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Zikantu Z
1 reviews | Active since Jan 2026
19 Aug 2026, 12:30
Direct debits being taken even after policy is cancelled
I have been trying to contact the business with regards to a direct debit that started being taken from my discovery account in October 2024, this started after I enquired with an Old Mutual representative about a policy I cannot recall which one specifically and provided the bank I would like it to be taken from, I never received any confirmation on my end via email of the policy info or anything I then contacted them to cancel it before the first premium was meant to be taken because I had reconsidered taking it and also the fact that I was not receiving any information with regards to the policy that was said to be put in place. The agent confirmed that they cancelled it only to find that the premium continued to be taken from October 2024 until the May 2025 when I had cancelled the policy. I need a document that proves that I cancelled it and the mere fact of a direct debit being charged for so many months after cancellation is absurd. Doesn’t a policy lapse after a number of direct debits not being successful? I need this cleared up because the bank needs proof to waive the fees.
Helpful (0)
Replies (7)0
Replies (7)
Old Mutual's replyOfficial
19 Aug 2026, 12:51Good day Zikantu,
We acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you during business hours should further information be required.
Kind regards
Old Mutual Complaints Management
We acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you during business hours should further information be required.
Kind regards
Old Mutual Complaints Management
Old Mutual's reply19 Aug 2026, 12:51
Official
Good day Zikantu,
We acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you during business hours should further information be required.
Kind regards
Old Mutual Complaints Management
We acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you during business hours should further information be required.
Kind regards
Old Mutual Complaints Management
ZZ
Zikantu Z's updateReviewer Update
20 Aug 2026, 09:56Hi, hoping I get communication soon. Still no change or human reply to the emails I have sent to Old Mutual.
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Zikantu Z's update20 Aug 2026, 09:56
Reviewer Update
Hi, hoping I get communication soon. Still no change or human reply to the emails I have sent to Old Mutual.
Old Mutual's replyOfficial
20 Aug 2026, 10:07Good Day Zikantu,
We note your comments, please be advised that this matter is being attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
We note your comments, please be advised that this matter is being attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
Old Mutual's reply20 Aug 2026, 10:07
Official
Good Day Zikantu,
We note your comments, please be advised that this matter is being attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
We note your comments, please be advised that this matter is being attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
ZZ
Zikantu Z's updateReviewer Update
20 Aug 2026, 15:22Good day, Zikantu Zokwana,
Thank you for reaching out to us and bringing your concerns to our attention.
We sincerely apologize for the delay in our response and for any inconvenience this may have caused.
Kindly note that we have located a cancellation on your Old Mutual Group Scheme product.
According to our system records, a refund was processed and paid following the cancellation.
To assist us with further investigating your query, please provide proof of the deduction in question at your earliest convenience.
Once we receive the requested documentation, we will gladly review the matter and provide further feedback.
Thank you for your cooperation and understanding.
This is the response from Old Mutual that I got, not sure what refund they are referring to but I am just keeping record of all conversation on here. I have sent my statement to show all transactions
Thank you for reaching out to us and bringing your concerns to our attention.
We sincerely apologize for the delay in our response and for any inconvenience this may have caused.
Kindly note that we have located a cancellation on your Old Mutual Group Scheme product.
According to our system records, a refund was processed and paid following the cancellation.
To assist us with further investigating your query, please provide proof of the deduction in question at your earliest convenience.
Once we receive the requested documentation, we will gladly review the matter and provide further feedback.
Thank you for your cooperation and understanding.
This is the response from Old Mutual that I got, not sure what refund they are referring to but I am just keeping record of all conversation on here. I have sent my statement to show all transactions
ZZ
Zikantu Z's update20 Aug 2026, 15:22
Reviewer Update
Good day, Zikantu Zokwana,
Thank you for reaching out to us and bringing your concerns to our attention.
We sincerely apologize for the delay in our response and for any inconvenience this may have caused.
Kindly note that we have located a cancellation on your Old Mutual Group Scheme product.
According to our system records, a refund was processed and paid following the cancellation.
To assist us with further investigating your query, please provide proof of the deduction in question at your earliest convenience.
Once we receive the requested documentation, we will gladly review the matter and provide further feedback.
Thank you for your cooperation and understanding.
This is the response from Old Mutual that I got, not sure what refund they are referring to but I am just keeping record of all conversation on here. I have sent my statement to show all transactions
Thank you for reaching out to us and bringing your concerns to our attention.
We sincerely apologize for the delay in our response and for any inconvenience this may have caused.
Kindly note that we have located a cancellation on your Old Mutual Group Scheme product.
According to our system records, a refund was processed and paid following the cancellation.
To assist us with further investigating your query, please provide proof of the deduction in question at your earliest convenience.
Once we receive the requested documentation, we will gladly review the matter and provide further feedback.
Thank you for your cooperation and understanding.
This is the response from Old Mutual that I got, not sure what refund they are referring to but I am just keeping record of all conversation on here. I have sent my statement to show all transactions
Old Mutual's replyOfficial
20 Aug 2026, 16:47Good day, kindly reply directly to the email and the consultant assigned to your query will further assist you.
Regards
Old Mutual Complaints Management
Regards
Old Mutual Complaints Management
Old Mutual's reply20 Aug 2026, 16:47
Official
Good day, kindly reply directly to the email and the consultant assigned to your query will further assist you.
Regards
Old Mutual Complaints Management
Regards
Old Mutual Complaints Management
ZZ
Zikantu Z's updateReviewer Update
24 Aug 2026, 16:57Update with regards to this complaint, firstly the complaints team started assisting with my complaint but kept referring to the wrong policy even after I had sent a statement which had all the information they needed then I was asked to confirm things that they should have on their system. I believe the agent I dealt with didn’t action everything they were meant to accordingly so instead of coming clean and advising of the agents short falls they are delaying the process of rectifying this, after the weekend I have not received another response from them with regards to a further investigation they said they were initiating. The stress this has caused to me is unbearable because this is a large amount that’s hindering my daily life and it seems they are not doing their best to resolve it.
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Zikantu Z's update24 Aug 2026, 16:57
Reviewer Update
Update with regards to this complaint, firstly the complaints team started assisting with my complaint but kept referring to the wrong policy even after I had sent a statement which had all the information they needed then I was asked to confirm things that they should have on their system. I believe the agent I dealt with didn’t action everything they were meant to accordingly so instead of coming clean and advising of the agents short falls they are delaying the process of rectifying this, after the weekend I have not received another response from them with regards to a further investigation they said they were initiating. The stress this has caused to me is unbearable because this is a large amount that’s hindering my daily life and it seems they are not doing their best to resolve it.
Old Mutual's replyOfficial
24 Aug 2026, 17:28Good day, Zikantu.
Thank you for your update and for the additional information provided. This is not the level of service we wish to offer. We are following up on this matter for you.
Regards
Old Mutual Complaints Management
Thank you for your update and for the additional information provided. This is not the level of service we wish to offer. We are following up on this matter for you.
Regards
Old Mutual Complaints Management
Old Mutual's reply24 Aug 2026, 17:28
Official
Good day, Zikantu.
Thank you for your update and for the additional information provided. This is not the level of service we wish to offer. We are following up on this matter for you.
Regards
Old Mutual Complaints Management
Thank you for your update and for the additional information provided. This is not the level of service we wish to offer. We are following up on this matter for you.
Regards
Old Mutual Complaints Management