Unprofessional, Rude and Inconsiderate

I am writing to express my deep disappointment with the service we received from LegalWise on Friday, 26 September 2025, at the Benoni Lakeside Mall branch, specifically involving Phumlani Khumalo.

Our appointment was scheduled for 11:00 AM. Unfortunately, we were delayed due to traffic congestion caused by a malfunctioning traffic light—an issue beyond our control. Additionally, we were not informed which mall entrance to use, which further delayed our arrival as we had to search for the office. We arrived at 11:09 AM.

Upon arrival, the receptionist spent approximately 3–4 minutes recording my details before going to notify the councillor. She then spent another 2–3 minutes with him before returning with Phumlani, who informed us that because we were late, he would not be able to see us. He explained that consultations are strictly 30 minutes—25 minutes for the session and 5 minutes for administrative tasks—and that accommodating us would be unfair to the next client.

We had driven a considerable distance and invested both time and money to attend this appointment. In most professional environments, including medical and legal settings, minor delays are common and generally understood. A little flexibility and communication go a long way. We would not have minded a slight delay, and I believe the next client likely wouldn’t have either.

While we were still explaining our situation, Phumlani abruptly turned away, entered his office, and closed the door—leaving us standing with the receptionist. His conduct was dismissive and lacked empathy.

The receptionist kindly assisted me in contacting another councillor. While I was still on the call, the next clients arrived at 11:38 AM. Phumlani emerged from his office and attempted to assist them. My husband questioned why he was willing to help them despite their apparent delay. Eventually, those clients left.

Later, while heading to the restrooms, we saw Phumlani at a perfume kiosk in the mall. My husband approached him and asked why he wasn’t in the office. Phumla responded by saying my husband was insulting him and that he should remember “he is not his friend.” This remark was unprofessional and inappropriate. As paying clients, we expect respectful and courteous treatment, regardless of any disagreement.

Phumlani's conduct was unprofessional, inconsiderate, and made us feel unwelcome. Based on this experience, we no longer wish to be associated with LegalWise. We request that our policy be cancelled immediately and that the last month’s debit order be reversed, as we did not receive the service we paid for.

We trust that this matter will be handled with the seriousness it deserves.