AI responder loops or human intercations to resolve problems
I was happy enough with their legal service I used perhpas 3/4 times until I tried to cancel my subscription of more than 5 years as I was moving overseas. It was a great struggle to get my service cancelled as they use AI to respond to request. I followed every rule to their auto email respnders. Yet, I still had to pay a subscription that was not due. I have been asking for a refund since 1 October, and still only get AI responses. I was told to phone them on their landline, but how to do this with great time differences and being overseas? Thus, do you want AI responders or humans who are fallible yet real?
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Replies (5)
Clientele Legal's replyOfficial
31 Oct 2025, 13:53Dear Eugenie,
We confirm receipt of the concerns raised and apologize for any inconvenience caused.
Your query has been escalated to the relevant department for investigation and we will be in contact to assist.
Yours sincerely,
Clientele Legal
We confirm receipt of the concerns raised and apologize for any inconvenience caused.
Your query has been escalated to the relevant department for investigation and we will be in contact to assist.
Yours sincerely,
Clientele Legal
Clientele Legal's reply31 Oct 2025, 13:53
Official
Dear Eugenie,
We confirm receipt of the concerns raised and apologize for any inconvenience caused.
Your query has been escalated to the relevant department for investigation and we will be in contact to assist.
Yours sincerely,
Clientele Legal
We confirm receipt of the concerns raised and apologize for any inconvenience caused.
Your query has been escalated to the relevant department for investigation and we will be in contact to assist.
Yours sincerely,
Clientele Legal
's updateReviewer Update
31 Oct 2025, 14:22Thank you Clientele for your speedy response.
's update31 Oct 2025, 14:22
Reviewer Update
Thank you Clientele for your speedy response.
Clientele Legal's replyOfficial
31 Oct 2025, 15:56Dear Eugenie,
At the outset we would like to apologise for the inconvenience that this may have caused you. I hereby confirm that we have sent you a detailed email regarding the outcome of your complaint, on the email address provided. The cancellation process has also been clarified via email and we have explained that there were legal matters that arose after the initial cancellation request- which you were assisted accordingly with. This makes the initial cancellation request non-applicable and there are no refunds payable. It is unfortunate that you have decided to terminate our services, should you wish to continue with the policy we encourage you to urgently contact us and we will gladly welcome you back as a valued client. We trust you find this in order, however should you require any further assistance please feel free to contact us again.
Yours sincerely, Maria Mokhuabane
Service Support Specialist
Clientele Life
At the outset we would like to apologise for the inconvenience that this may have caused you. I hereby confirm that we have sent you a detailed email regarding the outcome of your complaint, on the email address provided. The cancellation process has also been clarified via email and we have explained that there were legal matters that arose after the initial cancellation request- which you were assisted accordingly with. This makes the initial cancellation request non-applicable and there are no refunds payable. It is unfortunate that you have decided to terminate our services, should you wish to continue with the policy we encourage you to urgently contact us and we will gladly welcome you back as a valued client. We trust you find this in order, however should you require any further assistance please feel free to contact us again.
Yours sincerely, Maria Mokhuabane
Service Support Specialist
Clientele Life
Clientele Legal's reply31 Oct 2025, 15:56
Official
Dear Eugenie,
At the outset we would like to apologise for the inconvenience that this may have caused you. I hereby confirm that we have sent you a detailed email regarding the outcome of your complaint, on the email address provided. The cancellation process has also been clarified via email and we have explained that there were legal matters that arose after the initial cancellation request- which you were assisted accordingly with. This makes the initial cancellation request non-applicable and there are no refunds payable. It is unfortunate that you have decided to terminate our services, should you wish to continue with the policy we encourage you to urgently contact us and we will gladly welcome you back as a valued client. We trust you find this in order, however should you require any further assistance please feel free to contact us again.
Yours sincerely, Maria Mokhuabane
Service Support Specialist
Clientele Life
At the outset we would like to apologise for the inconvenience that this may have caused you. I hereby confirm that we have sent you a detailed email regarding the outcome of your complaint, on the email address provided. The cancellation process has also been clarified via email and we have explained that there were legal matters that arose after the initial cancellation request- which you were assisted accordingly with. This makes the initial cancellation request non-applicable and there are no refunds payable. It is unfortunate that you have decided to terminate our services, should you wish to continue with the policy we encourage you to urgently contact us and we will gladly welcome you back as a valued client. We trust you find this in order, however should you require any further assistance please feel free to contact us again.
Yours sincerely, Maria Mokhuabane
Service Support Specialist
Clientele Life
's updateReviewer Update
05 Nov 2025, 12:51I have not received the positive response I had hoped for, and I have now escalated the issue to their internal independent arbitrator for review.
's update05 Nov 2025, 12:51
Reviewer Update
I have not received the positive response I had hoped for, and I have now escalated the issue to their internal independent arbitrator for review.
Clientele Legal's replyOfficial
05 Nov 2025, 13:16Dear Eugenie,
According to our records, your query was escalated to the office of the Independent Arbitrator for review.
The office of the Independent Arbitrator was created by Clientèle to address any complaint that a client feels has not been adequately dealt with by the relevant department or an employee of Clientèle. The office of the Independent Arbitrator can review any decision previously made and has the ability to amend these, should the need arise. Any determination made by the office of the Independent Arbitrator is final and binding on the Company.
Your query would have already been acknowledged and a date would have been provided by when a response would be sent. Accordingly, a response would either have been provided or can be expected shortly. Should you have any queries, these can be raised directly with the office of the Independent Arbitrator.
We trust this is all you require in this regard, however, should you require further assistance please do not hesitate to contact us again.
Yours sincerely,
Clientele Legal
According to our records, your query was escalated to the office of the Independent Arbitrator for review.
The office of the Independent Arbitrator was created by Clientèle to address any complaint that a client feels has not been adequately dealt with by the relevant department or an employee of Clientèle. The office of the Independent Arbitrator can review any decision previously made and has the ability to amend these, should the need arise. Any determination made by the office of the Independent Arbitrator is final and binding on the Company.
Your query would have already been acknowledged and a date would have been provided by when a response would be sent. Accordingly, a response would either have been provided or can be expected shortly. Should you have any queries, these can be raised directly with the office of the Independent Arbitrator.
We trust this is all you require in this regard, however, should you require further assistance please do not hesitate to contact us again.
Yours sincerely,
Clientele Legal
Clientele Legal's reply05 Nov 2025, 13:16
Official
Dear Eugenie,
According to our records, your query was escalated to the office of the Independent Arbitrator for review.
The office of the Independent Arbitrator was created by Clientèle to address any complaint that a client feels has not been adequately dealt with by the relevant department or an employee of Clientèle. The office of the Independent Arbitrator can review any decision previously made and has the ability to amend these, should the need arise. Any determination made by the office of the Independent Arbitrator is final and binding on the Company.
Your query would have already been acknowledged and a date would have been provided by when a response would be sent. Accordingly, a response would either have been provided or can be expected shortly. Should you have any queries, these can be raised directly with the office of the Independent Arbitrator.
We trust this is all you require in this regard, however, should you require further assistance please do not hesitate to contact us again.
Yours sincerely,
Clientele Legal
According to our records, your query was escalated to the office of the Independent Arbitrator for review.
The office of the Independent Arbitrator was created by Clientèle to address any complaint that a client feels has not been adequately dealt with by the relevant department or an employee of Clientèle. The office of the Independent Arbitrator can review any decision previously made and has the ability to amend these, should the need arise. Any determination made by the office of the Independent Arbitrator is final and binding on the Company.
Your query would have already been acknowledged and a date would have been provided by when a response would be sent. Accordingly, a response would either have been provided or can be expected shortly. Should you have any queries, these can be raised directly with the office of the Independent Arbitrator.
We trust this is all you require in this regard, however, should you require further assistance please do not hesitate to contact us again.
Yours sincerely,
Clientele Legal