Complaint!

To whom this may concern.

I am writing to complain about the poor service I received from your company. I have been a loyal client of your company for many years and has always thought highly of your services until recently.

On 5 February 2019, I was contacted by an Old Mutual representative, stating that my account is in arrears, that two of my funeral policies were deducted from someone else’s account. This, of course, was not my error, as I have submitted all necessary documents and a debit order request upon application and was always under the impression that all was well, as I have never received any queries until then. The caller explained that the reason I was not notified of this was that payment was being deducted from an unknown client’s account and therefore this issue was undetected until now. I was then told that I would have to repay premiums dating from September 2018, which I refuse. I was not advised of any of this prior to 5 February 2019, and it was not my error. On 5 and 8 March, I went to Old Mutual in Brackenfell to resubmit my details and attempted to resolve the issue. End of April 2019 I received another notice that my account is unpaid, this after my resubmission at Brackenfell - the staff at Brackenfell therefore proven to have failed in their service. After numerous communication, I eventually got through to Sharon in Upington, who assisted me telephonically, who then (once again) updated my details.

With all that being said I fail to see how the reason those accounts are in arrears is my fault and why I should be held accountable for it. For the past months I have not missed a payment, every month your company gets payment from me, I had no reason to believe that there was something wrong and now you are requesting payment from me for your mistake, unfortunately, I am a pensioner and do not have the funds and refuse to take responsibility for your company’s mistake.

Furthermore, Old Mutual went ahead and deducted premiums from September 2018, without my consent! I have not agreed to that, as I was not advised of this in September 2018. I am prepared to pay from the date of first communication, which is February 2019, not September 2018. I kindly request that I be reimbursed for those unauthorised payments.

Looking forward to hearing back from you with a solution that doesn’t involve me being accountable for your mistake.