Double Funeral Policy Deduction – Consultant Failed to Cancel Original Policy & Refund Ignored Since October

Good day,

I am extremely disappointed with the service I have received from Old Mutual.

I opened a funeral policy online. Shortly after, a consultant called me and advised that the policy I selected did not have enough benefits and convinced me to take out a new policy with better benefits. She assured me that she would cancel the original policy.

This cancellation never happened.

Since October, Old Mutual has been deducting two funeral policy premiums from my account every month. I have called the call centre numerous times, spending long periods on hold, only for the calls to be dropped or transferred with no assistance.

I cannot afford to pay for two policies, especially when the second deduction was caused by poor advice and failure from Old Mutual’s consultant. Immediate cancellation of the duplicate/incorrect policyA full refund of all incorrect deductions from October to date

Please treat this as an urgent matter. If this is not resolved quickly, I will escalate it to the Ombudsman for Long-term Insurance, as this falls under poor advice and failure to provide proper service under the FAIS Act and Consumer Protection Act.

My details: Name:Hannelene Jason ID Number:*** Contact Number:*** Email:***