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Lalla M

1 reviews | Active since Dec 2022

02 Sept 2025, 22:46

OLD MUTUAL *****ULENTLY ATTEMPTING TO DEBIT MY ACCOUNT WITH UNAUTHORISED DEBICHECK MANDATES

I am extremely frustrated with Old Mutual. Despite cancelling my two funeral policies with Old Mutual months ago, I recently discovered that two DebiCheck mandates were submitted against my Capitec account without my authorisation.

I immediately contacted Old Mutual via email, and Charlene Mc Kie responded requesting either the reference numbers for the mandates or my policy number. I provided both, even though I do not currently hold any active policies with Old Mutual. This proves I have no relationship with Old Mutual and no valid reason for any debit mandates to be lodged against my account.

This is not the first time I’ve had issues with Old Mutual. Even when I was a client, I experienced problems that eventually led to the cancellation of my policies. Now, despite no longer being a client, Old Mutual is still causing unnecessary inconvenience and stress.

I urgently demand that Old Mutual: 1. Remove these unauthorised DebiCheck mandates from my Capitec account immediately. 2. Provide written confirmation that no further debit orders or mandates will ever be lodged against my account. 3. Explain how and why a company can continue to submit mandates against individuals who have no relationship with them.

This matter is urgent as I have upcoming debit orders and need to transfer money to my account. Old Mutual’s actions are completely unacceptable and border on *****ulent behaviour.

I expect swift action to resolve this.

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Replies (9)
Old Mutual
Old Mutual's reply03 Sept 2025, 07:43
Official
Good day Lavan M, 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
LM
Lalla M's update03 Sept 2025, 13:38
Reviewer Update
Old Mutual continues to provide nonsense responses. Delia Smit claims that Old Mutual “cannot remove anything from another company’s app,” even though the mandate clearly originates from Old Mutual. They have previously removed mandates from my FNB account without issue, so this excuse is completely unacceptable and misleading.

This entire situation has been time-consuming, stressful, and extremely frustrating. I want this unauthorised mandate removed from my Capitec account immediately. Stop shifting blame, stop wasting my time, and take accountability for your actions. The fact that Old Mutual continues to harass me despite ending my relationship with them on a bad note is outrageous.


Old Mutual
Old Mutual's reply03 Sept 2025, 14:13
Official
Good day Lavan M,

We sincerely regret the frustration and stress this situation has caused you. Please be assured that we take your concerns seriously. We would recommend that you respond to the email so the team can assist you further if you have any concerns.

Kind regards,
Old Mutual Complaints Management
LM
Lalla M's update03 Sept 2025, 14:17
Reviewer Update
Please ask Delia Smit to share our correspondence publicly so that it is clear just how utterly unhelpful she has been. I have provided multiple screenshots as proof, yet I still do not have a resolution. How difficult is it to remove a mandate that you yourselves submitted?

To remind you, this was Delia’s initial message to me:

“We’ve identified a technical error that led to Debicheck mandates being sent out incorrectly. This was only a notification – no actual debit orders were lodged. We sincerely apologise for the confusion and inconvenience this may have caused. The issue is currently being addressed, and we’ve been assured that a communication will be sent to all affected clients.”
I don’t care about “all affected clients.” I am not interested in excuses, explanations, or reassurances about a system-wide issue. I want this unauthorised mandate, which is reflecting on my Capitec account, removed immediately.


Old Mutual
Old Mutual's reply03 Sept 2025, 15:23
Official
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
LM
Lalla M's update04 Sept 2025, 12:48
Reviewer Update
My issue remains completely unsolved. I have gone back and forth with Old Mutual, sent multiple screenshots, quoted your own consultant’s words, and yet the unauthorised mandate is still reflecting on my Capitec account.

I am beyond fed up with the endless excuses, delays, and empty reassurances. You caused this problem by submitting the mandate, and it is your responsibility to remove it. Stop wasting my time, stop shifting blame, and stop treating me like I do not understand what is happening on my own account.

I want this mandate gone. Not tomorrow, not “under investigation,” not “in progress.” Gone. Now.


Old Mutual
Old Mutual's reply04 Sept 2025, 13:48
Official
Hi Lavan

Thank you for your follow up messages. We note them and will will continue to respond to you via email as we have been doing.

Thank you for your patience.


Regards,
Old Mutual Complaints Management
LM
Lalla M's update05 Sept 2025, 10:28
Reviewer Update
The feedback I received from Capitec makes this even worse. Capitec confirmed that Old Mutual sent the mandate and that although I never accepted it, you produced and authorised documents to push it through anyway. That is not a “technical error,” it is outright *****.

Old Mutual is de*****ing clients and former clients, and if this mandate is not removed immediately I will be taking legal action. Everyone on social media who warned me about Old Mutual being nothing but trouble was absolutely right.

Capitec has also confirmed they will not remove this for me, which leaves me with no choice but to close my Capitec account completely, because it is now clear that both Old Mutual and Capitec are running this *****ulent scheme together at the expense of consumers.


Old Mutual
Old Mutual's reply05 Sept 2025, 11:26
Official
Hi Lavan, thank you for sharing the additional feedback. We are following up regarding this.

Regards,
Old Mutual Complaints Management