Old Mutual ignores formal instructions and takes R2,313 from family in distress

I have been a loyal Old Mutual client since 2018, paying into my Greenlight policies (***3/LSD/2 and ***3/LSFE/1) for seven years. On 2 February 2026, I provided formal notice (Tracking CCCCR***0) that I required a 6-month Premium Holiday due to financial distress.

Despite following their escalation process and receiving a formal complaint reference (CMPLNTS***2) on February 17th, Old Mutual has demonstrated complete administrative incompetence. Instead of actioning the holiday as requested, they "referred" the matter internally and then proceeded to unauthorizedly debit my account for R2,300 on March 3rd.

They have taken money meant for essential household needs, despite being given nearly a full month's notice to stop the debit. The "Premium Management" team has ignored every email, and their service levels are nonexistent.

Old Mutual: You have 24 hours to confirm the reversal of this R2,313 and the activation of my 6-month Premium Holiday. I have already prepared my filing for the National Financial Ombud (NFO) and will not allow you to ignore my contractual rights under Section 6a of my policy while my family suffers the consequences of your negligence.