Bad customer service & no resolution

I have been trying to get my payout from Momentum since 15/12/2021.

I spoke to Sharon Laing on December 15th, who informed me that she had process the payment. Little did I know that this would be the beginning of the worst possible customer service to come.

I understood that everyone was on holiday from 23th December to 3rd January, which is why I did not bother. When I called in on the 3rd of January I was told that my payout was rejected by QA and because they are working on skeleton staff I had to call back on the 10th.

When I called on the 10th I was informed that my former employer made additional contributions in December and they are waiting for an instruction from my former employer to find out what must be done with that contribution.

I requested they give me the contact person at my former employer so that I can be the one who contacts them and get the instruction. I did that and the instruction was for Momentum to refund the contribution, and that was received on the 11th.

I still have not received my payout and on the 12th I received an email saying that I will only get my payout once they have processed the refund. It has been over a week and nothing has been done.

I am the one who is being inconvenienced and placed at a disadvantage while they wait to refund a multi-million company. In the mean time I am the one who is suffering. I need the money to pay my fees and send to my potential new employer. This means I will not be working again for the month of February and my kids are the ones suffering.

Why can the payout not be done simultaneously as the refund. The instruction has come through for the December contribution, why now am I suffering?

I have spoken to multiple administrators (Sharon, Elsie, Pinky and Rirhandu) and still have not been assisted. I am using my airtime to call in daily and taking from the little that I already do not have.

This is frustrating and I honestly am not getting a good service. I doubt I will be able to open any products with Momentum in future.