REF :CEB *** ********* lazy untrust worth old mutual

REF :CEB ***

On the 24th February 2020 I called old mutual in order to change my banking details from ABSA to FNB as I have 1 funeral cover that gets deducted from my account and all the other policies are taken via salary deduction . The person I spoke to told me because they will start in March as its already late for them to change and they will debit R160.00 since it was R80.00per month

During the lock-down I received messages that the policy had lapsed . I tried calling old mutual a number of times but the consultant were busy to such an extent my airtime would run out. I then decided to check my FNB bank statement to see what is happening in my account I noticed that Old mutual was debiting my account for different amounts every month meaning I was now being debited for all the policies I have and again they were taken via salary deduction on my payslip as some months it was R253 and another R563.01 since the update of my account to FNB .

On the 23rd October 2020 I decided to go to the Heidelberg branch to get assistance from a consultant but again I was routed to the telephone and spent almost the whole day there. with the help of the consultant there at the branch we found out that the money deducted form my payslip is the same as the one deducted from my account. I then was assisted to fill in forms to stop the deductions from my account as I pay via salary stop order and also requested my money be return my money back as this was above my salary . I was also advised that my money would be reversed back in 7 days .

Again nothing was done after I had sent the required documents and form with supporting documents. Nothing was done as my account was again debited that month , I then decided to go back to the branch to get assistance , I was again sent to phone . The person I spoke to again apologised for the mistake and promised to resolve the matter for me again . I filled in forms to stop the debit order and for the refund . On the 7th of November 2020 I received an sms requesting I type a letter stating how the policies should be paid by . I wrote the letter and emailed it and noted the reference no on subject line .

I again received an sms requesting for my email address which I again sent and I received confirmation they had received it that was on 16th November 2020 as I expected to everything to be finalised. To my surprise nothing was done as I again had to go branch to branch as my account was debited .

I trusted Old mutual but due to staff negligence my brothers policy lapsed while I continue to donate my hard earned money to old mutual which is depressing and my query is never resolved and I expect my brothers policy to be reactivated and up to date and all the money deducted above t my brothers expected policy debit or to be reversed back in to my account as this is very ********* as my account was being debited from march 2020to date and whenever they request for statements I get them even though I get charged for those statement .

I expect all the money debited from my FNB account to be refunded as its my money and I need it back .

Hoping my query will be resolved promptly as promised so I can regain my trust in old mutual.REF :CEB ***

Regards Bongi Lynn Mtshali