Inefficient, ********* and Non-Professional Old Mutual Consultant

Good day,

On 2 September 2024, I phoned Old Mutual customer services to request a change of debit order date for my GREENLIGHT Contract number: ***5 from the 15th to the last day of the month effective September 2024. This is because I have changed employers and my salary will be on the last day of the month effective September 2024. The consultant confirmed that my debit order date was changed to the last day of the month as requested and that my next debit order will be on 30 September 2024.

However, on 17 September 2024, I noticed that Old Mutual tried to debit my bank account on 16 September 2024 and the debit order did not go through because of insufficient funds. I immediately phoned Old Mutual and I was told by the consultant that the consultant I spoke to on 2 September 2024 did not effect the debit order change as requested and that this matter has been escalated further.

I am very disappointed with the service I received from the Old Mutual service consultant as this may result in my policy lapsing because of non-payment while I requested well in advance that the debit order cycle be changed to the last day of the month.

May I please request that this matter be escalated and the debit order for this contract be on the last day of the month effective September 2024?

I also request that Old Mutual investigate this matter and the service consultant be disciplined.

Thank you and regards Vakele Nobongoza