Pathetic Service

I took up the Clientele legal plan in 2014 and have never utilised nor claimed from my benefits since then. I requested their services to claim money due to me from a third party. I submitted my request on the 24th May 2022 and was informed of the necessary documents to submit to Clientele. These documents were emailed the next day and I was told the turnaround time will be 48hours. The consultant informed me that Clientele will be in a position to draft a letter to the third party, however I will first have to approve the letter before they submit to the third party. This was to happen within 48 hours. Up to now the said time has lapsed and I haven’t received any update from Clientele. I’ve made several calls today to make a follow up and eventually advised that this matter was assigned to a Legal Advisor – Busisiwe Ndlovu and reminders were forwarded to her – still no response. Today alone (27.05.2022) Ive made several calls at around 08h00, 12h00 and 15h00. Clientele has failed to meet their own turnaround time, meet their commitment and my expectations as a client I have lodged a complaint with their complaints department through Zanele Lukashe who informed me of another 24 turnaround time. I find this service pathetic as they are failing just to provide a simple letter, a standard template to be exact. This isn’t the kind of service I was made to believe they offer. I see no reason to continue with my policy if I can’t not receive basic assistance from them. It is proof enough that they don’t respect their clients as I have been made to feel disrespected and not valued at all. This is clearly false advertising. Not even courtesy to be updated on progress