Extremely Dissatisfactory Service and Ongoing Issues with Policy Deduction Failures

I am writing to voice out my complaint about Old Mutual’s consistently poor service, which has caused me tremendous frustration and distress. I have been a loyal customer of Old Mutual since 2008/2009, holding multiple policies with the company, and until recently, my experience had been satisfactory. However, since April 2024, I have faced numerous unresolved issues that have now reached an unacceptable level.

In April 2024, I notified Old Mutual of my job change and provided the necessary details to update the cost centre for my policy deductions. Despite providing ample notice, Old Mutual has failed repeatedly to make these changes correctly, and as of January 2025, the issue persists. Instead of addressing the situation, I continue to receive threatening letters regarding the termination of my policies due to missed premium payments. This is despite the premiums being arranged via debit orders. On several occasions, Old Mutual has even charged my premiums twice from my new employer, yet I am still bombarded with notifications about missed payments and termination notices.

I have made several attempts to resolve this issue, including numerous emails to Old Mutual’s complaints department, visiting the Johannesburg Kerk Street branch, and contacting the head office. Unfortunately, all my efforts have been in vain, and I have received no meaningful assistance or solution. This lack of accountability and incompetence from Old Mutual is beyond frustrating.

I am now in a position where I am forced to consider legal action, as I am deeply concerned that my policies and hard-earned payout of R1.7 million will be jeopardized due to the organization's ongoing failure to properly manage my account. Furthermore, I am particularly worried about the future of my daughter, who is the beneficiary of my policies.

This level of service is completely unacceptable, and I am demanding immediate intervention to resolve this issue. I expect to receive proper assistance and a clear, actionable solution without further delay. If this matter is not resolved promptly, I will have no choice but to take legal steps to protect my rights and my family's financial security.

I trust Old Mutual will take this complaint seriously and act swiftly to rectify the situation.

Sincerely, Bongiwe Nkosi Policy Number ***2