Bad service and request for all premium refund.

Thank you very much for the rapid response, I really appreciate the warm conversation we had with the one of Old Mutual team.

However, take note that I want all premiums paid back and not one month premium for each policy as indicated on the phone.

I did not sign up with Old Mutual as a business deal where we will share money. I never had the intention of cancelling my policy with you one day. I was there till death.

Now, you do not deserve a single penny from my money because I cancelled my policy with you because of your bad service and poor communication from your financial advisors.

Take note that I have to start a new funeral fund scheme and still comply with all their waiting period, I was emotionally exhausted by your bad treatment and I also had to make time and use airtime shopping for a new service provider. If not for your bad service I will still be with you so I want all my money back, R3856 please.

Good morning

I will wait for your findings and response thereof.

At the moment, I am confirming repayment of all 1 month premium, the advanced debit orders and another 1 month premium as follows: mom 381 x1 month, myself and kids 366 x1 month premium , brother 91 x 2 moths premium and brother 81 x3 months premium. Total amount paid is R1174 and remaining being R2682.00. The money is reflecting in my bank account. Thank you.

I am very happy that you are handling my dissatisfaction as per your values: respect, trust, accountability, integrity and recognition of customer care.

I look forward to hearing from you soon and receiving outstanding premiums.

Thank you for the update and hope to hear from you soon.

Hi!

I thought by now you would have prioritised this matter and provided me with feedback of the investigation.

Up to date I still have not received the remaining R2682.00: mom’s premium R383.00 x3, myself and the kid’s premium R366.00 x3, brother R81.00x2, R91.00 x3.

I should be having all my money by now. I do not understand why the delay and no feedback whatsoever.

DIKELEDI TSELA

Thank you and noted.

You are a very dishonest woman Coleen Aanhizen and biased in your recordings finding. It is clear that you are in support of how your colleagues have treated me. Unfortunately this are the kind of behaviours that are not mentioned on your values.

Call on: 1/02/2023. The consultant was not only irritated but also did not advise me properly. Her tone was not welcoming, not warm and also not willing to assist. She basically did not advise me of anything.

Call on 2/02/2023. You are correct, the consultant confirmed that one premium for each policy of my brother R 81 and R91 will be debited on 4/02/2023 and NEVER advised that “it was too late to cancel the double deduction I have arranged for because you were already in the lead-time”. I AM HEARING THIS FOR THE FIRST TIME TODAY FROM YOU. She also did not even advise me of the fact that “instruction should be at least 4 days prior to the deduction”. THIS AS WELL IS NEW TO ME. You are very dishonest and biased in this regard.

Call 3: 06/02/2023. You are still not mentioning the important facts that were not highlighted to me by your consultant. Indeed I requested a refund because you debited more money in my bank account than what I have authorised and agreed upon with your representative on 02/02/2023.

You have not mentioned the fact that your consultant informed me that I will get my refund within 5 days, she did not advise me of any bank statement, copy of ID and the refund form that I have to complete and submit and any other directions thereof.

I got this information in pieces and it arrived to me on different dates and some after I have cancelled my policy with you. At that time of receiving additional requests I was expecting my refund. This is incompetency , inconvenience, irritating considering the experience you are having in handling funeral policies amongst others. One of my friends told me that it is only the name that is left but there is no good customer service one will receive from Old Mutual group scheme.

The 9 days clearance period was also not highlighted by the consultant and was shared with me after cancelling my policy with you. You are also not clearly stating that.

The refund reflected on the 10 th day after you have made special clearance and equally responding to Hellowpeter correspondence.

Indeed double deduction was requested by myself as I was told by one of your consultant that it is my responsibility to do that.

I am very disappointed, I believe I have mentioned how this whole situation has affected me and will affect me going forward. You are holding the following premiums: mom’s premium R383.00 x3, myself and the kid’s premium R366.00 x3, brother R81.00x2, R91.00 x3. I do not understand the criteria you have used and which months you have refunded.

What was the criteria used for the refund especially since you have refunded R81x3 months ( 2 months + refund) and the rest you have paid 383 x 1 month, 366x 1 month and 91 x 1 month + refund.

Your consultant has treated me with less respect and did not recognise me as a customer. She did all this without care and knowing that after premium have been paid I am the one who will loose should I cancel.

You have failed to give me all my money back and I would like to take the matter forward with ombudsman. I will continue to share my story with other people and so far I have not met a happy client under you. I am happy I have cancelled my cover with you and I can only hope nothing happens to my family during waiting period with my new service provider. I thought I will restore my policy with you after this but now I am certain I have not made a wrong choice by leaving Old Mutual group scheme.

The point is that your consultant has mistreated me until I had no choice but to cancel my policy.
Please, with due respect I want all premiums paid back in my account.
ALSO RESPOND TO THE OMBUDSMAN BECAUSE I HAVE REFERRED THE MATTER TO THEM.