Hellopeter
Share Your Experience
HJ
Hannelene J

1 reviews | Active since Sept 2021

07 Apr 2026, 09:37

ormal Complaint: Failure to Refund Incorrect Deduction on Lapsed Policies

Dear Sir/Madam,

I am writing to lodge a formal complaint regarding the failure to refund an incorrect deduction made from my account, despite multiple follow-ups.

Policy Details:

Policy Number: *** (***) Policy Number: *** (***)

Both of the above policies had already lapsed; however, an amount was still deducted from my account on 25 March 2026.

This matter was initially reported under enquiry number: CEA*** – Old Mutual Enquiry (CCCCR***1)

Since then, I have made several follow-ups, yet:

No refund has been processed No meaningful feedback has been provided No one has contacted me to resolve this issue

This lack of response and delay in resolving a clear billing error is unacceptable.

I hereby formally request:

An immediate investigation into this matter A full refund of the deducted amount without further delay A written explanation for the failure to action this request timeously Confirmation once the refund has been processed

Should this matter not be resolved within 7 working days, I will have no choice but to escalate it further to the relevant regulatory bodies and ombudsman.

I trust that this complaint will now be handled with the urgency and seriousness it deserves. Hannelene Jason Id *** ***

Kind regards,

0
Replies (2)
Old Mutual
Old Mutual's reply07 Apr 2026, 10:41
Official
Good day

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
HJ
Hannelene J's update06 May 2026, 12:03
Reviewer Update
I refer to my complaint submitted on 28/04/2026 regarding unauthorized deductions made on 25/04/2026 for the following policies:
  • Policy Number: ***
  • Policy Number: ***
  • Policy Number: ***
To date, I have still not received the refund, nor have I received a clear update on the status of this matter. Please clarify the following urgently:
  1. Why the refund has not yet been processed
  2. Why there is a delay when the deduction reflected immediately on my account
  3. The exact date on which the refund will reflect in my account
⚠️ URGENT ACTION REQUIRED I request:
  • Immediate confirmation of refund processing
  • Proof of payment / refund reference number
  • Written confirmation that all policies are cancelled and no further deductions will occur
This matter has now been ongoing for several months, and the continued delay is unacceptable. If I do not receive a resolution urgently, I will escalate this matter to the relevant regulatory authorities.