tM
thabisile M
1 reviews | Active since Nov 2017
29 Apr 2021, 20:22
Investment & retirement
I sent banking details on the 10 Jan 2021 to old Mutual, no update was done end Jan banking details were not updated, I followed up only in feb banking details were updated. Now old Mutual have canceled my policies and even though it was their fault that they didn’t update banking details sent to them well in advanced have deducted from my polices without my permission. How do you deduct someone money from their policy without permission.
Helpful (0)
Replies (3)0
Replies (3)
Old Mutual's replyOfficial
29 Apr 2021, 20:24Dear Thabisile M
Thank you for your review. We apologize for the inconvenience caused. We will investigate and resolve with you directly.
Regards
Thabiet Mintin
Old Mutual Complaints Management
Thank you for your review. We apologize for the inconvenience caused. We will investigate and resolve with you directly.
Regards
Thabiet Mintin
Old Mutual Complaints Management
Old Mutual's reply29 Apr 2021, 20:24
Official
Dear Thabisile M
Thank you for your review. We apologize for the inconvenience caused. We will investigate and resolve with you directly.
Regards
Thabiet Mintin
Old Mutual Complaints Management
Thank you for your review. We apologize for the inconvenience caused. We will investigate and resolve with you directly.
Regards
Thabiet Mintin
Old Mutual Complaints Management
tM
thabisile M's updateReviewer Update
30 Apr 2021, 21:31Good Day,
Let me correct you from your incorrect statement stated below, again like everyone who has tried to shift the blame from old Mutual regarding the matter.On the 10th I sent an email with bank confirmation (new bank details) no statement. My account was opened on the 7th Jan hence I wouldn’t have had bank statement by then account was fairly new. Why would I send confirmation no details letting you know that banking details have changed? If I didn’t need banking details changed to the new ones?I had to follow up on the 26th because money was not deducted from my account, if you know so much why would I send banking details and still follow if I intended to miss Jan deduction?Why would I arrange for Jan premium when cleared I never missed anything but old Mutual didn’t update banking details on their side and now trying all means to shift the blame? You’ve got on the wrong one unfortunately.I wouldn’t have addressed missing premium when I clearly sent banking details well in advance.
You need to address 2 things:•Responsibility for not updating banking details between the Jan 10th-25th(before monthly deduction)•money deducted from my policies without my permission.
On Fri, 30 Apr 2021 at 16:01, Customer Complaints Feedback <***> wrote:Dear Ms Mkhize
We refer to your complaint submitted via the Hellopeter website.
We are sorry to hear about the service experienced. We sincerely apologize.
We have investigated and confirm the following:
" On 10 January 2021 we received a bank statement with no instruction. We rep**** on 17 January 2021 asking to please confirm what the request is but we did not receive a response.
" On 26 January 2021 we received another email saying that you requested the banking details to be changed and you refer to the email sent on 10 January 2021. On the same day the agent rep**** to you confirming that the banking details has been changed on policy numbers ***8 and ***0.
" The deduction dates on the policies is the 25th and no arrears would have reflected on the 26th.
" No mention was made that the premium of 25 January 2021 would not be successful
No arrangements were made for the January 2021 missed premium and therefore the policies lapsed. I have attached the missed premium letters for both policies that were sent.
Although premiums for February 2021 and March 2021 premiums were successful , the missed premium of January 2021 caused the policies to stop.
These policies can be reinstated without any missed premiums being paid, and you could continue as per normal with the payments. Please complete the attached forms for each policy number and this can be sent to me directly and I will assist in getting these policies activated again.
I trust the above information clarifies matters.
Thank you.
If you feel you require further commentary related to your matter, you may refer it to the Old Mutual's Internal Arbitrator,
" E-mail: ***
If you are still dissatisfied, you may send your complaint to the relevant Ombudsman:
Advice complaints
FAIS Ombud
Tel: ***
Fax: ***
E-mail:
Website: www.faisombud.co.za
Retirement Fund complaints
Pension Funds Adjudicator
Tel: ***
Fax: ***
E-mail: ***
Website: www.pfa.org.za
Service or Product complaints
Ombudsman for Long-term Insurance
Tel: ***
Fax: ***
E-mail: ***
Website: www.ombud.co.za
Kind regardsMOGAMMAD MINTINComplaints Assessor I OML Customer Complaints
Mutualpark, Pinelands
T. +27 (0)21 *** I E. *** I R. --OCM***1--
Let me correct you from your incorrect statement stated below, again like everyone who has tried to shift the blame from old Mutual regarding the matter.On the 10th I sent an email with bank confirmation (new bank details) no statement. My account was opened on the 7th Jan hence I wouldn’t have had bank statement by then account was fairly new. Why would I send confirmation no details letting you know that banking details have changed? If I didn’t need banking details changed to the new ones?I had to follow up on the 26th because money was not deducted from my account, if you know so much why would I send banking details and still follow if I intended to miss Jan deduction?Why would I arrange for Jan premium when cleared I never missed anything but old Mutual didn’t update banking details on their side and now trying all means to shift the blame? You’ve got on the wrong one unfortunately.I wouldn’t have addressed missing premium when I clearly sent banking details well in advance.
You need to address 2 things:•Responsibility for not updating banking details between the Jan 10th-25th(before monthly deduction)•money deducted from my policies without my permission.
On Fri, 30 Apr 2021 at 16:01, Customer Complaints Feedback <***> wrote:Dear Ms Mkhize
We refer to your complaint submitted via the Hellopeter website.
We are sorry to hear about the service experienced. We sincerely apologize.
We have investigated and confirm the following:
" On 10 January 2021 we received a bank statement with no instruction. We rep**** on 17 January 2021 asking to please confirm what the request is but we did not receive a response.
" On 26 January 2021 we received another email saying that you requested the banking details to be changed and you refer to the email sent on 10 January 2021. On the same day the agent rep**** to you confirming that the banking details has been changed on policy numbers ***8 and ***0.
" The deduction dates on the policies is the 25th and no arrears would have reflected on the 26th.
" No mention was made that the premium of 25 January 2021 would not be successful
No arrangements were made for the January 2021 missed premium and therefore the policies lapsed. I have attached the missed premium letters for both policies that were sent.
Although premiums for February 2021 and March 2021 premiums were successful , the missed premium of January 2021 caused the policies to stop.
These policies can be reinstated without any missed premiums being paid, and you could continue as per normal with the payments. Please complete the attached forms for each policy number and this can be sent to me directly and I will assist in getting these policies activated again.
I trust the above information clarifies matters.
Thank you.
If you feel you require further commentary related to your matter, you may refer it to the Old Mutual's Internal Arbitrator,
" E-mail: ***
If you are still dissatisfied, you may send your complaint to the relevant Ombudsman:
Advice complaints
FAIS Ombud
Tel: ***
Fax: ***
E-mail:
Website: www.faisombud.co.za
Retirement Fund complaints
Pension Funds Adjudicator
Tel: ***
Fax: ***
E-mail: ***
Website: www.pfa.org.za
Service or Product complaints
Ombudsman for Long-term Insurance
Tel: ***
Fax: ***
E-mail: ***
Website: www.ombud.co.za
Kind regardsMOGAMMAD MINTINComplaints Assessor I OML Customer Complaints
Mutualpark, Pinelands
T. +27 (0)21 *** I E. *** I R. --OCM***1--
tM
thabisile M's update30 Apr 2021, 21:31
Reviewer Update
Good Day,
Let me correct you from your incorrect statement stated below, again like everyone who has tried to shift the blame from old Mutual regarding the matter.On the 10th I sent an email with bank confirmation (new bank details) no statement. My account was opened on the 7th Jan hence I wouldn’t have had bank statement by then account was fairly new. Why would I send confirmation no details letting you know that banking details have changed? If I didn’t need banking details changed to the new ones?I had to follow up on the 26th because money was not deducted from my account, if you know so much why would I send banking details and still follow if I intended to miss Jan deduction?Why would I arrange for Jan premium when cleared I never missed anything but old Mutual didn’t update banking details on their side and now trying all means to shift the blame? You’ve got on the wrong one unfortunately.I wouldn’t have addressed missing premium when I clearly sent banking details well in advance.
You need to address 2 things:•Responsibility for not updating banking details between the Jan 10th-25th(before monthly deduction)•money deducted from my policies without my permission.
On Fri, 30 Apr 2021 at 16:01, Customer Complaints Feedback <***> wrote:Dear Ms Mkhize
We refer to your complaint submitted via the Hellopeter website.
We are sorry to hear about the service experienced. We sincerely apologize.
We have investigated and confirm the following:
" On 10 January 2021 we received a bank statement with no instruction. We rep**** on 17 January 2021 asking to please confirm what the request is but we did not receive a response.
" On 26 January 2021 we received another email saying that you requested the banking details to be changed and you refer to the email sent on 10 January 2021. On the same day the agent rep**** to you confirming that the banking details has been changed on policy numbers ***8 and ***0.
" The deduction dates on the policies is the 25th and no arrears would have reflected on the 26th.
" No mention was made that the premium of 25 January 2021 would not be successful
No arrangements were made for the January 2021 missed premium and therefore the policies lapsed. I have attached the missed premium letters for both policies that were sent.
Although premiums for February 2021 and March 2021 premiums were successful , the missed premium of January 2021 caused the policies to stop.
These policies can be reinstated without any missed premiums being paid, and you could continue as per normal with the payments. Please complete the attached forms for each policy number and this can be sent to me directly and I will assist in getting these policies activated again.
I trust the above information clarifies matters.
Thank you.
If you feel you require further commentary related to your matter, you may refer it to the Old Mutual's Internal Arbitrator,
" E-mail: ***
If you are still dissatisfied, you may send your complaint to the relevant Ombudsman:
Advice complaints
FAIS Ombud
Tel: ***
Fax: ***
E-mail:
Website: www.faisombud.co.za
Retirement Fund complaints
Pension Funds Adjudicator
Tel: ***
Fax: ***
E-mail: ***
Website: www.pfa.org.za
Service or Product complaints
Ombudsman for Long-term Insurance
Tel: ***
Fax: ***
E-mail: ***
Website: www.ombud.co.za
Kind regardsMOGAMMAD MINTINComplaints Assessor I OML Customer Complaints
Mutualpark, Pinelands
T. +27 (0)21 *** I E. *** I R. --OCM***1--
Let me correct you from your incorrect statement stated below, again like everyone who has tried to shift the blame from old Mutual regarding the matter.On the 10th I sent an email with bank confirmation (new bank details) no statement. My account was opened on the 7th Jan hence I wouldn’t have had bank statement by then account was fairly new. Why would I send confirmation no details letting you know that banking details have changed? If I didn’t need banking details changed to the new ones?I had to follow up on the 26th because money was not deducted from my account, if you know so much why would I send banking details and still follow if I intended to miss Jan deduction?Why would I arrange for Jan premium when cleared I never missed anything but old Mutual didn’t update banking details on their side and now trying all means to shift the blame? You’ve got on the wrong one unfortunately.I wouldn’t have addressed missing premium when I clearly sent banking details well in advance.
You need to address 2 things:•Responsibility for not updating banking details between the Jan 10th-25th(before monthly deduction)•money deducted from my policies without my permission.
On Fri, 30 Apr 2021 at 16:01, Customer Complaints Feedback <***> wrote:Dear Ms Mkhize
We refer to your complaint submitted via the Hellopeter website.
We are sorry to hear about the service experienced. We sincerely apologize.
We have investigated and confirm the following:
" On 10 January 2021 we received a bank statement with no instruction. We rep**** on 17 January 2021 asking to please confirm what the request is but we did not receive a response.
" On 26 January 2021 we received another email saying that you requested the banking details to be changed and you refer to the email sent on 10 January 2021. On the same day the agent rep**** to you confirming that the banking details has been changed on policy numbers ***8 and ***0.
" The deduction dates on the policies is the 25th and no arrears would have reflected on the 26th.
" No mention was made that the premium of 25 January 2021 would not be successful
No arrangements were made for the January 2021 missed premium and therefore the policies lapsed. I have attached the missed premium letters for both policies that were sent.
Although premiums for February 2021 and March 2021 premiums were successful , the missed premium of January 2021 caused the policies to stop.
These policies can be reinstated without any missed premiums being paid, and you could continue as per normal with the payments. Please complete the attached forms for each policy number and this can be sent to me directly and I will assist in getting these policies activated again.
I trust the above information clarifies matters.
Thank you.
If you feel you require further commentary related to your matter, you may refer it to the Old Mutual's Internal Arbitrator,
" E-mail: ***
If you are still dissatisfied, you may send your complaint to the relevant Ombudsman:
Advice complaints
FAIS Ombud
Tel: ***
Fax: ***
E-mail:
Website: www.faisombud.co.za
Retirement Fund complaints
Pension Funds Adjudicator
Tel: ***
Fax: ***
E-mail: ***
Website: www.pfa.org.za
Service or Product complaints
Ombudsman for Long-term Insurance
Tel: ***
Fax: ***
E-mail: ***
Website: www.ombud.co.za
Kind regardsMOGAMMAD MINTINComplaints Assessor I OML Customer Complaints
Mutualpark, Pinelands
T. +27 (0)21 *** I E. *** I R. --OCM***1--
tM
thabisile M's updateReviewer Update
30 Apr 2021, 21:32Good Day,
Let me correct you from your incorrect statement stated below, again like everyone who has tried to shift the blame from old Mutual regarding the matter.On the 10th I sent an email with bank confirmation (new bank details) no statement. My account was opened on the 7th Jan hence I wouldn’t have had bank statement by then account was fairly new. Why would I send confirmation no details letting you know that banking details have changed? If I didn’t need banking details changed to the new ones?I had to follow up on the 26th because money was not deducted from my account, if you know so much why would I send banking details and still follow if I intended to miss Jan deduction?Why would I arrange for Jan premium when cleared I never missed anything but old Mutual didn’t update banking details on their side and now trying all means to shift the blame? You’ve got on the wrong one unfortunately.I wouldn’t have addressed missing premium when I clearly sent banking details well in advance.
You need to address 2 things:•Responsibility for not updating banking details between the Jan 10th-25th(before monthly deduction)•money deducted from my policies without my permission.
On Fri, 30 Apr 2021 at 16:01, Customer Complaints Feedback <***> wrote:Dear Ms Mkhize
We refer to your complaint submitted via the Hellopeter website.
We are sorry to hear about the service experienced. We sincerely apologize.
We have investigated and confirm the following:
" On 10 January 2021 we received a bank statement with no instruction. We rep**** on 17 January 2021 asking to please confirm what the request is but we did not receive a response.
" On 26 January 2021 we received another email saying that you requested the banking details to be changed and you refer to the email sent on 10 January 2021. On the same day the agent rep**** to you confirming that the banking details has been changed on policy numbers ***8 and ***0.
" The deduction dates on the policies is the 25th and no arrears would have reflected on the 26th.
" No mention was made that the premium of 25 January 2021 would not be successful
No arrangements were made for the January 2021 missed premium and therefore the policies lapsed. I have attached the missed premium letters for both policies that were sent.
Although premiums for February 2021 and March 2021 premiums were successful , the missed premium of January 2021 caused the policies to stop.
These policies can be reinstated without any missed premiums being paid, and you could continue as per normal with the payments. Please complete the attached forms for each policy number and this can be sent to me directly and I will assist in getting these policies activated again.
I trust the above information clarifies matters.
Thank you.
If you feel you require further commentary related to your matter, you may refer it to the Old Mutual's Internal Arbitrator,
" E-mail: ***
If you are still dissatisfied, you may send your complaint to the relevant Ombudsman:
Advice complaints
FAIS Ombud
Tel: ***
Fax: ***
E-mail:
Website: www.faisombud.co.za
Retirement Fund complaints
Pension Funds Adjudicator
Tel: ***
Fax: ***
E-mail: ***
Website: www.pfa.org.za
Service or Product complaints
Ombudsman for Long-term Insurance
Tel: ***
Fax: ***
E-mail: ***
Website: www.ombud.co.za
Kind regardsMOGAMMAD MINTINComplaints Assessor I OML Customer Complaints
Mutualpark, Pinelands
T. +27 (0)21 *** I E. *** I R. --OCM***1--
Let me correct you from your incorrect statement stated below, again like everyone who has tried to shift the blame from old Mutual regarding the matter.On the 10th I sent an email with bank confirmation (new bank details) no statement. My account was opened on the 7th Jan hence I wouldn’t have had bank statement by then account was fairly new. Why would I send confirmation no details letting you know that banking details have changed? If I didn’t need banking details changed to the new ones?I had to follow up on the 26th because money was not deducted from my account, if you know so much why would I send banking details and still follow if I intended to miss Jan deduction?Why would I arrange for Jan premium when cleared I never missed anything but old Mutual didn’t update banking details on their side and now trying all means to shift the blame? You’ve got on the wrong one unfortunately.I wouldn’t have addressed missing premium when I clearly sent banking details well in advance.
You need to address 2 things:•Responsibility for not updating banking details between the Jan 10th-25th(before monthly deduction)•money deducted from my policies without my permission.
On Fri, 30 Apr 2021 at 16:01, Customer Complaints Feedback <***> wrote:Dear Ms Mkhize
We refer to your complaint submitted via the Hellopeter website.
We are sorry to hear about the service experienced. We sincerely apologize.
We have investigated and confirm the following:
" On 10 January 2021 we received a bank statement with no instruction. We rep**** on 17 January 2021 asking to please confirm what the request is but we did not receive a response.
" On 26 January 2021 we received another email saying that you requested the banking details to be changed and you refer to the email sent on 10 January 2021. On the same day the agent rep**** to you confirming that the banking details has been changed on policy numbers ***8 and ***0.
" The deduction dates on the policies is the 25th and no arrears would have reflected on the 26th.
" No mention was made that the premium of 25 January 2021 would not be successful
No arrangements were made for the January 2021 missed premium and therefore the policies lapsed. I have attached the missed premium letters for both policies that were sent.
Although premiums for February 2021 and March 2021 premiums were successful , the missed premium of January 2021 caused the policies to stop.
These policies can be reinstated without any missed premiums being paid, and you could continue as per normal with the payments. Please complete the attached forms for each policy number and this can be sent to me directly and I will assist in getting these policies activated again.
I trust the above information clarifies matters.
Thank you.
If you feel you require further commentary related to your matter, you may refer it to the Old Mutual's Internal Arbitrator,
" E-mail: ***
If you are still dissatisfied, you may send your complaint to the relevant Ombudsman:
Advice complaints
FAIS Ombud
Tel: ***
Fax: ***
E-mail:
Website: www.faisombud.co.za
Retirement Fund complaints
Pension Funds Adjudicator
Tel: ***
Fax: ***
E-mail: ***
Website: www.pfa.org.za
Service or Product complaints
Ombudsman for Long-term Insurance
Tel: ***
Fax: ***
E-mail: ***
Website: www.ombud.co.za
Kind regardsMOGAMMAD MINTINComplaints Assessor I OML Customer Complaints
Mutualpark, Pinelands
T. +27 (0)21 *** I E. *** I R. --OCM***1--
tM
thabisile M's update30 Apr 2021, 21:32
Reviewer Update
Good Day,
Let me correct you from your incorrect statement stated below, again like everyone who has tried to shift the blame from old Mutual regarding the matter.On the 10th I sent an email with bank confirmation (new bank details) no statement. My account was opened on the 7th Jan hence I wouldn’t have had bank statement by then account was fairly new. Why would I send confirmation no details letting you know that banking details have changed? If I didn’t need banking details changed to the new ones?I had to follow up on the 26th because money was not deducted from my account, if you know so much why would I send banking details and still follow if I intended to miss Jan deduction?Why would I arrange for Jan premium when cleared I never missed anything but old Mutual didn’t update banking details on their side and now trying all means to shift the blame? You’ve got on the wrong one unfortunately.I wouldn’t have addressed missing premium when I clearly sent banking details well in advance.
You need to address 2 things:•Responsibility for not updating banking details between the Jan 10th-25th(before monthly deduction)•money deducted from my policies without my permission.
On Fri, 30 Apr 2021 at 16:01, Customer Complaints Feedback <***> wrote:Dear Ms Mkhize
We refer to your complaint submitted via the Hellopeter website.
We are sorry to hear about the service experienced. We sincerely apologize.
We have investigated and confirm the following:
" On 10 January 2021 we received a bank statement with no instruction. We rep**** on 17 January 2021 asking to please confirm what the request is but we did not receive a response.
" On 26 January 2021 we received another email saying that you requested the banking details to be changed and you refer to the email sent on 10 January 2021. On the same day the agent rep**** to you confirming that the banking details has been changed on policy numbers ***8 and ***0.
" The deduction dates on the policies is the 25th and no arrears would have reflected on the 26th.
" No mention was made that the premium of 25 January 2021 would not be successful
No arrangements were made for the January 2021 missed premium and therefore the policies lapsed. I have attached the missed premium letters for both policies that were sent.
Although premiums for February 2021 and March 2021 premiums were successful , the missed premium of January 2021 caused the policies to stop.
These policies can be reinstated without any missed premiums being paid, and you could continue as per normal with the payments. Please complete the attached forms for each policy number and this can be sent to me directly and I will assist in getting these policies activated again.
I trust the above information clarifies matters.
Thank you.
If you feel you require further commentary related to your matter, you may refer it to the Old Mutual's Internal Arbitrator,
" E-mail: ***
If you are still dissatisfied, you may send your complaint to the relevant Ombudsman:
Advice complaints
FAIS Ombud
Tel: ***
Fax: ***
E-mail:
Website: www.faisombud.co.za
Retirement Fund complaints
Pension Funds Adjudicator
Tel: ***
Fax: ***
E-mail: ***
Website: www.pfa.org.za
Service or Product complaints
Ombudsman for Long-term Insurance
Tel: ***
Fax: ***
E-mail: ***
Website: www.ombud.co.za
Kind regardsMOGAMMAD MINTINComplaints Assessor I OML Customer Complaints
Mutualpark, Pinelands
T. +27 (0)21 *** I E. *** I R. --OCM***1--
Let me correct you from your incorrect statement stated below, again like everyone who has tried to shift the blame from old Mutual regarding the matter.On the 10th I sent an email with bank confirmation (new bank details) no statement. My account was opened on the 7th Jan hence I wouldn’t have had bank statement by then account was fairly new. Why would I send confirmation no details letting you know that banking details have changed? If I didn’t need banking details changed to the new ones?I had to follow up on the 26th because money was not deducted from my account, if you know so much why would I send banking details and still follow if I intended to miss Jan deduction?Why would I arrange for Jan premium when cleared I never missed anything but old Mutual didn’t update banking details on their side and now trying all means to shift the blame? You’ve got on the wrong one unfortunately.I wouldn’t have addressed missing premium when I clearly sent banking details well in advance.
You need to address 2 things:•Responsibility for not updating banking details between the Jan 10th-25th(before monthly deduction)•money deducted from my policies without my permission.
On Fri, 30 Apr 2021 at 16:01, Customer Complaints Feedback <***> wrote:Dear Ms Mkhize
We refer to your complaint submitted via the Hellopeter website.
We are sorry to hear about the service experienced. We sincerely apologize.
We have investigated and confirm the following:
" On 10 January 2021 we received a bank statement with no instruction. We rep**** on 17 January 2021 asking to please confirm what the request is but we did not receive a response.
" On 26 January 2021 we received another email saying that you requested the banking details to be changed and you refer to the email sent on 10 January 2021. On the same day the agent rep**** to you confirming that the banking details has been changed on policy numbers ***8 and ***0.
" The deduction dates on the policies is the 25th and no arrears would have reflected on the 26th.
" No mention was made that the premium of 25 January 2021 would not be successful
No arrangements were made for the January 2021 missed premium and therefore the policies lapsed. I have attached the missed premium letters for both policies that were sent.
Although premiums for February 2021 and March 2021 premiums were successful , the missed premium of January 2021 caused the policies to stop.
These policies can be reinstated without any missed premiums being paid, and you could continue as per normal with the payments. Please complete the attached forms for each policy number and this can be sent to me directly and I will assist in getting these policies activated again.
I trust the above information clarifies matters.
Thank you.
If you feel you require further commentary related to your matter, you may refer it to the Old Mutual's Internal Arbitrator,
" E-mail: ***
If you are still dissatisfied, you may send your complaint to the relevant Ombudsman:
Advice complaints
FAIS Ombud
Tel: ***
Fax: ***
E-mail:
Website: www.faisombud.co.za
Retirement Fund complaints
Pension Funds Adjudicator
Tel: ***
Fax: ***
E-mail: ***
Website: www.pfa.org.za
Service or Product complaints
Ombudsman for Long-term Insurance
Tel: ***
Fax: ***
E-mail: ***
Website: www.ombud.co.za
Kind regardsMOGAMMAD MINTINComplaints Assessor I OML Customer Complaints
Mutualpark, Pinelands
T. +27 (0)21 *** I E. *** I R. --OCM***1--