Clientèle = ClientHell

HelloPeter Complaint

Clientèle = ClientHell – An Absolute Failure of Customer Service

I have reached the point where I feel compelled to publicly share my experience with Clientèle because repeated attempts to get a simple response have been met with silence, automated replies and a complete lack of accountability.

Here is the timeline:

1. Four emails – no response whatsoever I sent four separate emails regarding my matter. Not one received a meaningful response. The only response I received was an automated email directing me to use their online services.

2. Formal complaint logged – then closed without contacting me I eventually lodged a formal complaint, providing detailed background and all the relevant information. Clientèle acknowledged the complaint and issued Reference Number CER814764, advising me that an investigator had been assigned.

After waiting 10 working days, I contacted the Clientèle call centre to follow up. I was told that someone would contact me regarding the matter.

Nobody contacted me.

Even worse, I subsequently discovered that the investigator had closed the case without ever contacting me or giving me an opportunity to explain the matter.

How can an investigation be conducted and a case closed when the person who lodged the complaint was never contacted?

3. I tried escalating the matter – still silence I sent another email and, in an attempt to get someone to take ownership of the matter, I CC’d the Head of Information, Mr P. Robinson, and the Head of Media Queries (Not Advertising), Carmen Steynberg.

The result?

Nothing.

No response. No acknowledgement. No explanation. No accountability.

Quiet as a cricket. 🦗

And now, when I try to use Clientèle’s online platform, I cannot even log in because, according to their own records, I am apparently not a Clientèle client.

So here is the situation:

* Four emails sent – no meaningful response * Formal complaint logged – reference CER814764 * Investigator assigned – case closed without contacting me * Follow-up call after 10 working days – promised callback never happened * Further email sent with senior Clientèle personnel CC’d – still no response * Online platform – I apparently don’t exist as a client

This is not customer service.

I don’t expect miracles. I don’t expect preferential treatment. I simply expect someone to take ownership of a formal complaint, communicate with the person who lodged it, and provide an explanation before closing the case.

At this point, calling it Clientèle seems rather generous.

ClientHell seems considerably closer to the experience.

Clientèle: Please have an actual person contact me and deal with Reference CER814764.

Enough of the automated responses. Someone needs to take responsibility.