Not Providing Correct Feedback

Dear Clientele Wealth Customer Service,

I am writing to express my dissatisfaction with the poor service I have received regarding my recent claim. I would like to highlight several issues that need immediate attention:

On 25 June 2024, a call center agent confirmed that all required documents were received by 13 June 2024, and assured me that the claim would be paid out within 8 working days from that date. The agent stated that the payment should be processed between 25 and 26 June 2024.

Contrary to the above, on the WhatsApp live chat, the agent Tinyiko informed me that the documents were only received on 18 June 2024. This is incorrect, as I submitted everything on 13 June 2024.

While I was responding to Tinyiko, I received a message stating, "Please note that this chat is about to expire in 3 minutes. To continue your conversation with the consultant, please respond." I find this extremely rude, as I was still typing my response.

Additionally, the message "Please bear with us, we are servicing more than one client. I have escalated to our encashment team to confirm when the encashment will be processed." is unacceptable. If you are selling a large number of policies, you should have the capacity to handle all customer queries efficiently.

I request immediate assistance with my claim and an accurate update on its status. This delay and misinformation are causing significant inconvenience.

Thank you for your prompt attention to this matter.

Best regards,