Don't pay claims or contact members when something goes wrong with a claim

What a pity I can't use a 0 star rating. I wish I had never moved to Momentum Health. They are happy to take my money every month but when it comes to paying claims the service doesn't work both ways. I am not even asking for them to pay a claim from my major medical benefit just refund something out of my saving which as I understand it is my money that they hold on my behalf. This is the second time in six months that they say they have paid a claim but the money is never received by the supplier. In the first instance my daughters name had one letter extra added to it so they just didn't pay - they don't have the decency to contact their members to advise them there is a problem with the claim - just don't pay. I spent weeks ****erally) on the phone for hours a day trying to resolve it. Forget speaking to anyone other than a call centre agent the supervisors are always in a meeting doesn't matter when you phone. They don't return calls. In the most recent incident they have told me a claim was paid in full on the 1st March - when I log onto the app it says paid, the call centre tells me its paid but the money hasn't been received to date (13th March). I phone AGAIN and ask to be told what bank details they have used to pay the supplier I am told it has been paid, I insist on being given the bank details. The call centre agent informs me oh no it hasn't been released to a bank account as we don't have the bank details for the supplier. Sorry you have paid it in full to nowhere - how is that paid? You upload a claim and pay it with no bank details? So the bank details are on the invoice so why haven't you captured them? We can't do that the supplier should do it. Well that's illogical. Ok so why once again have you not contacted me? Is it because you are now earning interest on my money which is now sitting somewhere in cyber space? Is it because you don't really care about your customers?

So I phone up again - I am now done speaking to customer service agents who really have no desire to help anyone and ask to speak to the complaints department - their response - we don't have a complaints department. Then I want to speak to a supervisor - their response sorry they are in a meeting - AGAIN!!!! Ok I say I want to cancel my medical aid please put me through to your cancellations department - guess what they don't have one of those either.

So my next course of action is to fill in their form and cancel my policy and contact the Ombudsman because I as a customer have rights. I hope this is not how you treat all your customers Momentum because you have now lost me as a medical aid customer, as well as all my short term insurance policies as well as any future business I would have done with you.