Hellopeter
Share Your Experience
KM
Kabelo M

1 reviews | Active since Jul 2025

08 Jul 2025, 17:33

Ignored Cancellation – Now They Blame Me

I asked Clientèle to cancel my perks in May. I sent a cancellation email on 21 June 2025 and followed up twice, ignored. I was also told by consultants I’d get a cancellation link, but never received it.

Now they say it’s my fault and refuse to refund me. This is ********* and feels like a ****. I never used a single perk.

I will dispute the debit orders and report them to the FAIS Ombudsman.

Kabelo Mohale

0
Replies (5)
Clientele Life
Clientele Life's reply09 Jul 2025, 07:11
Official
 Dear Kabelo 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, 
Market Conduct 
Clientele Life
 
Clientele Life
Clientele Life's reply09 Jul 2025, 14:55
Official
Dear Kabelo M,  At the outset I would like to apologize for the inconvenience caused regarding the concerns raised. I can confirm that we received a cancellation request on the 21st of June 2025 via email and an automated response was sent requesting you to contact our Client Services Department for urgent assistance.  Furthermore, on any cancellation request the Clientele Company requires a 31 days’ cancellation notice and at the time when your request was received, we had already sent a debit order instruction to your bank and that is the reason why we couldn’t have stopped it for the month of June 2025. I can confirm that your Clientele Perks was only cancelled on the 8th of July 2025, this means that no further debit orders will be done on your bank account moving forward.  Should you not be happy with the feedback, kindly escalate the matter via email to our Internal Arbitrator for re-evaluation: *** 
I trust that you find the above in order. Kind Regards  Vusumuzi Dlamini
Service Support Specialist
Clientele Life
KM
Kabelo M's update09 Jul 2025, 14:55
Reviewer Update
Thank you for your response. Please note that this matter has already been formally escalated to the FAIS Ombudsman and is currently under investigation by the Independent Arbitrator. I tried to cancel multiple times (in person and via email starting in May and June), but was still debited on 25 May and 8 July. I never used the perks, and no refund was offered. I will not be engaging in phone calls regarding this issue — all further communication must go through the official channels. I appreciate that this is now on public record and trust that the investigation will be handled fairly.
KM
Kabelo M's update09 Jul 2025, 14:58
Reviewer Update
Thank you for the response. Vusi While I appreciate the confirmation of cancellation on 8 July, this came only after I submitted multiple emails, WhatsApp follow-ups, and complaints starting from May. The 31-day cancellation rule was never explained by the consultant or in writing. I was simply told to expect a cancellation link, which I never received. I have lodged a formal complaint with the FAIS Ombud and the Independent Arbitrator as this entire process caused me financial loss and emotional stress. I never used a single perk, and I believe a refund for the 25 May and 8 July debits is justified. Thank you again, but I will wait for the official investigation outcome and will not engage further outside of that process.
Clientele Life
Clientele Life's reply09 Jul 2025, 15:35
Official
Good day Kabelo M,

We acknowledge the receipt of your response. 

Please kindly note that a consultant assigned to your case has sent you an email regarding the issue.

I trust that you find the above in order. Kind Regards
Market Conduct
Clientele Life