Clientele Legal has not contact me two weeks after I submitted my legal issue with them! It is a useless service!

I had a work related issue that I needed advice from Clientele as of the 31 May 2022.

I sent an email to Clientele legal, hoping to get legal advice from the Clientele legal policy I pay for, and clientele responded with an automated email saying they'd contact me in 24 to 48 hours. After 72 hours, I sent another email following up with the first one I sent on the 31 May 2022, and got another automated response that said I'll be contacted against in 24 to 48 hours, but can use their chatbox.

I sent a message via chatbox, requesting to speak to a consultant, and the chatbox had the name Nomsa.M asking me what she can assist with. As soon as I sent the issue, it sent the following message:

Thank you for contacting Clientele life. We apologize for the inconvenience which you have had to endure. Kindly note this Whatsapp channel is for Life claims and encashments only.

Today is the 13 June 2022, not a single call, no one has even followed up on my issue, even though I had written a detailed email to explain what my issue is and how I seek assistance.

I am a Clientele client with other policies with them as well, and I'm startled by the treatment and just lack of communication. It's literally two weeks later now, and no one has had the decency to call or follow up to my email. If you're going to tell people it takes you 24 to 48 hours to call back, yet it is so difficult for you to call back or email, then I want my money back. What am I paying Clientele legal for, if nobody cares there?

Why are they taking money from me, if they can't fulfill their obligation?