1 reviews | Active since Dec 2022
Terrible service
I am writing to formally raise a complaint regarding the unacceptable service I have received in attempting to access my policy documents and the subsequent wrongful cancellation of my policies.
On April 2, I contacted Old Mutual and spoke to a consultant named Mkhululi. My initial reason for calling was to request that my debit order be reprocessed, as it had not gone through the previous day. During the call, I expressed that before agreeing on a new debit date, I needed to review my policy documents to ensure that all details, particularly my listed beneficiaries, were still accurate. This concern arose after reviewing troubling social media reports regarding changes being made to client policies without consent.
Mkhululi advised me to request my policy documents via the WhatsApp service. I followed the instructions, entered my ID number, and was informed that no policies could be found. This is alarming, as I hold two active policies with Old Mutual.
I called again and spoke with a consultant named Melissa, whose handling of the matter was completely unprofessional and dismissive. She informed me that there was nothing she could do and instructed me to send an email. Frustrated by her lack of assistance, I stated that I wished to cancel my policies. She did not attempt to understand my concerns or offer a solution, instead, she was quick to proceed with the cancellation request. Melissa confirmed that the request had been logged.
Moments later, just before 5:00 p.m. on the same day (April 2), I called again and was connected to Mkhululi. I explained my conversation with Melissa and clearly requested that the cancellation request be stopped, as I needed to secure documentation for my new insurer in order to have any potential waiting periods waived. Mkhululi confirmed that he had logged a request to halt the cancellation.
That same day, I sent an email requesting my policy documents and received only an automated acknowledgment (I can provide the reference number upon request). No one responded to my request.
To my dismay, on Saturday, April 5 at 10:04 a.m., I received an SMS from Old Mutual confirming that both of my policies had been surrendered, despite my request to stop the cancellation. This is entirely unacceptable and reflects either a serious breakdown in internal communication or complete disregard for client instructions.
I sent another email on April 5 requesting a cancellation or lapse letter and a full schedule of benefits, as I needed these documents for my new insurer. Once again, I received no response. I followed up on April 8 and copied the complaints department in the thread. I finally received a reply from Shameemah Jatiem, who advised that the matter had been referred to the Group Schemes department.
To date, I have not received the documents I initially requested or a satisfactory explanation for why my instructions were ignored. I am extremely disappointed in the service I have received. This experience has left me concerned about how my beneficiaries would be treated in the event of a claim. No client should have to chase down basic documentation or experience such disregard for clear and timely communication.
I am formally requesting the following without further delay:
A Cancellation/Policy Lapse Letter for both policies.
A Schedule of Benefits for both policies
A written explanation for why my request to halt the cancellation was not honored.
Please treat this matter as urgent. I would like to close this chapter and ensure I have the proper documentation to proceed with my new insurer.
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 should further information be required.
Kind regards
Old Mutual Complaints Management
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 should further information be required.
Kind regards
Old Mutual Complaints Management
Old Mutual has since responded through Charlene Mc Kie saying my complaint has been “referred to the relevant business unit for investigation.” This is not acceptable.
Why must I wait for an investigation when I am not even a client of Old Mutual? I have already provided the reference numbers for the unauthorised DebiCheck mandates, yet the mandates are still sitting on my Capitec account.
I have legitimate debit orders coming up for companies I actually have agreements with, and I refuse to be inconvenienced, placed at financial risk, or stressed by Old Mutual’s incompetence.
This is a straightforward issue: remove the unauthorised mandates immediately and confirm in writing that no further debit orders or mandates will be submitted against my account. The longer Old Mutual drags this out, the more unacceptable and suspicious this behaviour becomes.
Old Mutual has since responded through Charlene Mc Kie saying my complaint has been “referred to the relevant business unit for investigation.” This is not acceptable.
Why must I wait for an investigation when I am not even a client of Old Mutual? I have already provided the reference numbers for the unauthorised DebiCheck mandates, yet the mandates are still sitting on my Capitec account.
I have legitimate debit orders coming up for companies I actually have agreements with, and I refuse to be inconvenienced, placed at financial risk, or stressed by Old Mutual’s incompetence.
This is a straightforward issue: remove the unauthorised mandates immediately and confirm in writing that no further debit orders or mandates will be submitted against my account. The longer Old Mutual drags this out, the more unacceptable and suspicious this behaviour becomes.