Worst service ever

<p>I would like to share the horrific experience i have had with Momentum. In the beggining of the year i requested to add my husband on the medical aid and become a dependant and him a main member on the Momentum custom plan. We were then sent application forms, one to add my husband as a dependant and the other one to re-apply for new membership as he is now the main member and that he will be taking over the debit payments. It took Momentum health about 3 months to process our application and all this time no one was updating us on what is happening with the progress. Week in week out we had to contact their call centre. We were then sent confirmation of membership start date 01/04/2017.</p> <p> </p> <p>On the 1st of April 2017 the debit went off my husbands account as per arrangement and to my surprise Momentum tried to also debit R957 from my account as well and that debit returned as i did not have money in my account. My husband and i contacted them more than 6 or 7 times, some of the consultants told us they did not see the debit on their side and some would put us on hold for more than 20 minutes and come back to say they see the amount and it wasn't supposed to go off. I asked several times what was it for they told me it was my husbands premium as he is now my dependant. I advised the consultants that the premium already went off my husbands account and i was told no it was an error on Momentums side and it wont happen again.</p> <p> </p> <p>Again 2017/05/01 they Deducted R957 From my account and this time there was money, i then called the call centre 2017/05/04 requested to speak to a manager , and was told they are in a meeting <strong>(as always).</strong> Spoke to Gugulethu Fakude Ref ********** 74 who confirmed telephonically that the amount was deducted in error and requested me to send bank statements to her personal email to confirm proof of payment so she can log a query for a refund. I have sent another follow up email to Gugulethu Fakude and till today i havent had acknowledgement from her.</p> <p> </p> <p>It is so Sad that when we call the call centre we are given a run around, the consultants sound unsure and unprofessional when they speak to us customers. When you request to speak to a supervisor they put on hold for long and come back to say the supervisor is in a meeting.</p> <p> </p> <p>All i am asking for is my money back as the premium did go off my husbands account or else i will take this further to the ombudsman. This is totally unacceptable and the service is horrific. its as if Momentum is doing us a favour!!!</p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p>