Urgent Complaint Regarding Funeral Policy Debit Issues and Cancellation Request

Dear Old Mutual Team,

I am writing to formally lodge a complaint regarding the funeral policy I app**** for on behalf of my mother. The experience I’ve had so far has been extremely frustrating and disappointing, and I am now requesting immediate cancellation of the policy and reimbur*****t of charges incurred.

Policy Type: Funeral Policy for my mother Preferred Debit Date: 24th of each month Summary of Issues:

Verification Delay: On 24 July, I was contacted and informed that my debit did not go through due to verification issues. I was asked to send my ID, which I did immediately. Debit Reversal: Two days later, a debit was attempted and reversed despite sufficient funds in my account. Incorrect Debit Dates: I selected the 24th as my debit date, yet debits were attempted on other dates, including the 26th. Unexplained Double Debit: On 26 August, two debits totaling R648 were deducted from my account without explanation. Poor Communication: After lodging a complaint, I received an email from Charlene stating it would take 5 days to respond. This delay is unacceptable. Cancellation Ignored: I had already requested cancellation, yet debits continued. My Requests: Immediate cancellation of the funeral policy. Refund of R648 debited on 26 August. Reimbur*****t of bank charges incurred due to reversed debits. Written confirmation that the policy is cancelled and no further debits will occur. This experience has left me deeply concerned about the reliability of your service. If I am facing such issues just to get a debit processed, I cannot trust that a claim would be handled properly in the unfortunate event of my mother’s passing.

Please treat this matter with urgency. I expect a resolution within 48 hours. If not, I will escalate this to the Ombudsman for Long-Term Insurance.

Sincerely, Lee-Ann Saunders