Concealment of Increase & Poor/No Customer Service

1. On the 20th of January, I received a general letter that my son would turn 21 and, therefore, become an adult dependant. The letter also stated that no communication was needed. No details about what that would entail were included. Note: a. No communication included that the adult dependant rate would increase with R1040! 16% increase! When my sons turned 18, a similar general letter was emailed, and nothing changed or increased despite them becoming adults. b. The letter didn’t indicate that there was any alternative option available for adult dependants. c. The monthly billing statements never included a “breakdown” indicating what different members pay. d. No other communication in the past year/years, nor “breakdown” of the cost for each member, making it completely unrealistic for Momentum’s side to not to inform about a 16% increase of the total premium! e. The monthly billing statement, which was the first indication of an additional cost, was only emailed to me 9 days before the deduction was due. It showed the normal amount and an additional amount with the note “details changed”. f. When I phoned to query about the incorrect amount that was due, it took the agent about 15 minutes to find out the reason for the increase. In my dismay, I obviously questioned the premium and was then informed that there were cheaper options available instead, but: i. My son had to apply. ii. I still had to pay the bill for May, as I had to give 30 days’ notice for any changes. (Despite only receiving the billing statement in the 21st of April.) iii. Poor explanation of the process. Promise of emailing forms and information (still not received). iv. When I requested to speak to a supervisor, I was told they would call back the next day. I requested to hold, as I have in the past been promised callbacks that never happened, that I was not available tomorrow and that this needed urgent attention. The lady said that as it was after 4 pm, no supervisors were available. v. Then the agent hung up on me. vi. A short while later, someone from Momentum called. The line was bad, and she did not clearly present herself. When I wanted to explain my grievances, I was told to be quiet and stop talking, or she would hang up. Even though I stopped talking, the person didn’t continue and then hung up. 2. I have been a member/client with Momentum for approximately 15 years, rarely used the hospital cover and never used the so-called “free” services. To receive such poor communication: a vague email without a straightforward new cost or at least a clear “warning” that there will be a significant increase to the premium, but worse yet, to be treated so rudely by two different agents. 3. I sent an email requesting information about the situation on Tuesday evening, Wednesday, Thursday and again Friday, asking for URGENT information. I am still awaiting a reply, so as people logging public grievances on Hellopeter seem to get a courtesy reply, I now resort to posting mine here in the hope that someone will actually respond. 4. I need the following from Momentum: a. Clear breakdown of what each member is paying. (April and May months.) b. Options for my 21-year-old son who is a dependent, living at home with his parents and studying full-time at the university. c. Clear comparison of what those options have in common and their differences. d. How to change from one option to another without getting a penalty clause of a 3-month waiting period. e. Any other vital information to make an educated decision, keeping my son well covered and safe within my financial ability. f. Information about how YOU can assist me to make the change with effect from 1st of May to avoid the billing statement received today. I am under extreme financial pressure! g. Feedback regarding what standards and courtesy are expected from the agents in your call centre. I don’t have enough words to express how insulted I felt, and feel, by having had two people hang up on me – something that never happened before to me.