Frustrating Experience with Old Mutual Funeral policy

I'm extremely dissatisfied with the service I've received from Old Mutual regarding my funeral policy. Despite requesting a change in my debit order date from the last day of the month to the 15th, my policy was inexplicably inactivated without notification about any issues with my payments.

When I called to inquire about the issue, I was instructed to make an EFT payment, which I did. However, during my follow-up call a month later, I was told that my payments hadn't been allocated, and I was allegedly three months behind. After explaining the situation, I was promised an investigation.

The lack of transparency and communication has been frustrating. I've requested a detailed statement multiple times to verify my payments, but it's been over two weeks, and I still haven't received one. The recent message stating that my payment was app**** and my policy is only one month in arrears contradicts their previous claims, leaving me unsure about my payments and policy status.

The level of incompetence and lack of customer service is appalling. Despite emails and requests for calls, my concerns are being ignored. Old Mutual needs to improve its processes and communication to avoid frustrating customers.

*Policyholder:* Victor Lepota

*Advice to Old Mutual:* Sort out your payment allocation and communication issues. Provide accurate and timely statements. Train your staff to handle customer concerns efficiently and professionally.