HV
Hlengiwe V
1 reviews | Active since May 2019
13 Nov 2020, 16:27
5 Days Premature Debit of Policy
I am so frustrated with Clientele!! I woke up this morning with a debit deduction on the policy that I have with them!!! They debited my account a week before the actual debit date!!!
I was left stranded with an empty account because they contravened the contractual agreement!!!
I have called them 3 times already asking for my refund, the last call ended by being told that their server is down and they cant help me.
There was no sense of urgency or empathy for my situation that was caused by them!!!
I am severing my ties with this organisation, I have no funds in my account because of their inconsideration!!!
This is unacceptable!! I will take my business elsewhere!!!
Helpful (0)
Replies (3)0
Replies (3)
Clientele Life's replyOfficial
14 Nov 2020, 09:54Dear Hlengiwe V
We confirm receipt of the concerns.
Your query has been escalated to the relevant department for investigation and we will be in contact to assist you further in the matter.
Yours sincerely,
Shanitha Hanuman
Service Support Specialist
Clientele Life
We confirm receipt of the concerns.
Your query has been escalated to the relevant department for investigation and we will be in contact to assist you further in the matter.
Yours sincerely,
Shanitha Hanuman
Service Support Specialist
Clientele Life
Clientele Life's reply14 Nov 2020, 09:54
Official
Dear Hlengiwe V
We confirm receipt of the concerns.
Your query has been escalated to the relevant department for investigation and we will be in contact to assist you further in the matter.
Yours sincerely,
Shanitha Hanuman
Service Support Specialist
Clientele Life
We confirm receipt of the concerns.
Your query has been escalated to the relevant department for investigation and we will be in contact to assist you further in the matter.
Yours sincerely,
Shanitha Hanuman
Service Support Specialist
Clientele Life
Clientele Life's replyOfficial
16 Nov 2020, 14:25Dear Hlengiwe V,
Please note that the complaint lodged was received and the contents noted regarding the concerns raised on your Clientele Funeral Dignity Plan.
We have attempted to contact you on the cell phone number provided to discuss and address your complaint, to no success.
Please be informed that we will contact you again to assist you further regarding your complaint.
We trust that you find the above in order, however please feel free to contact us again should you require any further assistance.
Yours sincerely,
Judith Mboweni
Service Recover Specialist
Clientele Life
Clientele Life
Clientele Life's reply16 Nov 2020, 14:25
Official
Dear Hlengiwe V,
Please note that the complaint lodged was received and the contents noted regarding the concerns raised on your Clientele Funeral Dignity Plan.
We have attempted to contact you on the cell phone number provided to discuss and address your complaint, to no success.
Please be informed that we will contact you again to assist you further regarding your complaint.
We trust that you find the above in order, however please feel free to contact us again should you require any further assistance.
Yours sincerely,
Judith Mboweni
Service Recover Specialist
Clientele Life
Clientele Life
Clientele Life's replyOfficial
17 Nov 2020, 10:27Dear Hlengiwe V,
Thank you for raising your concerns and for bringing this matter to our attention
We have attempted to contact you on the cell phone number provided to discuss and address your complaint, unfortunately with no success.
We can confirm that the debit date on the policy in question is the 20th of each month as agreed. However, it is important to note that Clientèle Life uses various billings mechanisms such as NAEDO (Non-Authenticated Early Debit Orders) and Resubmissions to recover premiums.
NAEDO is a debit mechanism which allows us to track a client’s account for a period of time (before the due debit date), to minimize the risks of penalty charges associated with unmet debit orders. A penalty charge in this instance will only be deducted by the bank if the premium remains unpaid by the client’s selected debit date. Should premiums be received earlier, these amounts will then be allocated to the month’s premium it was intended for.
As part of our internal process, at application stage our Sales Consultants are required to disclose to clients that they will be placed on NAEDO.
We have since removed the tracking system from your policy and have placed you on a more contented premium collection method. The refund process was also explained previously upon contacting our offices.
Furthermore we would like to thank you for entrusting us with your policy and the feedback provided to us, we highly appreciate it and we assure you that it has been escalated to the relevant management team.
Furthermore we would like to thank you for entrusting us with your policy and the feedback provided to us, we highly appreciate it and we assure you that it has been escalated to the relevant management team.
We however do understand your frustration and apologise for any inconvenience caused.
We trust that this is all you require at this time however feel free to contact us again should you need any further assistance.
Yours sincerely,
Judith Mboweni
Service Support Specialist
Clientele Life
Judith Mboweni
Service Support Specialist
Clientele Life
Clientele Life's reply17 Nov 2020, 10:27
Official
Dear Hlengiwe V,
Thank you for raising your concerns and for bringing this matter to our attention
We have attempted to contact you on the cell phone number provided to discuss and address your complaint, unfortunately with no success.
We can confirm that the debit date on the policy in question is the 20th of each month as agreed. However, it is important to note that Clientèle Life uses various billings mechanisms such as NAEDO (Non-Authenticated Early Debit Orders) and Resubmissions to recover premiums.
NAEDO is a debit mechanism which allows us to track a client’s account for a period of time (before the due debit date), to minimize the risks of penalty charges associated with unmet debit orders. A penalty charge in this instance will only be deducted by the bank if the premium remains unpaid by the client’s selected debit date. Should premiums be received earlier, these amounts will then be allocated to the month’s premium it was intended for.
As part of our internal process, at application stage our Sales Consultants are required to disclose to clients that they will be placed on NAEDO.
We have since removed the tracking system from your policy and have placed you on a more contented premium collection method. The refund process was also explained previously upon contacting our offices.
Furthermore we would like to thank you for entrusting us with your policy and the feedback provided to us, we highly appreciate it and we assure you that it has been escalated to the relevant management team.
Furthermore we would like to thank you for entrusting us with your policy and the feedback provided to us, we highly appreciate it and we assure you that it has been escalated to the relevant management team.
We however do understand your frustration and apologise for any inconvenience caused.
We trust that this is all you require at this time however feel free to contact us again should you need any further assistance.
Yours sincerely,
Judith Mboweni
Service Support Specialist
Clientele Life
Judith Mboweni
Service Support Specialist
Clientele Life