Complaint Regarding Incomplete Refund for Approved Payment Holiday – December 2025

Dear Old Mutual Complaints Team,

I am writing to formally lodge a complaint regarding an incomplete refund relating to an approved payment holiday on my policy.

My payment holiday request was approved, with December 2025 being the final month of the payment holiday period. However, the refund received for December 2025 is incorrect and incomplete.

For December 2025, I only received the following refund amounts: • R392.60 • R285.62 • R281.72

It is my understanding and view that the above amounts do not fully settle the December 2025 stop-order deduction. There remain outstanding amounts of R457.25 and R399.66 that still need to be refunded for December 2025.

To clarify: • The amounts of R457.25 and R399.66 paid on 5 December 2025 were a refund for the November 2025 deduction, which had already been processed via the PERSAL stop order. • As such, I correctly acknowledge that I am not entitled to any refund for January 2026. • However, the December 2025 stop-order deduction has not been fully refunded, and I am therefore still owed R457.25 and R399.66 for December 2025.

I kindly request that this matter be urgently investigated and that the outstanding amounts for December 2025 be processed without further delay. My details are as follows: • Full Name: Thulani Mkrola • ID Number: *** • Cellphone Number: ***

I would appreciate written confirmation once the investigation has been concluded and the outstanding refund has been processed.

Thank you for your attention to this matter.

Yours sincerely, Thulani Mkrola