Old Mutual recorded incorrect IRP5s on SARS for 2025 tax year and they do not know how to fix it.

M. had a pension at previous job. Left job December 2025. Amount, R190k had to be transferred from Old Mutual to Momentum as annuity. Was not done by year-end. When we did her tax return, there was a IRP5 from Horizon Investments that the money was paid out to M according to the two pot system, tax-free. She DID NOT receive the money, it was still at Old Mutual at 28/02/2025. It was transferred from Old Mutual to Momentum in May 2025 We wanted them to correct the incorrect IRP5, income paid out shown on SARS, transaction. Nobody seems to know how to do it. Old Mutual sent document from SARS which give them permission to pay it out to M without PAYE. IT WAS NEVER PAID OUT TO HER. IT WAS STILL SOMEWHERE IN OLD MUTUALS BOOKS. We wanted Old Mutual to give M an IT3 that the money was paid into another annuity at Old Mutual, to show that the money was still with them at 28/02/2025. That "deduction" on the IT14 tax return will cancel out the incorrect "income" on the tax return. They just say there was no PAYE on. They only think about the tax implications in the 2025 tax year. But they must think further. The future implications. This year is not the problem. Future implication: At retirement you are allowed to get R550 000 tax-free from your pension. On SARS system it is now shown that M has received R190k already in the 2025 tax year. Therefore, her tax-free amount will be reduced by R190k. In effect that will mean that her taxable amount will increase with R190k, due to Old Mutual/Horizon Investments incorrect IRP5. She will then have to pay tax on the R190 000 which she did not receive in the 2025 tax year!!!

We have tried for weeks to get anybody at Old Mutual who can help us to correct this fault on their side. No happiness. We only reached admin people, who has no idea what we are talking about and who definitely do not know how to correct this, and they cannot refer us to someone more senior, who understands the later tax implications of their incorrect IRP5's. A senior person will have to tackle this fault and give us a tax certificate that the money, which M had not received, was paid back into Old Mutual as annuity. I know she did not pay it, yes, but she also had not received it. We need for the effect off the "IRP5 income" in M's tax return to be reversed. How else will they correct their fault?