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Old Mutual review: Escalatin inconsistent information provided: jh otto dob - phd1415673:r /- helpdesk indiscrepancies. Delaying my proof of payment

MARISA01 of Germiston, ZA

Sep 08, 2023 4:42 am EDT

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Subject: Urgent Follow-Up on My Late Father's Estate Payment

Dear Old Mutual

I hope this email finds you well. I am writing to address a pressing matter regarding my late father's estate, which has caused me considerable frustration and confusion.

To provide some context, my brother and I promptly submitted the required documentation to Old Mutual in order to facilitate the processing of our inheritance. My brother received his payment on Wednesday, September 6, 2023, which was a welcome relief.

However, as of today, three days have elapsed, during which I have made numerous attempts via email and phone to gain clarity on the status of my payment, only to be met with evasive responses.

I find it baffling that my brother has been paid while I am still left in the dark, with no concrete information about when I can expect my payment.

In my interactions with the Old Mutual call center, I have encountered starkly contrasting attitudes. Yesterday, I spoke to a compassionate and diligent lady who went above and beyond to assist me, making me feel valued as a customer. Today, my experience was vastly different.

This morning, I engaged with a less than friendly representative who repeatedly insisted that my payment would take "2 to 3 days," without providing any further details or clarification. Despite my efforts to seek more information, her responses remained rigidly consistent. Frustrated by the lack of transparency, I requested to speak with her manager.

Upon receiving feedback from her manager, I was disheartened to discover that he reiterated the same response. I expressed my disbelief at the robotic and unhelpful nature of these responses, which left me feeling like I was conversing with a machine devoid of empathy or the desire to provide exceptional customer service. When I asked to speak to Thapelo, after receiving the message, the young woman told me he is in a meeting.

I was subsequently transferred to Kevin, who contradicted the information provided just minutes before by confirming that my payment had indeed been processed earlier in the day. This inconsistency raises concerns about the accuracy and reliability of the information I have received.

I requested proof of payment and a breakdown of the payment, but I have yet to receive any documentation, despite nearly an hour and a half having passed. This delay is disconcerting and leaves me with no choice but to question whether I have been misled about the payment's status.

Furthermore, I was informed that it would take "TWO TO THREE WORKING DAYS" for the payment to reflect in my account, which strikes me as unusual, as typical processing times are closer to two days. The suggestion that I should contact Kevin again on Monday at 3 PM if the payment has not reflected adds to my suspicion that Old Mutual may be intentionally delaying the process.

In light of these discrepancies and the lack of transparency, I cannot help but wonder if Old Mutual has indeed processed the payment or if I am being strung along with conflicting information. I kindly request that Old Mutual provide me with proof of payment and a detailed breakdown at your earliest convenience. You can send the documentation to [protected]@mail.com.

I apologize if my concerns are unwarranted, but I trust that Old Mutual will address this matter promptly and professionally to ensure transparency and customer satisfaction.

Thank you for your immediate attention to this pressing issue.

Sincerely,

Marisa

Desired outcome: POP - depicting payment WAS IN FACT made TODAY, as per information I received via teleconference this morning from OLD Mutual.

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