GA
Gillian A

1 reviews | Active since Oct 2017

11 Jul 2019, 10:59

Misleading customers to pay more than what they qouted you for. Pathetic

I phoned yersterday to open up a funeral cover for my family, on the phone i confirmed the cover amounts as well as the premuims with the consultnat more than 3 times. He advised that the premuim would be R577 which i agreed to , howver when i received the schedule the cover amounts were not correct after i confrimed with him that if he is sure this is what im gonna pay.

I contacted Clientele again to advise the cover amounts are incorrect as it was not the amount i confirmed with the consultant at the time, the lady advised if i increase it I will be paying a extra R900 for the policy, i disagreed with her as i specifically told the previous consultant to confirm more than once what the premium would be for the specific cover, she then logged a complaint, today they phone me back advising my complaint is valid however if i don't want to pay the extra i must cancel my policy,

I want to pay the amount quoted in the first place by the first consultant for the correct cover amounts as this was promised to me. I noticed they dont have any sympathy with their customers at all and just has attitude to cancel the policy even though the mistake was made by them and not me.

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Replies (2)
Clientele Life
Clientele Life's reply11 Jul 2019, 11:07
Official
Dear gillian-alexander,

We confirm receipt of the concerns raised.

Your query has been escalated to the relevant department for investigation and we will be in contact to assist Deseree Salie further with the matter.

Yours sincerely,

Judith Mboweni

Service Support Specialist 


Clientele Life
Clientele Life's reply15 Jul 2019, 09:06
Official
Dear gillian-alexander,

We acknowledge receipt of your complaint and would like to sincerely apologise for the service rendered by our sales consultant, and for any inconvenience this may have caused you. 
 
We confirm that we have assessed the call between you and our sales consultant and assure you this is not the level of service we aim to provide our clients.  The matter has been escalated to the Manager to take necessary disciplinary steps against the consultant.  You opted to cancel the policy and we did provide you with the escalation process.
 
We trust you find this in order, however should you require any further assistance in this regard, please feel free to contact us again. 
 
Kind regards,

Compliance Department