Unauthorised Debit After Cancellation

6I am writing to formally express my extreme disappointment and dissatisfaction with the unprofessional service I have received from Old Mutual.

On *13 July 2026*, I opened a funeral policy. I cancelled the same policy on *14 July 2026* and received confirmation on the same day, 14 July 2026, that it had been cancelled.

To ensure no further debits occurred, I called your debit order department and spoke to an agent who explicitly confirmed that all debit orders linked to the policy had been cancelled.

To my absolute shock, my bank account was still debited on *25 August 2026* for this cancelled policy.

When I called to query this unauthorised debit, your staff had no explanation whatsoever. This is unacceptable. To confirm cancellation and then still debit my account is misleading and unprofessional. It gives the impression that you lie about cancellations in order to continue using clients' money. Had I not checked my account, you would have continued debiting me.

I have requested an urgent refund of the amount debited on 25 August 2026. I was told it will take 30 days. This is unreasonable. Why should it take 30 days to refund money that was taken without authorization, when the debit itself was processed immediately?

I hereby demand the following:

1. Immediate refund of the full amount debited on 25 August 2026 into my account, without the 30-day delay. 2. Written confirmation that my funeral policy remains cancelled and that absolutely no further debit orders will be attempted. 3. A written explanation as to why my account was debited after confirmed cancellation.

I should not have to waste my time following up on money that rightfully belongs to me.

If this matter is not resolved and my refund is not processed urgently, I will escalate this matter to the Ombudsman for Long-Term Insurance and will take legal action to recover my funds.