BD
Bongani D
1 reviews | Active since Jun 2021
31 May 2024, 17:57
69345SB***4
Hello Peter
Please assist with the below mail sent already to oldmutual complaint department.
Greetings
Below email was sent to me today after I have made so many attempts to fix this policy number 9214 see on the below mails sent. After this complain I was sent an sms to pay R8921.65 before 15 June 2024 and which I quired and I was sent another sms to pay R5647. 23 before 16 June 2024 which I did on the 26 May 2024. I have made so many attempts telephonically and going to the branches and I kept on getting inconsistent assistant from your employees and I was doing as they advice and the feedback from head office was so slow aswell to sort out this quiry. This policy status was on pending lapse but was paying and my premiums were kept on reserve if I I was paying over the premiums but the reference were correct. I invested so much on this policies to bury my families with dignity and deserve pay out. I took responsibility to make sure this policy was updated you can check on your records. According to the sms from your I still had grace periods. I need to pay money from the people who borrowed money to add on the payout which was not enough and I was expecting money from this policy. Your assistant will be highly expected.
Old Mutual. To complete your request on 69345SB***4 we need you proof of cash payment made after 16/02/2024 and before date of death. according to our records policy lapsed 03/04/2024.. You can submit the document(s) via WhatsApp using https://www.oldmutual.co.za/waupload, or Fax +*** or Email *** Quote this Old Mutual: Mr Bongani Dlamini. Thank you for providing the information to complete your request on 69345SB***4. The payments made was not enough to bring it up to date and lapsed again 16/02/2024, it is paid to end September 2023. There is a balance available of R901.61 and the prem is R1 637.21. Please make a cash payment of R8 921.65 which is payable before 15 June 2024. Tel ***. Ref CEA***. FSP&Ins. T&Cs: CEB***. FSP&Ins. T&Cs
Old Mutual. MR Bongani Dlamini. Dear Valued Customer, kindly note to reinstate your policy an additional amount of R5647.23 is needed due by 16/06/2024. Please make payment into the following STANDARD BANK A/C NUMBER: ***_REF NO: 69345SB***4 and submit proof of payment at the branch. Thank you. Tel ***. Quote this ***. FSP&Ins. T&Cs
Get Outlook for Android From: bongani dlamini <***> Sent: Wednesday, April 17, 2024 11:08:46 AM To: *** <***> Subject: Fw:69345SB***4
Greetings
ID ***
I made a follow on the 2 policies on the 2nd April 2024 and only policy nr end with 5275 was sorted because I paid outstanding amount. I was advice not to pay for policy ending with 9214 because I have an suspended amount of +/- R9000 which will be distributed to 69345SB***4. On Monday 15/04/24 both these policy were showing on my Old mutual app but to my surprise yesterday when I wanted to follow up on the policy which I canceled on the app because it was open without my knowledge I found that policy 69345SB***4 was removed on the app and ***still exist.
Please investigate what caused this.
Below are the feedbacks with reference for all requests.
Old Mutual: Dear MR Bongani Dlamini Your request is in progress. If you need assistance, please contact our Call Centre on ***. Quote policy 69668P***,69345SB***4 Regards . Ref CEB***4. FSP&Ins. T&Cs
Old Mutual. MR Bongani Dlamini. Dear Valued Customer Kindly be informed that we are busy with your request and feedback will be provided shortly.. Tel ***. Quote this ***. FSP&Ins. T&Cs
Old Mutual: BONGANI DLAMINI. Thank you for providing the information to complete your request on ***. We confirm that your policy has been cancelled, effective date 01/05/2024. Tel ***. Ref CED***9. FSP&Ins. T&Cs
Regards
Bongani
Helpful (0)
Replies (5)0
Replies (5)
Old Mutual's replyOfficial
31 May 2024, 18:01Good day Bongani
We received your review.
I apologise for your service experience. I will investigate the matter and contact you directly should we require additional information.
Regards
Delia Smit
Old Mutual Complaints Management
We received your review.
I apologise for your service experience. I will investigate the matter and contact you directly should we require additional information.
Regards
Delia Smit
Old Mutual Complaints Management
Best regards,
Old Mutual's reply31 May 2024, 18:01
Official
Good day Bongani
We received your review.
I apologise for your service experience. I will investigate the matter and contact you directly should we require additional information.
Regards
Delia Smit
Old Mutual Complaints Management
We received your review.
I apologise for your service experience. I will investigate the matter and contact you directly should we require additional information.
Regards
Delia Smit
Old Mutual Complaints Management
Best regards,
BD
Hello Peter/Oldmutual
Below is the outcome from my complaint and as I have mentioned on my review is that the feedback from oldmutual is inconsistent the feedback from sms and emails they are not corresponding and
I was responsive based on sms which clearly stated my grace period was until 16 June and it never said before 16 February 2024. I did made payment of R5647.23 based on the latest sms and if they were consistent on their feedbacks on both email and sms this issues could have be resolved. I have been loyal to Oldmutual and I'm very disappointed, I believe we can settle this matter fairly so that I can atleast pay outstanding amount of the money borrowed during preparation of this funeral in expectation that the policy will be payout.
Good day Bongani Dlamini
Thank you for giving Old Mutual the opportunity to investigate your complaint.
To complete your Funeral claim request on 69345SB***4 we need you proof of cash payment made after 16/02/2024 and before date of death:26/05/2024 as we have send the attached e-mail in oder for you to pay the arrear premiums.
I sincerely apologise on behalf of Old Mutual for any inconvenience caused.
If your complaint has not been resolved to your satisfaction, you may refer it to the Internal Arbitrator,
E-mail: ***
If you are still dissatisfied, you may send your complaint to the relevant Ombudsman:Kind regardsTONDANI MAMATHOSenior Administrator I CCS Complaints (Branches)
Mutualpark, Pinelands
E. *** I R. [MFCCB***]
www.oldmutual.co.za I | | facebook.com/OldMutualSA I | | @OldMutualSA
Good day Bongani Dlamini
Thank you for giving Old Mutual the opportunity to investigate your complaint.
Due to non-payment of premiums in August ,September,October,November and December 2023,Policy 69345SB***4 and policy has lapse on 16/02/2024.Please make arrangement to pay the 3 months arrear premiums(R1,637.21 x3 =R4,911.63) in order for us to reinstate the policy.
There is an amount of R901.61 on suspense of the policy and in order for us to apply to policy,we will require payment of R735.60 to make a total premium amount required on policy- R1,637.21.
@OM Serv Complaints,please assist the customer with policy ***.
I sincerely apologise on behalf of Old Mutual for any inconvenience caused.
If your complaint has not been resolved to your satisfaction, you may refer it to the Internal Arbitrator,
E-mail: ***
If you are still dissatisfied, you may send your complaint to the relevant Ombudsman:Kind regardsTONDANI MAMATHOSenior Administrator I CCS Complaints (Branches)
Mutualpark, Pinelands
E. *** I R. [MFCCB***]
www.oldmutual.co.za I | | facebook.com/OldMutualSA I | | @OldMutualSA
Bongani D's updateReviewer Update
10 Jun 2024, 11:50Hello Peter/Oldmutual
Below is the outcome from my complaint and as I have mentioned on my review is that the feedback from oldmutual is inconsistent the feedback from sms and emails they are not corresponding and
I was responsive based on sms which clearly stated my grace period was until 16 June and it never said before 16 February 2024. I did made payment of R5647.23 based on the latest sms and if they were consistent on their feedbacks on both email and sms this issues could have be resolved. I have been loyal to Oldmutual and I'm very disappointed, I believe we can settle this matter fairly so that I can atleast pay outstanding amount of the money borrowed during preparation of this funeral in expectation that the policy will be payout.
Good day Bongani Dlamini
Thank you for giving Old Mutual the opportunity to investigate your complaint.
To complete your Funeral claim request on 69345SB***4 we need you proof of cash payment made after 16/02/2024 and before date of death:26/05/2024 as we have send the attached e-mail in oder for you to pay the arrear premiums.
I sincerely apologise on behalf of Old Mutual for any inconvenience caused.
If your complaint has not been resolved to your satisfaction, you may refer it to the Internal Arbitrator,
E-mail: ***
If you are still dissatisfied, you may send your complaint to the relevant Ombudsman:Kind regardsTONDANI MAMATHOSenior Administrator I CCS Complaints (Branches)
Mutualpark, Pinelands
E. *** I R. [MFCCB***]
www.oldmutual.co.za I | | facebook.com/OldMutualSA I | | @OldMutualSA
Good day Bongani Dlamini
Thank you for giving Old Mutual the opportunity to investigate your complaint.
Due to non-payment of premiums in August ,September,October,November and December 2023,Policy 69345SB***4 and policy has lapse on 16/02/2024.Please make arrangement to pay the 3 months arrear premiums(R1,637.21 x3 =R4,911.63) in order for us to reinstate the policy.
There is an amount of R901.61 on suspense of the policy and in order for us to apply to policy,we will require payment of R735.60 to make a total premium amount required on policy- R1,637.21.
@OM Serv Complaints,please assist the customer with policy ***.
I sincerely apologise on behalf of Old Mutual for any inconvenience caused.
If your complaint has not been resolved to your satisfaction, you may refer it to the Internal Arbitrator,
E-mail: ***
If you are still dissatisfied, you may send your complaint to the relevant Ombudsman:Kind regardsTONDANI MAMATHOSenior Administrator I CCS Complaints (Branches)
Mutualpark, Pinelands
E. *** I R. [MFCCB***]
www.oldmutual.co.za I | | facebook.com/OldMutualSA I | | @OldMutualSA
BD
Bongani D's update10 Jun 2024, 11:50
Reviewer Update
Hello Peter/Oldmutual
Below is the outcome from my complaint and as I have mentioned on my review is that the feedback from oldmutual is inconsistent the feedback from sms and emails they are not corresponding and
I was responsive based on sms which clearly stated my grace period was until 16 June and it never said before 16 February 2024. I did made payment of R5647.23 based on the latest sms and if they were consistent on their feedbacks on both email and sms this issues could have be resolved. I have been loyal to Oldmutual and I'm very disappointed, I believe we can settle this matter fairly so that I can atleast pay outstanding amount of the money borrowed during preparation of this funeral in expectation that the policy will be payout.
Good day Bongani Dlamini
Thank you for giving Old Mutual the opportunity to investigate your complaint.
To complete your Funeral claim request on 69345SB***4 we need you proof of cash payment made after 16/02/2024 and before date of death:26/05/2024 as we have send the attached e-mail in oder for you to pay the arrear premiums.
I sincerely apologise on behalf of Old Mutual for any inconvenience caused.
If your complaint has not been resolved to your satisfaction, you may refer it to the Internal Arbitrator,
E-mail: ***
If you are still dissatisfied, you may send your complaint to the relevant Ombudsman:Kind regardsTONDANI MAMATHOSenior Administrator I CCS Complaints (Branches)
Mutualpark, Pinelands
E. *** I R. [MFCCB***]
www.oldmutual.co.za I | | facebook.com/OldMutualSA I | | @OldMutualSA
Good day Bongani Dlamini
Thank you for giving Old Mutual the opportunity to investigate your complaint.
Due to non-payment of premiums in August ,September,October,November and December 2023,Policy 69345SB***4 and policy has lapse on 16/02/2024.Please make arrangement to pay the 3 months arrear premiums(R1,637.21 x3 =R4,911.63) in order for us to reinstate the policy.
There is an amount of R901.61 on suspense of the policy and in order for us to apply to policy,we will require payment of R735.60 to make a total premium amount required on policy- R1,637.21.
@OM Serv Complaints,please assist the customer with policy ***.
I sincerely apologise on behalf of Old Mutual for any inconvenience caused.
If your complaint has not been resolved to your satisfaction, you may refer it to the Internal Arbitrator,
E-mail: ***
If you are still dissatisfied, you may send your complaint to the relevant Ombudsman:Kind regardsTONDANI MAMATHOSenior Administrator I CCS Complaints (Branches)
Mutualpark, Pinelands
E. *** I R. [MFCCB***]
www.oldmutual.co.za I | | facebook.com/OldMutualSA I | | @OldMutualSA
Old Mutual's replyOfficial
10 Jun 2024, 11:57Good day Bongani
I am still investigating this matter and will provide you with feedback via email.
Regards
Delia Smit
Old Mutual Complaints Management
I am still investigating this matter and will provide you with feedback via email.
Regards
Delia Smit
Old Mutual Complaints Management
Best regards,
Old Mutual's reply10 Jun 2024, 11:57
Official
Good day Bongani
I am still investigating this matter and will provide you with feedback via email.
Regards
Delia Smit
Old Mutual Complaints Management
I am still investigating this matter and will provide you with feedback via email.
Regards
Delia Smit
Old Mutual Complaints Management
Best regards,
BD
Greetings Delia
Thank you for the detailed feedback below, as I have mentioned on my reviews that if it was not about inconsistent service from branches and online feedbacks on my request to resolve this policy. I also deserve that all premiums paid on this policy to be refunded as well based on the experience from oldmutual.
Regards
Bongani
Good day Bongani
Attached is a premium statement reflecting all premiums paid and premiums missed on policy 69345SB***4. Please use your ID number to open the attachment.
The below sms was sent to *** on 25 April 2024:
"Old Mutual: Mr Bongani Dlamini. Thank you for providing the information to complete your request on 69345SB***4. The payments made was not enough to bring it up to date and lapsed again 16/02/2024, it is paid to end September 2023. There is a balance available of R901.61 and the prem is R1 637.21. Please make a cash payment of R8 921.65 which is payable before 15 June 2024. Tel ***. Ref CEA***. FSP&Ins."
As at 25 April 2024, premiums had not been received for the below months:
March 2022
January 2023
October 2023
December 2023
February 2024
March 2024
There was also a credit of R901.61 on the policy.
The amount of R8 921.65 was therefore made up as follows: R1 637.21 x 6 - R901.61
Payment of the above amount would have brought the policy fully up to date.
On 17 May 2024, the below sms was sent to you:
"Old Mutual. MR Bongani Dlamini. Dear Valued Customer, kindly note to reinstate your policy an additional amount of R5647.23 is needed due by 16/06/2024. Please make payment into the following STANDARD BANK A/C NUMBER: ***_REF NO: 69345SB***4 and submit proof of payment at the branch. Thank you. Tel ***. Quote this ***. FSP&Ins"
At this time, the premium for May 2024 was also unpaid, in addition to the months provided above, making the total number of premiums not paid equal to 7 premiums. Three automatic premium holidays had been granted in respect of 3 of these 7 unpaid premiums. Repayment of any automatic premium holidays is optional.
The amount of R5 647.23 was therefore made up of unpaid premiums not covered by automatic premium, as follows:
R1 637.21 x 4 - R901.61
Payment of the amount of R5 647.23 would have only paid for the unpaid premiums not covered by the premium holidays.
The debit order was lodged for the last day of each month, with effect from 31 January 2024. As reflected on the premium statement, only the January 2024 premium was successfully received. The debit order was automatically cancelled after two consecutive debit orders (February 2024 and March 2024) were returned unpaid by your bank, due to insufficient funds.
As a result of the unpaid premiums, the policy lapsed with an effective date of 16 February 2024. For a policy to be reinstated and a claim to be considered, all outstanding premiums must be paid before the death of any life assured.
As the date of death on the death certificate was 26 May 2024 and the amount of R5 647.23 was paid on the same day that the life assured passed away, the claim on this policy is not payable.
The credit of R901.61 and the cash payment of R5 647.23 is therefore refundable to you.
I confirm that the refund is being processed and the funds will be available within 48-72 hours.
Kind regardsDELIA SMITSenior Administrator I OML Customer Complaints
Mutualpark, Pinelands
T. I E. *** I R. --OCM***7--
Old Mutual Limited is a proudly Level 1 empowerment contributor company in terms of the Amended BBBEE Financial Services Sector Code - Long-Term Insurance.Please see https://www.oldmutual.co.za/about/bee-and-bee-certificates to view our current BBBEE rating certificate.Please see https://www.oldmutual.co.za/disclaimer to read the Old Mutual legal notice.
Bongani D's updateReviewer Update
10 Jun 2024, 19:06Greetings Delia
Thank you for the detailed feedback below, as I have mentioned on my reviews that if it was not about inconsistent service from branches and online feedbacks on my request to resolve this policy. I also deserve that all premiums paid on this policy to be refunded as well based on the experience from oldmutual.
Regards
Bongani
Good day Bongani
Attached is a premium statement reflecting all premiums paid and premiums missed on policy 69345SB***4. Please use your ID number to open the attachment.
The below sms was sent to *** on 25 April 2024:
"Old Mutual: Mr Bongani Dlamini. Thank you for providing the information to complete your request on 69345SB***4. The payments made was not enough to bring it up to date and lapsed again 16/02/2024, it is paid to end September 2023. There is a balance available of R901.61 and the prem is R1 637.21. Please make a cash payment of R8 921.65 which is payable before 15 June 2024. Tel ***. Ref CEA***. FSP&Ins."
As at 25 April 2024, premiums had not been received for the below months:
March 2022
January 2023
October 2023
December 2023
February 2024
March 2024
There was also a credit of R901.61 on the policy.
The amount of R8 921.65 was therefore made up as follows: R1 637.21 x 6 - R901.61
Payment of the above amount would have brought the policy fully up to date.
On 17 May 2024, the below sms was sent to you:
"Old Mutual. MR Bongani Dlamini. Dear Valued Customer, kindly note to reinstate your policy an additional amount of R5647.23 is needed due by 16/06/2024. Please make payment into the following STANDARD BANK A/C NUMBER: ***_REF NO: 69345SB***4 and submit proof of payment at the branch. Thank you. Tel ***. Quote this ***. FSP&Ins"
At this time, the premium for May 2024 was also unpaid, in addition to the months provided above, making the total number of premiums not paid equal to 7 premiums. Three automatic premium holidays had been granted in respect of 3 of these 7 unpaid premiums. Repayment of any automatic premium holidays is optional.
The amount of R5 647.23 was therefore made up of unpaid premiums not covered by automatic premium, as follows:
R1 637.21 x 4 - R901.61
Payment of the amount of R5 647.23 would have only paid for the unpaid premiums not covered by the premium holidays.
The debit order was lodged for the last day of each month, with effect from 31 January 2024. As reflected on the premium statement, only the January 2024 premium was successfully received. The debit order was automatically cancelled after two consecutive debit orders (February 2024 and March 2024) were returned unpaid by your bank, due to insufficient funds.
As a result of the unpaid premiums, the policy lapsed with an effective date of 16 February 2024. For a policy to be reinstated and a claim to be considered, all outstanding premiums must be paid before the death of any life assured.
As the date of death on the death certificate was 26 May 2024 and the amount of R5 647.23 was paid on the same day that the life assured passed away, the claim on this policy is not payable.
The credit of R901.61 and the cash payment of R5 647.23 is therefore refundable to you.
I confirm that the refund is being processed and the funds will be available within 48-72 hours.
Kind regardsDELIA SMITSenior Administrator I OML Customer Complaints
Mutualpark, Pinelands
T. I E. *** I R. --OCM***7--
Old Mutual Limited is a proudly Level 1 empowerment contributor company in terms of the Amended BBBEE Financial Services Sector Code - Long-Term Insurance.Please see https://www.oldmutual.co.za/about/bee-and-bee-certificates to view our current BBBEE rating certificate.Please see https://www.oldmutual.co.za/disclaimer to read the Old Mutual legal notice.
BD
Bongani D's update10 Jun 2024, 19:06
Reviewer Update
Greetings Delia
Thank you for the detailed feedback below, as I have mentioned on my reviews that if it was not about inconsistent service from branches and online feedbacks on my request to resolve this policy. I also deserve that all premiums paid on this policy to be refunded as well based on the experience from oldmutual.
Regards
Bongani
Good day Bongani
Attached is a premium statement reflecting all premiums paid and premiums missed on policy 69345SB***4. Please use your ID number to open the attachment.
The below sms was sent to *** on 25 April 2024:
"Old Mutual: Mr Bongani Dlamini. Thank you for providing the information to complete your request on 69345SB***4. The payments made was not enough to bring it up to date and lapsed again 16/02/2024, it is paid to end September 2023. There is a balance available of R901.61 and the prem is R1 637.21. Please make a cash payment of R8 921.65 which is payable before 15 June 2024. Tel ***. Ref CEA***. FSP&Ins."
As at 25 April 2024, premiums had not been received for the below months:
March 2022
January 2023
October 2023
December 2023
February 2024
March 2024
There was also a credit of R901.61 on the policy.
The amount of R8 921.65 was therefore made up as follows: R1 637.21 x 6 - R901.61
Payment of the above amount would have brought the policy fully up to date.
On 17 May 2024, the below sms was sent to you:
"Old Mutual. MR Bongani Dlamini. Dear Valued Customer, kindly note to reinstate your policy an additional amount of R5647.23 is needed due by 16/06/2024. Please make payment into the following STANDARD BANK A/C NUMBER: ***_REF NO: 69345SB***4 and submit proof of payment at the branch. Thank you. Tel ***. Quote this ***. FSP&Ins"
At this time, the premium for May 2024 was also unpaid, in addition to the months provided above, making the total number of premiums not paid equal to 7 premiums. Three automatic premium holidays had been granted in respect of 3 of these 7 unpaid premiums. Repayment of any automatic premium holidays is optional.
The amount of R5 647.23 was therefore made up of unpaid premiums not covered by automatic premium, as follows:
R1 637.21 x 4 - R901.61
Payment of the amount of R5 647.23 would have only paid for the unpaid premiums not covered by the premium holidays.
The debit order was lodged for the last day of each month, with effect from 31 January 2024. As reflected on the premium statement, only the January 2024 premium was successfully received. The debit order was automatically cancelled after two consecutive debit orders (February 2024 and March 2024) were returned unpaid by your bank, due to insufficient funds.
As a result of the unpaid premiums, the policy lapsed with an effective date of 16 February 2024. For a policy to be reinstated and a claim to be considered, all outstanding premiums must be paid before the death of any life assured.
As the date of death on the death certificate was 26 May 2024 and the amount of R5 647.23 was paid on the same day that the life assured passed away, the claim on this policy is not payable.
The credit of R901.61 and the cash payment of R5 647.23 is therefore refundable to you.
I confirm that the refund is being processed and the funds will be available within 48-72 hours.
Kind regardsDELIA SMITSenior Administrator I OML Customer Complaints
Mutualpark, Pinelands
T. I E. *** I R. --OCM***7--
Old Mutual Limited is a proudly Level 1 empowerment contributor company in terms of the Amended BBBEE Financial Services Sector Code - Long-Term Insurance.Please see https://www.oldmutual.co.za/about/bee-and-bee-certificates to view our current BBBEE rating certificate.Please see https://www.oldmutual.co.za/disclaimer to read the Old Mutual legal notice.
Old Mutual's replyOfficial
11 Jun 2024, 09:21Good day Bongani
I have received your email and will respond to you via email.
I have received your email and will respond to you via email.
Best regards,
Old Mutual's reply11 Jun 2024, 09:21
Official
Good day Bongani
I have received your email and will respond to you via email.
I have received your email and will respond to you via email.
Best regards,