1 reviews | Active since Oct 2014
Gross Incompetence and Misleading Service
To the Hello Peter Team, I wish to express my profound dissatisfaction and frustration with the appalling service I have received from Legalwise. After being a long term, paying member for many years, my first attempt to utilize my policy in over three years has been met with incompetence, misinformation, and a blatant disregard for my legal predicament. On 09 February 2026, I visited the Cape Town City Centre Branch to obtain representation for a protection order (that I app**** for) matter at the magistrates court on 27 February 2026. At the branch, I was put in contact with a call centre agent named Lebone Mokoena, who purported to be an attorney. Despite my urgent need, Ms. Mokoena subjected me to extensive questioning before promising to arrange an attorney for my court date. She specifically instructed me to have the branch receptionist, Connie, email her copies of my ID and the Interim Protection Order. Connie confirmed she sent these documents on the same day, and I retained my copies. Later that day, I received an SMS from Legalwise acknowledging receipt of my documents and providing reference number CVL***8. Despite this confirmation, I was met with silence. I waited in vain for the promised attorney to contact me. To my utter shock, on 16 February 2026, I received an SMS stating that my matter (reference CVL***8) was closed because I had failed to send the required document to Lebone Mokoena. This statement is a complete falsehood. On the morning of 19 February 2026 at 11h00, I returned to the Cape Town City Centre Branch. I showed Connie the erroneous SMS. She personally verified on her laptop (and showed me) that she had successfully sent my ID and the Interim Protection Order to Lebone Mokoena on 9 February 2026. Connie then emailed Ms. Mokoena to correct the record and assured me there was still ample time to arrange representation for the 27th. She promised to send me an SMS confirming my visit. As of 11h15 today, 19 February 2026, I have received no such SMS and, more critically, no communication from Legalwise or an assigned attorney. This entire ordeal has been a display of staggering incompetence and misinformation. I have been shunted between a branch and a call centre, given false information regarding the closure of my file, and left without legal representation for a court date that is rapidly approaching. Why, after paying monthly premiums for years, am I met with lies and negligence the moment I require the service I have paid for? I demand an immediate investigation into this matter. I require a full explanation for why my file was incorrectly closed, and I need an undertaking that a competent attorney will be appointed to represent me on 27 February 2026 without further delay.
We refer to your complaint. We apologize for the experience you had with our service.
We are investigating, we will revert to you.
Kamohelo Tsehlo
Consultant: Customer Care
We refer to your complaint. We apologize for the experience you had with our service.
We are investigating, we will revert to you.
Kamohelo Tsehlo
Consultant: Customer Care
I wish to provide an update regarding my complaint (Reference CVL***8).
At 14h00 today, I did receive a telephonic contact from a representative at the Legalwise customer care centre. During this call, I explicitly requested that the representative provide me with a written explanation via email detailing what went wrong with my matter and how Legalwise intends to rectify the situation. I made this request specifically because I require a written record of any undertakings or explanations provided, given the concerning pattern of misinformation and unfulfilled promises I have experienced from multiple Legalwise employees since 09 February 2026.
Regrettably, as of 15h50 today, I have not received any email communication from the customer care centre despite the representative's acknowledgment of my request.
I remain in the dark regarding why my legitimate claim for assistance has been handled so poorly, particularly as a long standing member who has paid monthly premiums faithfully for many years without ever claiming on my policy. The treatment I have received upon finally requiring the services I have paid for is deeply disappointing and entirely unacceptable.
I await a substantive written response and a proper resolution to this matter without further delay.
I wish to provide an update regarding my complaint (Reference CVL***8).
At 14h00 today, I did receive a telephonic contact from a representative at the Legalwise customer care centre. During this call, I explicitly requested that the representative provide me with a written explanation via email detailing what went wrong with my matter and how Legalwise intends to rectify the situation. I made this request specifically because I require a written record of any undertakings or explanations provided, given the concerning pattern of misinformation and unfulfilled promises I have experienced from multiple Legalwise employees since 09 February 2026.
Regrettably, as of 15h50 today, I have not received any email communication from the customer care centre despite the representative's acknowledgment of my request.
I remain in the dark regarding why my legitimate claim for assistance has been handled so poorly, particularly as a long standing member who has paid monthly premiums faithfully for many years without ever claiming on my policy. The treatment I have received upon finally requiring the services I have paid for is deeply disappointing and entirely unacceptable.
I await a substantive written response and a proper resolution to this matter without further delay.