Appalling service

Momentum recently asked me to rate their service.

I rated it as appalling.

This is my story so far, let me know if you agree with me.

I have a couple of RA's with Momentum, I have been contributing to them since 2005.

In July 2021 I decided to exercise my option of taking 1/3rd, I contacted my adviser and completed the forms. (I had just turned 55 and was taking early retirement)

Momentum, in turn, submitted for a tax directive, a couple of days later I received a message to say the directive was declined. I asked why and was told I needed to visit SARS to sort out my details. At the same time I had asked Sanlam for a tax directive so I could withdraw my provident fund. The first time they submitted it, it was declined. When I asked them why they said they would contact SARS for more information. The following day, they rep**** and said they had found where the discrepancy was and had re-app**** for the directive. This directive was accepted by SARS. I got my money by the end of that week, which was the middle of July 2021. I asked Sanlam for a copy of the tax directive they had used, they shared a copy with me and I forwarded that to Momentum asking them to use it. Momentum said they would re-apply. Again when Momentum app**** it was declined. I asked for a copy of the directive and was told they could not give me one as the system does not allow it. (I find this hard to believe as Sanlam, Liberty and Old Mutual have all been able to send me a copy of the tax directives I have asked for. Also I worked as a system engineer for Anglo American and Multichoice for 35 years and I have never come across a system where you are not able to save a copy of a form that needs to be submitted.) Anyway, I made an appointment with SARS and visited them. The consultant and I went through the SARS database and made a couple of changes. According to the database there was a space between the O' and the C in my surname, which she updated and asked me to ask them to submit again with the spelling as per her update. Confidently, I fired off an email with the request to reapply. Little did I know that this was the start of a nightmare marathon which still has not been resolved. I have been to SARS 4 times in the last year to try and find the detail that is different to the one Momentum is submitting. I have asked for a copy of the direct on a number of occasions and I have never received one. I have shared a tax directive that was accepted by SARS, with Momentum. I have shared a copy of the tax certificate that I got from the SARS consultant, with Momentum. I have shared a copy of my details that I downloaded from the eFiling system, with Momentum. I sent this to Momentum asking if they would check that the records in their database are exactly the same as the ones I had sent them. I have not had a response from Momentum to this question. I have asked Momentum if they could contact SARS and ask where the issue is, they refuse saying they cannot. I have asked for a copy of the latest tax directive they submitted, but they refuse to share it with me. I have asked them to confirm the details on their database with what I have sent to them, they have not done that.

I get the same old stuck record that I need to sort out my details with SARS. (Remember I have been to SARS 4 times and I am quite certain there is no issue with it) The SARS consultant has asked me to bring a printed copy of the directive as that would make the troubleshooting easier, but I cannot get Momentum to send me one.

Does anyone have any advice for me? Or am I just being impatient and greedy and should I just let Momentum keep my money?

I must admit, I feel like I am working for Momentum and that I am not the client!