Clientele
Reviews and Complaints

My claim is taking too long, I thought it's 24 hours to after receiving all necessary documents but it's more than that. When on the 14th June I was told something is adding up on this claim and they are still investigating. how long is the investigation of a funeral cover? What would happened if I did not have other options to bury my brother who had his funeral cover?

On 13 April 2018 I send encashment email query, with a promise to get back to me within 2 days, today is the 24 May 2018 still no response.
This is after no success attempting to register for the self service.
Even after several mails send no response received:
20 April 2018, 24 April 2018, 22 May 2018

Clientele Life Response - C2537573
Desirable resolution - cash out the policy and cancel it.

In March 2018 I contacted Clientele about a policy I have with them. I received an auto response email stating my message was received and that someone would get back to me in 2 working days. About 2 weeks later I finally got a response after sending a few more emails asking for a response urgently. I was at that point advised my policy was paid up and was given the option of an encashment. I had some questions though and so I replied. Once again I waited another few weeks for a reply and had to send numerous email reminders. By the time I finally got a reply I found out that they had taken a further installment off my balance as a month had passed since I first made contact due to them taking so long to reply to me. I was then sent a form to complete, however I am not able to do some of what was requested as I am abroad, I sent a reply asking for advice on how I could proceed if I was unable to fulfill some of the requirements due to being abroad. I also asked for a refund of the two premiums they took whilst I was waiting to hear from them as it was not my fault they kept taking so long to respond to my messages. I have since not heard anything back despite sending numerous reminder emails, and all the while they are taking money out my balance whilst I wait for responses from them which really is not fair. I have tried finding a different email address or an address of a manager, but all the web site has is their generic group email address, which when you email, you seem to get a different person each time dealing with your query which makes matters even more confusing and having to keep re-explaining things. I would like to get this matter resolved so I can get the money that is owed to me and I would like a refund of all the money they have taken off my balance whilst I have been waiting for them to reply to me.

Good day
I am Pauline Sylvia Petersen. I took out a policy with clientele on 2 March 2018 a hospital policy. And on 19 March 2018 my daughter Kelsea Williams had a accident where the boiling water fell on her and she got burned we took her to hospital the same day she was admitted and discharged on the 26 of March 2018, so I enquired about the policy. So they first sent me my policy documents that I Must read through and it clearly says that hospitalization due to accident No waiting period after the 3rd day. So now they are refusing but it's what it says on the documents I am just very disapointed that they lying and using their clients by misleading us. What's the point that the contract clearly states No waiting period and they feel it's invalid because no premium went off. I am going to close the policy but first I am going to take them to the Media. Playing with the people's mind on the phone cause they using the Agents to speak fast so you won't understand, but I am not dumb. I can read and understand. I am just so very disappointed in them. Honesty is Key.

I order 6 wireless chargers for Christmas presents for my grandkids. I received them but tho the box states included was charger and usb cable none of the six included cables! Please advice. Can u replace the order w cables or should I just return for refund. No invoice was included!
My email is [protected]@bak.rr.com
14404 via naranja Bakersfield ca 93314

I cancelled my legal plan last week nd it was my first time I applied to you so I cancelled the plan before u do the first deduction before I cancelled we agreed that u will deduct the money on the 30th but now I've cancelled u deduct my money on the 24th I want my money back pls what u do to people is not right people are complaining about ur service if u don't stop what u doing u will end up alone wth no clients I'm telling u

Good day

To whom it may concern

I had my hospital cover taken out in March 2017
Today is 26 June 2017

I cancelled my policy today with clientele life
Due to such unprofessional service
Up till this day I have not received any documents via my cover. It disturbs me so much that no one has called or emailed me to ask if I am happy with the cover etc.

I feel I was not a good client to you, according to the service I also feel my money was not worth this cover.

Yet to have a consultant tell me I could have only claim my money back after 30 days of cover.
Yes 30 days back I was still waiting on my documents to be sent to me via email or home address. To make sure I do receive my documents but none was done.

I'm really unhappy that iv been paying all this time for nothing but bad service.

Yet I also called in last month to find out what is the hold up why have I not received my documents yet. And the consultant updated. Till up to this day I still have not received anything.

I was 2 days back in hospital I didnt have any documents to show and claim on... Really unhappy. Comes to show clientele life does not take care of their clients as told.

I would all my debits back as I made on this cover
So I can invest on something better for myself and my family

Please get back to me
Uphappy client
Robynne
[protected]

Be very aware when signing up for a clientele legal policy!

I regret not visiting these complaints pages before blindly taking out a policy with them. Do not be fooled like i was. Its very costly when you realise everything that you have lost because the lawyer they appointed you didnt think that your case was worth their time.

I happened to be one of those unlucky people who was assigned an incompetent lawyer by clientele legal... they claim in their ads that they have the best lawyers, professional lawyers, in my case this was not so. The lawyer that was appointed to me by clientele legal misrepresented me, there was nothing professional about the way she handled my case at all. I was told by the lawyer to take up my complaint with clientele legal because im paying them a premium every month... so its ok for lawyers appointed by clientele to insult clients because these clients believed the false advertising by clientele legal. When this was reported to clientele i received a call from them stating that they only appoint these lawyers, they do not have control over the way a lawyer conducts themselves. They cannot remove these lawyers from their panel and us, as paying clients who have already paid a whole lot of premiums are now left to find an alternate resolution at our own costs... havent they costed us enough by assigning dodgy lawyers to handle cases? And further more the lawyers who have wronged clientele legal clients are allowed to turn around and call us liars, but they get away with it because they are lawyers who know how to talk their way out of anything and take advantage of the public instead of giving them a chance to a non biased day in court...

Hi i have 3 policies with clientele and recently i logged a labour related claim in May 10th 2016.Throughout this time i had to keep contacting and emailing clientele.Day of my conciliation with ccma i went in the meeting dumbstruck not knowing anything or not even getting advise from clientele.I then complained and after that i had received a call.I then gave clientele my arbitration date which was 23rd August 2016.A week before my case i got a call from clientele stating that they cannot represent me due to the fact im in arrears for 2 months.I then sent numerous emails and had several telecom conversations with the accounts department and prior to this i had contacted them and made arrangements for payment and the consultant said i am only in arrears for July amount of R160.00 and she sent me an sms. So i was confused now, after all the emails and calls i sent my complaint to independent arbitrator Ryan Sacks.My husband contacted him and he was very abrupt and rude and said clearly that my legal policy is lapsed and therefore i wont be getting representation from clientele.I then suggested that i need the recording of when i spoke to the accounts consultant on the 24th June 2016 and 4th August 2016.Ryan Sacks sent me an email stating that they cannot retrieve the recordings as they cannot find it.I was furious cause my time and they put me in a lurch and predicament.Ever since im having problems with clientele.I then contacted them once again on the 6th September 2016 after several conversations within August and September months.I wanted to cancel my policies due to the pathetic and poor service i had received from them.I received 6 sms's clientele had debited my account for 2 months for each policy.When i asked the consultant Michelle from accounts department she said she got no idea and said that my legal policy is lapsed so i cannot cancel it because its already cancelled.I demanded that they refund my money and it was such a battle because i got no response.I emailed clientele and expressed my fury and dismay about my policies and there service.Ryan sacks then replied and stated he did not say my policy is lapsed.Remember all clientele calls are recorded.Please help me with this as i am at my wits end with clientele.I have all the emails.Thank you

Please cancel this policy.it charges me a lot of money.my policy number is [protected].please be patient and just come back easily.I can't afford paying this policy because iam a studenf .my cellphone number is [protected].I joined this from IFA presentation they told me that you won't pay nothing but at the end of a month I got an SMS from clientele telling me that I didn't pay my policy so if I continue like this they would be additional bank charges.please do me a favour delete this policy.

From: Mpho Letsoalo
Sent: Friday, March 11, 2016 10:27 AM
To: '[protected]@clientele.co.za'
Cc: '[protected]@clientele.co.za'
Subject: Urgent And Critical: Complaint and Escalations - Legal Support Query - [protected]
Importance: High

Good Day Escalations

Legal agent: Lerato
Time: 09:06am
Date: 11 March 2016

I am disappointed and very annoyed to see that after 7 years of cancelling all my policies with Clientel due to poor customer service, the service is still bad and most probably even worse.

I have been on the phone this morning with one of your legal agent (The details are being provided above) making a follow up on an email request for assistance I made on Wednesday at 09:14am – The legal agent just hanged up on me after confirming with her how urgent this issue is because it is a court motion I received from court.

- Firstly, the legal agent told me that I had to wait for someone to call me after 48Hrs even if I initiated the call myself because of the urgency of the motion.
- Secondly, the legal agent said he was going to assist me with the legal matter then just hanged up on me.
- Thirdly, the legal agent requested that I confirm the bank I bank with and my mobile number that is on my Clientel account but she is not even contacting me back after she hanged up on me – It’s not as if she does not have my contact details including my email address.

I received a motion from court and I only have 2 weeks to respond to it - Please escalate this as high up as possible and get someone to get one of your senior and professional legal agent to contact me urgently for assistance – All the information on the attached emails.

Should I not receive any feedback from any of your desk then I will have to escalate it myself as high up as possible.

Annoyed Customer 

Till now I haven't received a response from complaints nor legal team.

i phone the call center last month asking them why they debit my money on the 15 of the month, we agreed that they will debit on the last day of month, but now the last 4 months they just do as they wish on my account i called the call center today 16 07 2015 they are telling me there is nothing they can do, i want my money revised because i don t have money to pay my anther account that must go through today

thank you
peter mashile
[protected]
peterm.[protected]@gmail.com

I have logged a complaint in January regarding the fact I am receiving sms that my account is arears and my sim become unstable .
I sent proof of payment but till to day none bothers to read my mails or call me back . And what happened today I got a another sms again :

See the sms
Dear Clientele Mobile Customer, your account is in arrears, thus your sim card has become unusable. Deposit R39 to reactivate your account. Go to any FNB branch, Account no.[protected], Branch code255655, Reference: [protected]. You are contractually obliged to pay your account.

I am tired of waiting for feedback 72 hour has come and gone .

Dear Clientele
I would like to place a complaint, i am so pissed of with your customer service it is very poor especially for a company of your capacity. On the 15 January i asked for my IFA policy to be cancelled and they said it was cancelled until today they have debited money from my account. I have never had such bad service is company is really pissing me off and when you talk to them, they always give me the same answer that they will respond as soon as possible of which they never do.

Now i work for Standard Bank South Africa and billing, contracts debit orders and all of that is my day to day work, knowing all of this, i signed up with clientelle for a life cover policy whereby i specifically advised the consultant that i want them to debit the account on a specific date, now in this current month they decide to go 3 days before the debit date (which falls on a weekday) and debit my account leaving me with a service fee's for unpaid item on my statement R115.00, now as i advised them to cancel my policies because such breach of contractual aggreements is highly unacceptable and putrid. Now to Clientelle, this is merely the begining of this fight against you, watch the media, i will go to the one paper that you guys advertise so much and where most of your client base is from, and will make your business go downsouth. Further to this clientelle wants me to inconvenience myself by leaving the office to go and get a statement from my branch and send it to them because they are not sure if the debit order went off or not, what loads of pig crap is this? they cant even track payments they initiated? invest in the proper tools if you are going to perform breaches. Correct me if im wrong, but any change in processes and procedure the customer needs to be notified at all times?

I have had a Clientele Mobile top-up application on my phone for several months. My bank account where they deducted the monthly fee from, closed and they then subsequently suspended my account. The suspension was activated on 25/11/2011. I managed to get hold of one of their consultants on 28/11/2011 after many attempts to ask them to either sms or e-mail me the salient details in order to make the payment required to activate the phone again. The consultant assured me that this will be done within 24 to 48 hours. That was on the morning of the 28th. I have made umpteenth more calls to the same (one only) call centre number with the same story of 24 to 48 hours response. When the connection is made, a voice recording states that the call will be recorded for quality purposes. I then sent them an e-mail to their (one only) complaints address, threatening that I will post on complaints forums such as this. The previous operator I spoke with was on Monday 05/12/2011 at 14H15. She assured me her supervisor will phone me back. She was apparently just on another call. I am still waiting for this call at 22H00 07/12/2011! My phone is still suspended, but can accept calls.

I submited my new bank details via fax and requisted that all my policies should please be corrected this was at the time i joined the legal team they updated my details even though my debit came off a bit late it came off my policies is important to me and i have faxed letters and have recieved no respond dont u people check up on yr clients please i need assistance.my id nr. [protected]

After screwing up air time to be deliverd to customers, Clientele blocked many cell phones because they made a mistake they say.
Clientele however refuse to cancell some of these contracts as per theyr customers for poor delivery and embarressment to clients

I cancelled my Ifa policy with clientele life during September and had my encashment paid to my account on 25 Sept 2009. This was fine and as per the call centre's promises. But I got debited again on 2 October 2009 for a cancelled policy.

Tried calling, but there is now no response at the call centre. I want my money back and I want confirmation that I am done with Clientele Life.

I have canceled my 3 policies with Clientelle Life and Legal. Please note their reply... I have scheduled debit orders to go off on 25 Sept that could not go through due to Clientelle debiting my bank account firstly on 23 Sept while I have not been payed my salary and caused me to have unnecessary banking costs. Then they put the debit through again this morning taking 4 premiums. Again, please note that they scheduled the debit for 300909. It is very frustrating to know they keep guard on my bank account to take money as and when it suits them and not as agreed. One thing is for sure, I would have reinstated this policies by January 2010, but I will NEVER DO BUSINESS with them again!

Clientelle's reply: I hereby confirm, with regret, that your Lasting Dignity Cash Back Plans: ... and ... and your Legal Protector Plan: ...have been cancelled as requested. Please note that the premiums for September have already been raised at the bank for [protected]. We are to stop the debits from going through as we need 30 days notice for cancellation to do so. Kindly note that it is not possible to refund premiums paid prior to cancellation.