tW
tulisa W
1 reviews | Active since Aug 2022
12 Dec 2025, 19:38
policy canceled
I’m very disappointed with Old Mutual. You cannot cancel a policy that was paid. The premium for this policy was paid on 27 November 2025, and if you need proof of payment, I’m happy to share it.
There was no communication from your side, and today I received a letter saying the policy has been cancelled. I phoned the head office and was told the policy was only behind by one month, so this cancellation makes no sense.
Please fix this matter immediately. The lack of communication is unacceptable. I have been paying this policy since 2016, and I paid this policy on the 27th as required.
Helpful (0)
Replies (3)0
Replies (3)
Old Mutual's replyOfficial
12 Dec 2025, 19:46Good day Tulisa, 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
Kind regards
Old Mutual Complaints Management
Old Mutual's reply12 Dec 2025, 19:46
Official
Good day Tulisa, 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
Kind regards
Old Mutual Complaints Management
tW
What nonsense is this? After cancelling my policy, you are now saying there was a refund. There was no refund at all. The premium was paid on 27 November 2025 using Pay@. If your Pay@ system does not reflect payments immediately, that is not my fault. I followed the correct payment process. This situation has caused unnecessary stress and frustration. I want my policy reinstated and active before the end of this week. If this matter is not resolved urgently, I will have no choice but to involve my legal team and the media. I would prefer to resolve this directly, but the lack of accountability is unacceptable. Please treat this as a matter of urgency
Thank you for your email.
We can confirm that we received the payment on 27 November 2025; however, the premium was refunded due to a late matching of the payment.
Your policy can be revived. Kindly complete the attached form so that we may proceed with processing the revival without delay.
Kind Regards
Paul Jenneke
Call Centre Agent | Premium Management Complaints
tulisa W's updateReviewer Update
17 Dec 2025, 13:26What nonsense is this? After cancelling my policy, you are now saying there was a refund. There was no refund at all. The premium was paid on 27 November 2025 using Pay@. If your Pay@ system does not reflect payments immediately, that is not my fault. I followed the correct payment process. This situation has caused unnecessary stress and frustration. I want my policy reinstated and active before the end of this week. If this matter is not resolved urgently, I will have no choice but to involve my legal team and the media. I would prefer to resolve this directly, but the lack of accountability is unacceptable. Please treat this as a matter of urgency
Thank you for your email.
We can confirm that we received the payment on 27 November 2025; however, the premium was refunded due to a late matching of the payment.
Your policy can be revived. Kindly complete the attached form so that we may proceed with processing the revival without delay.
Kind Regards
Paul Jenneke
Call Centre Agent | Premium Management Complaints
tW
tulisa W's update17 Dec 2025, 13:26
Reviewer Update
What nonsense is this? After cancelling my policy, you are now saying there was a refund. There was no refund at all. The premium was paid on 27 November 2025 using Pay@. If your Pay@ system does not reflect payments immediately, that is not my fault. I followed the correct payment process. This situation has caused unnecessary stress and frustration. I want my policy reinstated and active before the end of this week. If this matter is not resolved urgently, I will have no choice but to involve my legal team and the media. I would prefer to resolve this directly, but the lack of accountability is unacceptable. Please treat this as a matter of urgency
Thank you for your email.
We can confirm that we received the payment on 27 November 2025; however, the premium was refunded due to a late matching of the payment.
Your policy can be revived. Kindly complete the attached form so that we may proceed with processing the revival without delay.
Kind Regards
Paul Jenneke
Call Centre Agent | Premium Management Complaints
Old Mutual's replyOfficial
17 Dec 2025, 14:10Good day Tulisa, 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
Kind regards
Old Mutual Complaints Management
Old Mutual's reply17 Dec 2025, 14:10
Official
Good day Tulisa, 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
Kind regards
Old Mutual Complaints Management