Old mutual - delay tactics by representatives - DISGUSTING !!!

I am utterly disgusted with the services provided by this company. I have a Life cover Greenlight policy for my Dad which I started with in 2008. A few months ago a fell behind with the premiums however have been ensuring that the missed premium is always covered, safeguarding the policy me and staying within the grace period. On the 18 of May I got a call from my brokers office (Jenny Andrews in Durban) advising me of the missed premium. I advised the PA that I am aware of this and the NAEDO tracking will automatically collect. Irrespective she decided to note on her system of a transaction date being the 01 June 2019. Only thereafter had I realized the was a Saturday but did not concern me much as I expected the NAEDO tracking to kick in based on previous occasions. By Tuesday I noticed that they had debited my account twice and since there was not enough funds for this sort of transaction the debit order had bounced leaving me with an amount of approx. R200 for reversal fees. I have been in contact with the brokers office since Tuesday, each day being told they are awaiting feedback from head office if the payment had reflected. I confirmed that the missed premium was indeed unsuccessful as per confirmation from my bank and requested the account to be re-debited as I did not want to jeopardize the policy and fall out of the grace period. After numerous calls on Thursday all being unsuccessful I finally reach the PA on Friday this time demanding an immediately answer . I was promised a call within 15 minutes which she adhered too. However, at the point was told that as per head office the policy has now moved into an inactive state/lapsed today (Friday 07/06/2019). Being offered the option to revive which I totally refused. Reason being that this policy is 11 years old with the Dads health condition changing over this period I am not willing to repeat the process all over and manipulate at a claim stage.

This to me seems to be a delay tactic to blatantly stall and cause long standing policy to lapse. On that note, your client services division are efficient either and have zero customer services s****s.

I demand an urgent call from your organization to resolve this matter. Prishalin Naidoo **********