Old Mutual - Disgusting Service!!!

Good day, In March 2025 I requested again for my banking details to be updated from Absa to Nedbank and since then my debit orders that Old Mutual needs to collect from my bank account has been one BIG mess. My debit order date has changed which I never asked to be changed, with Absa it was always on the 1st of every month and now it seems to be anything from the 25th to the 29th and both my policies aren’t going off at the same time anymore but as two separate debit orders. On the 29th of April 2025 it went off as a combined debit order (see screenshot from my banking statements attached) and then on the 12th of May 2025 the R221 policy was refunded to my account, not sure why? On the 25th of March 2025, the R221 policy went off on my account (see screenshot from my banking statements attached) BUT on the 23rd of April 2025 there was a refund to my account for R186, not sure why?? Now my question is if the combined debit order of R514 could have gone off on the 29th of April 2025 why is it now a big mess once again. All I did was change my BANKING DETAILS NOT MY DEBIT ORDER DATE but yet here we are and now Old Mutual wants me to pay the outstanding balance of R1105 because I am behind and my policy has lapsed, this is OLD MUTUAL at fault, but I AM BEING PUNISHED????!!!! I am FED UP and I want this sorted out as a matter of URGENCY!!!! Every time I have to phone Old Mutual and then the call only gets answered by a consultant and hour later, this is absurd!! I have spoken to Ayanda previously and all was sorted then I get a sms to say they require documents from me but don’t stipulate which documents, I then reply to this very same email address, and NO ONE gets back to me. Then I follow up again and hold on to the line for an hour and then only gets answered by an agent. I have spoken to Lulu on the 24th of June 2025, and she said that all was sorted, and a waiver was done and that I don’t need to pay anything as this is a mess up from Old Mutual side, but yet again I get an SMS on Monday the 28th of July 2025 with the below message: Old Mutual. To finalise your request, submit the outstanding requirements as requested on 22/07/2025. You can submit the document(s) via Email ***. Quote this ***. FSP&Ins. T&Cs I emailed AGAIN asking what is required of me, but NO ONE gets back to me, then I phoned again on Monday and Ayanda said that there are outstanding amounts, I asked for Lulu to phone me as I spoke to her the last time but yet NO ONE gets back to me. Then today I FOLLOWED UP AGAIN and spoke to Tanya and she advised me to send a detailed email and that someone will get back to me, WHICH I DOUBT strongly but let’s be hopeful that this will get sorted out as soon as possible. So could SOMEONE please attend to this and sort it out ASAP as I have now had enough.

The above email was sent to Old Mutual on the 31 July 2025 and no one got back to me once again. This is unacceptable!! Fast track to the 15th of September 2025 and got another email asking when the arrears can be collected and I rep**** on the 22nd of September 2025 that the arrears can be collected on the 1st of October 2025 and I included my banking details and yet nothing was debited from my account. Now I get another SMS this morning saying the below: "Old Mutual. To finalise your request, submit the outstanding requirements as requested on 02/11/2025. You can submit the document(s) via Email ***. Quote this ***. FSP&Ins. T&Cs" No one has contacted me or emailed me ANYTHING on the 2nd of November 2025!!! I NEED THIS SORTED ASAP!!!!!! I have now been phoning the call centre again and I have currently been holding for half an hour and still no one has answered my call!!! The call centre is an ABSOLUTE JOKE!!!!