An unauthorised policy debit order running on my mom's account for plus minus 12 years

My mom "a whole pensioner" has a policy premium that is being debited from her account since October of 2012 for the amount of R43.30. This policy belongs to someone she does not know - neither did she authorize the debt order to run from her account.

After she discovered this abnormally, she reported the matter to me so that I can attend to it. I hold power of attorney on her account. I decided to go to ABSA Woodbridge and was assisted by Ayanda Makitla. She called the insurance section only to be told that they are unable to share the policy documentation with me as i am not the policy holder. Furthermore, that they need permission from policy holder to share the policy document with me. Albeit that they did not ask for permission from my mom to debit her account but we need a stranger's permission to have access to documentation on why we are where we are.

The attempt to reach the policy holder by phone was in vain. The commitment made was that the insurance section will call me for an update. What I was told was that the policy was taken over the phone and it looks like there is no paperwork on it. This was on the 18th of November 2024 when I was at the branch,

I was not called nor received any update on the matter and neither did my mom. I decided to go back to the branch yesterday 13th of Dec 2025 - almost 2 months later, only to be told that they will retrieve the telephonic call recording which will take 48 hours, in the meantime, ABSA unashamedly continues to debit my mom's account despite this pending matter.

The policy number is *** and i am again told for the 1st time that the policy was paid for in cash as in cash deposits prior to them starting with the debit from my mom's account. As to where (town/province) was the deposits was made - only the bank has knowledge of such.

i was assisted by the same consultant "Ayanda" when i went back to Woodbridge branch, Ayanda spoke to Sizakele Ngwenya and Mpumelelo Dube on the 13th of Jan 2025 to try and get more information n this matter.

I left the branch with the matter remaining unresolved. I have no faith that this will be attended to - once beaten twice shy. I encourage people to check their statements regularly to avoid a repeat of my mom's horrible experience.

i want the debit order cancelled from my mom's account with immediate effect and that all monies debited from her account from inception be credited back to her account as a matter of urgency. As to what happens to the policy - that is none of our business and remains the prerogative of ABSA.

A Disappointed Customer.