Urgent: Policy Cancellation Issue

I am writing in reference to my policy, number ***2, which I have held since 2012. I have always been diligent in making my payments every month without fail.

Unfortunately, I encountered financial difficulties in December and missed my debit order. I was aware of the situation and promptly informed your team to retry the payment in February, as I had sufficient funds available. Despite my efforts to resolve the issue, debit order was not made. I also attempted to contact your office by phone, but after waiting on hold for approximately 20 minutes, I had to disconnect the call.

On February 4th, I sent an email requesting that the debit order be reprocessed. I received a response from Nasiphi Ntsokwana, asking when it would be suitable to arrange the payment. While I appreciate the response, it is clear that this was a delaying tactic, as the policy was subsequently cancelled without further communication or follow-up from your team.

As a loyal customer for over a decade, I am extremely disappointed by the lack of effort on Old Mutual's part to engage with me directly, especially regarding the cancellation of my policy. I find it troubling that no one reached out via telephone to discuss whether I wished to continue or cancel the policy, leaving me with no opportunity to clarify my intentions.

I trust that Old Mutual values its customers and their loyalty, and I would appreciate a prompt resolution to this matter. Could you please provide an explanation and advise on the next steps to have this matter addressed?

I am now expected to complete lengthy revival forms as if I am a new customer,