Complaint

I am writing this email to open an official complaint regarding my claim which has been declined reference CEA*** Policy number 69667P*** and the reason for the declined is that I have made the payment after the death date. From January to the month of July I have visited multiple branches of Old mutual enquiring about my debit order which was not reinstated and for them to fix my policy and on top of that I noticed that they were deducting on the date I have never requested. I have been dealing with this matter for quite some time.

I am 110% sure that the system will tell you how many times I visited before one of my members on the policy passed away. Your system should tell how many times I visited as I got automated messages and agents do leave notes on the policies right??

The last day I visited the branch which is Cape Town Adderly street next to Mac Donald I requested the team to give me a total amount of the payment to ensure my policy is up and running and on that the consultant made a call to the call centre and I believe your calls are recorded to have this listened to. Instead of the full payment which I requested to make I received an sms stating that I should pay an amount of R1465 something before the end of 14.08.2024 and I did and due to their mistake they reinstated the policy. The last I checked cannot be reinstated but you did because the fault was not on my side.

Can this be checked on and resolved if it is not resolved I will take this to the financial Ombudsman and to all your socials. I can’t be blamed for your failure. Should you need more information from me please get in touch with me on my email or call ***.