Old Mutual does not change banking details even after they have confirmed they have and cancel policies.

Good day,

I took out a funeral policy last year for my in-laws.

On the 30th of March I emailed, requesting assistance to change banking details from where the policy premiums where deducted from. I got this response: Thank you for your request. Your reference number is CEA*** Kindly provide proof of bank details, either a bank statement or a letter from the bank in order to change your banking details on policy 69393D***.

I responded with a letter from the bank with banking details, as requested on the same day.

I received an sms from Old Mutual on the 5 of April saying Thank you for providing the information to complete your request on 69393D***. Banking details have been successfully updated. Ref CEA***.

I received and email on the 21 August that this policy has now been cancelled. I made the payment as requested in this email. Please note that nowhere in this letter does it say that I must send a proof of payment.

When I called yesterday and spoke to TERSIA MAART a Call Centre Agent, on why this policy was cancelled, she told me that the banking details had not been changed and that it is still cancelled. My banking account was closed, hence the reason why I changed the details in the first place. I filled out the debit order form she sent and provided the pop for my payment I made. REF: [MFCVR***]

I received another sms yesterday from Old Mutual saying Ref no CET***9-2, Dear Mrs Rona Soolal, we confirm that your request has been finalized.

I am not confident that it has, due to my previous experience.

Please tell me. If one of m;y in-laws had passed in this time period, and I had done all that was requested of me, from my side, with Old Mutual confirming the changes made to the policy.. Would you have paid out? Would you have accepted the responsibly that the fault and error occurred on your side? I highly doubt it.

I have lost complete confidence in your company.

I would like to know exactly why this error occurred. Why do you send out false information to your clients? I also want to know if the details have in fact, have been corrected? and lastly, your app has from day one never picked up the policy, so I have been unable to use the convenience it is suppose to provide a client with self service.

My husband and I deal with another insurer as well and their app is top notch. I am able to update any details, including banking details directly on it. I made the same changes to banking info in the same time frame as I requested help from you and had no problem with them.

Thank you for your time and looking forward to your response.

Regards Rona Sooklal