REPEATED ADMINISTRATIVE ERROR*****R CUSTOMER SERVICE

I am extremely angry and disappointed with the ongoing poor service I am receiving from Old Mutual. In October, I opened a complaint on HelloPeter regarding the mishandling of my policies. I was assured that once my banking details were updated and my outstanding premiums were debited on 14/11/2025, the issue would be resolved. However, despite everything being corrected, I was shocked to receive lapse letters for both of my policies. I immediately responded and received the following reference numbers: • CMPLNTS***5 • HS***0 I also received confirmation from Old Mutual representatives that my policies would not lapse. To make matters worse, yesterday I discovered that Old Mutual reversed/refunded the premiums that were successfully debited on 14/11/2025 — without any explanation. This is unacceptable and contradicts the confirmations I was given. I have held these policies for many years and cannot afford to lose my benefits because of repeated administrative failures on your side. This has caused unnecessary stress, inconvenience, and a loss of trust. I require the following to be corrected urgently: 1. Immediate reinstatement of both policies with full benefits intact and no penalties. 2. Written confirmation of each policy’s current status. 3. A full explanation for why the premiums that were deducted on 14/11/25 were reversed after being correctly deducted. 4. Assurance that this will not happen again.