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nontando M

1 reviews | Active since May 2014

20 Oct 2025, 14:59

Urgent Complaint – Duplicate Policy and Unauthorized Debit

I am writing to express my concern regarding a recent interaction at your Phoenix Plaza branch. I requested that my recently opened Easiplus Individual Funeral Policy be upgraded to the Protection Family Plan without initiating a new policy. Despite this, I am now being debited for both policies, which is unacceptable and contrary to my instructions. This reflects a lack of attention to client needs and a sales-driven approach that disregards proper service standards. I request the immediate cancellation of the duplicate policy, a full refund of the additional premiums, and confirmation that only the Protection Family Plan remains active. Your urgent attention to this matter is appreciated.

0
Replies (7)
Old Mutual
Old Mutual's reply20 Oct 2025, 15:03
Official
Good day Nontando, 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
nM
nontando M's update21 Oct 2025, 09:04
Reviewer Update
Over and above the previous complaints I have raised, I recently made arrangements to have my mother’s policy debit orders debited from my account, as she is currently unemployed and unable to manage these payments herself. However, to my surprise, I have been double billed for all three of her policies.This unexpected and unexplained double billing is extremely concerning. Not only does it place unnecessary financial strain on me, but reversing these transactions could negatively impact my credit bureau record, which I have consistently maintained in good standing.I kindly request an urgent investigation into this matter and a clear explanation of what has caused this error. Additionally, I would appreciate confirmation that any incorrect charges will be reversed without affecting my credit profile.I trust that this issue will be resolved promptly and professionally.

Thank you for your attention to this matter. Please refer to the policy ref below:
20 Oct 2025 OLD MUTUAL0000CC46BA 251017 R37.00
20 Oct 2025OLD MUTUAL0000CC46BA 251026 R37.00
20 Oct 2025 OLD MUTUAL0000C4D*** R96.00
20 Oct 2025 OLD MUTUAL0000C4D*** R96.00
20 Oct 2025 OLD MUTUAL00004ADFF4 251017 R198.39
20 Oct 2025OLD MUTUAL00004ADFF4 251027 R198.39





Old Mutual
Old Mutual's reply21 Oct 2025, 09:55
Official
Good Day Nontando,

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
nM
nontando M's update27 Oct 2025, 08:32
Reviewer Update
Good day
7 days later and no calls or update on this complaint?

Old Mutual
Old Mutual's reply27 Oct 2025, 09:35
Official
Good day, Nontando M.

We can confirm that our team sent an email to you on 23/10/2025 providing feedback on this matter. We truly value your patience and once again apologise for any inconvenience you may have experienced.

Regards,
Old Mutual Complaints Management
Old Mutual
Old Mutual's reply27 Oct 2025, 09:37
Official
Good day Nontando M,

We can confirm that our team sent an email to you on 23/10/2025 providing feedback on this matter. We truly value your patience and once again apologise for any inconvenience you may have experienced.

Regards,
Old Mutual Complaints Management
Old Mutual
Old Mutual's reply27 Oct 2025, 15:52
Official
Please note that further updates will be provided to you via email.

Thank you.