Non- sympathy for client; rude, non-responsive and unprofessional

On the 27th of Mar I called Old Mutual because the debit order for my loan did not go through, I then requested that they debit R3200 because I had financial difficulties. The outstanding amount of R1008 would be deducted in Mar along with the normal installment and they agreed. On the 28th of Feb old mutual deducted R4208 plus R3200, I called them again and they said they would correct it and refund me 1 premium. I requested that they refund me R4208 as per my original payment arrangement request

On the 28th Feb at 8:40 I receive a message from Nosi telling me they will refund me R3200 and keep the original installment, I then respond with my request and she replies as follows "Like I mentioned Mrs Tshabalala it was agreed because we thought R3200 was the only amount you had at that moment hence you were arranging however when we went to your bank account we were able to get the normal installment and now we are going to do the refund of R3200"

1. I am not Mrs. , meaning there is incorrect capturing of details 2. She did not care that other debit orders due were rejected because they deducted more than they should 3. They refunded me only the installment not considering bank charges and rejection fees because of their incompetence

Today the 27 Mar 25 they deducted an extra amount of R1008, I called and spoke to a service consultant by the name of Khanyi at 8:48 she was unable to assist and put me through to her manager Brilliant. She took down my details and promised to come back to me. The time now is 15:02pm and I have not received any call or communication

As a loyal client who has never missed any premiums I am extremely disappointed and frustrated by the service. They have no respect or empathy for the clients