Old Mutual - Poor Service

I have given this company ample opportunities to respond to me but can you believe after more than 2 decades of premiums paid to them, not even a courtesy call to address my concerns.

This is the letter I sent to their client & customer services following the poor service I received from them.

RE: Unhappy customer, request to Surrender, Cancel or make my Policies “Paid Up”

Dear Sir/Madam, I am not satisfied with the service or lack thereof from Old Mutual. I therefore would like to enquire about my options to either Surrender, Cancel or make my policies “Paid Up” The policies in question: a. Greenlight Death lumpsum omitted b. Greenlight Sever Illness omitted In December 2024, I acknowledged a mistake on my side when I accidentally reversed a debit order not realising that the premium had increased by 5 %. I then immediately attempted the following to rectify the error:

1. I changed the debit order date using the Old Mutual App from 25th to 30th hoping that a payment would go out, but it did not work.

2. I contacted Nedbank to see if they could assist. They advised that only Old Mutual could request another debit order.

3. I thereafter contacted Old Mutual on 31 December 2024, however the missed payment did not reflect at that stage and I was requested to call back by the 3rd January 2025.

4. I also requested if I could make an EFT but this was not an option for the Greenlight policies.

5. I contacted Old Mutual again on 2nd January 2025, and spoke to Jayson to initiate a debit order, unfortunately, he was unable to assist advising that the system was down and advised that I should forward an email to *********** with my request.

6. An email dated 02/01/2025 was sent at 10:30 am wherein I requested a debit order to be initiated.

7. I thereafter received an email from Abdul Malik Bester at 10:24 on 3rd January 2025 requesting permission for me to approve a double debit for 25th January 2025 (Ref -CCCPC**********2)

8. I immediately responded to Abdul Malik Bester at 10:32 the same day confirming my approval for a double debit.

9. Subsequent to the agreement, on 9th January 2025, I received two emails from Old Mutual requesting additional information, however no documents to complete were supp****. (Ref CEA**********1)

10. I forwarded those emails to Abdul Malik Bester on 13th January 2025 at 18:05 and I received a response alerting me that the premiums were set for the 27th January 2025 Ref CCCPC**********2)

11. On the 27th, just a single debit order went out contrary to the agreement. This therefore meant that my policy would be cancelled based on the letter I received from Old Mutual when the mis payment was acknowledged.

12. There have been quiet a few emails back and forth but sadly, none of the advisors contacted me to offer any assistance.

13. On 30th December 2024 and again on 13th January 2025, I sent emails together with a consent form to Meena Singh requesting for either her or an advisor to contact me to discuss my policies but again sadly, no one bothered to get back to me.

I therefore wish to know my best options to either Surrender, Cancel or make my policies “Paid Up” I believe that I have now accumulated sufficient retirement with two separate companies and only wish to have just enough life cover to settle my assets approximately R 2.5 million.

Following this letter, I received an email from Tendani Mugohan saying that my policy was placed on hold & the premiums would then go off as normal, however, subsequent to this, I received another email from Kerrin Land confirming that my policies have completely lapsed.

I responded to the Manager but as you can guess, no reply.

Dear Kerrin and Management team, this just proves that attached email I received from Tendani Mugohani was a false assessment following my complaint? Old Mutual has gone ahead and cancelled my policies based on inconsistent information between the different divisions. All the facts surrounding the initial mis premium in December 2024 have been disclosed yet Old Mutual failed to comply with your own under taking and have now resorted to the cancellation of my policies???? This exposes the real incompetence between the divisions