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Sipho T

1 reviews | Active since May 2026

19 May 2026, 16:46

*****ulent deductions policies

I am writing to formally lodge a grievance regarding the unacceptable handling of my case at Old Mutual, specifically the Kariega Branch. Despite repeated visits and communications over the past four months, my matter remains unresolved, and I continue to experience deductions from my Persal account for policies I neither authorized nor consented to.

On 15 February 2026, I reported that since 2019, deductions have been made from my Persal account regarding a policy that I did not open. I was issued a case reference number (CEB Reference number ***) and submitted the necessary supporting documents (Also attached affidavit from the police with case number)Despite this, there has been no meaningful progress or communication from your office.

Shockingly, I later discovered that another *****ulent policy (CEB Reference number ***) was opened without my knowledge again deducting from my Persal from Old mutual.. On 22 April 2026, I received an SMS stating that this policy had been cancelled and that R600 was deposited into my account. This amount is wholly inadequate and does not reflect the total deductions made from my Persal account over several years.

Since February, I have visited the Kariega Branch almost every second week, only to be met with contradictory explanations, delays, and evasive responses. I have repeatedly requested the identity of the person(s) who opened these policies, but your staff refuse to disclose this information. I have also been told there is no manager available at the branch, which is unacceptable.

*****ulent activity has occurred, and I am being denied transparency and accountability. I demand the following:

Full refund of all deductions made from my Persal account since 2019 for both the life cover and funeral policies.

Immediate cancellation of all *****ulent policies linked to my name and Persal account.

Written confirmation of the cancellation and refund process, including timelines for completion.

Disclosure of the identity of the person(s) who *****ulently opened these policies.

I further request that this grievance be escalated to senior management and the compliance department for urgent intervention. Continued delays and evasive conduct are unacceptable and constitute a breach of trust and duty of care.

Should this matter not be resolved within 14 days, I will have no choice but to escalate it to the Ombudsman for Long-Term Insurance and pursue legal action to recover my funds and hold Old Mutual accountable for *****ulent activity.

I trust this letter will be treated with the seriousness it deserves.

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Replies (15)
Old Mutual
Old Mutual's reply19 May 2026, 16:49
Official
Good day Sipho, 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 during business hours should further information be required.

Kind regards
Old Mutual Complaints Management
ST
Sipho T's update20 May 2026, 18:12
Reviewer Update
Please do because this is frustrating and *****
Old Mutual
Old Mutual's reply20 May 2026, 18:17
Official
Good day,

We can assure you that we are following up regarding this.

Kind regards,
Old Mutual Complaints Management
ST
Sipho T's update03 Jun 2026, 12:30
Reviewer Update
Good Day,
I am writing to formally raise my concern regarding the refund amount of R3413.70 received today from Old Mutual. This amount is not close to what is owed to me, and no communication or breakdown has been provided to explain how this figure was calculated. This lack of transparency is both frustrating and unprofessional.
Since 2019, deductions have been made from my account without interruption. Below is a clear breakdown of the deductions per year:
2019: R216 each month for 12 months
2020: R216 each month for 12 months
2021: R216 each month for 12 months
2022: R247.61 each month for 12 months
2023: R247.61 each month for 12 months
2024: R272.98 each month for 12 months
2025: R283.89 each month for 12 months
2026: R283.89 each month for 5 months
I kindly request a full and detailed breakdown of how the refund amount was calculated, including the total deductions made each year. Additionally, I would like clarification on when it was communicated that only this amount would be refunded.
Please address this matter urgently and provide the correct refund amount, as this situation has caused significant frustration.
Attached are the payslips for each year as proof of the deductions.
RegardsMr Tsotso
Old Mutual
Old Mutual's reply03 Jun 2026, 15:41
Official
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 during business hours should further information be required.

Kind regards
Old Mutual Complaints Management
ST
Sipho T's update03 Jun 2026, 16:36
Reviewer Update
Thank you
ST
Sipho T's update05 Jun 2026, 15:43
Reviewer Update
Good Day
Thank you for escalating the matter. I would appreciate it if you could provide me with a clear time frame for when I will receive feedback on the issues I have raised, as these requests have been outstanding since February.
I must express my growing frustration at the continued lack of communication. I find myself repeatedly requesting the bare minimum that should ordinarily be provided by Old Mutual. This prolonged silence has left me feeling wronged, particularly as the matter relates to something I never authorized.
I therefore respectfully request:
A specific time frame for when I can expect feedback on all outstanding matters.
Improved communication going forward, with timely updates and transparency.
I trust that this will be addressed with urgency, and I look forward to receiving a clear response.
RegardsMr Tsotso
Old Mutual
Old Mutual's reply05 Jun 2026, 17:19
Official
Good Day Sipho,

We note your comments, please be advised that this matter is being attended to and feedback will be provided via email.

Regards
Old Mutual Complaints Management
ST
Sipho T's update18 Jun 2026, 12:00
Reviewer Update
Good Day,I am writing to formally express my concern regarding the lack of communication on my request. Despite repeated assurances that feedback would be provided, I have not received any substantive updates. Each email I have received has contained promises of escalation, but no actual progress or meaningful communication has followed.This continued pattern of empty assurances without tangible support has caused significant frustration. I respectfully request clear and timely communication on the status of my matter, along with concrete steps being taken to resolve it.I trust you will treat this matter with the urgency it requires and I want my refund.

Please stop deducting from my account without my approval.Its *****!!!!!!
ST
Sipho T's update19 Jun 2026, 05:23
Reviewer Update
Good Day,I am writing to formally follow up on the breakdown of the payment that was promised to me last week. To date, I have not received any communication or documentation in this regard.It is unclear how the amount sent to me was calculated, as it does not correspond with the deductions reflected on my account. I was assured that a detailed breakdown would be provided within 5–7 working days, yet I have had to repeatedly send emails in order to receive any response.You have beend defeating without authorisation since 2019.

I kindly request that you provide the full breakdown report of the payment made to me last month of that R3413.70. Surely, such a report must exist, as payments cannot be processed without proper calculations.I urge you to honor the commitments made in your previous correspondence and provide the requested information without further delay.I am extremely frustrated by the lack of communication and trust that this matter will be resolved promptly.

Regards,
Mr Tsotso
Old Mutual
Old Mutual's reply19 Jun 2026, 07:16
Official
Good Day Sipho, we note your comments, please be advised that this matter is being attended to and feedback will be provided via email. 

Regards 
Old Mutual Complaints Management 
ST
Sipho T's update19 Jun 2026, 10:32
Reviewer Update
Thank you
ST
Sipho T's update22 Jun 2026, 13:40
Reviewer Update
Old mutual keeps writing automated responses and send you emails which are full of empty promises.

I have asked for a breakdown since last week but this week they come with another excuse. I have no option but to further escalated this to fasi ombund as all you guys do is frustrate me but no answers.

They have been deducting from my account for the past 8 years and I never gave authority of this. My frustration they are still deducting after countless times I have asked them to stop.

Please refund my money and stop doing *****.

Regards
Old Mutual
Old Mutual's reply23 Jun 2026, 02:45
Official
We note your comments and sincerely apologise for the frustration caused by the lack of feedback. Please be advised that your matter is receiving attention, and the responsible team will provide you with feedback via email once the investigation has been completed.

Kind regards,
Old Mutual Complaints Management
ST
Sipho T's update24 Jun 2026, 16:45
Reviewer Update
Good day

You keep saying this but you continue with the lack of communication and you do the same thing
How can you send another SMS without any communication and email of the first breakdown of refund you sent which does not make sense?

Yesterday you send another email but still no clarification or communication about it? Is this how you continue ****ming people and frustrating them?? Is this how Old mutual functions of *****ing people money without their authority?

I have every right to be frustrated!!! Wouldn't you be frustrated if I kept deducting money from your account without any authorization??

I have asked since February to give me the name who authorized this ***** on my account still no name. I have asked who was out on these policies and beneficiary and no one wants to tell me when I visited the Uitenhage old mutual branch. Why???? Guess ***** once again.

Refund my money and stop telling me stories.i was promised that I will get an outcome after 5-7 days and nothing still yet.

Escalate this to higher management please. You have been decuting more than 7 years. I want my money Old Mutual.