Old mutual Policy

Dear Bilquees CarelseI have attached proof payments made on those period and all payments which I have made on 2021…. Which is is for all premiums of 2021, premiums which you claim are missing for 2019 and 2020, each time I reach out to Old mutual I receive I different story. What happened to those Payments which I have made, my policy lapse due to your incompetence not the other way around. It has lapses twice due to the incompetency of your staff or am I as client suppose to come to your offices and allocates those payments myself. The post office proof payments made attached, each one of them I have made a double payments which covers two premiums, now tell me, did that money just vanish in your accounts? Been to your branches to give them those proof of payments… nothing has been done…Further provide with a spreadsheet from inception date which clearly shows all the payments I have made and when I have made them and any missed payments or arrears which you guys are claiming that I did not pay. You can refund all the premiums I have made because clearly you no longer need me as a client in your institution…. Your tricks won’t work, you rob people of their hard earned cash, you are ******* because you are in-fact *****ing from me.Clients put trust in your services and everything you are offering…. However you ***** them over and over just so to fill your pockets. Attached are proof of payments…. Now tell me, what happened to my money?

On Tue, 15 Feb 2022, 07:54 Customer Complaints Feedback, <***> wrote:Dear M Nkuna

Policy 69668N***

Kindly note, according to our records this policy already lapsed 3 additional times before the last lapse.
The policyholder was notified, except for the last lapse and this was due to the policy being in a restricted period.
Therefore no lapse notification was sent out after the last notification was sent out in January 2019.

Smses were sent regarding the missed premiums in May & June 2019 and then again between June 2020 - Sept 2020.
The cash payments received was app**** to the policy up until the last payments was received in February 2021. This renewed the policy to end March 2020.

Cash payments was then only received again in June 2021 which was insufficient to reinstate and maintain the policy.
It was therefore not app**** or any other premiums received thereafter.

The recent cash premiums cannot be app**** and is refundable however we cannot refund her from inception.
Please be advise recent cash premiums payments refund request will be processed.

Thank you


BILQEES CARELSEComplaints Administrator I OML Customer Complaints
Mutualpark, Pinelands
T. +27 (0)21 *** I E. *** I R. --OCM***7--

Good day
Below are the dates of communication I have found regarding this policy:
2018/11/23 cancelled policy2018/12/20 ***-3 requested debit order and to reinstate policy
NB: 2019/01/29 ***-3 ( GSS***-3) This communication stated that I only owe month arrears for R529.52. It further stated that because I had a premium holiday taken. That amount was paid and policy reinstated. Now with this how was it my negligence that the policy lapsed when I had taken a premium holiday.
Now when you state that I have missed payments in 2016 September and October and also for2018 January, March, September and October, how then did my policy was reinstated with six premiums outstanding?
2019/12/21 ***, request was logged and attachment was for proof of payments, this was for missed payments and overpayments…. Policy still lapsed in 2019 and had provided proof that I indeed have paid, it was the reinstated.
Now I again I ask, if there were outstanding premiums in 2016, two of them and 2018, four of them, how how was my policy reinstated.
NB: I received a payment (R1500)for five years anniversary with the policy without claiming, if I was still owing six premiums, how did you then pay me that money?
25/03/2020 ***, I submitted proof of payments
21/05/2020 ***, proof of payments were sent, debit order requested.
From this date I’ve been going to your branch every second month to submit proof of payments to Takalani Peter Nematandani at Balfour park branch.I did this until November 2021.
15/11/2021 *** Takalani logged this to reinstate the policy which he said it has lapsed in Feb 2021, I asked him about the proof of payments which I was giving him, cut story short he explained on the query that it has lapsed while in fact I had paid.
Now how do you come to me and say you will only refund me for 2021, I demand the refund to be from when the problem has started, which 2018, all payments paid in 2019,2020 and 2021 should be refunded.Sent from my iPhone

Dear M Nkuna

We cannot adhere to the request for a full refund of premiums from inception as Old Mutual did send lapse notifications previously in 2018 and 2019.

It was only in 2020 that no lapse notification was sent.

11/09/2020 12:05 69668N*** RSA EB 2nd RD Qualify for PH SMS Failed +*** 18/09/2020 12:22
- RSA Email Success ***21/09/2020 09:30

12/08/2020 14:46 69668N*** RSA EB 1st RD Insufficient Funds Qualify for PH SMS Success +*** 13/08/2020 12:40

12/08/2020 14:46 69668N*** RSA EB 1st RD Insufficient Funds Qualify for PH SMS Success +*** 14/08/2020 16:51

12/08/2020 14:46 69668N*** RSA EB 1st RD Insufficient Funds Qualify for PH

12/08/2020 14:46 69668N*** RSA EB 1st RD Insufficient Funds Qualify for PH SMS Success +*** 14/08/2020 16:20

03/07/2020 12:31 69668N*** Weekend SMS SMS Success *** 03/07/2020 11:49

11/06/2020 10:42 69668N*** RSA EB 1st RD Insufficient Funds Qualify for PH SMS Success +*** 15/06/2020 11:48

06/06/2019 12:05 69668N*** RSA EB 2nd RD Qualify for PH SMS Success +*** 13/06/2019 10:26

07/05/2019 10:42 69668N*** RSA EB 1st RD Insufficient Funds Qualify for PH SMS Success +*** 17/05/2019 13:02

19/01/2019 08:30 69668N*** Lapse - RSA Email Success *** 21/01/2019 13:37

20/11/2018 08:30 69668N*** Lapse - RSA Email Success *** 23/11/2018 06:34

06/11/2018 12:05 69668N*** RSA EB 2nd RD Qualify for PH SMS Success +*** 14/11/2018 14:28

05/10/2018 10:42 69668N*** RSA EB 1st RD Insufficient Funds Qualify for PH SMS Success +*** 09/10/2018 10:24

02/04/2018 10:42 69668N*** RSA EB 1st RD Insufficient Funds Qualify for PH SMS Success +*** 04/04/2018 10:03

20/02/2018 08:30 69668N*** Lapse - RSA Email Success *** 27/02/2018 06:35

Money Management has indicated that it Policy 69668N*** does not qualify to be reinstated as it is too far in arrears.
As the premiums received was insufficient to reinstate and maintain the policy.

The Cash payments have been processed for refund.

Thank you

BILQEES CARELSEComplaints Administrator I OML Customer Complaints
Mutualpark, Pinelands
T. +27 (0)21 *** I E. *** I R. --OCM***7--

Dear Bilqees

First of all, Policy inception date is 2013, not 2016.

You initial stated there were missing payments in 2016, what happened to those now?
You did not answer my questions as per the previous email regarding the correspondence I had with Old mutual, how was my policy active while owing six premiums… why did you pay me R1500 for having the policy for five years without claiming if there were missing payments ????

Now I have attached payments which you state are missing for 2021, 2020 and 2019Tell me what happened to those payments I have attached???????

Another thing, I app**** for six months premium holiday and was granted, I have never heard of five months premium holiday, can you send me the document I have sent signed for that five months since I have signed for six months premium holiday……

This is day light *******, how do you get up in the morning to go to work just to ***** from people. Please get your facts right first before just replying for the sake of replying.
Answer all my questions on my previous email based on the processes, policy and procedures of Old mutual….

I have made 15 Payments for the year 2021 on its own not 10, where did you get such information. Again I say, refund me all my money since you no longer want as a Old mutual client, clearly you have too much clients to be giving such horrible customer experience, that’s if you understand CUSTOMER SERVICE.









On 24 Feb 2022, at 16:19, Customer Complaints Feedback <***> wrote:

Dear M Nkuna

Kindly find attached Policy 69668N*** payment history.

Please note the following:
A five month premium holiday occurred in 2017 for July - November.
In 2019 January a free reinstatement was processed.
The missed payments which occurred prior to the reinstatement is not written off.

Policy 69668N*** lapsed again on the 16 February 2021 due to the 6 outstanding payments.
The Cah payments were received in June 2021 after the lapsed end date of 16 February 2021.
Therefore the 10 cash payments paid after the 16 February 2021 , is due to you as a refund of premiums.

Please provide us with a bank statement to refund the premium payments due.

Thank you

BILQEES CARELSEComplaints Administrator I OML Customer Complaints
Mutualpark, Pinelands
T. +27 (0)21 *** I E. *** I R. --OCM***7--