EXTREMELEY POOR SERVICE AND HANDLING OF NONPAYMENT OF PENSION

I am still awaiting an acknowledgement of my previous complaint:

I am writing this review to let everyone know how poorly momentum has handled the payment of my pension for March 2024.

Firstly I was marked as a foreign citizen for whatever reason - only momentum /FirstRand will know why they did this. I am a south African citizen and have been all my life - this was an error on their side. their consultants have admitted it was their error. They required me to complete a Proof of existence form - which was emailed to my daughters email address - I don't know why they used her email address - they have all my contact information - I have it all registered on their app. The email that was sent to my daughter on 1 March 2024 was laying in the spam folder so obviously she didn't see it.

I only became aware of all of this when I did not receive my money on 20 March 2024 and I contacted FirstRand - only to find out that my pension has been suspended because I did not provide proof of existence. Instead of them correcting the issue on their side, I still had to complete the form, have it signed by a commissioner of oaths and emailed back to FirstRand. This was all done on 20 March 2024. I later called FirstRand and spoke to Envito - he confirmed that all the documents were received and the error was on their side, it was rectified and the payment was processed, however I was advised that because 21 March is a public holiday, I would receive the money on 22 March 2024. I told Envito that all of my debit orders go off of my account on the 20th of every month. I was already in a problem by then. On the 22nd of March 2024 - STILL NO MONEY. I called FirstRand again and this time I was advised that the payment was with the quality assessors and it would be processed either on 22/03/2024 or 25/03/2024 - BY 25/03/2024 STILL HAD NOT RECEIVED MY MONEY. I called again and I spoke to Envito / Marlene / Esther / Nabu ( I cannot remember exactly who I spoke to on which day). they ******ed me around until 28 March 2024 - that is when I received payment - BUT THEY PAID ME DOUBLE AND I PAID THE MONEY BACK TO THEM - R7454.87 was paid back to them.

Now the problem is the bank charges for all my unpaid debit orders, Envito and Esther confirmed me to me - more than once, that I can send my bank statement to show the unpaid debit order charges and I will be refunded.

On 2 April 2024 I did exactly that - and until 2 days ago - ONLY WHEN I CALLED TO FOLLOW UP - I was advised BY MARLENE that I will not be refunded. This is unacceptable. Does Firstrand / Momentum expect me to pay for their mistakes? I would really like someone to take this further, investigate and refund my money to me. My name is Mrs A Dass (ID **********083) and my reference number is with FirstRand Momentum is **********3.

I AM A PENSIONER - I CANNOT AFFORD TO PAY BANK CHARGES FOR SOMETHING THAT WAS NOT MY FAULT. I EXPECT TO BE REFUNDED OR I WILL TAKE THIS TO THE OMBUDSMAN