Frustrated and annoyed with ****mers Old Mutual

I have some issues concerning the policy I initiated in 2010, for which I have regularly made monthly payments. On April 6, 2026, I went to the branch to verify the active status of my policy. To my astonishment, I discovered that my policy is currently in a lapsed status, pending the assignment of an unresolved amount of R4600. I returned to the branch on April 11, 2026, to address the issue of these funds, only to find that no progress had been made. The consultant acknowledged the presence of the funds but indicated that they remain unassigned; she, however, assured me that she would initiate a request to allocate these funds. Despite my visits on April 6 and April 11, the funds remain unallocated. I also inquired about a cashback I had received notifications about but had not claimed, and the consultant was unable to locate it in their system. During my first visit, the initial consultant requested my bank statement, which I provided.

When can I expect to receive an update regarding my policy? Additionally, I would like clarification on the status of my cashback since I have not claimed any claims since I initiated it in 2010. This policy has been active for 16 years, and I prefer not to cancel it in favor of other options. However, if I cannot achieve satisfaction with your services, I will reluctantly need to terminate my current policy and look for alternatives.

Moreover, I was informed that my policy lapsed in 2023, despite my consistent monthly payments. Could someone please assist me in rectifying this issue, as it is exceedingly impractical? The situation is extremely frustrating and causes me considerable stress.

Can this issue be resolved before I feel the need to escalate my concerns to the Ombudsman and submit reviews on Hello Peter?

I am genuinely exhausted from visiting the branch only to receive no assistance; instead, I am promised escalation but find that nothing is being done, leaving me feeling shuffled from one place to another.

Every company has a turnaround time for processing, but does this imply that since April 6, 2026, they have been incapable of allocating my funds to keep my policy current? I am paying R140 instead of R123, and the consultant indicated that this is the reason for the lack of allocation. Since the funds are currently unaccounted for and visible to them, why is it challenging to process the allocation? It seems they may prefer for me to leave it alone, considering they have already indicated that my policy has expired. I suspect this is a method they use to deceive customers.

If anyone can assist with Ombudsman contact details i cannot be waiting so long for them to allocate funds.