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MJ
Mechelle J

1 reviews | Active since Oct 2021

05 Oct 2021, 06:07

Waiting for feedback and action

Good day,

On TV adds Clientele Legal pride themselves for professional and good customer service. This is the first time using clientele after paying for about 2 years. On the TV add it looks like matter get sorted but is real life it is another story

I to get and update on my legal case, I was told that I would get feedback on Thursday 29 September 2021.

Late afternoon 29 September I called Clientele Legal again as I have not received the promises feedback. I was told to submit contact information that I have submitted again. Why, the info was sent to the lawyer via email the 2nd September 2021and it was confirmed with a call.

Why did I need to submit this info again that was already given. It feels that my case is not important and not getting any attention I have sent this complaint to their customers service - have not received any feedback. I have logged call me back on the App - no contact was made.

0
Replies (2)
Clientele Legal
Clientele Legal's reply05 Oct 2021, 09:00
Official
Dear Mechelle D

We confirm receipt of the concerns raised. 

Your query has been escalated to the relevant department for investigation.
  
Yours sincerely,
  
Siphesihle Rodolo
Clientele Legal 
Clientele Legal
Clientele Legal's reply11 Oct 2021, 11:25
Official
“Dear Mechelle D,  We thank you for escalating your concerns to us and allowing us the opportunity to resolve your complaint.  We understand your frustration but would like to assure you that we strive to provide you with accurate and professional assistance at all times.  We note your concerns regarding our feedback process and apologize for any inconvenience caused. We confirm that we have advised you on a way forward regarding your matter and shall proceed with attending accordingly and will provide you with further feedback in due course.  At Clientele Legal, we are committed to ensuring a positive customer experience and wish to thank you for making the decision to continue with your Legal Policy, as we value you as a client.  Should you wish to discuss your matter further, please contact us directly.  Regards,  Carla Fick Complaints Case Manager”