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JH
Johnathan H

1 reviews | Active since Mar 2020

03 Oct 2025, 13:42

Old Mutual - Double Debits

Got double debited on a life cover. No answer on phones, no answer on emails or consultant assigned. The monthly fee deducted is not a small amount Truly disappointed

0
Replies (15)
Old Mutual
Old Mutual's reply03 Oct 2025, 14:02
Official
Good day , we acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you during business hours should further information be required.

Kind regards
Old Mutual Complaints Management

Best regards,

JH
Johnathan H's update03 Oct 2025, 14:31
Reviewer Update
Still waiting
Old Mutual
Old Mutual's reply03 Oct 2025, 14:36
Official
Good day Jonathan,

A consultant will be in touch with you during the course of the day. We do appreciate your continued patience.

Kind Regards,
Old Mutual Complaints Management

Best regards,

Old Mutual
Old Mutual's reply03 Oct 2025, 14:43
Official
Good day Jonathan,

A consultant will be in touch with you during the course of the day. We do appreciate your continued patience.

Kind Regards,
Old Mutual Complaints Management

Best regards,

Old Mutual
Old Mutual's reply03 Oct 2025, 18:46
Official
Good day
Thank you for your review. Thank you for taking the call this evening. I have sent you an email from *** regarding your query. Kindly check your inbox and junk/spam folder to ensure it was received.

Kind regards,
Shannon WentzelOld Mutual Complaints Management 

Best regards,

JH
Johnathan H's update06 Oct 2025, 08:23
Reviewer Update
Morning, no further feedback. Contacted my bank and was advised Old Mutual needs to advise why duplicate debit orders were processed.
Old Mutual
Old Mutual's reply06 Oct 2025, 08:32
Official
Good day Jonathan,

Our team will be in touch during the course of the day. We appreciate your continued patience.

Kind regards,
Old Mutual Complaints Management

Best regards,

JH
Johnathan H's update06 Oct 2025, 08:35
Reviewer Update
Morning. Spoke to my bank - and nothing they can do, OLD mutual debited my account twice and I was told to speak to Old Mutual.
I need to understand how this happened, what we can do to rectify this and what will we do going forward.
This is really not acceptable and a major inconvenience

Thanks
Old Mutual
Old Mutual's reply06 Oct 2025, 09:23
Official
Hi Johnathan,

Thank you for your follow-up message. Our team will continue to liaise with you via email regarding feedback.

Regards,
Old Mutual Complaints Management

Best regards,

Old Mutual
Old Mutual's reply06 Oct 2025, 09:51
Official
 Hi Johnathan, 

Shannon here — we spoke on Friday. I’m currently looking into this matter and will revert to you with feedback as soon as possible. My apologies for the inconvenience, and thank you for your patience.  Regards,
Old Mutual Complaints Management
 

Best regards,

JH
Johnathan H's update08 Oct 2025, 08:35
Reviewer Update
Respectfully, still not resolved.
Old Mutual
Old Mutual's reply08 Oct 2025, 08:51
Official
Good Day Johnathan H, we note your comments, please be advised that this matter is being attended to and feedback will be provided via email.

Regards
Old Mutual Complaints Management

Best regards,

JH
Johnathan H's update08 Oct 2025, 11:03
Reviewer Update
Hi, this response is no longer good enough. I work on a monthly budget, which has now been thrown off the rails due to your double debits, which no one can give me an answer to why it is happening.
This might not be something critical for the group, but for me it is.
Old Mutual
Old Mutual's reply08 Oct 2025, 12:01
Official
Our team will provide you with an update soon.

Regards,
Old Mutual Complaints Management

Best regards,

Old Mutual
Old Mutual's reply08 Oct 2025, 12:26
Official
Dear Mr. Hope,

Thank you for your updated comments on HelloPeter. I want to sincerely acknowledge how distressing and frustrating this experience must be for you, especially given the significant amount involved and the time that has passed without resolution. I would feel the same way too.

Please be assured that I have escalated your refund request to the relevant team again today. They are currently conducting a thorough review to determine the root cause of the delay and to ensure the matter is resolved appropriately.

I will be in touch with you as soon as I receive feedback, which I expect later today.

Thank you once again for your continued patience and understanding as we work to make this right.

Kind regards

 | Shannon Wentzel Complaints Specialist I OML Customer Complaints
 Mutualpark, Pinelands
 T. +27 (0)21 ***  I   E. ***  I   R. --OCM***3 

Best regards,