Old Mutual does not run a separate debit order desk. Changing the date, changing the bank account, stopping a collection or querying one that went off unexpectedly all go through the same service channels, and the fastest of them is not the telephone.
Where to deal with an Old Mutual debit order
- Service call centre: 0860 933 333, Monday to Friday 08:00 to 17:00, closed Saturdays and Sundays
- WhatsApp self service: save 0860 933 333 to your phone, open WhatsApp, message the Old Mutual contact with Hi and follow the menu
- Service Centre email: [email protected]
- Old Mutual App or the secure site: log in to update personal details and manage payments yourself
- OM Bank accounts: 0860 OMBANK, which dials as 0860 662265, or the in-app chat
The app and the WhatsApp channel handle the routine payment changes without a queue, and Old Mutual points customers at them first on its own contact page. Keep the call centre for the cases a menu cannot resolve.
Have these ready before you call
- Your policy or contract number, and your identity number
- The bank account the collection comes from, and the new one if you are switching
- The date on your bank statement and the exact amount, if you are querying a collection
- The date you want the collection to run from, if you are changing it
Changing the date or the account
Give the instruction well before the next collection date. Collection files are prepared days in advance, so a change made a day or two before the run date usually applies to the following month, not the next one. Assume the next collection still goes off the old account and leave the money there.
If a collection you did not expect goes off
Raise it with Old Mutual first, because most unexpected collections are a real policy under a name you did not recognise, a premium increase, or a second product sold in the same conversation. Ask what the collection is for and which policy number it belongs to.
If it is genuinely not yours, you can also dispute an unauthorised debit order with your own bank. Most South African banks accept a dispute within 40 days for a collection you did not authorise, and same-day reversal windows are shorter still, so raise it as soon as you see it. A DebiCheck mandate you approved on your phone is much harder to reverse, which is the point of it.
If the query is not resolved
- Log a formal complaint through the complaints page on the Old Mutual website
- Suspected fraud goes to Old Mutual Tip-offs Anonymous on 0800 222 117 or [email protected], which runs 24 hours
- An unresolved complaint about a long-term insurance policy can be taken to the National Financial Ombud Scheme
Never give a caller your bank details or a one-time PIN because they say they are correcting your debit order. Old Mutual does not need your PIN to fix a collection, and a request for one is the single clearest sign the call is not from them.