Declined Voucher Claim & Cancellation Due to Poor Communication - Plan ***

I am writing regarding my Clientèle Perks plan, membership number ***.

Last week I submitted a dining voucher claim for reimbur*****t. The claim was declined, but I received no email, SMS, or call informing me of this or the reason for it. I only found out by chance when I checked the app myself. I then tried to follow up via WhatsApp, but the session kept expiring before I could get through, so I called your contact centre instead.

I spoke to a consultant named Noxolo, who was excellent and patient with me. I explained that my voucher claim had been declined with zero communication from Clientèle about it. She asked if she could attempt to address it, and I gave her that chance. However, I made clear that I still wanted my policy cancelled, because Clientèle evidently deems it acceptable not to communicate with me effectively. On that basis, I am also cancelling the policy of a company that does not see fit to communicate with me about it.

What followed became confusing: the escalation Noxolo raised appears to have been undone once I confirmed I wanted to cancel, and my cancellation request now seems to have superseded and closed out my original complaint, which was never actually resolved. On top of that, I have now been told a further debit will still go through.

I have not benefited from this policy - my claim was declined without notice or explanation. So I would like a clear answer: why should Clientèle continue to benefit from my bank account when I received no corresponding benefit from the policy?

To be clear about what I am asking for:

1. The specific reason my dining voucher claim was declined, and whether that decision can be reviewed given I was never notified in time to respond. 2. Written confirmation of what happened to the escalation Noxolo raised, and why it appears to have been dropped. 3. Given that this entire situation stems from Clientèle's own lack of communication, I do not accept that a further debit should go through before this is resolved.