LC
Lubabalo C
1 reviews | Active since Aug 2019
05 May 2025, 12:18
Clientele is not canceling my policy as requested
I am struggling to cancel my policy with Clientele. I wrote to them by email early April (3rd) to cancel my policy and an automated response was received. No call was made to affect the cancelation. I sent them another cancelation email end of April after noticing that the policy is still active through a premium deduction debit order. I sent another request for cancelation more than once and used the options provided by email to get the policy canceled, and none of them worked. I went as far as calling them and was transferred to their retention department, and immediately after mentioning that I want to get my policy canceled, the official I was on the line with dropped the call. NO CALLBACK WAS MADE. My policy is still active. And I can't seem to get it canceled. I am also trying to get the collected premium returned because the cancelation should have been in effect early April still. I tried disputing the debit order with my bank but it seems clientele has blocked this option. Which means they can continue deducting from my account for as long as they wish. This is unacceptable.
Helpful (0)
Replies (9)0
Replies (9)
Clientele Life's replyOfficial
05 May 2025, 12:34Dear Lubabalo C,
We acknowledge receipt of the issues brought up and sincerely regret any inconvenience.
The appropriate department has been notified of your inquiry and will get in touch with you to offer assistance.
Yours sincerely,
Lindiwe Mabizela
Service Support Team Leader
Clientele Life
We acknowledge receipt of the issues brought up and sincerely regret any inconvenience.
The appropriate department has been notified of your inquiry and will get in touch with you to offer assistance.
Yours sincerely,
Lindiwe Mabizela
Service Support Team Leader
Clientele Life
Clientele Life's reply05 May 2025, 12:34
Official
Dear Lubabalo C,
We acknowledge receipt of the issues brought up and sincerely regret any inconvenience.
The appropriate department has been notified of your inquiry and will get in touch with you to offer assistance.
Yours sincerely,
Lindiwe Mabizela
Service Support Team Leader
Clientele Life
We acknowledge receipt of the issues brought up and sincerely regret any inconvenience.
The appropriate department has been notified of your inquiry and will get in touch with you to offer assistance.
Yours sincerely,
Lindiwe Mabizela
Service Support Team Leader
Clientele Life
LC
Lubabalo C's updateReviewer Update
05 May 2025, 13:06Good afternoon, Lindiwe M.
Thank you for your response.
I will be waiting patiently for that call from Clientele.
Regards,
Thank you for your response.
I will be waiting patiently for that call from Clientele.
Regards,
LC
Lubabalo C's update05 May 2025, 13:06
Reviewer Update
Good afternoon, Lindiwe M.
Thank you for your response.
I will be waiting patiently for that call from Clientele.
Regards,
Thank you for your response.
I will be waiting patiently for that call from Clientele.
Regards,
Clientele Life's replyOfficial
05 May 2025, 16:00Dear Lubabalo C,
We confirm that we made contact with you to provide feedback regarding the concerns raised.
Please note that the letter confirming your policy cancellation has been sent to the email address you provided during our telephone conversation. We would like to apologize for the delay and the inconvenience caused.
It is unfortunate that you have decided to terminate our services, should you wish to continue with the policy 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,
Lindokuhle Nhlengethwa
Service Support Specialist
Clientele Life
We confirm that we made contact with you to provide feedback regarding the concerns raised.
Please note that the letter confirming your policy cancellation has been sent to the email address you provided during our telephone conversation. We would like to apologize for the delay and the inconvenience caused.
It is unfortunate that you have decided to terminate our services, should you wish to continue with the policy 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,
Lindokuhle Nhlengethwa
Service Support Specialist
Clientele Life
Clientele Life's reply05 May 2025, 16:00
Official
Dear Lubabalo C,
We confirm that we made contact with you to provide feedback regarding the concerns raised.
Please note that the letter confirming your policy cancellation has been sent to the email address you provided during our telephone conversation. We would like to apologize for the delay and the inconvenience caused.
It is unfortunate that you have decided to terminate our services, should you wish to continue with the policy 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,
Lindokuhle Nhlengethwa
Service Support Specialist
Clientele Life
We confirm that we made contact with you to provide feedback regarding the concerns raised.
Please note that the letter confirming your policy cancellation has been sent to the email address you provided during our telephone conversation. We would like to apologize for the delay and the inconvenience caused.
It is unfortunate that you have decided to terminate our services, should you wish to continue with the policy 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,
Lindokuhle Nhlengethwa
Service Support Specialist
Clientele Life
LC
Lubabalo C's updateReviewer Update
06 May 2025, 05:48Good morning, Lindokuhle.
I AM NOT SATISFIED AT ALL!
The initial cancelation request was sent by email to Clientele on the 3rd of April. The request had my full name, my ID number and policy number, for Clientele to be able to link the cancellation request to the policy. On top of that, the email was sent from my personal email address which is the registered email address used for the policy.
Now, since the cancellation request did not come through over the phone by means of a call, Clientele refuses to accept the cancellation on the 3rd of April as an official cancellation request. I even informed your agent that I tried calling Clientele on the number they provided in their automated response, and the line was dead. I went further to inform Clientele of their dead line by email on the 30th of April, but this was still met with a refusal of cancellation confirmation and of cancellation of the policy. In essence, Clientele wants to charge me for the premium they collected for April through my bank account by means of a locked debit order which they locked on their side, with my bank. I couldn't even cancel the debit order on my end with my bank. (FNB is my bank by the way).
To me, this feels like theft. This seems very ******** and ********. I mean, if it is legislated that a service provider can lock a debit order in a clients bank account and not allow a client to cancel it, and they can reject a policy cancellation request not conducted through a phone call conversation even though all particulars provided in the letter (email) sent is sufficient. Then a review of the legislation needs to be done. This seems very unjust.
If there is anyone with a legal background who sees my post, please provide guidance. The government needs to look into this because the consumers are at risk. The consumers are under fire. If a company this large can get away successfully with this, and it is a lawful practice, then we are in serious trouble.
I AM NOT SATISFIED AT ALL!
The initial cancelation request was sent by email to Clientele on the 3rd of April. The request had my full name, my ID number and policy number, for Clientele to be able to link the cancellation request to the policy. On top of that, the email was sent from my personal email address which is the registered email address used for the policy.
Now, since the cancellation request did not come through over the phone by means of a call, Clientele refuses to accept the cancellation on the 3rd of April as an official cancellation request. I even informed your agent that I tried calling Clientele on the number they provided in their automated response, and the line was dead. I went further to inform Clientele of their dead line by email on the 30th of April, but this was still met with a refusal of cancellation confirmation and of cancellation of the policy. In essence, Clientele wants to charge me for the premium they collected for April through my bank account by means of a locked debit order which they locked on their side, with my bank. I couldn't even cancel the debit order on my end with my bank. (FNB is my bank by the way).
To me, this feels like theft. This seems very ******** and ********. I mean, if it is legislated that a service provider can lock a debit order in a clients bank account and not allow a client to cancel it, and they can reject a policy cancellation request not conducted through a phone call conversation even though all particulars provided in the letter (email) sent is sufficient. Then a review of the legislation needs to be done. This seems very unjust.
If there is anyone with a legal background who sees my post, please provide guidance. The government needs to look into this because the consumers are at risk. The consumers are under fire. If a company this large can get away successfully with this, and it is a lawful practice, then we are in serious trouble.
LC
Lubabalo C's update06 May 2025, 05:48
Reviewer Update
Good morning, Lindokuhle.
I AM NOT SATISFIED AT ALL!
The initial cancelation request was sent by email to Clientele on the 3rd of April. The request had my full name, my ID number and policy number, for Clientele to be able to link the cancellation request to the policy. On top of that, the email was sent from my personal email address which is the registered email address used for the policy.
Now, since the cancellation request did not come through over the phone by means of a call, Clientele refuses to accept the cancellation on the 3rd of April as an official cancellation request. I even informed your agent that I tried calling Clientele on the number they provided in their automated response, and the line was dead. I went further to inform Clientele of their dead line by email on the 30th of April, but this was still met with a refusal of cancellation confirmation and of cancellation of the policy. In essence, Clientele wants to charge me for the premium they collected for April through my bank account by means of a locked debit order which they locked on their side, with my bank. I couldn't even cancel the debit order on my end with my bank. (FNB is my bank by the way).
To me, this feels like theft. This seems very ******** and ********. I mean, if it is legislated that a service provider can lock a debit order in a clients bank account and not allow a client to cancel it, and they can reject a policy cancellation request not conducted through a phone call conversation even though all particulars provided in the letter (email) sent is sufficient. Then a review of the legislation needs to be done. This seems very unjust.
If there is anyone with a legal background who sees my post, please provide guidance. The government needs to look into this because the consumers are at risk. The consumers are under fire. If a company this large can get away successfully with this, and it is a lawful practice, then we are in serious trouble.
I AM NOT SATISFIED AT ALL!
The initial cancelation request was sent by email to Clientele on the 3rd of April. The request had my full name, my ID number and policy number, for Clientele to be able to link the cancellation request to the policy. On top of that, the email was sent from my personal email address which is the registered email address used for the policy.
Now, since the cancellation request did not come through over the phone by means of a call, Clientele refuses to accept the cancellation on the 3rd of April as an official cancellation request. I even informed your agent that I tried calling Clientele on the number they provided in their automated response, and the line was dead. I went further to inform Clientele of their dead line by email on the 30th of April, but this was still met with a refusal of cancellation confirmation and of cancellation of the policy. In essence, Clientele wants to charge me for the premium they collected for April through my bank account by means of a locked debit order which they locked on their side, with my bank. I couldn't even cancel the debit order on my end with my bank. (FNB is my bank by the way).
To me, this feels like theft. This seems very ******** and ********. I mean, if it is legislated that a service provider can lock a debit order in a clients bank account and not allow a client to cancel it, and they can reject a policy cancellation request not conducted through a phone call conversation even though all particulars provided in the letter (email) sent is sufficient. Then a review of the legislation needs to be done. This seems very unjust.
If there is anyone with a legal background who sees my post, please provide guidance. The government needs to look into this because the consumers are at risk. The consumers are under fire. If a company this large can get away successfully with this, and it is a lawful practice, then we are in serious trouble.
LC
Lubabalo C's updateReviewer Update
06 May 2025, 06:24Lindokuhle,
In addition to the above, the only time Clientele contacted me was after I wrote this review. Beginning of April I sent two correspondences to Clientele and the one which was the earlier of the two, spoke to how I could not access the free coupon received for viewing Netflix for a month without a cover charge. That email was only acknowledged in the phone call I received yesterday from Clientele, and the coupon was said to expire end of April. So, I got a free coupon for the month of April which I could not use, and I did not receive assistance with utilizing it even after writing to Clientele. No call was made, and there was not email received. But, miraculously, after I write a review on Hellopeter, Clientele officials are now available to get back to clients.
UNNACCEPTABLE!
In addition to the above, the only time Clientele contacted me was after I wrote this review. Beginning of April I sent two correspondences to Clientele and the one which was the earlier of the two, spoke to how I could not access the free coupon received for viewing Netflix for a month without a cover charge. That email was only acknowledged in the phone call I received yesterday from Clientele, and the coupon was said to expire end of April. So, I got a free coupon for the month of April which I could not use, and I did not receive assistance with utilizing it even after writing to Clientele. No call was made, and there was not email received. But, miraculously, after I write a review on Hellopeter, Clientele officials are now available to get back to clients.
UNNACCEPTABLE!
LC
Lubabalo C's update06 May 2025, 06:24
Reviewer Update
Lindokuhle,
In addition to the above, the only time Clientele contacted me was after I wrote this review. Beginning of April I sent two correspondences to Clientele and the one which was the earlier of the two, spoke to how I could not access the free coupon received for viewing Netflix for a month without a cover charge. That email was only acknowledged in the phone call I received yesterday from Clientele, and the coupon was said to expire end of April. So, I got a free coupon for the month of April which I could not use, and I did not receive assistance with utilizing it even after writing to Clientele. No call was made, and there was not email received. But, miraculously, after I write a review on Hellopeter, Clientele officials are now available to get back to clients.
UNNACCEPTABLE!
In addition to the above, the only time Clientele contacted me was after I wrote this review. Beginning of April I sent two correspondences to Clientele and the one which was the earlier of the two, spoke to how I could not access the free coupon received for viewing Netflix for a month without a cover charge. That email was only acknowledged in the phone call I received yesterday from Clientele, and the coupon was said to expire end of April. So, I got a free coupon for the month of April which I could not use, and I did not receive assistance with utilizing it even after writing to Clientele. No call was made, and there was not email received. But, miraculously, after I write a review on Hellopeter, Clientele officials are now available to get back to clients.
UNNACCEPTABLE!
Clientele Life's replyOfficial
06 May 2025, 07:39Dear Lubabalo C,
Thank you for raising your concerns with us. Please note that if you are not satisfied with the outcome of the concerns raised you can direct your complaint to the office of the Independent Arbitrator at ***. 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 you find this in order, however, should you require any further assistance please feel free to contact us again.
Yours sincerely,
Lindokuhle Nhlengethwa
Service Support Specialist
Clientele Life
Thank you for raising your concerns with us. Please note that if you are not satisfied with the outcome of the concerns raised you can direct your complaint to the office of the Independent Arbitrator at ***. 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 you find this in order, however, should you require any further assistance please feel free to contact us again.
Yours sincerely,
Lindokuhle Nhlengethwa
Service Support Specialist
Clientele Life
Clientele Life's reply06 May 2025, 07:39
Official
Dear Lubabalo C,
Thank you for raising your concerns with us. Please note that if you are not satisfied with the outcome of the concerns raised you can direct your complaint to the office of the Independent Arbitrator at ***. 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 you find this in order, however, should you require any further assistance please feel free to contact us again.
Yours sincerely,
Lindokuhle Nhlengethwa
Service Support Specialist
Clientele Life
Thank you for raising your concerns with us. Please note that if you are not satisfied with the outcome of the concerns raised you can direct your complaint to the office of the Independent Arbitrator at ***. 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 you find this in order, however, should you require any further assistance please feel free to contact us again.
Yours sincerely,
Lindokuhle Nhlengethwa
Service Support Specialist
Clientele Life
LC
Lubabalo C's updateReviewer Update
06 May 2025, 08:04Lindokuhle,
I will be sure to send my complaint to the independent arbitrator as advised.
Please note, I have an email from Clientele dated April 5th, with the timestamp 15:11, which contains a policy schedule confirming that my policy is active, and a clientele royalty brochure. This is a welcome pack to clientele policy holders, and it is coming in after a cancellation confirmation was received telephonically. WHAT IS GOING ON?!
I will be sure to send my complaint to the independent arbitrator as advised.
Please note, I have an email from Clientele dated April 5th, with the timestamp 15:11, which contains a policy schedule confirming that my policy is active, and a clientele royalty brochure. This is a welcome pack to clientele policy holders, and it is coming in after a cancellation confirmation was received telephonically. WHAT IS GOING ON?!
LC
Lubabalo C's update06 May 2025, 08:04
Reviewer Update
Lindokuhle,
I will be sure to send my complaint to the independent arbitrator as advised.
Please note, I have an email from Clientele dated April 5th, with the timestamp 15:11, which contains a policy schedule confirming that my policy is active, and a clientele royalty brochure. This is a welcome pack to clientele policy holders, and it is coming in after a cancellation confirmation was received telephonically. WHAT IS GOING ON?!
I will be sure to send my complaint to the independent arbitrator as advised.
Please note, I have an email from Clientele dated April 5th, with the timestamp 15:11, which contains a policy schedule confirming that my policy is active, and a clientele royalty brochure. This is a welcome pack to clientele policy holders, and it is coming in after a cancellation confirmation was received telephonically. WHAT IS GOING ON?!
LC
Lubabalo C's updateReviewer Update
06 May 2025, 08:06YOH! The way in which you guys are so nice and assuring when you want us to take policies with y'all, it's shocking how it can just fall away
LC
Lubabalo C's update06 May 2025, 08:06
Reviewer Update
YOH! The way in which you guys are so nice and assuring when you want us to take policies with y'all, it's shocking how it can just fall away
Clientele Life's replyOfficial
07 May 2025, 14:15Dear Lubabalo C,
Thank you for raising your concerns with us. We understand that you might not be happy with the outcome of your complaint. Please note that you have the right to escalate a matter further if you are not satisfied with the outcome. Kindly direct your complaint to the office of the Independent Arbitrator at ***. 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 you find this in order, however, should you require any further assistance please feel free to contact us again.
Yours sincerely,
Lindiwe Mabizela
Service Support Team Leader
Clientele Life
Thank you for raising your concerns with us. We understand that you might not be happy with the outcome of your complaint. Please note that you have the right to escalate a matter further if you are not satisfied with the outcome. Kindly direct your complaint to the office of the Independent Arbitrator at ***. 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 you find this in order, however, should you require any further assistance please feel free to contact us again.
Yours sincerely,
Lindiwe Mabizela
Service Support Team Leader
Clientele Life
Clientele Life's reply07 May 2025, 14:15
Official
Dear Lubabalo C,
Thank you for raising your concerns with us. We understand that you might not be happy with the outcome of your complaint. Please note that you have the right to escalate a matter further if you are not satisfied with the outcome. Kindly direct your complaint to the office of the Independent Arbitrator at ***. 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 you find this in order, however, should you require any further assistance please feel free to contact us again.
Yours sincerely,
Lindiwe Mabizela
Service Support Team Leader
Clientele Life
Thank you for raising your concerns with us. We understand that you might not be happy with the outcome of your complaint. Please note that you have the right to escalate a matter further if you are not satisfied with the outcome. Kindly direct your complaint to the office of the Independent Arbitrator at ***. 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 you find this in order, however, should you require any further assistance please feel free to contact us again.
Yours sincerely,
Lindiwe Mabizela
Service Support Team Leader
Clientele Life