unprofessional ******* & ********** conduct

I want to state categorically in writing about my total disappointment with you guys following discovering that my policy was cancelled/lapsed without my knowledge, consent or instruction.

I have been a client and owning this policy since 01/09/2009 with not even a single payment ever missed as I have always paid via a STOP ORDER. It is when I checked my February Payslip yesterday the 11th Feb 2019 that it doesn’t appear, to which both my HR & Finance Unit confirmed that they gave Old Mutual NO INSTRUCTION for the cancellation and neither did I. The main issue was HOW DID IT GET CANCELLED/LAPSED when I didn’t instruct as such? To which I still demand an answer. Upon calling the call centre and visiting the branch nobody could pick up why it happened as no instruction was ever made by me or anyone on my behalf except a beneficiary change (removal of my ex wife) which I did in September 2018.

Furthermore we both know with Greenlight only 2 resuscitations are allowed on a lapsed policy and how is that now going to affect me after GIVING NO INSTRUCTION whatsoever to you as my service provider and what if I didn’t pick this up and someone had died in that process?

I find this issue, irritating, appalling, traumatising and moreover unprofessional and therefore demand the following as soon as possible:

1. That the policy be activated and left running just as it was as I didn’t cancel or instruct anyone to do so. 2. A written confirmation from you that I did not send any instruction and that it was a fault from your side (and that it won’t count against me in the future) 3. Arrangements to have the February premiums paid be made ASAP as I want no arrears on my policy. 4. The STOP ORDER payment arrangement continue and stay as it was the case in the last 10 years going forward. 5. A written APOLOGY for the error or blunder or whatever you call it that you guys did to find us in this mess.

Until such a time the above is done and met, I will not take this line down and will do whatever it takes to ensure that you account for this mess.