Concern about a refund

I am writing to express my serious concern regarding the ongoing delay in processing my refund from Old Mutual.

I was contacted by a sales agent, Sibusiso Mabaso, who offered me a car insurance policy. I indicated that I was interested; however, I clearly stated that I was currently insured with Santam and would only proceed with the Old Mutual policy once my existing policy had been cancelled. I also requested assistance with cancelling my current policy, and the agent confirmed that this would be arranged via email.

I was later informed that, prior to activating the policy, I would need to take my vehicle to the nearest Autoboys for inspection. This was to be completed before the policy could come into effect.

A debit order mandate was subsequently sent to me, which I did not approve, as I had not yet agreed to proceed with the policy.

Despite this, an amount was debited from my account at the end of January without my authorisation. I immediately contacted Mr Mabaso to explain the situation and provided a screenshot from my banking app indicating the debit date. He then transferred me to a consultant in the refunds department, who assured me that the refund would be processed within three to five working days and that there was no need for further follow-up.

However, after a week had passed without receiving the refund, I contacted Mr Mabaso again to enquire about the status. He informed me that there had been system issues, resulting in delays. Thereafter, my attempts to follow up were unsuccessful, and I was unable to reach him.

To date, I am still awaiting my refund.

I kindly request urgent assistance in resolving this matter.