No Satisfaction

<p>Poor customer service, delay in resolving claims and no urgency!</p> <p> </p> <p>Momentum is refusing to pay a claim since Feb 2016 when our baby was born. According to Momentum our medical aid has been cancelled, which in fact we merely changed options. Upon the claim being submitted on the new option, we were advised that the claim still can’t be paid out as the MSA has been depleted. We asked them why this cannot be deducted from the HealthSaver, which we pay over R900 towards every month, but according to Momentum this has been utilised to settle an overdraft on the MSA. Momentum provided no communication to us to advise us that our HealthSaver would be utilised towards an overdraft, which we didn’t even know exists, so therefore our HealthSaver has been utilised without our authorisation or consent. Although Momentum indicates that the claim cannot be paid from the HealthSaver due to insufficient funds, claims are still being submitted from the HealthSaver, therefore clearly indicating that there are funds available. At the same time, we have asked Momentum to provide a statement of the HealthSaver, just to notice that there are claims from a Ryan and Eugene, who have no relation to us. Also no indication of the overdraft which they mention. In addition, there are claims for the main member for lab tests, which never took place. </p> <p> </p> <p>We have been waiting 3 months for feedback and no satisfactory response is provided and no one can provide a clear answer on what is transpiring on the account. But Momentum keeps on sending correspondence that we still owe them money... BUT they can't investigate or provide answers but wants money. At the same time, when you phonein you are on hold for long before an agent answers or you on the phone with an agent who can’t provide any answers. </p> <p> </p> <p>Today we have spoken to a Rachel at 13h28 and was on the phone with her for over 15 minutes, she is rude, unhelpful and provide no answers even when asking her to say something she either keeps quiet or has an attitude. We informed her that we have been waiting so long for feedback and the claim is still outstanding but no priority or urgency in this regard. </p> <p>JUST POOR SERVICE OVERALL! </p>