Service has Dropped Horribly but Prices Up

It pains me to write this review but I must. I was one of the early MSTI clients. Their service was impeccable at the beginning. Everything was seamless and easy and I once used their Momentum Assist facility in a time of grave danger and it saved my life.

Unfortunately, over the last year, service has deteriorated. MASSIVELY. I NEVER get through to any division I need at Momentum. I have screenshots of me holding the line for up to 30 MINUTES at a time. I was told that things took a nose dive after merging with Alex Forbes? Well, whatever the case, I’m out. When the line cuts, (which it invariably WILL with Momentum these days), whoever was assisting you does not have the wherewithal or mind to call you back as a customer. I mean?

Oh, use the app you say? LOL! Well, you sure can file your claim on their app but NO ONE, and I do mean, NO ONE, is ever going to call you to finalise registering that claim. All consultants from Momentum that I have communicated with tell you about “high call volumes” (as does their auto-recorded message). Really? High call volumes even at 8am, when one is invariable one of the first people to contact them? Lol. Please. They are just simply not serious about customer service.

When I filed a complaint via their website about this poor call centre service business, I received an email acknowledging my issue and a name and number of a manager who would directly/personally call me to listen/iron out my issue. Never happened. And yet, the issue I needed to file a claim for was still pending…

The last 2 claims, I have had very, very slow turnaround times. With the one, after it had been registered and 7 days had passed with no word from a service provider (and also zero response from the consultant, despite my emailing her at least twice in that period), I called in to ask them to cancel it. Cos I ended up taking care of it myself.

Ultimately, service matters. And unfortunately, the premium has risen steeply, and despite difficult circumstances for businesses, I can’t see where the value for that cost is with the service I receive at Momentum. 14 day turnaround times cannot be okay. In some cases even over 21. The claim I cancelled, the consultant only came back to me in February 2023 when I had first filed that claim in November 2022. I mean? Clearly, I’m not taken serious by a business that does such.