Not be trusted

In May 2026, I contacted Old Mutual through my broker, Maralise Human, and provided my new banking details, requesting that all future debit orders be processed from the updated account. Despite this notification, no debit order was processed. On 5 June 2026, I spent approximately two hours on the phone with Old Mutual attempting to resolve the matter. At that stage, my premiums were already in arrears by R4,723.88. I specifically requested that the outstanding amount be debited immediately to prevent any risk to my policies. I was informed that, because it was after midday, the debit order would instead be processed on 8 June 2026. Unfortunately, on 8 June 2026, no debit order was processed. I then requested your banking details so that I could settle the outstanding amount via EFT. I was informed that Old Mutual does not provide banking details and that the amount would be collected via debit order instead. My concern is that my policies may lapse due to Old Mutual's failure to update my banking details and collect the premiums, despite my proactive efforts to rectify the situation. I have repeatedly attempted to ensure that payment is made and have been prevented from doing so by administrative failures beyond my control. I request the following: 1. Immediate confirmation that my policies remain active and will not lapse as a result of this matter. 2. Written confirmation that no penalties, lapses, or adverse consequences will arise from Old Mutual's failure to process the debit order. 3. Immediate collection of the outstanding premiums. 4. A full explanation of why my banking details were not updated and why the promised debit order was not processed on 8 June 2026. I trust that this matter will be treated with the urgency it deserves and that a written response will be provided as soon as possible.