BILLING ERROR
<p>AT the end of July 2016 Old Mutual deducted R591.00 more than what they should have deducted from my policy. I have been email them regarding a refund since 4 August an dtill now I have not received my refund as yet. I keep email them and they just keep telling me that they are investigation it and they will get back to me. I called the office yesterday and the lady said to me that she will escalate the matter . I sent an email yesterday to follow up on the mattert and no one has gotten back to me. Since 4 AUgust and it is nearly end August and yet there has been no refund. This frustrating as this is not my fault but a fault on Old Mutual's side. Please I want my refund as promised. Policy nr. ********** 467030B1</p>
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Replies (9)
Old Mutual's replyOfficial
24 Aug 2016, 15:00Dear joyce-leeuw,
We are sorry to hear about the service you have experienced. We will investigate and contact you tomorrow. Thank you.
regards
Brent Sellidon
Complaints Management
Best regards,
Old Mutual's reply24 Aug 2016, 15:00
Official
Dear joyce-leeuw,
We are sorry to hear about the service you have experienced. We will investigate and contact you tomorrow. Thank you.
regards
Brent Sellidon
Complaints Management
Best regards,
's updateReviewer Update
26 Aug 2016, 13:29I got a call yesterday morning about my query. I was promised that I will get feedback on the above. I still have not gotten anything back as yet, No response or feedback and no refund
's update26 Aug 2016, 13:29
Reviewer Update
I got a call yesterday morning about my query. I was promised that I will get feedback on the above. I still have not gotten anything back as yet, No response or feedback and no refund
's updateReviewer Update
29 Aug 2016, 08:04Morning
I am still awaiting feedback on the matter
's update29 Aug 2016, 08:04
Reviewer Update
Morning
I am still awaiting feedback on the matter
Old Mutual's replyOfficial
29 Aug 2016, 11:06Good day Joyce
I am sorry that this has not been finalsied as yet.
I have escalated the matter and followed up this morning. I will provide feedback this afternoon.
Regards,
Brent Sellion
Best regards,
Old Mutual's reply29 Aug 2016, 11:06
Official
Good day Joyce
I am sorry that this has not been finalsied as yet.
I have escalated the matter and followed up this morning. I will provide feedback this afternoon.
Regards,
Brent Sellion
Best regards,
's updateReviewer Update
29 Aug 2016, 11:09Good day
This is now the third time I am being told that it will be escalated and nothing has happened. Thursday I was told that I would get feedback at the end of the day and that did not happen. Please now this is really frustrating to have ato wait the whole month for something to happen
's update29 Aug 2016, 11:09
Reviewer Update
Good day
This is now the third time I am being told that it will be escalated and nothing has happened. Thursday I was told that I would get feedback at the end of the day and that did not happen. Please now this is really frustrating to have ato wait the whole month for something to happen
Old Mutual's replyOfficial
30 Aug 2016, 08:51Good day Joyce
I have confirmation that we received a premium in July 2016 of R1,539.15 and we should have received R1,017.36.
I refer to your request and find that an amount of R521.79 was refunded on 02 August 2016 to your ABSA account ***).
Can you please confirm receipt?
Regards
Brent Sellidon
Best regards,
Old Mutual's reply30 Aug 2016, 08:51
Official
Good day Joyce
I have confirmation that we received a premium in July 2016 of R1,539.15 and we should have received R1,017.36.
I refer to your request and find that an amount of R521.79 was refunded on 02 August 2016 to your ABSA account ***).
Can you please confirm receipt?
Regards
Brent Sellidon
Best regards,
's updateReviewer Update
30 Aug 2016, 09:18Good day
I confirmed myBanking details on 11 August 2016 as the payment to the ABSA ACcount was rejected as per email send to me. I confirmed my details as
My banking details are as follows:
Name: Joyce Leeuw
Bank : Standard Bank
TOA : Cheque Account
Account nr: ***
Branch Nr: 051001
's update30 Aug 2016, 09:18
Reviewer Update
Good day
I confirmed myBanking details on 11 August 2016 as the payment to the ABSA ACcount was rejected as per email send to me. I confirmed my details as
My banking details are as follows:
Name: Joyce Leeuw
Bank : Standard Bank
TOA : Cheque Account
Account nr: ***
Branch Nr: 051001
's updateReviewer Update
30 Aug 2016, 09:25From: Joyce Leeuw
Sent: 11 August 2016 07:40 AM
To: 'GS Enquiries' <***>
Subject: RE: ***B1 LEEUW J - REF: --GSENQ***--
Good day
My banking details are as follows:
Name: Joyce Leeuw
Bank : Standard Bank
TOA : Cheque Account
Account nr: ***
Branch Nr: 051001
Regards
Joyce Leeuw
Assistant Officer: School for Financial Planning Law
Assistent Beampte: Skool vir Finansiele Beplanningsreg
Faculty / Fakulteit: Law / Regsgeleerdheid
PO Box / Posbus 339, Bloemfontein 9300, Republic of South Africa / Republiek van Suid-Afrika
***
***
***
From: GS Enquiries [mailto:***]
Sent: 05 August 2016 08:21 PM
To: Joyce Leeuw <***>
Subject: RE: ***B1 LEEUW J - REF: --GSENQ***--
Dear Joyce Leeuw
Thank you for your email of 4 August 2016.
Please can you confirm your banking details as the payment rejected.
Please note: To make sure we protect your personal information, should this email include Attachment(s), you need to open the document with your date of birth. Please use the format: YYYYMMDD. For example if your date of birth is 22 April 2016, you will enter ***2.
If you are unable to open the attachment or have any queries please call our Group Schemes Call Centre on ***. Their operating hours are: Monday to Friday from 07:30 to 17:00.
Rate My Service
's update30 Aug 2016, 09:25
Reviewer Update
From: Joyce Leeuw
Sent: 11 August 2016 07:40 AM
To: 'GS Enquiries' <***>
Subject: RE: ***B1 LEEUW J - REF: --GSENQ***--
Good day
My banking details are as follows:
Name: Joyce Leeuw
Bank : Standard Bank
TOA : Cheque Account
Account nr: ***
Branch Nr: 051001
Regards
Joyce Leeuw
Assistant Officer: School for Financial Planning Law
Assistent Beampte: Skool vir Finansiele Beplanningsreg
Faculty / Fakulteit: Law / Regsgeleerdheid
PO Box / Posbus 339, Bloemfontein 9300, Republic of South Africa / Republiek van Suid-Afrika
***
***
***
From: GS Enquiries [mailto:***]
Sent: 05 August 2016 08:21 PM
To: Joyce Leeuw <***>
Subject: RE: ***B1 LEEUW J - REF: --GSENQ***--
Dear Joyce Leeuw
Thank you for your email of 4 August 2016.
Please can you confirm your banking details as the payment rejected.
Please note: To make sure we protect your personal information, should this email include Attachment(s), you need to open the document with your date of birth. Please use the format: YYYYMMDD. For example if your date of birth is 22 April 2016, you will enter ***2.
If you are unable to open the attachment or have any queries please call our Group Schemes Call Centre on ***. Their operating hours are: Monday to Friday from 07:30 to 17:00.
Rate My Service
Old Mutual's replyOfficial
31 Aug 2016, 14:41Good day Ms Leeuw
The refund has been authorised and proof of payment e-mailed to you.
The funds could reflect in your account within the next 48 hbours.
We are sorry about the delays and inconvenience caused. We have sent a request to your pay office in order to pay only the correct amount to Old Mutual.
Kind regards
Brent Sellidon
Best regards,
Old Mutual's reply31 Aug 2016, 14:41
Official
Good day Ms Leeuw
The refund has been authorised and proof of payment e-mailed to you.
The funds could reflect in your account within the next 48 hbours.
We are sorry about the delays and inconvenience caused. We have sent a request to your pay office in order to pay only the correct amount to Old Mutual.
Kind regards
Brent Sellidon
Best regards,