Complaint Regarding Double Debit Order and Poor Call Centre Service

I contacted Old Mutual on 31 March 2026 at 10:20 on ***regarding a double debit order that was deducted from my bank account on 31 March 2026. I followed all the voice prompts and entered my ID number as requested. After 14 minutes on hold listening to the music, an agent answered the call. Despite the fact that I had already entered my ID number, she asked me to provide it again and advised that this was part of your verification process. She proceeded to verify me by asking several further questions and then asked what my query was. After I explained the issue, she requested my policy number. She then informed me that she needed to transfer me to a colleague “sitting next to her.” I was placed on hold once again and had to listen to the hold music. After a further 51 minutes of waiting on the line, another agent answered the call and verified me again from the beginning. I explained my query once more and was advised that the turnaround time would be 7–9 working days. Jason then escalated the matter for me and was very professional and helpful, and I would like to acknowledge his assistance. However, the service received from the first agent (whose name I unfortunately cannot recall) was extremely unprofessional. She misrepresented the transfer by stating she was putting me through to a colleague next to her, while in reality I was placed back into the queue and subjected to an excessive and frustrating waiting time. The overall experience was extremely disappointing. The extended hold times, repetitive verification process, and poor handling of the call left me very frustrated. I find it unacceptable that as a client with 12 Old Mutual products, I was put in this position due to a double debit order on one policy, only to be told that resolution would still take 7–9 working days. The call ended at 11:32. This level of service is unacceptable and has caused significant inconvenience. I trust that this matter will be addressed with the seriousness it deserves.