Poor Service

<p>I am a highly disappointed and upset Momentum member. My fiance has added us onto to Momentum since July 2016 and ever since then we have been experiencing bad services with regards to feedback, follow ups and procedures. Momentum's customer care just has that as a naming title however they do not live up to that standards. I had a baby last year Dec, according to Momentum my baby was covered from the 16 Dec and she was born on the 17Dec. Which we were not aware of until unpaid claims came back to us. There were a few doctors accounts that kept being declined from Momentum that was for my baby. We kept going back and forth with the doctors and momentum and eventually when the accounts were handed over to Authorities and I was then responsible to make payment of an amount adding up to 3100 which I had to make an arrangement to pay as it was to much for me. While all of this was going on, myself and my fiance had to keep following up with momentum to get answers and to have our queries resolved which costed us money as we were the ones making the calls. We had to follow up with momentum for feedback which it shouldn't of been that way. When we're then told that they did not pay for the claims because the back payments was not taken from us. Now they have told us that they would refund us for the accounts that I have paid and asked for invoices and proof of payment, which was sent on the 01 June 2017. I have received an automated response with a reference number stating that a consultant will get back to us. However that was not the case I had to then call yesterday which was the 08.6.2017 only to find out claim refund was sent through to the claims department but for some odd reason it was put on hold and our membership was suspended. They said the didn't receive payment that's why the membership was on hold but no one bother to inform us! When my fiance called then somehow they payment was received and then the suspension was lifted and then we were told we must wait a further 4 to 6 for feedback. Which is ridiculously!!! We shouldn't have to be following up for feedback further more if there is a problem it is momentums duty to get hold of the member and make them aware of the situation. If I had not called they would of not told us that the account was suspended and we would of waited a longer period for feedback.. In other words Left In The Dark! Because o had to pay for the accounts that put me in a financial position and yet we pay for medical but they give us more problems then solutions! I would really like this matter resolved ASAP as we are tired of calling them to get feedback. </p>