Formal Complaint: Policy Sold on Incorrect Information – Ref CER798533

Good day, I am writing to formally lodge a complaint regarding a funeral policy that was sold to me based on incorrect and misleading information. I specifically requested a funeral cover for my uncle. During the sales call, I was advised that it would be cheaper to take out the policy in my daughter’s name, with her as the primary policyholder, due to her age. At no point was it explained to me that this would result in my uncle not being covered at all. On 21 November 2025, when I contacted Clientele regarding issues accessing my rewards, I was informed for the first time that my uncle was not covered under the policy and that only my daughter was insured. I immediately logged a query and requested the call recording of the original sales call. I was subsequently informed that an investigator had been assigned to my query under reference number CER798533. On 26 January 2026 at approximately 11h14, I spoke to Carro, who advised that the investigator had attempted to contact me, which I did not receive. After spending more than 11 minutes on the call, I was promised a callback from the investigator, which did not happen. I called again a day or two later and spoke to Cabashe. I was on the call for over 13 minutes. He confirmed that the call recording had been listened to and assured me that the investigator would contact me shortly. Once again, no callback was received. Instead, on both occasions, I received policy documentation reflecting that only my daughter is covered under the funeral policy, which is not what I agreed to when the policy was taken out. As a result of this misrepresentation, I have reversed the debits that were deducted from my account. My bank has informed me that they have dealt with numerous complaints involving Clientele where policies were sold on false information and clients experienced difficulty reversing debits. I hereby formally request one of the following: A copy of the call recording from the original sales call during which this policy was taken out; or Immediate cancellation of the policy and full reimbur*****t of all premiums deducted, including any associated costs. Should this matter not be resolved without further delay, I will have no alternative but to escalate it to the relevant Insurance Ombudsman for investigation. I expect written feedback and resolution as a matter of urgency. Kind regards, Anjalai Smith