1 reviews | Active since Jul 2015
Customer Service, Call centre disappointing and concerning
<p>I contacted Clientele on their website for Hospital Plan and Funeral Policy. I think it must have been a same day or next when they called to write me up a few policies.</p> <p>I asked for my policies to be forwarded to me since I would like my husband to review the policies. The electronic reply I got was they would reply within 2 working days.</p> <p>They rep**** to that, they would forward it within 24 hours. I received nothing to date.</p> <p>When asking to now cancel the policy, they reply another 24 hours. and I still have not received any call from consultant nor a reponsive email. </p> <p>I cannot reach anyone on the ONLY contact number they provide. I'm very concerned that they will debit my account and i will have to fight for cancellation and money back.</p>
Thank you for raising your concerns with us.
Your query has been escalated to the relevant department for investigation and we will be in contact to assist you further with the matter.
Yours sincerely,
Benita Steyn
Service Recovery Specialist
Thank you for raising your concerns with us.
Your query has been escalated to the relevant department for investigation and we will be in contact to assist you further with the matter.
Yours sincerely,
Benita Steyn
Service Recovery Specialist
Thank you for raising your concerns with us.
As per our telephonic discussion on 19 January 2017 and 20 January 2017, we confirmed that we have conducted an investigation regarding the non-receipt of your policy documents. We confirmed that the documents were delivered successfully to the email address provided.
Regarding the response times, we confirmed that we responded to you within the turnaround times communicated.
We have further provided clarity on the cancellation process and have confirmed that the policy status is still active.
We 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.
Yours sincerely,
Judith Mboweni
Service Recovery Specialist
Thank you for raising your concerns with us.
As per our telephonic discussion on 19 January 2017 and 20 January 2017, we confirmed that we have conducted an investigation regarding the non-receipt of your policy documents. We confirmed that the documents were delivered successfully to the email address provided.
Regarding the response times, we confirmed that we responded to you within the turnaround times communicated.
We have further provided clarity on the cancellation process and have confirmed that the policy status is still active.
We 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.
Yours sincerely,
Judith Mboweni
Service Recovery Specialist
Judith Mboweni, Service Recovery Specialist,
NO MY COMPLAINT HAS NOT BEEN RESOLVED.
You say you have done an investigation. Please show me in my Inbox or any of my folders of the confirmation you swear I received. Please show me the confirmation of access to my gmail account. PLease also show me the proof in which my husband gave you approval to debit his account. All of what you have claimed is untrue. I took the policy because I believed in Clientele. But since Clientele has now built and increased its cleintele, they can refute services those clients. Interesting.
Todate, I have no service only electronic emails promissing a service Clientele has not delieverd. A Service specialist who apparently has access to my gmail account and has proof of my husband giving approval to debit his account, yet insists and "have confirmed that the policy status is still active. "
Regarding your turn around time. That is a blantant lie too.
Judith Mboweni, Service Recovery Specialist,
NO MY COMPLAINT HAS NOT BEEN RESOLVED.
You say you have done an investigation. Please show me in my Inbox or any of my folders of the confirmation you swear I received. Please show me the confirmation of access to my gmail account. PLease also show me the proof in which my husband gave you approval to debit his account. All of what you have claimed is untrue. I took the policy because I believed in Clientele. But since Clientele has now built and increased its cleintele, they can refute services those clients. Interesting.
Todate, I have no service only electronic emails promissing a service Clientele has not delieverd. A Service specialist who apparently has access to my gmail account and has proof of my husband giving approval to debit his account, yet insists and "have confirmed that the policy status is still active. "
Regarding your turn around time. That is a blantant lie too.
My hysband forwarded his cancellation request. And no reply.
Dear Cancellation department,
Policy numbers: ********** 72, ********** 73 & ********** 74
After fighting with Clientele over 2 weeks now and my husband providing the detail they wanted, I received the attached sms' that u WILL deduct from our account.
Again I cant reach your call centre, as I've mentioned before.
And the electronic email will reply that you will only reply after 2 working days
Your service is not acceptable Clientele. Its not!
My hysband forwarded his cancellation request. And no reply.
Dear Cancellation department,
Policy numbers: ********** 72, ********** 73 & ********** 74
After fighting with Clientele over 2 weeks now and my husband providing the detail they wanted, I received the attached sms' that u WILL deduct from our account.
Again I cant reach your call centre, as I've mentioned before.
And the electronic email will reply that you will only reply after 2 working days
Your service is not acceptable Clientele. Its not!
I called Clientele on Friday 20 January (must be the 5th request ) and spoke with Malcolm regarding cancelling policies.
He gave me his word that he or a Supervisor would call on Monday, 23 January to confirm the cancellation.
To no surprise, no one called, no email in reply to mine or my husbands email.
I want the policies cancelled!
I gave Clientele the information the required days the first debit order is demanded and taken WITHOUT permission from my husband.
I called Clientele on Friday 20 January (must be the 5th request ) and spoke with Malcolm regarding cancelling policies.
He gave me his word that he or a Supervisor would call on Monday, 23 January to confirm the cancellation.
To no surprise, no one called, no email in reply to mine or my husbands email.
I want the policies cancelled!
I gave Clientele the information the required days the first debit order is demanded and taken WITHOUT permission from my husband.
Good day Lesedi, Compliance Department, Management,
After you all call on Tuesday this week to confirm with my wife that the three policies are cancelled, you still debit my account.
Yesterday my wife forwarded a screenshot from cellphone banking from her phone to reverse the debits and no reply to her email.
Today I'm forwarding my bank statement as per your Compliance Department to reverse those amounts.
Policy Number is ********** 74
Policy Number is ********** 73
Policy Number is ********** 72
Kindly reverse the debit orders you promised on Tuesday that they were cancelled.
Frederic Robichon
Good day Lesedi, Compliance Department, Management,
After you all call on Tuesday this week to confirm with my wife that the three policies are cancelled, you still debit my account.
Yesterday my wife forwarded a screenshot from cellphone banking from her phone to reverse the debits and no reply to her email.
Today I'm forwarding my bank statement as per your Compliance Department to reverse those amounts.
Policy Number is ********** 74
Policy Number is ********** 73
Policy Number is ********** 72
Kindly reverse the debit orders you promised on Tuesday that they were cancelled.
Frederic Robichon