*********** and uncaring Old Mutual (Funeral cover)

My mother is a pensioner and for the past 7 weeks has been trying to cancel a second funeral policy cover that she took with Old Mutual. She was told by a consultant that if she wants to cancel, that they do not do cancellations over the phone and that she must go to a branch with her ID. She did exactly that, when she arrived at a Branch in Forest Hill, she was told by Old Mutual consultant that she must bring a copy of her bank statement and without the statement there is nothing that they can do. Guess, what they debited her account on 30 May 2019. We have sent through a written request to their complaints department for the past 2 weeks but still no response. We have called their complaints line numerous time, no one picks up.

The only response that we received was from old mutual insure requesting whoever to assist my mother, but still nothing is happening. If you know that your complaints line is not operational, why put information on your website as you are misleading your customers. Is it only for compliance purposes??

What kind of company is old mutual that treats their customers who are pensioners like this. Do you really expect a pensioner to be going back and forth just to cancel a policy. Old Mutual must make sure that they cancel the 2nd funeral cover policy and refund my mother the premium that they took on 30 May 2019.

You don't care about your customers at all and i will never in my life advise anyone to take any product from Old Mutual!!!! All you have to do is cancel the second policy and refund my mom the premium that you took from her account.