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Bella M

1 reviews | Active since May 2022

23 Sept 2025, 07:51

Horrible customer service

Old Mutual has yet again been ****ming me since my last review that I made on this platform in 2022 June. April 2022 my nephew was brutally killed and when I made a claim with 2 of my family policies they advised that he was excluded as my Legal guardian child even though this was never commucated at the beginning when the policies were opened in 2014 and 2018 so they advised that they will still give me the payout to resolve my case but for my niece, I will need to open an extended family policy for her and if I agree they will pass me to the consultant who will open the policy for her, but guess what they didn't open an extended policy they opened another family plan policy for me and made her a dependant meaning that policy is no different from the other two policies that I was advised that she is excluded on and I have been paying for this policy for 3yrs and when I made a complaint in August 8th 2025 (*** ) Case Complaint: CEB*** ) They sent me an email confirmation that my case has been resolved and that I will not be getting my money back as she is covered as a dependant even though the policy states that the policy holder is me and it only covers biological children.

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Replies (5)
Old Mutual
Old Mutual's reply23 Sept 2025, 08:23
Official
Good day Bella M,

We acknowledge receipt of your review and extend our sincere apologies for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.

Regards
Old Mutual Complaints Management
BM
Bella M's update23 Sept 2025, 08:26
Reviewer Update
The only resolution from you guys is to pay back all my premiums that you have been deducting since 2022 and cancel this invalid policy because I didn't need a third policy, as this was supposed to be Tina Mpahlwa the policy holder not me.
Old Mutual
Old Mutual's reply23 Sept 2025, 08:32
Official
Hi Bella, we note your concerns, please be advised that this matter is being attended to and feedback will be provided via email.

Regards
Old Mutual Complaints Management
BM
Bella M's update02 Nov 2025, 20:14
Reviewer Update
Since I wrote here they pretend to take my case serious but up until today Old Mutual is still debiting money for this policy that I believe they intentionally created so milk more money from me and when I need to make a claim they will tell me the same story I was told when I made a claim for my late nephew Gift Mpahlwa. Old Mutual is a ****ming Group Schem who pretend to care for the people only to spill them away when they are in need. Since September I am still waiting for this complaint to be resolved, no one is sending any communication and I call them I speak to consultant who has no idea on what is happening.
Just 2days ago they deducted my money again for this policy.
BM
Bella M's update14 Nov 2025, 06:38
Reviewer Update
Hi there
I am still waiting for the call that was promised to me by one of the OM staff members and even today nothing has been done. The only thing that they excel on is sending notifications about the debit orders of these policies but no accountability taken. They've been stating this has been escalated to their manager but clearly the manager doesn't have the ability to handle these difficult complaints because this policy is still active and I want my money of all these premiums that I have been paying for since June 2022.
I demand a resolution today before close of business