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BERNICE H

1 reviews | Active since Jan 2017

13 Dec 2019, 08:31

Very bad unprofessional service

I have a funeral policy with Clientel. I have paid R3500 or more over on my policy payout of R20'000,which i took out in 2003 for my mom. I called them a number of times requesting them to increase the premium as well as the payout. I was told they could not do that as the policy is very old I requested my debit order to run on the 30th of the month, but be damned, Clientel will take off their money at anytime when there is money in my account, which is very very annoying. They can not tell me they did this yesterday because it is December, because they have done it before and my policy is not in arrears They did not call me or send me notification regarding the Dec debit order but they just take my money from my account without my knowledge. I am furious with these people and am even thinking of cancelling and losing over R23000

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Replies (2)
Clientele Life
Clientele Life's reply13 Dec 2019, 08:33
Official
Dear Bernice H

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 you further with the matter.
 
Yours sincerely,
 
Lindiwe Mabizela

Service Support Specialist 
Clientele Life
Clientele Life's reply18 Dec 2019, 16:07
Official
Dear BERNICE H
 
Thank you for raising your concerns with us. 
 
At the outset I would like to thank you for bringing this matter to our attention.
 
This is to confirm that two attempts were made on the 13th and 17th of December regarding an early debit order, however we were unable to get hold of you on the contact numbers we have on record.
 
It is important to note that the benefit of an early debit is to ensure that your policy is solidly in force on the Date of Commencement as selected at the time of your application. This debit methodology has significantly improved cover being effected for most clients and has further significantly reduced penalty charges. 
 
Furthermore , I confirm that we have since provided you with an alternate type of billing  mechanism. 
 
I  trust you find this in order .However, should you wish to contact us again please do not hesitate to do so.
 
Yours sincerely
Vusumuzi Dlamini
Service Recovery Specialist