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HJ
Hannelene J

1 reviews | Active since Sept 2021

28 Apr 2026, 12:04

URGENT: Refund Request & Unauthorized Deductions – Immediate Action Required Hannelene Jason <***>

I am writing to formally raise an urgent complaint regarding the following policies:

Policy Number: *** (***) Policy Number: *** (*** D) Policy Number: *** (***) All of the above policies have lapsed. However, a payment was still deducted from my account on 24/04/2026.

This is not an isolated incident. This issue has been ongoing for the past four months, with unauthorized deductions continuing despite the policies being inactive. As a result, I am also incurring unnecessary bank charges due to these deductions.

I have made the decision to allow these policies to lapse specifically because I no longer wish to conduct business with your company. Despite this, the deductions have not stopped.

I hereby demand the following:

Immediate refund of all amounts deducted on 24/04/2026. Reimbur*****t of any bank charges incurred as a result of these unauthorized deductions. Written confirmation that all policies are cancelled and that no further deductions will be made. Please treat this matter with urgency. I expect the refund to be processed today and written confirmation provided without delay.

Failing resolution, I will have no choice but to escalate this matter to the relevant regulatory authorities.

Kind regards,

ID ***

***

0
Replies (16)
Old Mutual
Old Mutual's reply28 Apr 2026, 12:22
Official
Good day Hannelene,

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
HJ
Hannelene J's update06 May 2026, 12:04
Reviewer Update
I refer to my complaint submitted on 28/04/2026 regarding unauthorized deductions made on 25/04/2026 for the following policies:
  • Policy Number: ***
  • Policy Number: ***
  • Policy Number: ***
To date, I have still not received the refund, nor have I received a clear update on the status of this matter. Please clarify the following urgently:
  1. Why the refund has not yet been processed
  2. Why there is a delay when the deduction reflected immediately on my account
  3. The exact date on which the refund will reflect in my account
⚠️ URGENT ACTION REQUIRED I request:
  • Immediate confirmation of refund processing
  • Proof of payment / refund reference number
  • Written confirmation that all policies are cancelled and no further deductions will occur
This matter has now been ongoing for several months, and the continued delay is unacceptable. If I do not receive a resolution urgently, I will escalate this matter to the relevant regulatory authorities.
Old Mutual
Old Mutual's reply06 May 2026, 13:28
Official
Hi Hannelene

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
HJ
Hannelene J's update11 May 2026, 12:48
Reviewer Update
Good day,It has now been three weeks since Old Mutual debited funds from my account, and I have still not received the payment due to me.I am concerned that funds which do not belong to Old Mutual are still being retained without resolution or clear feedback. This delay is causing significant frustration and inconvenience.Kindly provide an urgent update on the status of the payment, including confirmation of when the funds will be released into my account.I would appreciate this matter being treated as a priority.
Old Mutual
Old Mutual's reply11 May 2026, 13:21
Official
Good Day Hannelene,

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
HJ
Hannelene J's update12 May 2026, 09:07
Reviewer Update
Good day,It is now day 19 since Old Mutual debited funds from my account, and I am still awaiting reimbur*****t of my money.I find it deeply concerning that funds which do not belong to Old Mutual are still being withheld without resolution, payment confirmation, or a clear turnaround time being provided.This ongoing delay is causing unnecessary financial strain and frustration. I therefore request urgent intervention and immediate feedback regarding the status of my refund, including confirmation of the exact payment date.Please treat this matter with urgency.
HJ
Hannelene J's update12 May 2026, 11:24
Reviewer Update
This delay is now causing serious financial difficulty, especially given current weather conditions in the Western Cape, where transport disruptions (including cancelled trains) mean I urgently require access to my funds for alternative transportation.Despite previous follow-ups, no confirmed payment date or clear resolution has been provided. This matter is now critical and requires immediate attention.
Old Mutual
Old Mutual's reply12 May 2026, 12:55
Official
Dear Hannelene Jason

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
HJ
Hannelene J's update12 May 2026, 14:45
Reviewer Update
can confirm that I have received a refund of R598.00 for reference *** 000EA475D 260424.

However, the following refunds remain outstanding:

- *** 000EAA0FS – Amount: R301.00
- *** 000EA4702 – Amount: R47.50

Please provide an urgent update on when these remaining funds will be processed and reflected in my account.

Kind regards,

Hannelene Jason
Old Mutual
Old Mutual's reply12 May 2026, 17:31
Official
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
HJ
Hannelene J's update13 May 2026, 07:15
Reviewer Update
Good morning,I would like to kindly request feedback regarding the outstanding amount that is still due to me.As this matter has been ongoing for an extended period, I would appreciate it if this could please be treated as urgent and prioritized accordingly.Kindly provide an update on the current status of the payment, including confirmation of when the funds will be released.I look forward to your urgent feedback.
Old Mutual
Old Mutual's reply13 May 2026, 09:46
Official
We note your comments. Please be advised that the matter is currently being attended to, and feedback will be provided via email.

Regards,
Old Mutual Complaints Management
Old Mutual
Old Mutual's reply13 May 2026, 09:50
Official
We note your comments. Please be advised that the matter is currently being attended to, and feedback will be provided via email.

Regards,
Old Mutual Complaints Management
HJ
Hannelene J's update13 May 2026, 13:12
Reviewer Update
Good day,I am extremely concerned and disappointed by the manner in which this matter has been handled.I have continuously followed up regarding my outstanding refunds, yet I am still not receiving clear communication, accurate feedback, or confirmed payment timelines. This ongoing delay and lack of transparency is causing me to lose confidence in the process.I can confirm that I have received a refund of R598.00 for reference *** 000EA475D 260424.However, the following refunds remain outstanding:
  • Reference: *** 000EAA0FS – Amount: R301.00
  • Reference: *** 000EA4702 – Amount: R47.50
Kindly provide an urgent update regarding the status of these outstanding refunds, including confirmation of when the funds will be processed and reflected in my account.I would appreciate honest and direct communication regarding:
  • The actual reason for the delay
  • The current status of the outstanding refunds
  • When payment will be finalized
I request that this matter please be handled with urgency and professionalism going forward.Kind regards,
HJ
Hannelene J's update13 May 2026, 13:14
Reviewer Update
I cannot understand why money that belongs to me is still being withheld after repeated follow-ups and the amount of time that has already passed. At this stage, it feels as though I am expected to carry the financial burden while awaiting funds that should already have been returned to me.I have acted in good faith throughout this process and have remained patient, however the ongoing delays, lack of urgency, and absence of clear communication are unacceptable.
Old Mutual
Old Mutual's reply13 May 2026, 14:14
Official
Good day

Your comments have been noted. The matter is currently under review, and feedback will be provided via email.

Regards,
Old Mutual Complaints Management