Bad service

I am writing to express my extreme dissatisfaction with the appalling service I have received from Momentum’s Retirement Fund Administrators. My case has been unresolved for over 8 weeks, despite multiple follow-ups from both myself and my financial adviser.

I submitted an application on 2 September 2024 for a partial withdrawal of my preservative provident fund, with the remaining balance to be transferred to another account. I was initially reassured by both my financial adviser and Amanda, who handled my application, that I could expect to receive the funds before 14 October.

However, when I followed up on 14 October, I was shocked to learn that my application was far from complete. I was informed that additional documentation was still pending from my financial adviser, as communicated by Katlego. What’s more, Katlego sent an email requesting these documents but used an incorrect email address, despite both working for the same company, and failed to follow up when the email went undelivered. Thankfully, I forwarded the email to my financial adviser, who promptly provided the requested documents once again, proving that they had been sent to the administrators two weeks earlier.

Despite repeated calls and emails from both myself and my financial adviser, as well as reassurances from Katlego during our phone conversation two weeks ago, I have still not received any clear communication on when the funds will be paid out.

I am simply requesting clarity at this point: When will my claim be paid out?

I expect a prompt and concrete response regarding the status of my application.