1 reviews | Active since Sept 2021
Poor Communication - Poor Customer Service
I am very disappointed with the services of Momentum Health Ingwe. I have wasted money calling and trying to find out why they had not updated my son's membership. Though I understand the rules that govern these services, the service provider is meant to communicate them clearly to avoid confusion and to help make appropriate decisions. They want to drop my son for the remainder of the year because my membership is changing to Evolve and am no longer a student (which is fine), but they never communicated this to me in January when I renewed my membership or when I renewed my son's cover for 6 months. In fact, it seems they did not even check or review my update well they simply took in the money. In June they notified me to update my son's membership and I did so in July before his membership expired. I called countless of times asking what the problem was and no one responded to my queries, the relevant department would not pick my calls. Eventually when someone started doing their job they tell me I have to re-apply to add my son because of I delayed payment, after that they said because my plan is changing. They also would say they sent me documents which they wouldn't and won't admit that it is their mistake. If their systems were up to date and they had communicated well, none of this would have happened. It is really a long story, but am sure the picture is clear.
My questions is, when they were asking me to renew my son's membership at the beginning of the year and in June, why were all these things not highlighted? Now my son is not covered, just like that and I have to reapply, it happened when I had to take my son to the doctor, but no, everything is my fault.
The managers are simply repeating the same thing I have been hearing and no one is taking ownership of the mistakes they made. According to Home Affairs they should have all the relevant details of a student when renewals are done and notify Home Affairs of any discrepancies, but they did not even update my information, they simply took my money. It is unacceptable.
I will call you shortly to discuss and assist with your complaint.
Kind Regards
Debbie
I will call you shortly to discuss and assist with your complaint.
Kind Regards
Debbie
Thank you very much. We spoke earlier and I do not know how to reach you aside from this platform. I spoke to the Manager who has been assisting me so far and I kindly request that you call me back as soon you can on Monday. You spoke to me with respect as a human being/ client so I will not say much on this platform out of respect for you, as I was informed that my agenda is to bring Momentum to disrepute that is why I came to this platform. Momentum was there for me in 2018 when I was pregnant through to delivery. I remember receiving a call from someone asking me how my pregnancy journey was and I appreciated Momentum for that. I had heard that Momentum was useless when it came to making payments etc, but I had a totally different experience. My point is I do not know why I would want to sabotage Momentum now after I have journeyed this far with them which I made clear to your manager, however, he told me exactly why I want to sabotage Momentum to my dismay.
Unfortunately the call between myself and your manager was not recorded for referral purposes as it was made from a cellphone which I can provide together with the times. I can also provide my number so that perhaps you may request Vodacom and/or MTN for the recording of that conversation. I was only told by my colleagues who heard me fuming how to record calls afterwards, at which point it was too late. At some point during the conversation I even asked the Manager if the call was recorded because of the manner in which he spoke to me. I am not trying to make myself more important than I am, but that is not a way to speak to a client. I even had to ask him to take notes from an agent called Mbali, who, although she could not solve my problem, spoke to me very well and tried to help me understand what the problem was and what she could do to help (478 666 137 - call reference). She deserves some sort of an award for her patience or empathy and that call should be used to train others how to speak to clients in difficult situations where matters are unclear, your manager could seriously use that call for reference too, no disrespect.
I have nothing to gain by sabotaging Momentum. It is just sad that to get the attention of some organisations, one has to go via this route, it should not be so. I can actually sabotage that manager and the previous agent who did not speak to me well or explain things clearly, I have phone numbers and emails plus names. But what would I gain from that?
I will furnish you with the details of the conversation when we do speak, you respected me Debbie and I should at least offer you that same courtesy, but allow me to vent. If you can get access to recordings from service providers I beg you to do so, listen to the conversation and tell me if the way I was spoken to was justified, in case you say I am making all this up. This call was made at 4pm after I asked the manager to call me back as I did not understand his email. At the end he said he would go back to emailing me (damage had already been done) and the emails will show him communicating to me in a civil manner, however, the call was nothing like it.
I could have simply asked for a refund and moved on with another provider, but I considered that my contributions were paid till December which cannot be reimbursed because of the type of plan I am on (I already asked weeks ago) and my son is not covered which is tricky for a toddler, but if my few cents do not make a difference to your organisation to such an extent that I can be insulted then perhaps I will have to take that risk.
Thank you very much. We spoke earlier and I do not know how to reach you aside from this platform. I spoke to the Manager who has been assisting me so far and I kindly request that you call me back as soon you can on Monday. You spoke to me with respect as a human being/ client so I will not say much on this platform out of respect for you, as I was informed that my agenda is to bring Momentum to disrepute that is why I came to this platform. Momentum was there for me in 2018 when I was pregnant through to delivery. I remember receiving a call from someone asking me how my pregnancy journey was and I appreciated Momentum for that. I had heard that Momentum was useless when it came to making payments etc, but I had a totally different experience. My point is I do not know why I would want to sabotage Momentum now after I have journeyed this far with them which I made clear to your manager, however, he told me exactly why I want to sabotage Momentum to my dismay.
Unfortunately the call between myself and your manager was not recorded for referral purposes as it was made from a cellphone which I can provide together with the times. I can also provide my number so that perhaps you may request Vodacom and/or MTN for the recording of that conversation. I was only told by my colleagues who heard me fuming how to record calls afterwards, at which point it was too late. At some point during the conversation I even asked the Manager if the call was recorded because of the manner in which he spoke to me. I am not trying to make myself more important than I am, but that is not a way to speak to a client. I even had to ask him to take notes from an agent called Mbali, who, although she could not solve my problem, spoke to me very well and tried to help me understand what the problem was and what she could do to help (478 666 137 - call reference). She deserves some sort of an award for her patience or empathy and that call should be used to train others how to speak to clients in difficult situations where matters are unclear, your manager could seriously use that call for reference too, no disrespect.
I have nothing to gain by sabotaging Momentum. It is just sad that to get the attention of some organisations, one has to go via this route, it should not be so. I can actually sabotage that manager and the previous agent who did not speak to me well or explain things clearly, I have phone numbers and emails plus names. But what would I gain from that?
I will furnish you with the details of the conversation when we do speak, you respected me Debbie and I should at least offer you that same courtesy, but allow me to vent. If you can get access to recordings from service providers I beg you to do so, listen to the conversation and tell me if the way I was spoken to was justified, in case you say I am making all this up. This call was made at 4pm after I asked the manager to call me back as I did not understand his email. At the end he said he would go back to emailing me (damage had already been done) and the emails will show him communicating to me in a civil manner, however, the call was nothing like it.
I could have simply asked for a refund and moved on with another provider, but I considered that my contributions were paid till December which cannot be reimbursed because of the type of plan I am on (I already asked weeks ago) and my son is not covered which is tricky for a toddler, but if my few cents do not make a difference to your organisation to such an extent that I can be insulted then perhaps I will have to take that risk.