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Ntombizanele H

1 reviews | Active since Feb 2025

18 Oct 2025, 19:24

Cancellation

Subject: Urgent: Policy Cancellation Request and Refund

Dear Clientèle Life Team,

My name is Mbali Entle Hobongwana (ID: ***). I am writing to request the immediate cancellation of my policy.

On 4 September, I sent an email requesting the cancellation, and since then, I have made several phone calls to your office to follow up. Each time, I was assured that the policy would be cancelled, yet the debits have continued to go through.

Please note that the funds being deducted are from my child’s grant money, and this situation has caused me financial distress.

I therefore kindly request:

1. Immediate cancellation of my policy.

2. A written confirmation that the policy has been cancelled.

3. A refund of any deductions made after 4 September 2025.

I look forward to your urgent response and resolution.

Kind regards, Mbali Entle Hobongwana 📞 [***]

0
Replies (10)
Clientele Life
Clientele Life's reply20 Oct 2025, 09:27
Official
 Dear Ntombizanele H,

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, 

Market Conduct 
Clientele Life
Clientele Life's reply20 Oct 2025, 13:10
Official
Dear Ms Ntombizanele H,   It is our pleasure to address your concerns. We apologize for any inconvenience caused.  Our attempts to contact you on the cell phone number provided for the purpose of discussing and addressing your complaint were unsuccessful.  Please note 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,  Nonhlanhla Ngwenya
Service Support Specialist
Clientele Life 
NH
Ntombizanele H's update20 Oct 2025, 13:17
Reviewer Update
Subject: Follow-up on Policy Cancellation Request

Dear Clientèle Life Team,

Thank you for your response. However, I have not yet received any confirmation that my policy has been cancelled. I have been trying to cancel this policy since 4 September, and I am still being debited.

Please confirm that the cancellation has been processed and that no further deductions will be made.

You can also contact me on my alternative number: [***]

Kind regards,
Mbali Entle Hobongwana
Clientele Life
Clientele Life's reply20 Oct 2025, 13:50
Official
Dear Ntombizanele H,

Your query has been escalated to the relevant department for investigation, and we will be in contact to assist. 

Yours sincerely, 

Market Conduct 
NH
Ntombizanele H's update20 Oct 2025, 13:58
Reviewer Update
Thank you for your response and for escalating my query. I appreciate your assistance and will wait for further feedback from the relevant department.

Clientele Life
Clientele Life's reply20 Oct 2025, 15:08
Official
Dear Ms Ntombizanele H,   We confirm that we made contact with you to assist and provide feedback regarding the concerns raised.  At the outset, we would like to apologize for the inconvenience you may have experienced.   As per our telephonic discussion with you, we have assisted with the cancellation of the Clientele Perks Plan where we have explained the losses and the implications. We also explained the required 31 days notice to cancel the debit order with your bank. The cancellation letter is sent to the email address we have on record.  It is unfortunate that you have decided to terminate our services, should you wish to continue with the policies we encourage you to urgently contact us and we will gladly welcome you back as a valued client. In the event that you are not satisfied with the outcome of the concerns raised, please do not hesitate to direct your complaint to the Complaints Arbitrator at ***. The Independent Arbitrator is an Independent Authority with the power to overturn or uphold the above initial findings. 

We trust you find this in order, however should you require any further assistance please feel free to contact us again.  Yours sincerely,  Nonhlanhla Ngwenya Service Support Specialist Clientele Life 
NH
Ntombizanele H's update20 Oct 2025, 15:16
Reviewer Update
Subject: Clarification on 31-Day Cancellation Notice

Dear Nonhlanhla,

Thank you for your email and for assisting with the cancellation of my Clientele Perks Plan.

I would like to confirm whether the 31-day cancellation notice period starts from today. I have been requesting the cancellation and following up for some time now, so I would appreciate clarity on when the 31 days officially begin.

I will confirm once I have received the cancellation letter via email. My main concern is that the delay in processing my request was not due to my actions, but rather because your team did not act on my earlier emails and calls.

Regards
Mbalientle Hobongwana

Clientele Life
Clientele Life's reply20 Oct 2025, 15:56
Official
Dear Ms Ntombizanele H,  We confirm that we made contact with you to assist and provide feedback regarding the concerns raised.  At the outset, we would like to apologize for the inconvenience you may have experienced.   The required 31 days notice to cancel the debit order with your bank is calculated from the date of cancellation which is today. The debit orders are usually sent earlier in advance as per the banks requirement, so the debit order for the 1st of November was submitted while the policy was still active. That will be the last debit order. We have confirmed that the policy was not cancelled as there is no proof of previous confirmation of cancellation. In the event that you are not satisfied with the outcome of the concerns raised, please do not hesitate to direct your complaint to the Complaints Arbitrator at ***.  The Independent Arbitrator is an Independent Authority with the power to overturn or uphold the above initial findings. We trust you find this in order, however should you require any further assistance please feel free to contact us again.  Yours sincerely,  Nonhlanhla NgwenyaService Support Specialist Clientele Life 
NH
Ntombizanele H's update20 Oct 2025, 16:08
Reviewer Update
Subject: Re: Policy Cancellation and 31-Day Notice Period

Dear Ms. Ngwenya,

Thank you for your response.

I would like to confirm that I did, in fact, send an email to cancel my policy on 4 September 2025, and I have a screenshot as proof of that email. It is unfair for the 31-day cancellation period to start only now, as I have been requesting cancellation since early September and have been following up several times without proper assistance from your team.

Please confirm where I can forward the screenshot of my original cancellation email so that this matter can be correctly reviewed. I also request written confirmation that no further debits will go through after the 1st of November.

I look forward to your urgent feedback
Clientele Life
Clientele Life's reply21 Oct 2025, 08:31
Official
Dear Ms Ntombizanele H,
Thank you for contacting us.

Please take note that an investigation was conducted, and you were notified by phone and email of the results. In the event that you are not satisfied with the outcome of the concerns raised, please do not hesitate to direct your complaint to the Complaints Arbitrator at ***. The Independent Arbitrator is an Independent Authority with the power to overturn or uphold the above initial findings. We trust you find this in order, however should you require any further assistance please feel free to contact us again.  Yours sincerely,  Lindiwe MabizelaService Support Team LeaderClientele Life