********* Practice

To Momentum Health,

A few months back, Momentum advised us that our daughter, soon turning 21, would need to transition to either an adult membership under my policy, paying the full adult premium, or opt for her own membership.

We explored the options, and they advised me telephonically and in writing that she can opt for the Ingwe student membership as a standalone. We accepted this and submitted all the necessary paperwork – which was clearly marked as the Ingwe Student option.

However, we were surprised to receive a letter confirming her premium is now more than double than was quoted - now of adult member. When we questioned this, they insisted that due to her working as a waitress, she must pay the adult premium – a preposterous notion as this was not communicated upfront, and this is inherently ad-hoc position with a variable income. What message doe this send to the students of this country?

In response, we requested the immediate cancellation of the debit order .i.e. the policy.

On April 30th, 2024, I formally lodged an official complaint, as per their protocol expecting a response within three days as promised, backed up with reference number. Regrettably, nine days later – we had not received any communication from Momentum. In light of this, I subsequently sent another email.

Their latest response claimed that the debit order cannot be cancelled as the premium charged is correct. This is utter nonsense!

We now received a statement indicating that we owe two months' worth of full adult premiums – how can this be when there even no member number on the statement??

We just got off a call now and their agent confirmed that she is being billed. Momentum, we believe that this is absolutely dishonourable and *********.

We strongly advise that you to cancel her 'membership' in its entirety and retract any outstanding payments for services NOT agreed upon by close of business Thursday, 30 May 24. This we require in writing. Failure to do so will compel us to explore alternative avenues to address this issue.

Sincerely,