1 reviews | Active since Jul 2015
Clientele - ********** from start to end
6 June 2022 – Escalate Clientele complaint on Hello Peter
Unfortunately, there are many issues here.
1. Email communication with Clientele is incredibly slow. It takes days to get a response or no response at all. I have been emailing all these addresses in the hope of getting a response from somebody, but no luck. '***'; '***'; '***'; '***' Furthermore, it is not an auto response or even just a human response that is necessary. There are issues that need to be resolved.... Ps. On one of their autoresponders they state a "48 business hour" response time. that is 6 days!!
2. I signed up two entities with Clientele and was paying premiums for some time. On a few occasions, I requested assistance with matters and was declined for various reasons. Eventually one of my matters "qualified" for assistance but then Clientele immediately threw obstacles in my way in a quest to get out of supplying cover. They started requesting all sorts of documents and conditions to be met that were not a requirement to sign up and were not of any importance to them while they were debiting the bank account.
Here are the sudden, undisclosed, requirements that I had to provide to be eligible for cover: "Please also provide underwriting documents so that we may assess the claim to be escalated for cover, which are your latest financial statements and confirmation from the UIF of your currently registered employees. " "Please provide a signed copy of the letter regarding you not having employees (quote your policy number as well - ***), and we will also await your feedback on the financials. " "please provide your financials as discussed so that we may assess your claim for cover. " On 5 November 2020 it became apparent that I had entered the policies under false pretences. I have been trying to get them to cancel and credit me now for heading on 2 years. At one point someone called me and suggested that they could apply a standard cancellation of the policy. I repeated stated that io was no going to instruct a simple cancellation as this imp**** that I was legitimately sold a policy which I was in agreement with and later cancelled it without any issue. That has never been the case. The issue is that I entered the policy under false pretenses. I thought I had a certain cover but did not. I learnt through the process of claiming on another policy that I in fact did not have the cover I thought I had, and that clientele would take any opportunity to get avoid offering cover, including requesting documents and info that were not disclosed nor a requirement when they ******* me into taking up the policy. I immediately stated that I had been misled and requested a refund of all premiums paid on the policy. I have sent many requests and follow-ups in this regard but no resolution. This is still my complaint and I maintain my request for the policy to be annulled/voided and refund of all premiums from inception to date.
3. In my other policy, after jumping through all these hoops and fighting for cover, I eventually got clientele to assist. However, what should take weeks is taking years. I constantly have to follow-up and put pressure on clientele and their appointed attorneys. In legal matters there are time frames and dragging one’s heals prejudices the case. The matter was fresh in my mind and was easy to deal with but after over a year (heading for two years) the matter gets tough to recollect and I will have to spend days brushing up on it again to argue my points. Given that this whole Clientele process has been so poor and painful, I would love for an efficient process/case to conclude so I can move on. However, there is nothing efficient about the Clientele process. It seems that there is motivation to deliberately drag their heals so that they can continue to collect premiums to pay for the attorneys, all the while, I/client is prejudiced in the process. It would be cheaper and far quicker to not have a clientele policy and rather just pay your own attorneys to do immediate work. I would not recommend these policies to anyone and I would like to get out of them asap. however, we are in the middle of a matter so I really wish Clientele would up their game here and demonstrate some reason why anyone might consider taking up a policy with them
Clientele, it has been a mess from start to finish. (If only we were finished). Please urgently resolve. I do not want to be delayed, bul**** or ******ed any longer.
I want this to be clear on all platforms. I want this policy *** annulled and refunded immediately. There must be not one more debit in this regard!!!! CANCEL, CANCEL, CANCEL, NOW! but i am not foregoing my claim for refund.
We confirm receipt of the concerns raised.
Your query has been escalated to the relevant department for investigation and we will be in contact to assist.
Yours sincerely,
Shanitha HanumanClientele Legal
We confirm receipt of the concerns raised.
Your query has been escalated to the relevant department for investigation and we will be in contact to assist.
Yours sincerely,
Shanitha HanumanClientele Legal
It is worth noting the stark contrast between Clientele and other companies responding to clients, particularly on this platform. Other companies had responded and in fact resolved issues in less time than Clientele's "update". The "update" is a mere public demonstration to suggest that they are attending to the matter. In reality, this matter has been ongoing for almost 2 years.
Legal companies operate on "what can we get away with" vs consumer/commercial companies who want to serve clients and build a good reputation.
Customer service is not a clientele strongpoint nor focus.
I am awaiting some actual feedback and progress in the matter.
It is worth noting the stark contrast between Clientele and other companies responding to clients, particularly on this platform. Other companies had responded and in fact resolved issues in less time than Clientele's "update". The "update" is a mere public demonstration to suggest that they are attending to the matter. In reality, this matter has been ongoing for almost 2 years.
Legal companies operate on "what can we get away with" vs consumer/commercial companies who want to serve clients and build a good reputation.
Customer service is not a clientele strongpoint nor focus.
I am awaiting some actual feedback and progress in the matter.
Is this an automate response...?
I see it doesn't include the standard response time of "48 business hours" i.e. 6 days.
Thank you.
Some companies respond immediately via email and/or call upon becoming aware of a public complaint in an attept to should good faith and resolve asap.
Clientele has prioritised a public response ahead of actually engaging and sorting out the issue. I like how it now is escalated to the relevant department but my many emails to every department get no response....
Thank you Hello Peter for facilitating a motivated response.
Thank you Clientele for responding to something.
Now is your opportunity to make right.
Is this an automate response...?
I see it doesn't include the standard response time of "48 business hours" i.e. 6 days.
Thank you.
Some companies respond immediately via email and/or call upon becoming aware of a public complaint in an attept to should good faith and resolve asap.
Clientele has prioritised a public response ahead of actually engaging and sorting out the issue. I like how it now is escalated to the relevant department but my many emails to every department get no response....
Thank you Hello Peter for facilitating a motivated response.
Thank you Clientele for responding to something.
Now is your opportunity to make right.
LET ME MAKE IT ABUNDANTLY CLEAR AGAIN:I WANT OUT! POLICY 1:I AM TRAPPED IN THE ONE POLICY I GUESS BECAUSE THERE A CASE PENDING. HOWEVER, THE SERVICE LEVELS ARE POOR AND IT APPEARS THAT THERE IS A STRATEGY OR AT LEAST A SIGNIOFICANT BENEFIT FOR CLIENTELE TO PROVIDE POOR SERVICE SO THE CASE DRAGS ON WHILE YOU COLLECT YEARS OF PREMIUMS.THE SERVICE IS POOR AND IF I HAD MY WAY, I IDEALLY WANT YOU TO MAKE GOOD ON YOUR “COMMITMENT” TO HANDLE THE MATTER, WHILE I WOULD ACTUALLY LIKE TO TERMINATE THE POLICY AS IT DOES NOT PROVIDE ME WITH ANY CONFIDENCE OR PEACE OF MIND, OR FINANCIAL BENEFIT, OR SATISFACTORY SERVICE. I WOULD NOT RESIGN A DEAL WITH YOU AND I HOPE TO NOT ENTER ANY FURTHER CASES THROUGH YOU.FIRST PRIZE: HONOUR YOUR SIED BY SEEING THE CASE THROUGH BUT CANCEL THE PREMIUMS. POLICY 2:I REQUESTED ABOUT TWO YEARS AGO THAT YOU CANCEL AND REFUND ALL PREMIUMS TO DATE.YOU CONTINUED TO DEBIT ME FOR ANOTHER 2 YEARS AND NEVER ADDRESSED THE ISSUE.I WANT ALL MY PREMIUMS REFUNDED ON THIS POLICY!YOU CANNOT DEBATE PREMIUM AFTER MY FIRST COMPLAINT SO YOU SHOULD IMMEDIATE REFUND THOSE.THEN YOU CAN DEBATE ALL YOU WANT REGARDING THE EARLIER RPEMIUMS BUT MY COMPLAINT REMAINS AS STATED AND THOSE ALOS NEED TO BE REFUNDED. I NEVER, HAD THE SERVICE OR POLICY I EXPECTED, EVEN THOUGH IT ONLY BECAME APPARENT LATER.
LET ME MAKE IT ABUNDANTLY CLEAR AGAIN:I WANT OUT! POLICY 1:I AM TRAPPED IN THE ONE POLICY I GUESS BECAUSE THERE A CASE PENDING. HOWEVER, THE SERVICE LEVELS ARE POOR AND IT APPEARS THAT THERE IS A STRATEGY OR AT LEAST A SIGNIOFICANT BENEFIT FOR CLIENTELE TO PROVIDE POOR SERVICE SO THE CASE DRAGS ON WHILE YOU COLLECT YEARS OF PREMIUMS.THE SERVICE IS POOR AND IF I HAD MY WAY, I IDEALLY WANT YOU TO MAKE GOOD ON YOUR “COMMITMENT” TO HANDLE THE MATTER, WHILE I WOULD ACTUALLY LIKE TO TERMINATE THE POLICY AS IT DOES NOT PROVIDE ME WITH ANY CONFIDENCE OR PEACE OF MIND, OR FINANCIAL BENEFIT, OR SATISFACTORY SERVICE. I WOULD NOT RESIGN A DEAL WITH YOU AND I HOPE TO NOT ENTER ANY FURTHER CASES THROUGH YOU.FIRST PRIZE: HONOUR YOUR SIED BY SEEING THE CASE THROUGH BUT CANCEL THE PREMIUMS. POLICY 2:I REQUESTED ABOUT TWO YEARS AGO THAT YOU CANCEL AND REFUND ALL PREMIUMS TO DATE.YOU CONTINUED TO DEBIT ME FOR ANOTHER 2 YEARS AND NEVER ADDRESSED THE ISSUE.I WANT ALL MY PREMIUMS REFUNDED ON THIS POLICY!YOU CANNOT DEBATE PREMIUM AFTER MY FIRST COMPLAINT SO YOU SHOULD IMMEDIATE REFUND THOSE.THEN YOU CAN DEBATE ALL YOU WANT REGARDING THE EARLIER RPEMIUMS BUT MY COMPLAINT REMAINS AS STATED AND THOSE ALOS NEED TO BE REFUNDED. I NEVER, HAD THE SERVICE OR POLICY I EXPECTED, EVEN THOUGH IT ONLY BECAME APPARENT LATER.
We confirm that we have discussed your complaint with you, we have also escalated your query regarding your Zoot trust policy to our Market Conduct Team. Should you wish to discuss your matter further, please contact us directly. Regards, A. RamdassComplaints Case Manager
We confirm that we have discussed your complaint with you, we have also escalated your query regarding your Zoot trust policy to our Market Conduct Team. Should you wish to discuss your matter further, please contact us directly. Regards, A. RamdassComplaints Case Manager
Even the slow pace of the complaints and arbitration department, which also missed its self-determined response time (which is already slow), is further indicative of Clientele's subpar performance.
We are likely to now push for regulators and ombuds to prohibit a number of Clientele's questionable practises, one of which being holding clients to the ransom of paying excessively increasing premiums indefinately, while cases can be drawn out milk clients for maximum premiums, over an extended period, or clients will lose their cover on matters which they have already qualified for cover.
The end goal will be for all clients to receive a full refund of all premiums billed after the date of qualified claim. (This is only one of a few big issues that will be tackled)
Here is an horrific example of the design of Clientele's "cover":
If a client pays Clientele for many years, with high increases, has never had any claim, and one day needs cover due to being financially damaged by an event, while they have already qualified for cover, but due to that event can no longer pay the premiums going forward, Clientele will firstly throw obstacles in their way to avoid cover but ultimately will not provide cover if increasing premiums are not maintained going forward, indefinately. Can this really be considered cover....??
Even the slow pace of the complaints and arbitration department, which also missed its self-determined response time (which is already slow), is further indicative of Clientele's subpar performance.
We are likely to now push for regulators and ombuds to prohibit a number of Clientele's questionable practises, one of which being holding clients to the ransom of paying excessively increasing premiums indefinately, while cases can be drawn out milk clients for maximum premiums, over an extended period, or clients will lose their cover on matters which they have already qualified for cover.
The end goal will be for all clients to receive a full refund of all premiums billed after the date of qualified claim. (This is only one of a few big issues that will be tackled)
Here is an horrific example of the design of Clientele's "cover":
If a client pays Clientele for many years, with high increases, has never had any claim, and one day needs cover due to being financially damaged by an event, while they have already qualified for cover, but due to that event can no longer pay the premiums going forward, Clientele will firstly throw obstacles in their way to avoid cover but ultimately will not provide cover if increasing premiums are not maintained going forward, indefinately. Can this really be considered cover....??