Greenligt lifecover still has not debited or taken its arrears as requested.

Account number Life cover:***6 Retirement annuity: ***3

On 1 October 2023 I was promoted and resigned from my previous position and requested that all my policies payment dates to be taken on the 1st of every month instead of the 15th like before. My wife's life cover which was taking via debit order anyway was changed almost immediately. And started taking on 1 November 2023. Now here is where the fun begins. As my payments for both my covers were taking via Stop Order I was informed it would be changed and so I waited and 1 October comesbbut nothing of my policies have taken off. I then communicate this to my Financial Adviser who states that due to it being a stop order it takes time at which I then calm down. When 1 November comes and I realize that my policies have still not taken I start to panic. I then have a back and forth conversation with my advisor about my worries and request that arrears also be taken at which I'm told I can't deposit monies for my policies only old Mutual can debit. I decided to call old Mutual to find out how do I go about this and I'm sent a form at which I fill in Both policy and to my surprise each time I call I'm told different stories. I then decide to send an email to your complaints department to get this sorted but to my surprise the greenlight life cover is still not take. Only the retirement has eventually taken off off successfully but NOT THE LIFE COVER. This was my response to the last person handling the complaint (KAUTHAR BRENNER).

(Please note that K Brenner responded on numerous emails that he has taken the issue to your technical team but alas still no debit order)

My response to Kauthar Brenner after he/she stated that the reason for my life cover not taking was because I had now changed to request a debit order.

"As of the 31 January 2023

Upon not having any satisfaction when my Financial adviser called your head office we decided to change everything to debit order as this stop order issue that has been trying to be sorted since October 2023 has not happen.

These are some of the references I can find after I started putting complaints through. Let alone the endless phones calls.

CCC***3 -7 December 2023 CCCPC***8 - 12 December 2023 PFASCRE***9 - 11 December 2023 CCC***3 - 22 December 2023 CEA***- 14 December 2023 CMPLNTS***4- 29 December 2023 PFCS***2- 12 January 2023

I terminated my previous employment hence I requested new stop order since October to no success. Untie I started calling old Mutual myself to find out what has been happening.

To my surprise the ONLY THING THAT TOOK WAS THE RETIREMENT ANNUITY AND NOT THE LIFE COVER. WHICH SHOWS. I have sent forms back and forth for arrears payment hence the retirement annuity was taken from the 8 January 2023 but alas the life cover IS STILL NOT TAKING.

Upon this nonstop headache I went back to the Financial Adviser on the 31 January 2024 and asked him to find out which to my surprise there was none whatsoever payment arrangement for stop order or arrears payment according my life cover department and they said debit order is easier and fast hence I Filled in new forms AGAIN WITH MY ADVISER to just change this once and for all to be a debit order because it seems there are nonstop issues with stop orders.

I have been going back and forth with Old Mutual SINCE OCTOBER 2023! also with my HR at Department of transport who have reiterated that no stop order has been requested.

So the problem on arrears lights with Old Mutual as I have forms sent out to you guys to debit which all the forms indicated both policies. The life cover AND the retirement annuity Way before the life cover was in arrears.

I'm exhausted. I left Sanlam because of horrid service and right now your response shows that no one not even you have actually investigated when this issue has started and why only 1 policy took instead of both because the forms GIVEN TO ME BY OLDMUTUALSA that were filled in and returned never did was I requested which was to debit both accounts arrears. I'm sick and tired of doing nonstop admin and each staff member pointing a finger at me as if I work at OLDMUTUALSA. Guys sort your systems out. This is exhausting and disappointing for such a huge company. Should I not have feedback in 2 hours I'm putting all the above issues on Facebook. I have forms to show my request for debit order sent out to you last year as I have attached references. If this is how OLDMUTUALSA takes clients monies and then cancel their life covers on purpose I will gladly put OLDMUTUALSA on blast and inform others of their method. I can't not change jobs and resign because I'm afraid OLDMUTUALSA will stop debit some accounts and not other accounts.

SORT YOUR SYSTEMS OUT. SPEAK TO EACH OTHER ABOUT COMPLAINTS AND FIND OUT WHAT CAUSES SUCH ISSUES AND SORR THEM OUT. DONT MAKE YOUR MISTAKES THE CLIENTS PROBLEMS.

THANK YOU

Thank you"

My life cover did not take again yesterday 1 March 2024 as it was supposed to. Only the Retirement Annuity took its debit order of R695 but not the Life cover. Can this be resolved once and for all.