A deeply disappointing, disrespectful and dehumanising experience with Momentum Insurance and its appointed service provider.

My mother's vehicle got stuck at a shopping centre, and she contacted Momentum for roadside assistance. Momentum dispatched Algoa Towing, whose employee treated us appallingly. He was shouting at us, pointing fingers and being confrontational simply because we raised concerns about his proposed parking arrangement.

He arrived with a truck that was clearly too large to fit into our yard and wanted to leave my mother's vehicle directly outside the gate, with the gate open, exposing it to potential theft and compromising our security.

What made matters worse was Momentum's own agent, who had assigned the service provider to my mother. When my mother explained that the Algoa Towing employee was shouting at her, pointing fingers and making her feel intimidated, the agent was dismissive and essentially told her to sort herself out and deal with him directly.

I formally lodged a complaint with Momentum and have made several follow-ups. Despite this, not a single person has bothered to get back to us, acknowledge the complaint or provide any feedback.

I am appalled by the lack of professionalism, empathy and accountability from both Algoa Towing and Momentum. My mother was seeking assistance, not an experience that left her feeling intimidated, disrespected and dehumanised.

Customers deserve dignity and respect, particularly when they are in vulnerable situations and relying on services they pay for. This experience has left us deeply disappointed in Momentum.