10/07/2024. The mechanic arrived on Thursday 11/07/2024 with a new starter. After removing the faulty starter from my car, the mechanic realized that the new starter was not the correct size. He tested the old starter on my car battery. Although the starter gear did spin, I was informed that the starter was weak. The mechanic informed me that he will be taking my original starter as a sample to the supplier. The mechanic left my premises at around 14:00. I received a call about 4.5 hours later, 18:25, from the mechanic indicating that he would be calling at my premises at 7.30 the following morning. I assumed he is arriving with a new starter. The mechanic arrived on Friday 12/07/2024, only to be told that my original starter was reconditioned. The reason for reconditioning, was that a starter was over R4700.00. The reconditioned starter was fitted, and this resolved the non-start issue. I then contacted Michanic to query a credit as a new starter was not supp****. I was flabbergasted when I was informed that the credit was only R174.93. I requested a breakdown of what was replaced on the reconditioned starter e.g. solenoid, armature etc. Instead of providing a breakdown of what was replaced in the reconditioned starter, their Customer Success Champion emailed a new job card that reflected: Starter remove and install: R 636.00 Starter motor recondition: R1 284.66 Labour: R1 050.00 Call out fee: R 200.00 TOTAL: R3 170,66 To justify a refund of R174,93, the labour fee was increased from R900.00 to R1 050.00. In addition to this increase, a new fee of R636.00 was added for removal and fitment of the starter. Strangely, this new fee did not appear on the original job card. Removing and replacing the starter should be covered by the labour fee. Was my starter reconditioned within that short period of time, 14:00 to 18:25 hours, or was my original starter swopped for a reconditioned starter. Response from their Customer Success Champion to my query regarding the labour fee and the removal and installation fee was: “ We understand your concern regarding the increase in labor costs from R900.00 to R1050.00 and the additional fee for the removal and installation of the starter, which was not included in the original job card. We apologize for any inconvenience this may have caused. As per our standard procedure, the labor cost increased because taking the starter for reconditioning requires more time than just replacing it. ” Up until the mechanic arrived at my home with the reconditioned starter, I was not informed that my starter was going to be reconditioned and neither was I informed that this would entail an additional cost of R636.00 for removal and fitment and an increase in labour fees from R900.00 to R1050.00. However, there was no response to why I was charged R636.00 for starter remove and install which was not included in the original job card. Had I known in advance that I will be paying R3 170.66 for a reconditioned starter, I would not have proceeded with the repairs. A blatant *******. After my disappointing experience with Michanic, I will not be using their services again.
0 replies
31 months ago
Awesome Customer Service
I have been a client of Alan Gray for many years and yesterday morning was the first time I contacted their callcentre for assistance. While making a withdrawal, I mistakenly cancelled a Debit Order. I received the most awesome service from David at Allan Gray. David assisted in reinstating my debit order. Well done Alan Gray on recruiting people like David who knows what customer service all is about. He was courteous, professional, knowledgeable and prompt with his feedback. Quality of customer service you very seldom found today.
131 replies
37 months ago
Zero after sales customer service from Makro
On 25th February 2023, I made an online purchase of a 1000w Ryobi Electric trimmer for R1799.00 from Makro. The item was delivered on 26th February. I was unhappy with the purchase and decided to return the item for a refund. I logged my return online on 2nd March. Uploaded photos indicating the item was unused and is still in its original packaging. I received an email confirming my online return. After a few days, I logged in to view progress of the return. Unfortunately, there was no record of my return. After making a few calls, the courier company picked up my item on 13th March. Today is the 10th of April, almost a month since my purchase was returned, and I am still awaiting my refund. Numerous calls were made to Makro, and I sometimes waited on the line for up to 10 minutes for the operator to return with feedback. On 28th March, I was informed that a refund was imminent. As I made the purchase on my credit card, I am now paying interest on an item that I do not have. Should Makro delay refunds to numerous customers, they can make a little profit by earning interest on these monies. Absolutely disappointing customer service from Makro.
53 replies
37 months ago
Disappointing and unprofessional service from Old Mutual
I have a Retirement Annuity with Old Mutual which effective from July 2014. Due to financial constraints, I made the policy paid up in June 2015. Being a paid-up policy, a monthly Premium Reduction Charge (recovery expenses not recovered) was deducted on a monthly basis. This meant that the return of the policy was diminished as Unit Trust dividends were also used to fund the Premium Reduction Charge. Although a transfer cost of just over R6000.00 is being applied, I decided to transfer the policy to a different service provider. On the 18th of February 2023. I made the transfer request via email to Old Mutual Customer Service Centre. I was informed that a quote will be sent to me. On the 23rd of February I enquired on the status. On 24th of February I was informed that a quote will be sent to me directly from Old Mutual’s Section 14 department. On the 27th February I received the quote and the required documentation to be completed for a transfer. The required documents were: • Copy of identification document. • Copy of fully completed application form to, or evidence of existing membership of, another Retirement Annuity fund. • Section 14 transfer form. The above were completed and submitted to the Section 14 department via email on 3rd March. As I did not receive a response from the Section 14 Department acknowledging receipt of the documentation or informing me whether the Section 14 transfer had commenced, I decided to call the Old Mutual Customer Service centre on 14th March. I was shocked to hear that a document, Collecting Outstanding Information for an Individual, was outstanding. This document was not sent to me together with the original set of documents that I received on 27th of February. I duly completed this form and emailed their Customer Service centre on 14th March. I was informed that it will take between 5 to 7 business days for this request to be processed. Had I not queried the status of the transfer, weeks and possibly months, would have gone by with me being under the impression that the transfer was in progress. The value of the policy has since dropped. With these inordinate delays my fear is that the transfer value is going to drop further. As I decided to move my RA to another service provider, It seems Old Mutual has a don’t care attitude. I am extremely disappointed with their unprofessional service I received. After this experience, I am just glad that bulk of my investments are not with Old Mutual.
53 replies
50 months ago
Dunlop Tyre Query
Purchased 2 new Dunlop tyres. Noticed that there were two markings from sidewall to sidewall across the thread. Gives the impression that there are joins in the outer casing. I did not go back to the dealer I purchased the tyres from, Dunlop Zone Sunset Tyres, as I lost trust with them due to bad business ethics and customer service. I logged my query and uploaded a photo via Dunlops online chat. Chatted to Sibusisu who indicated that he would refer my query to their technical team. Within an hour, I got a call from Roland Naidoo. Unfortunately, I was busy at the time and could not take his call. He then sent me an email, as he could not make contact with me. I eventually spoke to Roland who allayed my fears of the tyre being defective. Absolutely awesome customer service from Dunlop. :) Thanks Roland.
53 replies
50 months ago
Dunlop Tyre Query
Purchased 2 new Dunlop tyres. Noticed that there were two markings from sidewall to sidewall across the thread. Gives the impression that there are joins in the outer casing. I did not go back to the dealer I purchased the tyres from, Sunset Tyres, as I lost trust with them due to bad business ethics and customer service. I logged my query and uploaded a photo via Dunlops online chat. Chatted to Sibusisu who indicated that he would refer my query to their technical team. Within an hour, I got a call from Roland Naidoo. Unfortunately, I was busy at the time and could not take his call. I eventually spoke to Roland who allayed my fears of the tyre being defective. Absolutely awesome customer service from Dunlop. :) Thanks Roland.
0 replies
53 months ago
Awesome service from Discovery Insure - Cancellations Department
Just cancelled my Vehicle Insurance Policy. Thanks to Mathibedi Chueu for making this a painless experience. Efficient, courteous, helpful and friendly service. Thank you Mathibedi.
53 replies
58 months ago
Extremely disappointing service from the Automobile Association
I purchased an AA battery on 26/06/2020. On three occasions, having not driven my vehicle for 3-5 days, the battery lost its charge. On the first occasion, Friday 5th February 2021, your technician Vemal advised me to have the battery checked by the supplier should this happen again as AA batteries are of a good quality. On Saturday 8th May 2021, the battery again lost its charge after 5 days of having the vehicle parked. The AA arranged for a third party to have it charged. On Wednesday 7th July 2021, the battery again lost its charge after not driving the vehicle for 3 days. I again contacted the AA. I explained the issue and also related Vimal’s comments to the technician who arrived. I requested that the battery be taken to the supplier to be tested. The technician offered a loan battery. However, as I was not using the vehicle during the week, I informed him that this was not necessary. He indicated that he as he is going on leave and would hand over to Vimal. Due to the unrest during the week of 12th July and knowing that AA vehicles would be off the road, I did not follow up on progress. On Monday morning 19th July, I called the AA to enquire the status of my incident. I was informed that the technician who assisted me was still on leave. He had left the receipt in the vehicle. and a technician would collect the battery as soon as he comes on shift. This was a no show. On Tuesday morning 20th July, I again called the AA. The agent I spoke to transferred me to dispatch. The lady I spoke to from dispatch informed me that she would escalate the incident with her supervisors and call me back in 5 to 10 minutes. I received no call. I again called the AA. The agent informed that she would send an email to dispatch enquiring on the status. Again, I received no feedback. My car was without a battery from 07th July, and I began to panic as I was required to go to work on Wednesday. I again called the AA and spoke to Elton. Elton informed me that he would request the agent who I spoke to earlier on in the morning to call me. I received the call and was immediately patched to your Technician Trevor. Thanks to Trevor, he was the only one who made an effort to resolve the issue. He gave me his cell number and asked that I call him at 7.30 the following morning. Called him on the morning of Wednesday 21st July. He was at my home with the charged battery at 8.30 AM. Extremely disappointing service from the AA. After this experience, I fear the day when I have a breakdown on the road and request AA assistance. However, I must thank your Technician Trevor for saving the day.
53 replies
Review Distribution
5 Star
6 (46.15384615384615%)
4 Star
1 (7.6923076923076925%)
3 Star
0 (0%)
2 Star
0 (0%)
1 Star
6 (46.15384615384615%)