On the 05th Dec i called Old Mutual Pencare group to change bank details and also get the Certificate of Existance form. I spoke to a consultant named Thembisa who wasnt friendly at all and placed me on hold for every question I had for her. After giving her our profile reference number and she did a security check she placed me on hold to check what she called a gaurdianship letter. Now I`m confused becaused I have been receiving payments for my youngest sister for our late mothers pension fund for 7years now and have never been asked for gaurdianship letters. What me off the most is how she handled me on the phone, she kept talking over me and when I asked for her team leader, I was placed on hold for about 10minutes.
Eventualy when the team leader decided to attend me she also has lack of knowledge and advised to give me a call back because she too doesnt have answers.
Now, I`m realy dissapointed at the quality of staff that Old mutual has and the service is absolutely appaling. Please can someone competent enough give me call back and assist with change of bank details and certificate of existance urgently.
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