Funeral Policy ***

I am writing to express my deep concern and disappointment over the handling of the funeral policy for my late uncle, BUTHELEZI NM born 12/11/1962, who sadly passed away in February 2024. Despite following the procedure as advised by your representatives at the Old Mutual office — to have the policy terminated upon the death claim, which was processed — my account was debited at the end of February and, astonishingly, once again after 30 days, contrary to the assurance of a refund within the same period.

This repeated oversight not only compounds the grief and stress of losing a loved one but also shakes my confidence in Old Mutual's services and its sensitivity towards bereaved clients. I hereby request an immediate and unequivocal resolution to this matter: Confirmation of the Cancellation: A written confirmation that my uncle’s policy has been terminated as per the procedure upon his death in February 2024. Immediate Refund: A prompt refund of the debits taken posthumously in February and March 2024, as initially promised by your email correspondence. Explanation and Assurance: An explanation for these errors and an assurance that such incidents will not recur, for both my peace of mind and as a matter of trust in your services. I trust Old Mutual values its clients and the principles of fairness and efficiency. Hence, I expect this matter to be rectified with the urgency and seriousness it warrants. Please respond within [2] two days to confirm the actions taken to resolve this issue. Your prompt attention to this matter will be greatly appreciated. Should I not receive a satisfactory response within the specified timeframe, I will be compelled to escalate this issue through the appropriate regulatory and consumer protection bodies. Thank you for your immediate attention to this critical matter.