RMA Life acknowledged deductions continued after cancellation, but I am still chasing my refund

I am extremely dissatisfied with the way RMA Life / Rand Mutual Assurance has handled my policy cancellation and refund. Despite repeated follow-ups, visits to its offices and written commitments regarding payment, this matter remains unresolved.

I requested the cancellation of two RMA Life policies. However, it appears that only one policy was cancelled, while deductions relating to the other continued to come off my South African Police Service (SAPS) salary through PERSAL.

This is not simply a case of waiting for a refund. I have spent considerable time trying to get an explanation and recover money deducted after I had requested cancellation.

RMA's own communication confirms the problem.

On 1 September 2026, I received an SMS from RMA stating:

"We have noted that deductions continued after the cancellation of your policy. To assess a possible refund, kindly send us your banking details not older than 3 months."

I had previously supp**** my banking details when RMA requested them in connection with the refund. I had also followed up on the matter in September 2025, but it was not resolved.

After receiving the September 2026 SMS, I visited RMA's offices and was assisted by Ms Rebotile Thibela. I subsequently submitted a formal written complaint on 1 September 2026, requesting a full investigation, a breakdown of the deductions, confirmation of the cancellation dates and payment of the refund due to me.

On 8 September 2026, Ms Nomathemba Dube from the Retentions team acknowledged receipt of my refund documents and advised that the process would take between 14 working days and one month.

I followed up again in person on 5 October 2026. On 6 October 2026, Mr Kagiso Montshonyane advised that Finance had committed to making payment by the end of that week. ( 2026-10-09) ( Friday

These were specific commitments, yet I am still having to pursue the matter. When i Call the Customer Care *** i called 4 times in one instant they then hang up on me Mid conversation and never bother to return the call.

I have cooperated with RMA and provided the information requested. I should not have to keep visiting its offices and sending follow-up communications to resolve a cancellation and refund issue that RMA has already acknowledged.

I also have not received a satisfactory written explanation of why I requested the cancellation of two policies but deductions apparently continued on one of them.

I am asking RMA Life / Rand Mutual Assurance to:

Pay the full refund due for premiums deducted after the applicable cancellation date. Provide a complete breakdown of the deductions, including the months and amounts involved. Explain why one policy was apparently not cancelled when I requested cancellation of both. Confirm that all relevant payroll deductions have stopped. Provide written confirmation that the complaint has been resolved.

I have retained the relevant correspondence, SMS and supporting documents. I am prepared to submit this evidence through the appropriate formal complaint channels if necessary.

I am publishing this complaint because I believe the matter deserves proper attention and a clear resolution. I would appreciate a substantive written response from RMA, together with a confirmed payment date and confirmation of the total refund due.

RMA Life / Rand Mutual Assurance: please resolve this matter and provide the written accountability and refund I have been requesting.

Reference: ***