Unauthourised Clientele debit order

Your agent called and i was told that in ur books i have no policy they were cancelled but u set up a debit order without my consent because i canceled on the payslip and i did not call u and that u still going to deduct even when i show that i have canceled, u are conducting and investigation i must email an arbitrator but there's a backlock it might take time . I don't wann lie this is frustrating and irritating because i did not grant permission to deduct on my account. Why continue debit where as u books say i have canceled?

The only thing i need to see i document i signed granting u to deduct from my account or recording and clause that say deduct even though i have canceled or my money back .

Yesterday i received an email from the Arbitrator indicating that he/she has spoken to clientele about my dissatisfaction regarding a debit of R498.47 that i will receive my money back shortly but till now i haven't received my money back .

I did receive a message but now I'm texting because i received an email from the Arbitrator office u created which i was reffered my case to them and the very same office sent an email indicating that i they spoke to clientele and that i will be refunded so don't come up with nonsense stories can u please talk to Arbitrator office regarding the email then get back to me

Dear Mr Thabede, Receipt of your email dated 04/07/2025 is acknowledged. In light of your email and its contents, this matter was referred to the Company’s Arbitration Department. The Independent Arbitrator was created by Clientèle to address any complaint that a client feels has not been adequately dealt with by the relevant department or an employee of Clientèle. The Independent Arbitrator can review any decision previously made and has the ability to amend these, should the need arise. This matter was referred to myself, in my capacity in this Department, to investigate its merits. It should be noted that the Independent Arbitrator is independent and does not represent the Company in respect of your matter. Any determination I make is done objectively, based solely on the facts presented. Any determination made hereunder is binding on the Company. It is my understanding that you are dissatisfied with the debit order on your bank account and would like a refund of the premium deducted after your policy was converted to lapsed status. Having examined the Company’s systems, I noted that the monthly premiums were being deducted from your payslip. The policy was converted to lapsed status on 02/07/2025, following three consecutive unmet premiums. However, it appears that your bank account was debited directly on 04/07/2025 for resubmission, after the policy had already been placed on lapsed status. I have discussed the matter with the Company, on your behalf, and it was agreed that refund of the July 2025 premium, that was deducted after the policy was converted to lapsed status should be provided. Consequently, a refund totalling R498.47 is offered in settlement of the complaint. Please note that refund is being processed and should reflect in your bank account shortly. I apologize for any inconvenience caused. Furthermore, it is confirmed that the policy was cancelled on 07/07/2025 and I confirm that no further deductions will be debited from your account. Should you have any further queries, please do not hesitate to direct your complaint to the Independent Arbitrator at ***. This Independent Arbitrator is an independent authority with the power to overturn or uphold the above initial findings. In the unlikely event that you are still not satisfied with the decision, then you may re-direct your complaint to the National Financial Ombudsman (tel. ***) or the FAIS Ombudsman (tel. ***). Regards, Glenda Rachekhu
Office of the Independent Arbitrator



Tel ***
Clientèle Office Park • Cnr Rivonia and Alon Roads • Morningside

www.clientele.co.za • www.clientele.mobi The Clientele Group consists of, amongst others, Clientele Limited, Clientele Life Assurance Company Limited, "IFA" a division of Clientele Life Assurance Company Limited and Clientele General Insurance Limited. Both Clientele Life Assurance Company Limited (FSP No: 15268) and Clientele General Insurance Limited (FSP No: 34655) are licensed insurers and authorised Financial Services Providers.By receiving, reading or acting upon this email you automatically consent to the Clientele Group email disclaimer which can be viewed at https://www.clientele.co.za/terms-and-conditions