Old Mutual we need your help!

In July 2023 we requested Old Mutual to change banking details as well as beneficiaries on my mom's life policy, after my Dad passed away. The beneficiaries were changed and in September Old Mutual rep**** that a double premium would be taken the next month. No premiums were deducted. She requested for Old Mutual to contact her, because she wanted to do the payment. In December 2023 Old Mutual had several amounts movement through the account... But deposited it again.?? Apparently Old Mutual now do not have the new banking details? How is that possible? Why does Old Mutual reflect on her statement in December?

Last week the email from Old Mutual reads that the case will be investigated... Now the policy has lapsed?

She's been to an Old Mutual office prior to the lapse and contacted Old Mutual several times over the passed six months. To no avail. So much stress for an pensioner. Now she has received a sms that the policy has lapsed.

We have proof of communication with Old Mutual. We need urgent assistance.