TR
Teresa R
1 reviews | Active since Jan 2019
08 Jan 2019, 10:38
Double deduction for same policy
In November 2017 I transferred my policy from being deducted from my salary to being deducted directly from my bank account. To my shock and horror Old Mutual then started deducted the premium from BOTH my salary and private account every month. I have contacted them numerous times, I have sent numerous emails and have tried everything to get this to stop and them to refund me the additional deductions. It has been over 14 months and it has still not been corrected. Is this the way you operate? I have been an Old Mutual client for a very long time and for you to be so lackluster when it comes to sorting out a huge error on your side is absolutely appalling!
You need to sort this out NOW. This is a lot of money and I'm pretty sure it is ******* for you to deduct my account twice for the same policy. I honestly would not have expected it from a reputable institution such as Old Mutual. And then even worse, your inability to fix it for over 14 months.
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Replies (2)
Old Mutual's replyOfficial
08 Jan 2019, 12:53Dear Teresa
Thank you for bringing the matter to our attention. We are so sorry to learn about your experience.
We are investigating the matter and a consultant will call you for feedback and resolution.
Regards
Vuyani
Complaints Management
Thank you for bringing the matter to our attention. We are so sorry to learn about your experience.
We are investigating the matter and a consultant will call you for feedback and resolution.
Regards
Vuyani
Complaints Management
Best regards,
Old Mutual's reply08 Jan 2019, 12:53
Official
Dear Teresa
Thank you for bringing the matter to our attention. We are so sorry to learn about your experience.
We are investigating the matter and a consultant will call you for feedback and resolution.
Regards
Vuyani
Complaints Management
Thank you for bringing the matter to our attention. We are so sorry to learn about your experience.
We are investigating the matter and a consultant will call you for feedback and resolution.
Regards
Vuyani
Complaints Management
Best regards,
TR
Teresa R's updateReviewer Update
14 Jan 2019, 10:15Old Mutual phoned me on the day of my review saying they will investigate and give me feedback within 2 days. It was been nearly a week and I have had no feedback. I actually cannot believe how bad the service is and how difficult it has been to get them to stop double deducting money from me or pay me back what they've taken extra for over a year. I guess my last resort will be to contact an Ombudsman or a lawyer. This is absolutely shocking.
TR
Teresa R's update14 Jan 2019, 10:15
Reviewer Update
Old Mutual phoned me on the day of my review saying they will investigate and give me feedback within 2 days. It was been nearly a week and I have had no feedback. I actually cannot believe how bad the service is and how difficult it has been to get them to stop double deducting money from me or pay me back what they've taken extra for over a year. I guess my last resort will be to contact an Ombudsman or a lawyer. This is absolutely shocking.