Bad Customer Service

I would like to report the recent service I have received from Momentum regarding the request to withdraw my funds at maturity on two of my investment policies. On the 18th of November, 2019, I contacted Momentum and spoke to one of their agents regarding process of withdrawing my funds a maturity, and also received the relevant documentation via email, completed them and sent back all the documents back them on the same date, then received a confirmation email from Lutendo Mapope, advising all will be processed within 5-7 working days, the following day, received another email advising my ID copy needs to be signed 3 times since they don’t have my signature (kind of weird, as I did sign their documents when taking up the policy), of which I sent to them as requested that is on the 25th of November, 2019, then later on, then received a confirmation email from Ayanda Dube, Grant Isaacs and Kabelo Shai confirming that all is received and the process should take 5 to 7 working days from the 28th November, 2019 (Date of Maturity).

I then followed up again this morning (9th December, 2019), spoke to Justice Mutlwa, who advised that one policy is awaiting the ID copy, of which I sent to them last month already, and the other one is still at the payments stage awaiting approval or finalization, and not considering that they promised the 5 to 7 working days, I then requested to speak with the team leader, apparently they weren’t available and there’s no one else to help.

Just to put it out there, I have had the similar experience with Momentum before, that when it is their turn to pay up, there’s these unnecessary processes imposed, that delay the payment process, not considering that we need the funds for other obligations.