Service unsatisfactory

In January 2017 I changed my policies from stop order to debit order. I then requested that all my debits go off on the 1st day of every month and reserved sufficient amount for all. It was smooth for only a few months then Old Mutual started debiting any time which disorganised the whole arrangement because once they debit before the agreed date they couldn't receive the amount required.

I went to different branches to be assisted but there has always been a one area that is not solved or the one policy that was okey before I went to the branch will be affected. I once requested that in order for things to work out better for me I would like all my life policies to be debited on one debit and be allocated to all and all my group policies to be debited as such. All that was in vain.

I again requested that my stop order be re instated but that was also not effected. I missed payments after which I requested that I be assisted in order to rectify that and I received a call making an arrangement for the amounts to be debited bit by bit until I have paid all arrears but that didnt occur although I reserved money on my account. The most unfortunate part is the fact that Old Mutual doesn't honour arrangements and I'm the one who is penalised for that.

For some of the arrangements made telephonically from the head office there is no written note sent to me because now that my policies ended up lapsing I need the copies of those conversations. As a proof, please read the following sms as some of the correspondence where there is no consistency from OM as dated:- 20 September 2017 Dear Old Mutual Client, Pol 69210N ********** 79. According to our records the policy lapsed on 19/03/2017. The reinstatement period ended on 17/06/2017. Therefore this policy cannot be reinstated. (Ref: ********** )

20 September 2017 Dear Old Mutual Client, Pol ********** ********** 6. According to our records the policy lapsed on 17/05/2017. (Ref: ********** , we require all the arrear premiums before your policy can be re-instated and your debit order activated R 517.82 x 6 ) 15 August 2017 Old Mutual. In order to finalise your request, please submit the outstanding requirements as requested via SMS/Email on 25/07/2017 and 01/08/2017. Should we not receive the requirements by 29/08/2017 the request will be closed. Fax ********** 344/Email ********** Quote this Ref: CE **********

01 August 2017 Old Mutual. In order to finalise your request, please submit the outstanding requirements as requested via SMS/Email on 25/07/2017. Fax ********** 344/Email ********** Quote this Ref: CE ********** Old Mutual. MR MKHUSELI DANDALA. Dear Valued Customer as per our telephone conversation please make cash payment for policy 69210N ********** 79 - R152.41,69210N ********** 00- R429.55 & ********** ********** 6 - R517.82 in order for the policies to be reinstated.. Tel ********** 000. Quote this Ref: CE **********