KS
Kutlwano S
1 reviews | Active since Aug 2026
27 Aug 2026, 11:11
Clientele
Title: Clientele Life - Refuses R170 Refund After Cooling-Off Cancellation - Policy ***
Review: I cancelled Clientele Life Policy *** within cooling-off period.
On 25 Aug 2026, agent promised R170 refund. Ticket 30Ns9d opened.
Today 27 Aug 2026, they now say "no refund" and complaints department ignores me since 08:54.
This violates Policyholder Protection Rules. Cooling-off = full refund!
I have escalated to National Financial Ombud Scheme (NFO). Policy ***, ID ***.
Clientele, please refund my R170 immediately!
Sitsi Kutlwano ***
Helpful (0)
Replies (6)0
Replies (6)
Clientele Life's replyOfficial
27 Aug 2026, 11:27Dear Kutlwano S,
We confirm receipt of the concerns raised and apologize for any inconvenience caused.
Kindly note that your query has beeen escalated to the relevant department for investigation and we will be in contact to assist.
Yours sincerely,
Service Support
Clientèle Life
We confirm receipt of the concerns raised and apologize for any inconvenience caused.
Kindly note that your query has beeen escalated to the relevant department for investigation and we will be in contact to assist.
Yours sincerely,
Service Support
Clientèle Life
Clientele Life's reply27 Aug 2026, 11:27
Official
Dear Kutlwano S,
We confirm receipt of the concerns raised and apologize for any inconvenience caused.
Kindly note that your query has beeen escalated to the relevant department for investigation and we will be in contact to assist.
Yours sincerely,
Service Support
Clientèle Life
We confirm receipt of the concerns raised and apologize for any inconvenience caused.
Kindly note that your query has beeen escalated to the relevant department for investigation and we will be in contact to assist.
Yours sincerely,
Service Support
Clientèle Life
KS
Kutlwano S's updateReviewer Update
27 Aug 2026, 11:40Thank you for responding. Please process my R170 refund immediately as promised on 25 Aug.
Policy *** was cancelled within cooling-off period. Ticket 30Ns9d. Complaints department has ignored me since 08:54 today.
I await your call on *** and email *** today.
I will update my Hello Peter review to 5 stars once R170 is refunded.
Policy *** was cancelled within cooling-off period. Ticket 30Ns9d. Complaints department has ignored me since 08:54 today.
I await your call on *** and email *** today.
I will update my Hello Peter review to 5 stars once R170 is refunded.
KS
Kutlwano S's update27 Aug 2026, 11:40
Reviewer Update
Thank you for responding. Please process my R170 refund immediately as promised on 25 Aug.
Policy *** was cancelled within cooling-off period. Ticket 30Ns9d. Complaints department has ignored me since 08:54 today.
I await your call on *** and email *** today.
I will update my Hello Peter review to 5 stars once R170 is refunded.
Policy *** was cancelled within cooling-off period. Ticket 30Ns9d. Complaints department has ignored me since 08:54 today.
I await your call on *** and email *** today.
I will update my Hello Peter review to 5 stars once R170 is refunded.
KS
Kutlwano S's updateReviewer Update
28 Aug 2026, 10:57 UPDATE 29 Aug 10:22: Clientele investigator called me (CER818790) and asked why I escalated to Hello Peter and says 31 days notice so I cannot get my R170 cooling-off refund. This is ************. I cancelled in cooling-off on 25 Aug, promised R170 refund. 31 days notice does not apply in cooling-off. I have escalated to NFO Ombudsman.
KS
Kutlwano S's update28 Aug 2026, 10:57
Reviewer Update
UPDATE 29 Aug 10:22: Clientele investigator called me (CER818790) and asked why I escalated to Hello Peter and says 31 days notice so I cannot get my R170 cooling-off refund. This is ************. I cancelled in cooling-off on 25 Aug, promised R170 refund. 31 days notice does not apply in cooling-off. I have escalated to NFO Ombudsman.
Clientele Life's replyOfficial
28 Aug 2026, 11:04 Dear Kutlwano S,
We refer to the above and acknowledge receipt of your complaint ,regarding your Clientele Perks plan.
As per our telephonic conversation, we can verify that your request to cancel your Clientele Perks Plan has been fulfilled. We regret that you have chosen to stop using our services. Please be aware that you can cancel the Clientele Perks Plan with 31 days' notice. There will be no reimbur*****t for the fee paid during this notice period. If the monthly charge was paid, you can cancel within the 5-day cooling-off period starting on the selling date. We regret that you have chosen to stop using our services. We urge you to get in touch with us immediately if you want to stick with the policy. We hope to see you again 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 that you find the above in order, however please feel free to contact us again should you require any further assistance.
Yours sincerely,
Service Support
Clientèle Life
We refer to the above and acknowledge receipt of your complaint ,regarding your Clientele Perks plan.
As per our telephonic conversation, we can verify that your request to cancel your Clientele Perks Plan has been fulfilled. We regret that you have chosen to stop using our services. Please be aware that you can cancel the Clientele Perks Plan with 31 days' notice. There will be no reimbur*****t for the fee paid during this notice period. If the monthly charge was paid, you can cancel within the 5-day cooling-off period starting on the selling date. We regret that you have chosen to stop using our services. We urge you to get in touch with us immediately if you want to stick with the policy. We hope to see you again 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 that you find the above in order, however please feel free to contact us again should you require any further assistance.
Yours sincerely,
Service Support
Clientèle Life
Clientele Life's reply28 Aug 2026, 11:04
Official
Dear Kutlwano S,
We refer to the above and acknowledge receipt of your complaint ,regarding your Clientele Perks plan.
As per our telephonic conversation, we can verify that your request to cancel your Clientele Perks Plan has been fulfilled. We regret that you have chosen to stop using our services. Please be aware that you can cancel the Clientele Perks Plan with 31 days' notice. There will be no reimbur*****t for the fee paid during this notice period. If the monthly charge was paid, you can cancel within the 5-day cooling-off period starting on the selling date. We regret that you have chosen to stop using our services. We urge you to get in touch with us immediately if you want to stick with the policy. We hope to see you again 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 that you find the above in order, however please feel free to contact us again should you require any further assistance.
Yours sincerely,
Service Support
Clientèle Life
We refer to the above and acknowledge receipt of your complaint ,regarding your Clientele Perks plan.
As per our telephonic conversation, we can verify that your request to cancel your Clientele Perks Plan has been fulfilled. We regret that you have chosen to stop using our services. Please be aware that you can cancel the Clientele Perks Plan with 31 days' notice. There will be no reimbur*****t for the fee paid during this notice period. If the monthly charge was paid, you can cancel within the 5-day cooling-off period starting on the selling date. We regret that you have chosen to stop using our services. We urge you to get in touch with us immediately if you want to stick with the policy. We hope to see you again 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 that you find the above in order, however please feel free to contact us again should you require any further assistance.
Yours sincerely,
Service Support
Clientèle Life
KS
Kutlwano S's updateReviewer Update
28 Aug 2026, 11:29 Dear Service Support, Thank you for confirming my Clientele Perks Plan cancellation is fulfilled. However you contradict yourself: you state I can cancel within 5-day cooling-off period (which I did on 25 Aug), yet you say no reimbur*****t due to 31 days notice. Per Policyholder Protection Rules, cooling-off cancellation = full R170 refund, 31 days does not apply. Your 10:33 email also denied refund. This is your final decision. I have forwarded this final decision to National Financial Ombud Scheme (NFO) as you advised to contact Complaints Arbitrator. Awaiting NFO case number.
KS
Kutlwano S's update28 Aug 2026, 11:29
Reviewer Update
Dear Service Support, Thank you for confirming my Clientele Perks Plan cancellation is fulfilled. However you contradict yourself: you state I can cancel within 5-day cooling-off period (which I did on 25 Aug), yet you say no reimbur*****t due to 31 days notice. Per Policyholder Protection Rules, cooling-off cancellation = full R170 refund, 31 days does not apply. Your 10:33 email also denied refund. This is your final decision. I have forwarded this final decision to National Financial Ombud Scheme (NFO) as you advised to contact Complaints Arbitrator. Awaiting NFO case number.
Clientele Life's replyOfficial
28 Aug 2026, 11:35Dear Kutlwano S,
We refer to the above and acknowledge receipt of your complaint ,regarding your Clientele Perks plan.
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.
The office of the Independent Arbitrator was created by Clientèle to address any complaint that a client feels has not been adequately dealt with by the relevant department or an employee of Clientèle. The office of the Independent Arbitrator can review any decision previously made and has the ability to amend these, should the need arise. Any determination made by the office of the Independent Arbitrator is final and binding on the Company.
We trust this is all you require in this regard, however, should you require further assistance please do not hesitate to contact us again.
Yours sincerely,
Service Support
Clientèle Life
We refer to the above and acknowledge receipt of your complaint ,regarding your Clientele Perks plan.
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.
The office of the Independent Arbitrator was created by Clientèle to address any complaint that a client feels has not been adequately dealt with by the relevant department or an employee of Clientèle. The office of the Independent Arbitrator can review any decision previously made and has the ability to amend these, should the need arise. Any determination made by the office of the Independent Arbitrator is final and binding on the Company.
We trust this is all you require in this regard, however, should you require further assistance please do not hesitate to contact us again.
Yours sincerely,
Service Support
Clientèle Life
Clientele Life's reply28 Aug 2026, 11:35
Official
Dear Kutlwano S,
We refer to the above and acknowledge receipt of your complaint ,regarding your Clientele Perks plan.
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.
The office of the Independent Arbitrator was created by Clientèle to address any complaint that a client feels has not been adequately dealt with by the relevant department or an employee of Clientèle. The office of the Independent Arbitrator can review any decision previously made and has the ability to amend these, should the need arise. Any determination made by the office of the Independent Arbitrator is final and binding on the Company.
We trust this is all you require in this regard, however, should you require further assistance please do not hesitate to contact us again.
Yours sincerely,
Service Support
Clientèle Life
We refer to the above and acknowledge receipt of your complaint ,regarding your Clientele Perks plan.
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.
The office of the Independent Arbitrator was created by Clientèle to address any complaint that a client feels has not been adequately dealt with by the relevant department or an employee of Clientèle. The office of the Independent Arbitrator can review any decision previously made and has the ability to amend these, should the need arise. Any determination made by the office of the Independent Arbitrator is final and binding on the Company.
We trust this is all you require in this regard, however, should you require further assistance please do not hesitate to contact us again.
Yours sincerely,
Service Support
Clientèle Life