I am irritated by old mutual.

I opened my policy with Old Mutual on the 01/08/2011 where it covered myself and my daughter. The premiums were paid via stop order since the policy was opened till I went to request a change for the premiums to be debited from my mothers FNB bank account in November/December 2017 where the premiums are now paying from since February 2018.

I got to Gugulethu branch in November/December 2017 where I was assisted by a consultant who advised that my mother needs to be present for the change to be done as she has to sign some documents aswell since it is her account that will be debited, we then provided her bank statement as proof of account and signed a few documents provided to us by the assistant then we were told the policy will then start to debit from the bank account from that month onward. I received an sms to visit a branch as some documentation needs to be signed, I then visited a branch in Parow Sanlam Centre where the consultant gave me some document and I signed again, During this time the debit order has not gone through on the account it was too debit from. After the first month in January we then went to query what was the reason for the NON DEBIT at the head-office in mutual park, that is where a consultant advised that the documentation was not captured correctly we would have to sign all docs again and we did and were promised that end January they will debit account and the policy will continue as per normal. End Januay came and debit had not gone through we then went back to Gugulethu to find out why it has not gone through, that is where we found out that policy has lapsed due to non payment, consultant advised that he will assist us as the issue is obviously on their side. We signed all documentation and were advised that after the first debit on the account everything will be alright.

The debit finally went through the end February if i am not mistaken, We relaxed as it went through for two months in line, till I decided to go get documentation to prove that everything with the policy is well that is when I learned all this time they had excluded my child from the policy stating that due to non payment she was not revived on the policy when I was still upset on why the policy had lapsed in the first place and had provided proof that there was no time during this whole process that there was no money in the account provided it has always had money available and all other Old Mutual accounts my mother has debit from the same account every month with no fail but this one time MY POLICY has not been debiting though I have been going up and down to Old Mutual to get this sorted.

I was sent to one consultant to another and was told my child was not covered due to none funds in account and I had not requested for the child to be covered, I mean HOW? when I opened this policy my child was covered now all of a sudden I need to request child to be covered when all I wanted was to change way of payment. I have opened complaints and everything but Old Mutual has failed to provide me proof that there was "No MONEY" (as they advised) in the account for policy to debit but I have provided proof that there has always been money in those months till date in the account.

I have requested that they have my child included in this policy as it was when I opened it in 2011 I never requested for her to be excluded till date it is unclear why she was excluded form this policy, If they are unable to do so they should cancel the policy and pay me all installments paid towards this policy since 2011 till date so that I am able to move to a company more competent and that will not have *********** consultants as they are the cause of this whole problem.