PK
Paul K
1 reviews | Active since Feb 2020
31 Mar 2021, 01:45
Account issue blocking app from working, no feedback
I have reported an issue with my account for the app over 5 times. 2 times on the phone, where they direct me to please send a mail and will get a reply with a reference number before they can help me. Then 3 mails with no reply and no response. Our local branch also attempts to contact momentum and tells me they are not getting through. This is utterly disappointing. I have sent all the proof that they have a issue that is in my account causing it and yet they don't respond to the methods I have contacted them with as THEY asked me to do. Other accounts works fine on the app on same device. But they can't even acknowledge the issue by responding to my attempts to contact them.
Helpful (0)
Replies (4)0
Replies (4)
Momentum (SA)'s replyOfficial
31 Mar 2021, 08:07Dear Mr. De Kock,
I would like to thank you for bringing this matter to our attention. It is unfortunate that you have not had a favourable service experience and would like to apologise for that. The matter has been escalated to our IT department for investigation and they will be in contact with you shortly to assist further.
Regards,
Nicolette.
I would like to thank you for bringing this matter to our attention. It is unfortunate that you have not had a favourable service experience and would like to apologise for that. The matter has been escalated to our IT department for investigation and they will be in contact with you shortly to assist further.
Regards,
Nicolette.
Momentum (SA)'s reply31 Mar 2021, 08:07
Official
Dear Mr. De Kock,
I would like to thank you for bringing this matter to our attention. It is unfortunate that you have not had a favourable service experience and would like to apologise for that. The matter has been escalated to our IT department for investigation and they will be in contact with you shortly to assist further.
Regards,
Nicolette.
I would like to thank you for bringing this matter to our attention. It is unfortunate that you have not had a favourable service experience and would like to apologise for that. The matter has been escalated to our IT department for investigation and they will be in contact with you shortly to assist further.
Regards,
Nicolette.
Momentum (SA)'s replyOfficial
31 Mar 2021, 09:59Dear Mr. de Kock,
Saiveer Thakurdin from our ETS helpdesk confirmed that he has phoned you to discuss the issue.
Saiveer confirmed that he has referred the case to our development team for further investigation and will provide you with feedback as soon as the problem is rectified.
Kind regards,
Nicolette.
Saiveer Thakurdin from our ETS helpdesk confirmed that he has phoned you to discuss the issue.
Saiveer confirmed that he has referred the case to our development team for further investigation and will provide you with feedback as soon as the problem is rectified.
Kind regards,
Nicolette.
Momentum (SA)'s reply31 Mar 2021, 09:59
Official
Dear Mr. de Kock,
Saiveer Thakurdin from our ETS helpdesk confirmed that he has phoned you to discuss the issue.
Saiveer confirmed that he has referred the case to our development team for further investigation and will provide you with feedback as soon as the problem is rectified.
Kind regards,
Nicolette.
Saiveer Thakurdin from our ETS helpdesk confirmed that he has phoned you to discuss the issue.
Saiveer confirmed that he has referred the case to our development team for further investigation and will provide you with feedback as soon as the problem is rectified.
Kind regards,
Nicolette.
Momentum (SA)'s replyOfficial
31 Mar 2021, 10:45Dear Mr. de Kock,
I have received confirmation that the problem has been rectified and that you should be able to log into the app again.
Please can I request that you test the app just to confirm that this is the case? Please let me know if you are still experiencing a problem.
Regards,
Nicolette.
I have received confirmation that the problem has been rectified and that you should be able to log into the app again.
Please can I request that you test the app just to confirm that this is the case? Please let me know if you are still experiencing a problem.
Regards,
Nicolette.
Momentum (SA)'s reply31 Mar 2021, 10:45
Official
Dear Mr. de Kock,
I have received confirmation that the problem has been rectified and that you should be able to log into the app again.
Please can I request that you test the app just to confirm that this is the case? Please let me know if you are still experiencing a problem.
Regards,
Nicolette.
I have received confirmation that the problem has been rectified and that you should be able to log into the app again.
Please can I request that you test the app just to confirm that this is the case? Please let me know if you are still experiencing a problem.
Regards,
Nicolette.
PK
Paul K's updateReviewer Update
31 Mar 2021, 10:54 Good day Nicolette,
Thank you. You and your IT Department has redeemed my respect and appreciation. The issue was resolved very fast and all is working again. Could i maybe ask to investigate for future queries why following the normal email and call center route was so difficult to get helped? I would rather prefer to not need to place a complaint on this platform in future for these type of issues that seem to have been a quick thing to resolve.
Your support and feedback was massively appreciated. Thank you.
Kind regardsPaul de Kock
Thank you. You and your IT Department has redeemed my respect and appreciation. The issue was resolved very fast and all is working again. Could i maybe ask to investigate for future queries why following the normal email and call center route was so difficult to get helped? I would rather prefer to not need to place a complaint on this platform in future for these type of issues that seem to have been a quick thing to resolve.
Your support and feedback was massively appreciated. Thank you.
Kind regardsPaul de Kock
PK
Paul K's update31 Mar 2021, 10:54
Reviewer Update
Good day Nicolette,
Thank you. You and your IT Department has redeemed my respect and appreciation. The issue was resolved very fast and all is working again. Could i maybe ask to investigate for future queries why following the normal email and call center route was so difficult to get helped? I would rather prefer to not need to place a complaint on this platform in future for these type of issues that seem to have been a quick thing to resolve.
Your support and feedback was massively appreciated. Thank you.
Kind regardsPaul de Kock
Thank you. You and your IT Department has redeemed my respect and appreciation. The issue was resolved very fast and all is working again. Could i maybe ask to investigate for future queries why following the normal email and call center route was so difficult to get helped? I would rather prefer to not need to place a complaint on this platform in future for these type of issues that seem to have been a quick thing to resolve.
Your support and feedback was massively appreciated. Thank you.
Kind regardsPaul de Kock