Reimbur*****t of funds to be paid :

Dear Hellopeter Team,

I am writing to formally lodge a complaint against Old Mutual Pinelands CPT concerning an unresolved issue that has persisted since October 2023. Over this period, I have communicated with various levels of their management regarding additional premiums that were paid into my portfolio. It was later discovered that these payments were unnecessary.

Despite my numerous attempts to resolve the matter, Old Mutual has repeatedly failed to provide a clear explanation of where these funds have been allocated. Based on my analysis including that of a manager at OM, it is evident that Old Mutual owes me a refund for these excess payments.

What is most concerning is the persistent unprofessionalism and lack of accountability at Old Mutual. A few months ago, I raised this issue through HelLopeter and received a response within 5 minutes. While I appreciate the prompt reply, the person who contacted me only passed the responsibility to another department, and the issue remains unresolved.

When I escalated the matter to their arbitration department over a month ago, I was met with open-ended responses stating that further investigation is needed, without any specific timeframe for resolution. This leaves me guessing when, or if, this problem will be addressed, further deepening my frustration.

The continuous passing of responsibility, lack of clear communication, and failure to commit to a resolution timeframe highlight a troubling degree of incompetency within Old Mutual. It appears that they regard their policyholders as unimportant when it comes to resolving significant issues like this.

Given the unprofessionalism and negligence I’ve encountered, I had considered taking this matter to a Cape Town radio station to expose Old Mutual’s mishandling of the situation. However, I refrained in the hope that the arbitration process would yield results. After 10 months of waiting, it is clear that more decisive action is needed.

I now seek your assistance in bringing this matter to a swift and satisfactory conclusion. I believe it is crucial to expose Old Mutual’s behaviour in this case to prevent such negligence from affecting other policyholders.

Thank you for your attention to this critical issue.

Kind regards, Glynda