Old Mutual & Universal Call Centre: Policy Opened Without My Consent Using Incorrect Personal & Banking Details

I’m deeply concerned about the handling of a policy I allegedly took out with Old Mutual via Universal Call Centre in Pietermaritzburg, a policy I never app**** for, authorised, or was aware of until a courtesy call on 3 July 2025.

The agent, Eugene, claimed I was a loyal client for 5 years. I was confused, as I’ve never had any policy with Old Mutual. He emailed me documentation that listed my personal ID number, my ex-husband’s two vehicles (which are not registered to me), household contents, and banking details that belong to my ex-husband, under a falsified version of his name using my ****en surname (which was also spelled incorrectly). .

My ex-husband called to enquire why his account was being debited and was told they couldn’t speak to him because I was the policyholder. When I tried to get clarity, I was told I took out the policy in May 2021 and canceled in May 2024 due to emigration, which is untrue. They also claimed I renewed the policy afterward. These details are incorrect and suspicious.

Despite asking for the original call recordings, the only ones Universal Call Centre could retrieve were from 17 April 2025, long after the alleged inception of the policy. The broker listed on the documents, no longer works there. Since escalating the matter, my number has now been blocked, and I can no longer contact them directly.

Only a small portion of the funds deducted from my ex-husband’s account have been refunded. We are now left with no answers, no accountability, and incomplete records.

This experience has been incredibly stressful, and I urge Old Mutual and Universal Call Centre to take responsibility, cooperate transparently, and ensure this matter is resolved urgently and lawfully.