Clientèle Perks — debited again after cancellation request, while receiving no Perks

I am extremely frustrated with the way Clientèle Perks handles cancellations and debit orders.

I emailed Clientèle on 12 July 2026 requesting cancellation. As Clientèle requires approximately 30 days' notice for cancellation, I reasonably expected my notice period to start from the date that I submitted my written cancellation request.

I received no response telling me that my cancellation had not been accepted or that I was required to telephone a call centre before the cancellation could be processed.

Clientèle then debited me again on 1 August 2026.

What made this worse was that despite taking my money, I did not receive the Perks I was paying for — including the Spin & Win opportunities and other benefits associated with the programme.

I followed up by email because I wanted confirmation that my original cancellation had been processed. Only then did I receive an automated response telling me that I have to CALL to cancel.

This is where I have a serious problem with Clientèle's cancellation process.

The number I am expected to call is not toll-free. Cancelling therefore requires me to spend my own airtime, go through verification and answer numerous questions simply to stop a service that I have already requested in writing to cancel.

Meanwhile, the debit continues.

Today is 1 September 2026 and Clientèle has DEBITED MY ACCOUNT AGAIN.

And once again, I do not have the Perks/vouchers I am supposedly paying for.

I also cannot simply stop the payment through my bank because the payment was authorised through DebiCheck, meaning I am dependent on Clientèle actually processing the cancellation.

The only benefit I have meaningfully used since joining was the two movie tickets. Ironically, those tickets were the incentive used to sell the product to me in the first place. The sales consultant was stationed at the cinema and I was told that signing up would give me two free movie tickets. Those tickets still reflect as "claimed".

The entire customer journey concerns me.

Signing up was incredibly easy and came with an immediate incentive. Cancelling has involved emails that were not answered, an additional telephone requirement that was not communicated when I initially cancelled, airtime costs, verification processes and continued DebiCheck deductions.

Whether intentional or not, this creates significant friction for a consumer simply trying to terminate a relatively small monthly subscription.

I now require Clientèle to:

1. Treat 12 July 2026 as the date on which I gave notice of cancellation. 2. Cancel Clientèle Perks and the associated DebiCheck authority immediately. 3. Refund any amounts collected after my cancellation should those deductions fall outside the applicable notice period. 4. Refund any payment taken for a period during which the Perks I paid for were not actually made available to me. 5. Confirm in writing that there will be no further deductions. 6. Explain why payments were successfully collected while the corresponding Perks were not provided. 7. Provide me with a formal complaint reference number.

I have the emails showing when I requested cancellation, my subsequent follow-up, the automated response and my bank transactions showing the deductions.

Please do not respond to this complaint by telling me to phone the same call centre.

I have already provided written notice.

I want Clientèle to resolve the cancellation, refund the amounts that are due to me and explain why I have been charged for a service I am not receiving.