DH
Dvid H
1 reviews | Active since Sept 2016
18 Oct 2021, 10:02
Debited me 5 days before agreed date now my other policy bounced back cos that money was reserved for that policy
Debited me 5 days before - on the 15 instead of 20 -, that's 5 prior to agreed policy schedule date, is this legal? - what if that money was reserved for another policy on the 15. This is unacceptable because now my other policy bounced back before of clientele, I called Xolani dropped my number and WhatsApp service they do not respond.
Very unacceptable and they must respect customer s a greed policy schedule days.
I want them to reverse my debit order immediately and pay the R70 debit order returned fee I was charged by the bank or else I am moving all my family policies
Helpful (0)
Replies (8)0
Replies (8)
Clientele Legal's replyOfficial
19 Oct 2021, 09:16 Dear Dvid H
We confirm receipt of the concerns raised.
Your query has been escalated to the relevant department for investigation.
Yours sincerely,
Judith Mboweni
Clientele Legal
We confirm receipt of the concerns raised.
Your query has been escalated to the relevant department for investigation.
Yours sincerely,
Judith Mboweni
Clientele Legal
Clientele Legal's reply19 Oct 2021, 09:16
Official
Dear Dvid H
We confirm receipt of the concerns raised.
Your query has been escalated to the relevant department for investigation.
Yours sincerely,
Judith Mboweni
Clientele Legal
We confirm receipt of the concerns raised.
Your query has been escalated to the relevant department for investigation.
Yours sincerely,
Judith Mboweni
Clientele Legal
Clientele Legal's replyOfficial
19 Oct 2021, 11:09Dear Dvid H,
Please note that the complaint lodged was received and the contents noted regarding the concerns raised on your Extended Family Legal Plan.
Please note that the complaint lodged was received and the contents noted regarding the concerns raised on your Extended Family Legal Plan.
I have attempted to contact you again on the cell phone number provided to further discuss and address your complaint, to no success.
As per our telephonic conversation, we can refund the premium deducted on the 15th, however, if we refund it is important to note that the policy will be unpaid for the month of October. As per policy terms and conditions, you have 15 days grace from your selected debit date to make a cash payment. Should the premium remain unpaid by the end of the 15 days grace period there will be no cover and the three (3) months waiting period will recommence.
Kindly respond to the email sent from our complaints mailbox if you would like for us to go ahead with the refund considering the information above.
Our sincere apologies for any inconvenience caused by the early debit order raised on your account. According to our system your specified debit day is the 20th of each month.
As per our telephonic conversation, we can refund the premium deducted on the 15th, however, if we refund it is important to note that the policy will be unpaid for the month of October. As per policy terms and conditions, you have 15 days grace from your selected debit date to make a cash payment. Should the premium remain unpaid by the end of the 15 days grace period there will be no cover and the three (3) months waiting period will recommence.
Kindly respond to the email sent from our complaints mailbox if you would like for us to go ahead with the refund considering the information above.
Our sincere apologies for any inconvenience caused by the early debit order raised on your account. According to our system your specified debit day is the 20th of each month.
It is important to note the following:
- Clientèle will use reasonable premium collection methods such as NAEDO tracking which may include debiting your account a few days early so you and your family will enjoy cover. If there is no money in your bank account on the agreed date we will try again over the next few days, should we have no success in your premium collection.
- Should your premium be unmet at the end of the tracking period, a normal unmet fee will be charged, specific to your banking institute.
We would further like to confirm that NAEDO has been approved by the Payment Association of South Africa (which is regulated by the South African Reserve Bank) therefore we can assure you that it is not ******* for us to raise a debit before the chosen debit date. In light of the concerns raised regarding the above mentioned type of billing, we confirm that the policy has been flagged for no early debit orders. Moving forward, should your debit date fall over a weekend or public holiday, we will debit your account on the first working day before.
We trust you find this in order, however should you require any further assistance please feel free to contact us again.
Yours sincerely,
Lindiwe Mabizela
Clientele Legal
Yours sincerely,
Lindiwe Mabizela
Clientele Legal
Clientele Legal's reply19 Oct 2021, 11:09
Official
Dear Dvid H,
Please note that the complaint lodged was received and the contents noted regarding the concerns raised on your Extended Family Legal Plan.
Please note that the complaint lodged was received and the contents noted regarding the concerns raised on your Extended Family Legal Plan.
I have attempted to contact you again on the cell phone number provided to further discuss and address your complaint, to no success.
As per our telephonic conversation, we can refund the premium deducted on the 15th, however, if we refund it is important to note that the policy will be unpaid for the month of October. As per policy terms and conditions, you have 15 days grace from your selected debit date to make a cash payment. Should the premium remain unpaid by the end of the 15 days grace period there will be no cover and the three (3) months waiting period will recommence.
Kindly respond to the email sent from our complaints mailbox if you would like for us to go ahead with the refund considering the information above.
Our sincere apologies for any inconvenience caused by the early debit order raised on your account. According to our system your specified debit day is the 20th of each month.
As per our telephonic conversation, we can refund the premium deducted on the 15th, however, if we refund it is important to note that the policy will be unpaid for the month of October. As per policy terms and conditions, you have 15 days grace from your selected debit date to make a cash payment. Should the premium remain unpaid by the end of the 15 days grace period there will be no cover and the three (3) months waiting period will recommence.
Kindly respond to the email sent from our complaints mailbox if you would like for us to go ahead with the refund considering the information above.
Our sincere apologies for any inconvenience caused by the early debit order raised on your account. According to our system your specified debit day is the 20th of each month.
It is important to note the following:
- Clientèle will use reasonable premium collection methods such as NAEDO tracking which may include debiting your account a few days early so you and your family will enjoy cover. If there is no money in your bank account on the agreed date we will try again over the next few days, should we have no success in your premium collection.
- Should your premium be unmet at the end of the tracking period, a normal unmet fee will be charged, specific to your banking institute.
We would further like to confirm that NAEDO has been approved by the Payment Association of South Africa (which is regulated by the South African Reserve Bank) therefore we can assure you that it is not ******* for us to raise a debit before the chosen debit date. In light of the concerns raised regarding the above mentioned type of billing, we confirm that the policy has been flagged for no early debit orders. Moving forward, should your debit date fall over a weekend or public holiday, we will debit your account on the first working day before.
We trust you find this in order, however should you require any further assistance please feel free to contact us again.
Yours sincerely,
Lindiwe Mabizela
Clientele Legal
Yours sincerely,
Lindiwe Mabizela
Clientele Legal
DH
Dvid H's updateReviewer Update
19 Oct 2021, 11:18Thanks for the response Lindiwe, I have noted the action going forward and please let's make sure this does not repeat - you will loose customers if you continue with this kind of practice, there are many more organisations offeringthe same service out there who are getting this right.
DH
Dvid H's update19 Oct 2021, 11:18
Reviewer Update
Thanks for the response Lindiwe, I have noted the action going forward and please let's make sure this does not repeat - you will loose customers if you continue with this kind of practice, there are many more organisations offeringthe same service out there who are getting this right.
Clientele Legal's replyOfficial
19 Oct 2021, 12:05Dear Dvid H,
Thank you for the response.
Kindly confirm if we should go ahead with the refund in order for us to send the request then email you the banking details for the cash payment.
Kindly confirm if we should go ahead with the refund in order for us to send the request then email you the banking details for the cash payment.
We trust you find this in order, however should you require any further assistance please feel free to contact us again.
Lindiwe Mabizela
Clientele Legal
Clientele Legal's reply19 Oct 2021, 12:05
Official
Dear Dvid H,
Thank you for the response.
Kindly confirm if we should go ahead with the refund in order for us to send the request then email you the banking details for the cash payment.
Kindly confirm if we should go ahead with the refund in order for us to send the request then email you the banking details for the cash payment.
We trust you find this in order, however should you require any further assistance please feel free to contact us again.
Lindiwe Mabizela
Clientele Legal
DH
Dvid H's updateReviewer Update
19 Oct 2021, 12:10Are you refunding the unpaid debit order fee for the bounced debit order which I suffered as a result of your action?
DH
Dvid H's update19 Oct 2021, 12:10
Reviewer Update
Are you refunding the unpaid debit order fee for the bounced debit order which I suffered as a result of your action?
Clientele Legal's replyOfficial
19 Oct 2021, 13:46Dear Dvid H,
Thank you for the response.
Kindly note that we have sent a response to the email we have on record, please check and respond via email.
Kindly note that we have sent a response to the email we have on record, please check and respond via email.
We trust you find this in order, however should you require any further assistance please feel free to contact us again.
Lindiwe Mabizela
Clientele Legal
Clientele Legal's reply19 Oct 2021, 13:46
Official
Dear Dvid H,
Thank you for the response.
Kindly note that we have sent a response to the email we have on record, please check and respond via email.
Kindly note that we have sent a response to the email we have on record, please check and respond via email.
We trust you find this in order, however should you require any further assistance please feel free to contact us again.
Lindiwe Mabizela
Clientele Legal
DH
Dvid H's updateReviewer Update
19 Oct 2021, 13:49Hi Lindiwe, let's leave it - let's make sure this doesn't happen going forward. Thanks for putting the effort to resolve this.
DH
Dvid H's update19 Oct 2021, 13:49
Reviewer Update
Hi Lindiwe, let's leave it - let's make sure this doesn't happen going forward. Thanks for putting the effort to resolve this.
Clientele Legal's replyOfficial
19 Oct 2021, 14:56Dear Dvid H,
Thank you for the response.
Please note that your policy has been flagged for no early debit orders. Moving forward, should your debit date fall over a weekend or public holiday, we will debit your account on the working day after.
We would like to apologise for any inconvenience you have experienced.
Thank you for the response.
Please note that your policy has been flagged for no early debit orders. Moving forward, should your debit date fall over a weekend or public holiday, we will debit your account on the working day after.
We would like to apologise for any inconvenience you have experienced.
We trust you find this in order, however should you require any further assistance please feel free to contact us again.
Yours sincerely,
Lindiwe Mabizela
Clientele Legal
Yours sincerely,
Lindiwe Mabizela
Clientele Legal
Clientele Legal's reply19 Oct 2021, 14:56
Official
Dear Dvid H,
Thank you for the response.
Please note that your policy has been flagged for no early debit orders. Moving forward, should your debit date fall over a weekend or public holiday, we will debit your account on the working day after.
We would like to apologise for any inconvenience you have experienced.
Thank you for the response.
Please note that your policy has been flagged for no early debit orders. Moving forward, should your debit date fall over a weekend or public holiday, we will debit your account on the working day after.
We would like to apologise for any inconvenience you have experienced.
We trust you find this in order, however should you require any further assistance please feel free to contact us again.
Yours sincerely,
Lindiwe Mabizela
Clientele Legal
Yours sincerely,
Lindiwe Mabizela
Clientele Legal