Unauthorised (Debit off my account)

Item: Old Mutual
Rating: 1
Author: Naadia G

On the 09/11/2016 i contacted Gershwin Allies a "Personal Financial Advisor at Old Mutual Life Assurance" to enquire about an investment policy that i was considering taking out. We were then in contact and i decided to start the application process, i send my details through the same day. This was to only be active from January 2017. On the 28th November something unforseen came up and led to me having to cancel the policy as i would not be able to commit to the R500 per month as from January 2017. Gershwin then came back to me on the 30th November 2017 and advise me on what to do, see response from him below: (Okay , I understand. With the deduction only for next year… can you send a letter to me stating to remove benefit, with your ID number and signature please. I will ensure it gets processed. You will probably still get the contract. Thank you for informing me.) I sent the letter the very same day at 10:50 AM. To my suprise on the 20th February 2017 a R500 was debited from my account with reference : OMMAXPERLS. I immediately emailed Gershwin Allies to enquire about this, after not getting any feedback from him i decided to call the Client Services and spoke to Khaya on the 24th February 2017 of which he advised me to email the letter i sent to Gershwin Allies in November to have the policy cancelled, he also advised that i should email the complains and Client services departments, of which i did. I sent the email trail from November 2016. The reply i received from Gershwin on the 27th February 2017 was "I will follow up on this… I sent the letter through the same day you’ve sent it." Thats it, and today it is the 10th March and no feedback. I have called the client services again on 10th March 2017 and spoke to Khaya again, and yet nothing was resolved as he did not know anything, i was placed on hold for quite a few times, "he dont know what is happening as they are waiting for Gershwin to confirm a reference number of the email he sent in November....blah blah blah!" I ask for details of a manager and i am placed on hold again...i mean really now this is so unprofessional, i have never had so much up and down problems with Old Mutual. I want my money back into my account, i am not filling in any forms, i did not authorise this transaction, if you guys messed up please sort it out amongst yourselves i dont really care i just want my money back then i am done with you guys for good! I am angry and frustrated, i waste my airtime every time to phone. I want this sorted, i am not dealing with consultants anymore, i want a call from a manager if they want to take out the time to help me... if not then i am taking even further. Naadia Geland ( ********** ) CA ********** 2 Allies Gershwin ********** OMEM CST Complaints Management ********** Customer Service Centre **********

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