Clientèle delaying refund despite confirmation and escalation

I am writing to express my frustration with the ongoing delay in receiving my refund from Clientèle following the cancellation of my policy. Policy Number: *** Complaint ***

I was previously informed that although the debit order for 1 March 2026 had already been processed, a refund would be issued once the premium was received. The debit order went off my account on 2 March 2026.

On 11 March, I contacted Clientèle and was assured that the refund had been processed and that the funds would reflect in my account by 13 March. However, this did not happen.

As of 16 March, I still had not received the refund. I followed up again and was told the matter would be escalated, with a turnaround time of 24–48 working hours. Despite this, there has still been no resolution or payment made.

This level of service is unacceptable. I have made multiple follow-ups and have been given inconsistent information with no results.

I have since escalated this matter further and indicated my intention to report Clientèle to the FSCA if this is not resolved urgently.

I request immediate payment of my refund and a clear explanation for the delay. If this matter is not resolved promptly, I will proceed with formal complaints to the relevant regulatory authorities.

— Dimakatso