You say "To be South Africa’s most reliable and valued financial services partner."... You ACT like a BULLY!

My colleague had a funeral policy with Clientele, which she started in 2018. The policy was to cover herself and extended family. In June 2019, when the policy was due for annual renewal, it was automatically renewed, and the premiums had increased. On further investigation, she found a better policy (cheaper and offering more) with FNB. When she initially called to explain she could no longer afford the Clientele policy, explained that as long as she cancelled the policy before the 14th of the month, she wouldn't be charged. When she and asked for the policy to be cancelled on 6th September as she could no longer afford it, at first they provided her with all sorts flattery (you have been such a good paying customer since 2018 etc...) She explained she wasn't working the same number of days, and couldn't afford it, and the response was "can't you find more days to work", which I thought was an excellent suggestion if only my colleague had though about that (sarcasm). Unfortunately, Clientele could not provide her a job and therefore the advise seemed useless. Finally, after explaining (more than once), that the policy was expensive, and she could no longer afford it, they cancelled the policy. My colleague asked Clientele to confirm they would deduct no further payments. The response received was that they weren't sure, because maybe the policy wouldn't be cancelled in time before the deduction came off.

How appalling! Praying on the vulnerable who don't fully understand how it all works! *****ing money from people who cannot afford it, and then acting so blase about it. You should be ashamed of training your staff like that. Considering your vision is "To be South Africa’s most reliable and valued financial services partner", it is despicable!

I suggest you contact my colleague, offer your apologies, then offer to refund her the costs she incurred for putting a stop order on the payment that you may or may not deduct. I would also suggest, as a gesture of goodwill, to refund her the last policy amount paid and guarantee that no further deductions be made.