1 reviews | Active since Nov 2022
USELESS CUSTOMER SERVICE , WORST EXPERIANCE I HAVE EVER HAD
Hello Pieter,
I am writing to you to request your **urgent intervention and assistance** with a serious and ongoing problem regarding my son's Old Mutual policy:
**Policy:** CES*** **Enquiry Reference:** PFICM***0 **Issue:** Updating debit order **Problem ongoing since:** **13 August 2026**
This matter has now been ongoing for far too long, despite numerous attempts by myself and my Financial Adviser, to have it resolved.
### Background
The issue regarding the updating of the debit order has been ongoing since **13 August 2026**.
My Financial Adviser, has been doing everything possible from his side to assist and resolve the matter. I want to acknowledge his efforts, as he has been trying to get the matter sorted out and has continued to follow up with Old Mutual.
Unfortunately, despite these efforts, the debit-order problem remains unresolved.
We were subsequently informed by Old Mutual that the outstanding debit order would be processed on **24 August 2026**.
We re**** on this confirmation.
**However, the debit order was NOT deducted on 24 August 2026.**
This is extremely disappointing and has caused further frustration and uncer*****y.
### My concern
I cannot understand why, after the matter has been reported, escalated and followed up repeatedly since **13 August**, Old Mutual was still unable to ensure that the debit order was processed on the date specifically confirmed to us.
If Old Mutual confirms that a debit order will be processed on a specific date, I expect that confirmation to be reliable.
If there is a technical, administrative or banking problem preventing the debit order from being processed, then I expect Old Mutual to explain exactly what the problem is and what is being done to resolve it.
At this stage, simply advising us that the matter has been "escalated" is no longer sufficient.
### I require clear answers
Please can you urgently establish and confirm the following:
1. **Why has this debit-order problem remained unresolved since 13 August 2026?**
2. Why was we advised that the debit order would be deducted on **24 August 2026**, when this did not happen?
3. What is the **current status** of the debit-order instruction on Old Mutual's system?
4. Has the new/correct debit-order instruction actually been captured and activated?
5. Are the correct banking details and debit-order mandate currently loaded against the policy?
6. Has Old Mutual received any rejection or error message from the bank?
7. If there was a rejection, what was the exact reason?
8. **When will the outstanding debit actually be processed?** Please provide a confirmed date rather than an estimated date.
9. Will the missed debit have **any negative impact on my son's policy**, including the policy status or benefits?
10. Will any **penalties, interest, charges or arrears** be app**** as a result of the debit order not being processed?
11. Will Old Mutual ensure that the missed debit is collected without creating any adverse consequences for the policyholder?
12. Who at Old Mutual is now **personally taking ownership of this matter** until it is completely resolved?
### My frustration with the process
Pieter, I want to be completely honest with you.
I am **extremely frustrated with Old Mutual's handling of this matter**.
The problem has been ongoing since 13 August. My Financial Adviser has been trying his best to assist, and I have also repeatedly followed up.
We were then given confirmation that the debit would take place on 24 August, only to find that it **still did not happen**.
This creates a situation where the customer and Financial Adviser are continuously required to follow up on an administrative matter that should have been resolved by Old Mutual.
I understand that mistakes and technical problems can occur in a large organisation. What I find unacceptable is that, after the problem has been identified and supposedly corrected, the promised action still does not take place.
### Request for senior intervention
I am therefore asking you, Pieter, to please **personally assist with this matter or ensure that it is immediately placed with a senior Old Mutual complaints/customer-service manager who has the authority to resolve it.**
I do not want another generic response stating that the matter has been escalated.
I need **ownership, action and a final resolution**.
Please provide me with:
* The current status of the debit order. * The reason the 24 August debit failed. * Confirmation that the correct debit-order mandate is active. * The next confirmed debit date. * Confirmation that the policy remains fully active and unaffected. * Confirmation that no penalties or adverse consequences will be app****. * The name of the person responsible for resolving the matter. * Written confirmation once the debit order has successfully processed.
**Please keep enquiry reference PFICM***0 open until the debit order has actually been successfully processed and the matter has been confirmed as resolved.**
Pieter, I would sincerely appreciate your urgent assistance.
I am now **past the point of simply waiting for another follow-up**. This has been going on since 13 August, and despite repeated efforts by both myself and Johan, the matter remains unresolved.
Johan has been extremely helpful and is genuinely trying to assist. My frustration is therefore not directed at him personally; it is with the **Old Mutual process and the continued failure to resolve this issue**.
I would appreciate it if you could please take ownership of this matter and help us get it resolved once and for all.
Please acknowledge receipt and advise me when I can expect a definitive response.
I would also appreciate the opportunity to speak with you directly if possible.
Kind regards,
**Deon du Toit**
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
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
Kind regards
Old Mutual Complaints Management
Kind regards
Old Mutual Complaints Management
FORMAL ESCALATION – FAILURE TO RESOLVE DEBIT ORDER ISSUEHello, Internal Arbitrator.WHAT SEEMS TO BE THE ISSUE THAT OLD MUTUAL CANNOT DEBIT MY CAPITEC BANK ACCOUNT FOR MY SON'S POLICY??? Trying to get help from customer care is like talking to a wall, NO RESPONSE. I was on the phone for more than an hour this morning to get through to someone to help.I'm livid at the moment.FORMAL ESCALATION – FAILURE TO RESOLVE DEBIT ORDER ISSUEI am formally escalating this matter to the Old Mutual Internal Arbitrator because repeated attempts to resolve the problem through Old Mutual's normal customer-service and complaints channels have failed.This is no longer a routine administrative query. The matter has been ongoing since 13 August 2026, and despite repeated intervention by myself and my Financial Adviser, the debit-order problem remains unresolved.POLICY DETAILSPolicy: CES***
Enquiry Reference: PFICM***0
Issue: Updating debit order
Problem first reported: 13 August 2026
Confirmed debit date: 24 August 2026
Actual outcome: The debit order was NOT processed.BACKGROUNDThe debit-order instruction for my son's policy required updating.The matter was reported to Old Mutual on 13 August 2026 and has remained unresolved ever since.My Financial Adviser, has made considerable efforts to assist and has repeatedly followed up with Old Mutual. I want to make it clear that my frustration is not directed at Johan. He has been trying to assist and resolve the matter from his side.HE HAS BEEN GIVING HIS ALL TO NO AVAIL FROM OLD MUTUAL HQ.The problem is with the Old Mutual process and the failure to provide a final resolution.We were subsequently advised by Old Mutual that the debit order would be processed on 24 August 2026.We re**** on that confirmation.However, on 24 August 2026, the debit order was not processed.This is extremely concerning because the matter had already been outstanding for approximately 11 days, and Old Mutual had specifically confirmed a date on which the debit would be processed.MY CONCERNSI need Old Mutual to explain why a matter reported on 13 August could still not be resolved after repeated follow-ups and why a debit date specifically confirmed by Old Mutual was subsequently missed.I require clear answers to the following:
- Why has this issue remained unresolved since 13 August 2026?
- Why did Old Mutual confirm that the debit order would be processed on 24 August 2026 when it was not?
- What is the exact current status of the debit-order instruction on Old Mutual's system?
- Has the correct debit-order mandate actually been captured and activated?
- Are the correct banking details linked to the policy?
- Was a debit-order instruction submitted to the bank?
- If it was submitted, was it rejected? If so, what was the exact rejection reason?
- If Old Mutual did not submit the debit order, why not?
- When will the outstanding debit actually be processed?
- Will Old Mutual guarantee that the policy will remain fully active and unaffected by this administrative failure?
- Will any penalties, interest, arrears, additional charges or adverse consequences be app**** to the policyholder?
- If any adverse consequence has already occurred, what corrective action will Old Mutual take?
- Who within Old Mutual is now responsible for taking ownership of this matter until final resolution?
- The original debit-order instruction.
- The request made on 13 August 2026.
- All subsequent Old Mutual actions and correspondence.
- The confirmation that the debit would be processed on 24 August.
- Why the debit was not processed.
- The current status of the policy and debit instruction.
- Whether any Old Mutual process failure contributed to the problem.
- Whether the policyholder has been exposed to any risk or financial loss as a result.
2. Why it happened.
3. Who is responsible for resolving it.
4. When the debit order will actually be processed.
5. That the policy remains fully active.
6. That no penalties or adverse consequences will be imposed because of this issue.
7. What steps Old Mutual has taken to prevent this from happening again.I also request that Enquiry Reference PFICM***0 remain open until the debit order has successfully processed and I have received written confirmation that the matter is fully resolved.FINAL POSITIONI have been patient and have followed the appropriate Old Mutual channels.My Financial Adviser has also made genuine efforts to assist.However, after more than a week of attempting to resolve this matter, and after Old Mutual specifically confirmed a debit date that was not honoured, I believe that senior intervention is now necessary.I am therefore asking the Internal Arbitrator to take ownership of this escalation and ensure that this matter receives the attention it requires.I am not looking for another explanation or another escalation reference. I want the underlying problem fixed.Please acknowledge receipt of this formal escalation and advise me of the next steps, including who will be responsible for investigating and resolving the matter.I reserve my right to escalate the matter to the appropriate external ombud/regulatory authority should Old Mutual be unable to provide a satisfactory resolution.I look forward to receiving your urgent response. Today!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
FORMAL ESCALATION – FAILURE TO RESOLVE DEBIT ORDER ISSUEHello, Internal Arbitrator.WHAT SEEMS TO BE THE ISSUE THAT OLD MUTUAL CANNOT DEBIT MY CAPITEC BANK ACCOUNT FOR MY SON'S POLICY??? Trying to get help from customer care is like talking to a wall, NO RESPONSE. I was on the phone for more than an hour this morning to get through to someone to help.I'm livid at the moment.FORMAL ESCALATION – FAILURE TO RESOLVE DEBIT ORDER ISSUEI am formally escalating this matter to the Old Mutual Internal Arbitrator because repeated attempts to resolve the problem through Old Mutual's normal customer-service and complaints channels have failed.This is no longer a routine administrative query. The matter has been ongoing since 13 August 2026, and despite repeated intervention by myself and my Financial Adviser, the debit-order problem remains unresolved.POLICY DETAILSPolicy: CES***
Enquiry Reference: PFICM***0
Issue: Updating debit order
Problem first reported: 13 August 2026
Confirmed debit date: 24 August 2026
Actual outcome: The debit order was NOT processed.BACKGROUNDThe debit-order instruction for my son's policy required updating.The matter was reported to Old Mutual on 13 August 2026 and has remained unresolved ever since.My Financial Adviser, has made considerable efforts to assist and has repeatedly followed up with Old Mutual. I want to make it clear that my frustration is not directed at Johan. He has been trying to assist and resolve the matter from his side.HE HAS BEEN GIVING HIS ALL TO NO AVAIL FROM OLD MUTUAL HQ.The problem is with the Old Mutual process and the failure to provide a final resolution.We were subsequently advised by Old Mutual that the debit order would be processed on 24 August 2026.We re**** on that confirmation.However, on 24 August 2026, the debit order was not processed.This is extremely concerning because the matter had already been outstanding for approximately 11 days, and Old Mutual had specifically confirmed a date on which the debit would be processed.MY CONCERNSI need Old Mutual to explain why a matter reported on 13 August could still not be resolved after repeated follow-ups and why a debit date specifically confirmed by Old Mutual was subsequently missed.I require clear answers to the following:
- Why has this issue remained unresolved since 13 August 2026?
- Why did Old Mutual confirm that the debit order would be processed on 24 August 2026 when it was not?
- What is the exact current status of the debit-order instruction on Old Mutual's system?
- Has the correct debit-order mandate actually been captured and activated?
- Are the correct banking details linked to the policy?
- Was a debit-order instruction submitted to the bank?
- If it was submitted, was it rejected? If so, what was the exact rejection reason?
- If Old Mutual did not submit the debit order, why not?
- When will the outstanding debit actually be processed?
- Will Old Mutual guarantee that the policy will remain fully active and unaffected by this administrative failure?
- Will any penalties, interest, arrears, additional charges or adverse consequences be app**** to the policyholder?
- If any adverse consequence has already occurred, what corrective action will Old Mutual take?
- Who within Old Mutual is now responsible for taking ownership of this matter until final resolution?
- The original debit-order instruction.
- The request made on 13 August 2026.
- All subsequent Old Mutual actions and correspondence.
- The confirmation that the debit would be processed on 24 August.
- Why the debit was not processed.
- The current status of the policy and debit instruction.
- Whether any Old Mutual process failure contributed to the problem.
- Whether the policyholder has been exposed to any risk or financial loss as a result.
2. Why it happened.
3. Who is responsible for resolving it.
4. When the debit order will actually be processed.
5. That the policy remains fully active.
6. That no penalties or adverse consequences will be imposed because of this issue.
7. What steps Old Mutual has taken to prevent this from happening again.I also request that Enquiry Reference PFICM***0 remain open until the debit order has successfully processed and I have received written confirmation that the matter is fully resolved.FINAL POSITIONI have been patient and have followed the appropriate Old Mutual channels.My Financial Adviser has also made genuine efforts to assist.However, after more than a week of attempting to resolve this matter, and after Old Mutual specifically confirmed a debit date that was not honoured, I believe that senior intervention is now necessary.I am therefore asking the Internal Arbitrator to take ownership of this escalation and ensure that this matter receives the attention it requires.I am not looking for another explanation or another escalation reference. I want the underlying problem fixed.Please acknowledge receipt of this formal escalation and advise me of the next steps, including who will be responsible for investigating and resolving the matter.I reserve my right to escalate the matter to the appropriate external ombud/regulatory authority should Old Mutual be unable to provide a satisfactory resolution.I look forward to receiving your urgent response. Today!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Kind regards
Old Mutual Complaints Management
Kind regards
Old Mutual Complaints Management
I want feedback on this issue asap and get it sorted please
Regards
I want feedback on this issue asap and get it sorted please
Regards
Kind regards
Old Mutual Complaints Management
Kind regards
Old Mutual Complaints Management