1 reviews | Active since Jul 2023
DISGUSTING BUSINESS PRACTICE
Hello ********* people, it's always such a wonderful experience to lose one's mother and to reach out for help only to be spat in the face and given the middle finger. Ironically I am not technically your customer, but death is the very nature of your bread and butter, how ironic that you show such contempt for a member of the public.
Let's unpack just the tip of the iceberg, then I'll give you ONE chance to resolve this by 11am and if you don't the whole iceberg is going viral.
I signed up for your app in a mall which offers various benefits in exchange for my contact info essentially, I knew what it was and agreed, enjoying the perks without any problem. My mother passed away so I log in to cancel the R160 deduction but you are so sneaky that you do NOT give an option anywhere on the app to cancel the deduction, only to deregister the login account, you are devious and *********. What good is it to prevent prevent myself from logging in if you continue the deduction??????
Fine, so I then I emailed you giving advance notice to cancel before the next deduction since payments are made in advance to acquire access for the upcoming period. (I copied my bank in on the mail after reading the shocking reviews about your ********* handling of payments.)
Your reply was that my account would not be cancelled unless i call in. (because you would like the chance to keep me as a customer, I am no stranger to sales and retentions.) How ridiculous and frankly unacceptable. Legally, my written instruction is adequate and you are compelled to act upon it if I have given ample notice that I no longer wish to do business with you.
Simple. I then suspended the DebiCheck mandate on my banking app and you have the cheek to tell me the contract is still not cancelled.
To politely paint the clearest picture I can, I urge you to listen VERY VERY clearly, and understand this is a promise not a threat, a sincere statement of intent giving warning to you about what will happen if you do not process my request in time to prevent a deduction: If you debit my account I will mobilise the biggest social media **** storm your sad company has ever seen and you will be so world famous for all the wrong reasons, you will regret ever having met me.
To set some context, I have 23 years of social media marketing experience, 31,075 viral social media posts monthly with over 21 million active subscribers, a substantial majority of those being South Africa citizens. They in turn will reshare my post faster than darkness appears when it's loadshedding. I am not your little toy to mess with i won't stay quiet and i don't care about the consequences because the truth must be shared. Don't push my buttons it will be the worst mistake you ever make.
As a financial services provider, act on the directive of your customer (Since you are deducting from me) and operate within the laws of our country. The principles of Treating Customers Fairly (TCF) stipulate that a customer should not need to pursue a prolonged series of jumping through hoops, rolling over, playing fetch like a dog, begging and pleading and facing unrealistic expectations to get assistance, being denied the tools to access the services they need whilst paying for the service, and yet, that is exactly what you are doing, you are violating my rights as a consumer to end a transactional arrangement and to cease to do business with you, you are playing pirate with my bank account and let me tell you, it will not fly.
I will hear from you before 11am this morning or instead of my planned post to excuse myself temporarily due to the passing of my mother I will instead be sharing the entire experience of how bad your service is and include the story of how you treated me during the worst moments of my life. Believe me, this is a terrible testimony of your brand who are supposed to help people when things like this happen. I would NEVER do business with you and would encourage my fanbase to reconsider the same.
If you want to learn just how damaging the a bereaved child with substantial social influence can be, try me, i've already lost the most important part of my life, I have nothing more to lose.
I'll be waiting.
We would like to start by expressing our sincere condolences to you and your family during this trying time.
We can attest that the appropriate department has been notified of your inquiry and will get in touch with you to offer assistance.
We deeply regret any inconvenience this may have caused.
Yours sincerely, Lindiwe Mabizela
Service Support Team Leader
Clientele Life
We would like to start by expressing our sincere condolences to you and your family during this trying time.
We can attest that the appropriate department has been notified of your inquiry and will get in touch with you to offer assistance.
We deeply regret any inconvenience this may have caused.
Yours sincerely, Lindiwe Mabizela
Service Support Team Leader
Clientele Life
Thank you very much for responding.
I also appreciate the first experience of warmth from Clientele since initially reaching out.
I've just received a call from a lovely gentleman named Lindo whom I would like to compliment for patiently supporting my request and offering to resolve this for me, you need more people like him to help save Clientele from reputational damage, he was great. I abruptly expressed to him that the nonsense policy of a month notice on a reward benefit is un ethical if i'm unable to use the benefits i've now paid for when forced to give a month notice. He maintained a professional decorum and offered polite explanation. I grilled his response and he then proposed a workable solution that works for me, that is the art of customer handling, he could see the point i was putting over and did the right thing.
The fundamental issue with this entire experience is that people who have the app are unable to cancel deductions on the app, they are not insurance policy holders so it doesn't make sense why you don't allow them to stop the payments. This just creates avoidable animosity, and from what I can see makes up a large chunk of your complaints here. It would serve Clientele to offer those people the option to opt out rather than have to handle complaints that only serve to lower your social presence on this particular platform and reduce your public image in a star rating measurement service that is skewed but customers not actually using your benefits but complaining about rewards - if you get my point the argument is that people who don't use your services are lowering the rating of your services, at least according to people who come across this and it makes them think twice when considering whether to actually use your services or not.
In so far as the generic automated response, the wording is confrontational because it is ambiguous, it could probably benefit from including a small side note to the effect that certain security checks are necessary and a call to facilitate this step is required before a cancellation can be effected, it sounds much better than unless you call us the policy stays active.
I have cancelled my scheduled post on the basis that you responded in time as well as the great interaction with Lindo who has satisfied my situation.
I can understand how handling basic cancellations this way has the effect of effectively training potential customers into understanding that they can't just cancel a policy without notice, however this is a rewards benefit and not an insurance policy, and handling should be different. I strongly believe other people interpret this sort of thing the same way. There could be an element of learning here for your brand. Still, others should decide for themselves.
30 days to stop being charged for movie tickets seems unreasonable since the payments are in advance. All it takes your person to log into the portal and change the mandate, I know this very well because I work with DebiCheck daily. It's disappointing that you penalise a customer to make a tiny bit of profit, even worse if it isn't a profit generating stream and only a promotional avenue to generate future leads.
I won't be returning to Clientele as I am not aligned with this way of conducting a basic rewards program, it makes me doubt whether fine print will be the basis for a rejection on an actual policy claim when it really matters most. Thank you for confirming who you are, the trial run was certainly insightful and made my decision very easy.
Thank you very much for responding.
I also appreciate the first experience of warmth from Clientele since initially reaching out.
I've just received a call from a lovely gentleman named Lindo whom I would like to compliment for patiently supporting my request and offering to resolve this for me, you need more people like him to help save Clientele from reputational damage, he was great. I abruptly expressed to him that the nonsense policy of a month notice on a reward benefit is un ethical if i'm unable to use the benefits i've now paid for when forced to give a month notice. He maintained a professional decorum and offered polite explanation. I grilled his response and he then proposed a workable solution that works for me, that is the art of customer handling, he could see the point i was putting over and did the right thing.
The fundamental issue with this entire experience is that people who have the app are unable to cancel deductions on the app, they are not insurance policy holders so it doesn't make sense why you don't allow them to stop the payments. This just creates avoidable animosity, and from what I can see makes up a large chunk of your complaints here. It would serve Clientele to offer those people the option to opt out rather than have to handle complaints that only serve to lower your social presence on this particular platform and reduce your public image in a star rating measurement service that is skewed but customers not actually using your benefits but complaining about rewards - if you get my point the argument is that people who don't use your services are lowering the rating of your services, at least according to people who come across this and it makes them think twice when considering whether to actually use your services or not.
In so far as the generic automated response, the wording is confrontational because it is ambiguous, it could probably benefit from including a small side note to the effect that certain security checks are necessary and a call to facilitate this step is required before a cancellation can be effected, it sounds much better than unless you call us the policy stays active.
I have cancelled my scheduled post on the basis that you responded in time as well as the great interaction with Lindo who has satisfied my situation.
I can understand how handling basic cancellations this way has the effect of effectively training potential customers into understanding that they can't just cancel a policy without notice, however this is a rewards benefit and not an insurance policy, and handling should be different. I strongly believe other people interpret this sort of thing the same way. There could be an element of learning here for your brand. Still, others should decide for themselves.
30 days to stop being charged for movie tickets seems unreasonable since the payments are in advance. All it takes your person to log into the portal and change the mandate, I know this very well because I work with DebiCheck daily. It's disappointing that you penalise a customer to make a tiny bit of profit, even worse if it isn't a profit generating stream and only a promotional avenue to generate future leads.
I won't be returning to Clientele as I am not aligned with this way of conducting a basic rewards program, it makes me doubt whether fine print will be the basis for a rejection on an actual policy claim when it really matters most. Thank you for confirming who you are, the trial run was certainly insightful and made my decision very easy.
We would like to start by expressing our sincere condolences to you and your family during this trying time.
We confirm that we made contact with you to provide feedback regarding the concerns raised. At the outset, we would like to apologize for the delay and inconvenience you may have experienced. As per our telephonic discussion, kindly note that we will be in contact again no later than April 4, 2025, as confirmed during our telephonic conversation.
We trust you find this in order, however, should you require any further assistance please feel free to contact us again.
Yours sincerely,
Lindokuhle Nhlengethwa
Service Support Specialist
Clientele Life
We would like to start by expressing our sincere condolences to you and your family during this trying time.
We confirm that we made contact with you to provide feedback regarding the concerns raised. At the outset, we would like to apologize for the delay and inconvenience you may have experienced. As per our telephonic discussion, kindly note that we will be in contact again no later than April 4, 2025, as confirmed during our telephonic conversation.
We trust you find this in order, however, should you require any further assistance please feel free to contact us again.
Yours sincerely,
Lindokuhle Nhlengethwa
Service Support Specialist
Clientele Life
Speak to you again soon sir.
Speak to you again soon sir.
We appreciate you taking the time to tell us about your experience, and we value your feedback.
Please take note that the information above about our cancellation process has been noted, and it will be forwarded to the appropriate department for consideration.
We are happy to have been able to help. We take pleasure in providing our customers with superior service. We will pass along your compliment to Lindo's management team, who we are confident will be very grateful for your encouraging comment.
Please do not hesitate to contact us should you have any further queries. Yours sincerely,
Lindiwe Mabizela
Service Support Team Leader
Clientele Life
We appreciate you taking the time to tell us about your experience, and we value your feedback.
Please take note that the information above about our cancellation process has been noted, and it will be forwarded to the appropriate department for consideration.
We are happy to have been able to help. We take pleasure in providing our customers with superior service. We will pass along your compliment to Lindo's management team, who we are confident will be very grateful for your encouraging comment.
Please do not hesitate to contact us should you have any further queries. Yours sincerely,
Lindiwe Mabizela
Service Support Team Leader
Clientele Life