GW
George W

1 reviews | Active since Nov 2018

11 Oct 2019, 11:40

Clientele makes a mistake and i am not paying

So this morning i received a call from a clientele life agent, a Patience for a funeral policy. After the normal questions and answers i chose the R*** benefit payout for R306.00 per month. I marveled at what a great deal this was and even told the consultant that its the best quote that i got so far. Her response was that its because clientele life funeral's is large and has many members so i accepted that.We concluded the deal and as i put the phone down i got a text from Clientele life thanking me for choosing a Clientele funeral plan. According to the text the cover amount for me and my spouse would be R 15000.00 for the premium of R316.00 pm and the first debit going off on 1 November 2019. As this is not as we agreed upon i immediately called in and spoke with Rebecca. I explained that i had purchased R100 000.00 funeral cover and not R15000 as per the sms. I was put on hold and when Rebecca came back she rep**** that it was an error as due to my age the premium should be around R800.00 pm. I told her to immediately cancel the policy as i am not interested if that is the case. I immediately received a text saying my policy was cancelled and an email confirming the same, however according to the email my debit order will only be canceled in 30 days....now all of this took place in a matter of 15 minutes yet the Debit order will only be cancelled after 30 days.Furthermore it states that the benefits of this policy are dependent on premium payments enabling the cover to remain in force for 31 days from the date of cancellation....You had better make sure that no debit goes off as your agent gave the wrong information and the whole process from me accepting the R100 000.00 for R306.00 to receiving the text and me calling to cancel was not even 15 minutes. I do not see why i have to pay for your mistake so best you ensure that no debit goes off.

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Replies (2)
Clientele Life
Clientele Life's reply11 Oct 2019, 12:20
Official
Dear  George W 

We confirm receipt of the concerns raised.

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

Yours sincerely,

Siphesihle Rodolo

Service Support Specialist
Clientele Life
Clientele Life's reply12 Oct 2019, 10:53
Official
Dear George W By now you have been contacted by our Compliance Investigator ( Johannah Cele). We have confirmed that outcome of our investigation and confirmed a solution moving forward.   We would like to take this opportunity to apologise for any inconvenience caused in this regard.   You confirmed that you are satisfied with the outcome and we trust that you find the above in order however, should you wish to contact us again  please do not hesitate to do so. Yours sincerely, Compliance Team