Refund still outstanding

I have to say that I am utterly frustrated with how my claim is being handled (or is it even being handled?). Not only was my initial claim (submitted last week Monday) sent back and forth, which then meant that the attachment had gone missing, but then the refund was going to be made to the wrong party!!!

With the initial mail being sent around and the attachment getting lost, I was also not informed of this and when I followed up I was told that my claim has not been processed as there was no valid attachment. I was not even informed of this until I had to follow up! Eventually, I had to phone again and was assured that I would be refunded. Then I received an email informing me that they are paying my doctor instead of me...so, my doctor would have received payment TWICE from me. Thank goodness I saw the mail in time so I could AGAIN call your call centre in order for someone to try and assist.

Today I had to follow-up AGAIN as I have not received a reply on my email form last week only to be told that I would receive feedback in 1 to 2 working days from now! I find this unacceptable, I really do and I am so shocked at the service I am receiving, especially with the lack of response and communication from your side- there is not even one specific consultant that can tend my queries- I constantly just get auto replies from the mailbox and end up having to call your call centre every time.

I was always so impressed with Momentum but over the past few months the service quality is shocking and I am really reaching the point where I am considering alternative options.