Formal Complaint Regarding Unresolved Legal Matters and Service Delivery

Item: Clientele Legal
Rating: 1
Author: Vuyolwetu T

Dear Clientèle Legal Team,

I am writing to formally express my dissatisfaction with the level of service I have received from Clientèle Legal, particularly regarding the handling of my legal matters and complaints.

On 03 September 2025, I was contacted by one of your lawyers, Mr. C. Mbatha, who requested that I forward all correspondence directly to him. I comp**** and have since sent all relevant documentation.

However, to date, I have not received any formal correspondence or follow-up regarding my matters, including those related to labour issues. This lack of communication is unacceptable and has left me without the legal support I expected.

Additionally, I previously submitted a complaint on 26 July 2025, which also remains unresolved. Over the past few years, I have encountered multiple legal issues where Clientèle Legal failed to provide adequate assistance, including: 1. Accident claims – No resolution or accountability from the other party. 2. Maintenance matters – No consultation or advice provided. 3. Wrongful arrest – No bail assistance rendered. 4. Work-related issues – External legal services had to intervene. 5. House ownership transfer – No support offered. 6. Municipal bill review – Assistance declined due to jurisdiction.

These experiences reflect a limited scope of service that was not transparently communicated when I joined. I am disappointed by the lack of urgency and priority given to legal matters, and the tendency to close cases without proper process or resolution.

I hereby request the following: 1. Upgrade my policy to a premium level, with full disclosure of services covered. 2. Provide a detailed breakdown of benefits and exclusions under the premium policy. 3. Clarify your Service Level Agreement (SLA) and complaint resolution process, including timelines and escalation procedures.

I trust that you will treat this matter with the seriousness it deserves and provide a formal response within the expected timeframe.

Sincerely,

Helpful (0)

Replies (2)

Clientele Legal's replyOfficial

28 Sept 2025, 17:54

Dear Vuyolwetu T,

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 reply28 Sept 2025, 17:54

Official

Vuyolwetu T's updateReviewer Update

01 Oct 2025, 21:04

Evening Clientèle Legal Team,

I would like to kindly request urgency in resolving my outstanding matters, as they remain unresolved and continue to cause concern.

I’ve noticed that I am being contacted at random times, often when I am unavailable to take calls due to my daily engagements. No calls were made today, 01 October 2025, and I would like to reiterate that email is my preferred method of correspondence. It allows for clear, formal communication and serves as a reliable reference point for both parties.

Given the nature of the issues at hand, I believe email correspondence will ensure that all details are accurately captured and addressed.

Vuyolwetu T's update01 Oct 2025, 21:04

Reviewer Update

Evening Clientèle Legal Team,

I would like to kindly request urgency in resolving my outstanding matters, as they remain unresolved and continue to cause concern.

Given the nature of the issues at hand, I believe email correspondence will ensure that all details are accurately captured and addressed.