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Clientele
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Clientele Complaints 141

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11:12 pm EDT
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Clientele funeral

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?

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David Mbidi
US
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Feb 01, 2021 5:30 am EST

I had a Lasting dignity cashback plan with Clientelle from 01/11/2006 which I was hoping will allow me to bury my loved ones with dignity one day, but was disappointed by Clientelle. This policy was paid up until the time in August 2018 before the first claim which was submitted in October 2018. Due to factors outside my control which a caring company would have understood, Clientelle chose to repudiate my claim due to not having received the September and October premiums. I informed that I was not aware of the unpaid stop order premiums since I had traveled to attend to a life and death matter concerning one of my insured persons. After referring the matter to the "Arbitrator", the decision was upheld that Clientelle did not do anything wrong and that if one premium is not paid at the time of claiming, the Policy will lapse. This is really heartless and demoralizing to clients. It would have made sense if they could provide records that they indeed warned me about the possible lapse of my policy due to unpaid premiums that were paid via stop order. There are many issues that can arise from this arrangement and once a caring company detect unpaid premiums it should attempt to get hold of its client to try and resolve the matter. In this instance Clientelle claims, they send 2 SMSes to warn the client. What if that number does not exist? This is daylight robbery!

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Qunta
ZA
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Sep 17, 2020 7:48 am EDT
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Jhooooo that's what they do even me I lodge a claim on August bt even today they always came up with excuses first they told me about investigation until nw they were saying it gonna take 14 working days bt it's already 23rd day today still under investigation if it's how they steal our money they are crooks

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8:29 am EDT
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Clientele encashment

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.

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Josephine Mpe
ZA
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Sep 10, 2018 12:52 am EDT
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TO WHO IT MAY CONCERN (Complain Arbitration)

Good morning! I, Josephine Ramathabatha Mpe, Reference number:406112222180831INS PREM. I'd no [protected], I am a pensioner who is so concerned and having sleepless nights because my premiums with the funeral policy that I have joined keeps on increasing every year and from what I can remember,   I have never said I should be paying more R300. 00 per month which only give the cover of a mere 10 000.00. So please, I will be very pleased and I request that you return this R424. 07 that I have never agreed to end up paying,   the only amount that I am willing to pay every month is the agreed amount of R245. 00 because I believe I have been lied to when I join this policy.  

The premium you're debiting is too much for a pensioner,   please please reduce this amount back to its original or I get another better offer with this amount,   at least something should be done.

My contact details: [protected]/[protected].

Looking forward to hearing from you to discuss my complain further.

Thank you.

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1:15 pm EDT
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Clientele endowment plan encashment / email response time

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.

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10:47 am EDT
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Clientele hospital premium plan

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.

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12:36 pm EST

Clientele 6 wireless chargers

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

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9:09 pm EDT
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Clientele poor service

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

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5:53 am EDT

Clientele hospital cash back cover

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]

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3:00 pm EST
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Clientele incompetent lawyers

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...

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7:35 am EDT
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Clientele incompetent and pathetic service

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

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5:30 am EDT
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Clientele ifa. the product is clientele ultimate dignity plan

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.

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9:21 am EDT

Clientele legal

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.

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4:58 am EDT

Clientele wrong debit oder

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

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7:17 pm EDT
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Clientele sms received

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 .

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1:45 am EST

Clientele won't cancel my ifa policy

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.

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Update by lady kay
Feb 23, 2015 2:01 am EST

i also wanted the clientele policy to be canceled of which thy said thta wont be canclled and i fail to understand thus when i signed up it was just IFA now i find out its to policies in one and they are still deducting money from my account two months now in a row after they said that it is cancelled

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Letlhogonolo Mpitsa
US
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Apr 10, 2023 2:56 pm EDT
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I want to cancel my IFA policy my AF 585344

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siphiwe bele
US
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Apr 10, 2023 2:28 am EDT
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Hi I also need help with my IFA cancelation please AF604907

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Nasie Dabula
US
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Nov 03, 2022 11:33 am EDT

I need help please cancel this IFA thing I don't want it ..they always take my money I don't know for what I called them last month ask them to cancel but they didn't plz they taking my grant money please cancel now now and I also wanna reverse my money

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judy sigiba
US
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Sep 05, 2022 11:44 am EDT

please revese R 440 debit order and cancel my policy AF729550

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Achuma Dlula
US
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Mar 29, 2022 4:38 am EDT

I want to cancel my policy and my money must be sent back or I'm taking legal action

My policy number is AF706780

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Sycro Da Gee
US
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Sep 28, 2021 1:31 pm EDT

Please cancel my IFA registration with debit order please do that for me today

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Asakhanya Rayi
Uitenhage, ZA
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Aug 31, 2021 8:30 am EDT
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I want to cancel the Clientele life policy, they never told me that they will deduct money, AF843825 this is my IFA Number .

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Itemogeng Masilo
US
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Jul 07, 2021 9:14 pm EDT

Please help. I also asked for my IFA policy to be canceled and haven't been assisted. Money keeps be debited from my account.
My membership number is AF892203

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Hlulani Curtis Siweya
US
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Nov 26, 2020 7:33 pm EST

I also want to cancel my IFA policy my IFA number is AF927617

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Ms Nhlapo09
US
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Sep 01, 2020 2:51 pm EDT
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I also want to cancel my IFA policy I signed up knowing they won't deduct money unless I recruit people and now they deducting money from my account . Please respond to our emails we not happy with your service

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2:31 am EDT
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Clientele debit order date change

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?

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8:04 pm EST
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Clientele no response from company

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.

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5:17 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Clientele debits not coming off

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]

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The complaint has been investigated and resolved to the customer’s satisfaction.

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10:00 am EST
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Clientele sevice delivery

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

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Kholofelo Phoshoko
US
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May 12, 2024 7:38 pm EDT
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On the 28th april 2024 clientele perks debit froom my account and i never engaged in anything with the company

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Surina Jafta
Ladismith Western Cape, ZA
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Mar 11, 2024 1:40 pm EDT

Deduction sins January 2024 of R479 and February 2024 R479,and need this to stop from my salary per month.This seems like a fraud know as my household is know suffering.

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Andile Shikwambana
US
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Feb 10, 2024 4:09 pm EST
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I want to stop the debit order asap

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Nompilo KaMwelase
US
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Jan 08, 2024 1:49 am EST

I cancelled the IFA Perks on August 25, 2023. It was only effective for 1month. Since October you are debiting again and I keep canceling every month. Nompilo Zondi [protected]. [protected]

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francois potgieter
US
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Dec 09, 2023 8:40 am EST
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i have been trying to cancel my IFA account now for about a week now but it has till not been done i am being charged for something that i don't want and i can't cancel it because u guys as a service provider has failed myself as a client and i will be sure to spread the word

i have called emailed did the whole WhatsApp prosses but no response

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Wessies
Christiana, ZA
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Dec 03, 2023 7:55 am EST
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I ask a loan they take 750 a moth of

No loan I call them Gmail them to stop this [censored]en scams off them. But still they take my money I will never ever use clientele again thief people don't use this clientele they really [censored]en thiefs

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Makgobola
Polokwane, ZA
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Dec 02, 2023 12:42 pm EST

Hello can you help me to stop with the clintele policie because i do not work and the money i receive its only R 350 and it the money that i buy the food with

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Monchusi
VRYBURG, ZA
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Nov 28, 2023 5:17 am EST

i need help its about my clientele life insurance...i cancel it about clientele is still deducting my money

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kaysebastian
Stellenbosch, ZA
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Nov 26, 2023 1:10 am EST
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I recently found out that Clientele is deducted money from my account and I would like to reverse tbe money but I can't on my app. Ref [protected]

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Monchusi
VRYBURG, ZA
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Nov 23, 2023 1:21 am EST

i like to cancel this please and reverse my money back to my account

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12:02 pm EDT

Clientele clientele won't cancel my policy

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.

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Knowmarh
Durban, ZA
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Sep 01, 2022 3:40 am EDT

Cancel the IFA

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Lwa Ndo
US
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Jul 06, 2021 2:42 pm EDT

Dear clintele i also want to cancel my policy i do not want it anymore please help me . It keeps on deducting every month on my account please help my ifa policy number is [protected]

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Noubie
Western cape, ZA
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Mar 30, 2021 6:28 am EDT
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I would also like to cancel my policy at clientele can any one advice me on how to cancel?

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Tshepo N Nxumalo
Elukwatini, ZA
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Feb 28, 2021 1:29 pm EST
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Hey IFA I would like to cancel my policy I can't afford to pay this amount I'm not working my policy number is AF893346 I need my money back I can't stay with an empty stomach because of you.

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Tsepo Mahlangu
Embalenhle, ZA
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Nov 26, 2020 10:52 pm EST
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I've cancelled 3 times but they are still taking my money I want clientele to cancel my policy

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Karabo Matlou
US
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Aug 01, 2020 1:34 am EDT

Please cancel my IFA account AF964551 and Reverse my I.D [protected] my contacts [protected]

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Kahlolo
ZA
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Aug 06, 2019 4:45 am EDT

Dear clientele

Plaese cancel me as well
My number [protected]

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dajodha
ZA
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Feb 22, 2018 1:42 am EST

Clientel legal has not attended to my cliam from a customer from december 2017. i have been trying for the past two months for some person at their office to attend to my request and all i get tomorrow next week and no action.

divalilal ajodha [protected],

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Ntokozo Zoe
US
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Jan 26, 2021 7:12 pm EST
Replying to comment of dajodha

Did you manage to get your problem resolved? Any advice would really help me right now. I want to get out of this thing

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Malaka KM
ZA
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Jan 14, 2016 11:09 am EST
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This in nonsense, I think I shud get myself better legal cover because you not competent . I complain about my car insurance and what doing you not even helping, I suppose I should begin a year with better insurance . You fail on simple matter how should I trust that you can represent me when I have serious case

Regards
Malaka KM
[protected]

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vanessa anderson
ZA
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Mar 25, 2015 4:20 am EDT

Please can the manager please contact me urgently I have had a policy with you guys for 2 years and not one issue was resolved, in fact I have a judgement against my name at present.
Please contact me asap, I need all my correspondence on the RPL issue that you guys were dealing with I have a court case on the 31 St march.
I spoke to and Africa man I don't know if he was a manger or supervisor, he did not listen to what I had to say. all he said he wont help me as I cancelled my policy I tried to tell him for 3 years I paid and nothing. I need the document that were send.
In paid for 3 yearsa and not one issue was addressed.
Please do I get all my premiums back. or do you sort out JJ Automotive and RPL and my credit record.

ComplaintsBoard
G
6:35 am EDT

Clientele I will never do business with them again

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.

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Overview of Clientele complaint handling

Clientele reviews first appeared on Complaints Board on Sep 1, 2010. The latest review Anautorised policy/scammed by IFA representative was posted on Oct 28, 2024. The latest complaint debits not coming off was resolved on Feb 23, 2011. Clientele has an average consumer rating of 1 stars from 142 reviews. Clientele has resolved 1 complaints.
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    Clientèle Office Park, Rivonia Rd & Alon Road, Johannesburg, 2196, South Africa
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Clientele Category
Clientele is ranked 346 among 460 companies in the Insurance Services category

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What are Clientele working hours?

Mon 8:00 am - 5:00 pm Tue 8:00 am - 5:00 pm Wed 8:00 am - 5:00 pm Thu 8:00 am - 5:00 pm Fri 8:00 am - 5:00 pm Sat 8:00 am - 12:00 pm Sun Closed