Bad Service and Unexpected increases
Old mutaul increased my policy with more than 35% without sending a notice. They sent an e mail to inform member regarding increase, but not how much. They then state on the e mail member must go to digital platforms as the app to view increase. App does not work, does not open any letters. This way, I had no idea they increased with 30% on top of the annual 5% as stated in my policy. After numerous e mails they send me the increase letter, by which time the increase is allready activated as debit order. Now after 2 months of struggling they still did not down size this policy as asked. The lady at the Old Mutual branch Secuna also did not help, although I went into the office and then called numerous times She did not call back as promised. She stated she normally asks R350 to help customers, and just ignored all my requests. After 20 years of paying a policy , this happens, how are my children going to suffer to get this payout for my funeral if they do not even follow up on requests for 2 months ?
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Replies (10)0
Replies (10)
Old Mutual's replyOfficial
15 Jan 2025, 06:10Hello Ronell R, thank you for reaching out and sharing your experience with us. We sincerely apologise for the frustration and inconvenience you've encountered regarding your policy increase and the challenges with our digital platforms.
We understand how important it is for you to have clear communication about your policy changes, especially after being a loyal member for 20 years, and we regret that our service did not meet your expectations.
Please know that your concerns are being taken seriously. We are committed to resolving this matter for you as quickly as possible.
One of our complaint assessors will be reaching out to you.We want to ensure that your requests are addressed and that you receive the assistance you deserve.
Thank you for your patience, and we look forward to making this right.
Best regards,
Old Mutual Complaints Management
We understand how important it is for you to have clear communication about your policy changes, especially after being a loyal member for 20 years, and we regret that our service did not meet your expectations.
Please know that your concerns are being taken seriously. We are committed to resolving this matter for you as quickly as possible.
One of our complaint assessors will be reaching out to you.We want to ensure that your requests are addressed and that you receive the assistance you deserve.
Thank you for your patience, and we look forward to making this right.
Best regards,
Old Mutual Complaints Management
Old Mutual's reply15 Jan 2025, 06:10
Official
Hello Ronell R, thank you for reaching out and sharing your experience with us. We sincerely apologise for the frustration and inconvenience you've encountered regarding your policy increase and the challenges with our digital platforms.
We understand how important it is for you to have clear communication about your policy changes, especially after being a loyal member for 20 years, and we regret that our service did not meet your expectations.
Please know that your concerns are being taken seriously. We are committed to resolving this matter for you as quickly as possible.
One of our complaint assessors will be reaching out to you.We want to ensure that your requests are addressed and that you receive the assistance you deserve.
Thank you for your patience, and we look forward to making this right.
Best regards,
Old Mutual Complaints Management
We understand how important it is for you to have clear communication about your policy changes, especially after being a loyal member for 20 years, and we regret that our service did not meet your expectations.
Please know that your concerns are being taken seriously. We are committed to resolving this matter for you as quickly as possible.
One of our complaint assessors will be reaching out to you.We want to ensure that your requests are addressed and that you receive the assistance you deserve.
Thank you for your patience, and we look forward to making this right.
Best regards,
Old Mutual Complaints Management
's updateReviewer Update
16 Jan 2025, 14:13Old Mutual DO HAVE my e-mail adress, as well as several e-mails send to serviceoldmutual, greenlightoldmutual, now it counts to 11 e mails with NO feed back.
I received one mail this morning , an agent DEYSEL. a reply to my request to downzise the policy, and the agent asks meif I want a quote for a business???
SO, either this agent can not read English, or Old Mutual refuses to downzise.
The financial planner used for this policy emigrated,, and Old Mutual refuses to help.
I received one mail this morning , an agent DEYSEL. a reply to my request to downzise the policy, and the agent asks meif I want a quote for a business???
SO, either this agent can not read English, or Old Mutual refuses to downzise.
The financial planner used for this policy emigrated,, and Old Mutual refuses to help.
's update16 Jan 2025, 14:13
Reviewer Update
Old Mutual DO HAVE my e-mail adress, as well as several e-mails send to serviceoldmutual, greenlightoldmutual, now it counts to 11 e mails with NO feed back.
I received one mail this morning , an agent DEYSEL. a reply to my request to downzise the policy, and the agent asks meif I want a quote for a business???
SO, either this agent can not read English, or Old Mutual refuses to downzise.
The financial planner used for this policy emigrated,, and Old Mutual refuses to help.
I received one mail this morning , an agent DEYSEL. a reply to my request to downzise the policy, and the agent asks meif I want a quote for a business???
SO, either this agent can not read English, or Old Mutual refuses to downzise.
The financial planner used for this policy emigrated,, and Old Mutual refuses to help.
's updateReviewer Update
16 Jan 2025, 14:18 Good day, R. van Rensburg,
Thank you for your email, and apologies for any inconvenience caused by the delay in completing this transaction.
To better understand your current status, could you please confirm whether you were asked to submit a request for an existing business quote to be sent? If so, did you receive and sign the quote?
Thank you.
So this was their reply when the e-mails asked for my greenlight policy to be downsizes as the premium is to hight. So does the agent even understand English?
Thank you for your email, and apologies for any inconvenience caused by the delay in completing this transaction.
To better understand your current status, could you please confirm whether you were asked to submit a request for an existing business quote to be sent? If so, did you receive and sign the quote?
Thank you.
So this was their reply when the e-mails asked for my greenlight policy to be downsizes as the premium is to hight. So does the agent even understand English?
's update16 Jan 2025, 14:18
Reviewer Update
Good day, R. van Rensburg,
Thank you for your email, and apologies for any inconvenience caused by the delay in completing this transaction.
To better understand your current status, could you please confirm whether you were asked to submit a request for an existing business quote to be sent? If so, did you receive and sign the quote?
Thank you.
So this was their reply when the e-mails asked for my greenlight policy to be downsizes as the premium is to hight. So does the agent even understand English?
Thank you for your email, and apologies for any inconvenience caused by the delay in completing this transaction.
To better understand your current status, could you please confirm whether you were asked to submit a request for an existing business quote to be sent? If so, did you receive and sign the quote?
Thank you.
So this was their reply when the e-mails asked for my greenlight policy to be downsizes as the premium is to hight. So does the agent even understand English?
's updateReviewer Update
20 Jan 2025, 14:59I can not understand why you ignore my requests for months and now one week on Hello Peter ?
Why do you REFUSE to downsize my policy for a lesser amount? I hope the public reads this and understand NOT TO take out any policies with you.
Why do you REFUSE to downsize my policy for a lesser amount? I hope the public reads this and understand NOT TO take out any policies with you.
's update20 Jan 2025, 14:59
Reviewer Update
I can not understand why you ignore my requests for months and now one week on Hello Peter ?
Why do you REFUSE to downsize my policy for a lesser amount? I hope the public reads this and understand NOT TO take out any policies with you.
Why do you REFUSE to downsize my policy for a lesser amount? I hope the public reads this and understand NOT TO take out any policies with you.
Old Mutual's replyOfficial
20 Jan 2025, 15:32Good day Ronell,
We can confirm that our team has been in contact with you on [insert date] and is attending to your request. We sincerely apologise for any inconvenience or frustration you may have experienced and assure you that we are committed to resolving your concerns.
Thank you for bringing this to our attention.
Regards,
Old Mutual Complaints Management
We can confirm that our team has been in contact with you on [insert date] and is attending to your request. We sincerely apologise for any inconvenience or frustration you may have experienced and assure you that we are committed to resolving your concerns.
Thank you for bringing this to our attention.
Regards,
Old Mutual Complaints Management
Old Mutual's reply20 Jan 2025, 15:32
Official
Good day Ronell,
We can confirm that our team has been in contact with you on [insert date] and is attending to your request. We sincerely apologise for any inconvenience or frustration you may have experienced and assure you that we are committed to resolving your concerns.
Thank you for bringing this to our attention.
Regards,
Old Mutual Complaints Management
We can confirm that our team has been in contact with you on [insert date] and is attending to your request. We sincerely apologise for any inconvenience or frustration you may have experienced and assure you that we are committed to resolving your concerns.
Thank you for bringing this to our attention.
Regards,
Old Mutual Complaints Management
's updateReviewer Update
20 Jan 2025, 17:00Good day, your team has not been in contact with me. On what date and time?
's update20 Jan 2025, 17:00
Reviewer Update
Good day, your team has not been in contact with me. On what date and time?
Old Mutual's replyOfficial
20 Jan 2025, 17:05Hello, we note an email which was sent to you on the 17th of January.
Old Mutual's reply20 Jan 2025, 17:05
Official
Hello, we note an email which was sent to you on the 17th of January.
Old Mutual's replyOfficial
20 Jan 2025, 17:06At 08:45 am.
Old Mutual's reply20 Jan 2025, 17:06
Official
At 08:45 am.
's updateReviewer Update
21 Jan 2025, 20:25This is a lie.
NO E MAIL FROM OLD MUTUAL ON 17 JAN.
SEND IT AGAIN, AS WE CAN SEE IF IT WAS SENT ON 17 ALSO. IT WILL SHOW ON THE MAIL.
THIS COMPANY IS MAKING MONEY OUT OF INNOCENT PEOPLE.
ARE YOU GOING TO ALSO LIE WHEN I DIE AND MY CHILDREN NEED THE MONEY TO BURY ME?
I will not stop posting on social media until you revise this policy as asked since November 2024.The lies on Hello Peter wont help.
NO E MAIL FROM OLD MUTUAL ON 17 JAN.
SEND IT AGAIN, AS WE CAN SEE IF IT WAS SENT ON 17 ALSO. IT WILL SHOW ON THE MAIL.
THIS COMPANY IS MAKING MONEY OUT OF INNOCENT PEOPLE.
ARE YOU GOING TO ALSO LIE WHEN I DIE AND MY CHILDREN NEED THE MONEY TO BURY ME?
I will not stop posting on social media until you revise this policy as asked since November 2024.The lies on Hello Peter wont help.
's update21 Jan 2025, 20:25
Reviewer Update
This is a lie.
NO E MAIL FROM OLD MUTUAL ON 17 JAN.
SEND IT AGAIN, AS WE CAN SEE IF IT WAS SENT ON 17 ALSO. IT WILL SHOW ON THE MAIL.
THIS COMPANY IS MAKING MONEY OUT OF INNOCENT PEOPLE.
ARE YOU GOING TO ALSO LIE WHEN I DIE AND MY CHILDREN NEED THE MONEY TO BURY ME?
I will not stop posting on social media until you revise this policy as asked since November 2024.The lies on Hello Peter wont help.
NO E MAIL FROM OLD MUTUAL ON 17 JAN.
SEND IT AGAIN, AS WE CAN SEE IF IT WAS SENT ON 17 ALSO. IT WILL SHOW ON THE MAIL.
THIS COMPANY IS MAKING MONEY OUT OF INNOCENT PEOPLE.
ARE YOU GOING TO ALSO LIE WHEN I DIE AND MY CHILDREN NEED THE MONEY TO BURY ME?
I will not stop posting on social media until you revise this policy as asked since November 2024.The lies on Hello Peter wont help.
Old Mutual's replyOfficial
22 Jan 2025, 00:42Good day Ronell,
We note your comments, please be advised that this matter is been attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
We note your comments, please be advised that this matter is been attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
Old Mutual's reply22 Jan 2025, 00:42
Official
Good day Ronell,
We note your comments, please be advised that this matter is been attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
We note your comments, please be advised that this matter is been attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management