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Kayleigh M

1 reviews | Active since Nov 2024

07 Nov 2024, 15:07

Clientele Rewards

Dear Clientele Rewards Customer Support Team,

I am writing to express my dissatisfaction with the poor service I have received regarding my policy cancellation request and ongoing debit order deductions.

Here is a summary of the situation:

Policy Cancellation Request:

I attempted to cancel my policy but have been unable to do so due to lack of access to my app (which I have deregistered). Despite trying to cancel through your WhatsApp line and speaking with a consultant named Lesedi, no proper assistance was provided, and my issue remains unresolved. Unwanted Debit Order:

Even though I have been unable to access my benefits, R150 was still deducted from my account via debit order, despite my attempts to cancel the policy. Unresponsive Call Center:

I called the number ***, where a representative named Felicia transferred me to the policy department. After waiting on hold for over 10 minutes, I was not assisted. WhatsApp Line Issues:

The WhatsApp support line has also been ineffective. After explaining my situation to Lesedi, I received no meaningful response—she simply rep**** that my query was resolved, though no actions were taken. Query Reference Number:

For your reference, my query number is WA-185F5DED. Given the above, I am requesting the following:

Immediate cancellation of my policy and cessation of all future debit orders. Refund of the R150 that was deducted despite my inability to access services. Confirmation that my query has been properly logged and is being escalated to someone who can resolve the matter. I expect a prompt resolution to this matter, as I have already spent an unreasonable amount of time trying to address this issue without success. Please confirm the next steps and provide me with a timeline for resolution.

Thank you for your urgent attention to this matter.

Kind regards, Kayleigh Martin Policy Number: *** Contact number: *** ***

0
Replies (4)
Clientele Life
Clientele Life's reply07 Nov 2024, 15:39
Official
Dear Kayleigh M,  
We confirm receipt of the concerns raised and apologize for any inconvenience caused.
      
Your query has been escalated to the relevant department for investigation and we will be in contact to assist.
               
Yours sincerely,

Lindiwe MabizelaService Support Team Leader
Clientele Life
Clientele Life
Clientele Life's reply08 Nov 2024, 12:37
Official
 Dear Kayleigh M,  At the outset I would like to apologize for the inconvenience caused regarding  the concerns raised.  As per our  discussion, the necessary feedback has been provided on the 8th November 2024.  Furthermore , I have assisted you with the payment method change on your plan and also sent you an email with our details where you will be making monthly cash payments..  I  trust you find this in order and that your query has been resolved . However, should you wish to contact us again please do not hesitate to do so.  Vusumuzi Dlamini Services Recovery Specialist Clientele Life 
KM
Kayleigh M's update20 Nov 2024, 12:19
Reviewer Update
Subject: Formal Complaint Regarding Unresolved Issue with Clientele Life Rewards Policy and Lack of Follow-Up

Dear Clientele Life,

I am writing to formally express my frustration and dissatisfaction with the ongoing issues I have encountered with your service. Despite my previous attempts to resolve the matter, I am still experiencing the same problems, and I am now left with no choice but to escalate my complaint.

I initially reached out to Clientele Life regarding my Rewards Policy, as I was struggling to get hold of a customer service representative. After lodging a complaint on HelloPeter, I was contacted by a Service Recovery Specialist, Vusumuzi Dlamini, who assured me that the issue would be resolved immediately. I was convinced not to cancel the policy, as I was told that the debit order would be updated and the changes would reflect in my account within two days. However, two weeks have passed, and nothing has changed. The issue remains unresolved, and my account reflects no updates.

I have attempted to contact Clientele Life again to follow up on the situation, only to find myself unable to get in touch with the Service Recovery Specialist. I was informed by an agent that I would be contacted as soon as Mr. Dlamini was available, but to date, I have not received any communication from your team. This lack of follow-through and continued inaction is causing me considerable frustration.

I feel completely disregarded and ignored by Clientele Life, despite the promises made to me. The lack of transparency and the failure to follow through on your commitments have led me to seriously consider taking legal action to have this policy canceled and removed from my bank account.

I demand that this matter be addressed with the utmost urgency. I expect a clear, actionable response and a swift resolution to the issues at hand. Should this matter remain unresolved, I will have no choice but to take further steps to ensure that my policy is canceled and that I am no longer burdened with this ongoing issue.

I look forward to your prompt response and resolution of this matter.

Sincerely,
Kayleigh Martin
***
Policy/Account Number:***
Clientele Life
Clientele Life's reply21 Nov 2024, 15:15
Official
Dear Kayleigh M,  At the outset I would like to apologize for the inconvenience caused regarding  the concerns raised.  As per our  discussion on even day, I have reminded you about the feedback provided on the 8th November 2024 that payment method was changed on your policy and as from the 1st December you will be making cash payments for your Clientele Perks Plan. Furthermore , On your banking app a debit order mandate will still show but that does not mean we will raise it on your bank account. I  trust you find this in order and that your query has been resolved . However, should you wish to contact us again please do not hesitate to do so.  Vusumuzi Dlamini Services Recovery Specialist Clientele Life