Mrs Gokul

My mum in law Mrs Gokul complaint no *** wanted to surrender her life policy in March 2020. we approached our financial planner at the Phoenix plaza branch for assistance. he requested that we get the surrender application signed and he gave us a quotation of the payout to be R220k. we agreed to the amount and signed the form and handed it back to the financial planner on the 12th March 2020. we kept on calling the financial planner to find out what the delay was in processing the transaction . he mentioned to us that it will take 5-7 days to process. later we found out that he only submitted the form on the 20th March to Momentum for processing. Momentum claims they only received the form on the 23 March 2020. not sure where the delay was in the processing. on the 28th of March upon calling Momentum to ascertain the delay we were then told that the amount had dropped to R181k. we were shocked to hear this. my mum in law is a 82 year old lady and was traumatized when we told her that there was a discrepancy ( shortfall of approximately R39k. as you can imagine the shock this has brought to my mum in law. we immediately queried the discrepancy and was given the run around by both FNB and Momentum. we have lodged a written complaint with fnb and Momentum and its been a month now and we are still awaiting for a response as to how they going to resolve this matter. we are extremely disappointed with the manner in which this complaint was handled by fnb and Momentum. not sure who is passing the buck now. please can this matter be expedited and resolved as a matter of urgency. please call Mrs Andhee on *** for any further information.