We received a phonecall from Old Mutual stating that we could cash in our existing policy and reinstate the policy after payment at an additional monthly fee. We were asked to email all the necessary documentation and did so on 25 February 2013. After not getting feedback from Old Mutual we phoned again after a week and werectold that they never received the email. Which is impossible as we received a read receipt for the email. We then emailed the documentation for a second time. After a week without any response from Old Mutual we contacted them again. The reply we got on the phone was that they did not receive all the documentation that they need to process the payment. Why cant these people just pick up the phone and contact their clients, or even send an email? After another disappointing experience with Olda Mutuals staff on the phone, we faxed the documentation on 11 March 2013. After faxing the documentation we still received no feedback from these people. On 15 February we contacted the call centre again to try and get feedback. Still no correspondance from them. Absolutely pathetic service. This company has terrible customer service.
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