Escalating to social media and financial ombud

😤 Formal Complaint Regarding Policy Lapse and Poor Customer Service by Old mutual

1. Summary of the Issue I am writing to formally complain about the lapse of my policy and the subsequent failure of Old Mutual to resolve this issue in a timely or communicative manner.

My policy was incorrectly listed as lapsed due to a missed payment, despite sufficient funds being available in the account on the agreed-upon debit date. Old Mutual failed to process the debit and subsequently failed to communicate before unilaterally issuing a lapse notification.

2. Breakdown of the Customer Service Failure Failure to Debit: The primary issue is Old Mutual's failure to successfully process the debit order on the agreed date, even though funds were available.

Failure to Communicate: A lapse notification was issued without any prior attempt to contact me regarding the missed payment, which is unacceptable given that the error appears to be on the company's side.

Failure to Reinstatement: I made multiple attempts to call the company immediately after receiving the notification to reinstate the policy, and received no answer on those calls.

Failure to Follow Up (Case #: CEA***): Coleen, a Relationship Manager from the Customer Complaints department, began investigating this issue on December 9, 2025. Despite the urgency of a policy lapse, I have received no follow-up call, email, or outcome from her or the department since that date.

3. Required Resolution Immediate Reinstatement: My policy must be immediately reinstated with no penalty or break in coverage, as the lapse was caused by Old Mutual's debiting failure.

Formal Explanation: I require a formal, written explanation detailing why the debit was not processed when funds were available.

Communication: I demand an immediate call or update from Coleen with a confirmed resolution and timeline.

4. Statement of Concern The poor handling of the debit process, coupled with the complete lack of communication and resolution on a critical policy matter, raises serious concerns about the reliability of Old Mutual. This experience makes me extremely skeptical of whether any future claims will be honoured when they are needed.

I expect an immediate and satisfactory resolution to this serious matter.