Miscommunication, False Claims, and No Refund – Shocking Service from Momentum

Absolutely unacceptable service from Momentum Health.

I was previously on a student plan, and since I am graduating, I needed to change my plan. I contacted Momentum to make this change and confirmed the details with THREE different consultants. Not once was I informed of any cut-off date. In fact, I specifically asked whether I would still be charged the higher amount (around R3000), and I was clearly reassured that I would NOT be.

Despite this, R3590 was deducted from my account.

When I queried this, I was suddenly told there is a “cut-off date” — something that was NEVER communicated to me. Now, to make matters worse, their consultants are claiming that “according to their system” I was informed. This is completely false. Calls are recorded, and I have insisted they replay them because I know exactly what was said. On those calls, I even double-checked about the higher deduction and was explicitly assured it would not happen.

I then had to physically go into a Momentum office just to get answers, where I was told there is a credit on my account. I have requested a refund, yet I am now being told it is “subject to approval” — which is unacceptable considering this entire situation is due to Momentum’s failure to provide correct information and process my request properly.

To add to this, when I initially submitted my declaration of income, I was told an agent would contact me. No one ever did. No call, no email, no follow-up. I had to chase Momentum myself to ensure everything was in order, and despite doing THEIR job for them, I am still the one being financially prejudiced.

I am a part-time worker and a student who has just completed university, living on a strict budget. This incorrect deduction has had a real financial impact on me, and the complete lack of urgency, accountability, and basic communication from Momentum is shocking.

What is most disappointing is that I have been with Momentum Health for a long time, and this is how they treat their clients — with zero accountability, no proper communication, and no regard for the financial impact on their members. It is clear that Momentum does not care about their people.