Bad Service by Momentum SA

Good Day I was employed by Mangwanani Spa from April 2013 and resigned December 2023. I had a Funds at Work Policy with Momentum SA In January I received the Momentum withdrawal forms and I filled them then sent them back to Mangwanani to be filled on the employers sections. One week passed by and I was liaising with the manager(Viloshnee Nairadu) via Whatsapp to check if the forms were sent and she told me that the forms were not sent yet as she was still waiting for the December payslip from Mangwanani Head Office. On the 6th of February I whatsapped Viloshnee again to check and she said the forms were emailed to Momentum the previous day(5th of Feb). The following Monday(12/02/24) I called Momentum to check if they did receive my withdrawal request forms, the agent confirmed that they received them and all the necessary documents were all in order but the forms are not yet allocated to the person who will be working on my case. I let that week passed by then the following Monday(19/02/24) I called Momentum to do a follow up, I was then told that my paperwork was allocated on the 12.02.24 to the guy by the name of Vusumzi Nobaza. So it meant they were only allocated after I called Momentum on the 12.02.24. The agent I spoke to tried to put me through to Vusumzi but he wasn't available. The following Monday(19,02,24) I called again and asked to speak to Vusumzi lucky I got through to him that day. He confirmed the receipt of my withdrawal request forms and he said he was supposed to be finalizing my withdrawal request but there was one obstacle that Mangwanani did not pay the December 2023 contributions. He then asked me if i can contact Mangwanani on my behalf and asked them as for on their side they had sent an email. I whatsapped Viloshnee and she insisted that the payment was done maybe Momentum has a backlog and hasn't allocated the funds accordingly. After that I have been back and forth with calls trying to resolve this matter. Whenever I called Momentum trying to get hold of Vusumzi I never got through to him even the number he gave me was always not available. Even if the agent I was speaking to will send an email to him and copied me, I never get any response.

I then called Mangwanani Head Office and spoke to the HR personnel(Mehroonisa Devnath) about my issue and her too confirmed that the payment was made she then sent an email to Jeanette van Rooyen(Momentum personnel liaising with Mangwanani) asking her to do a follow up on my case because Mangwanani did pay. I was copied on that email too and Jeanette never responded. There was one phone call where the agent by the name of Tevlin confirmed that the December contribution was reflecting on their system but he failed to put me through to Vusumzi. I emailed Vusumzi and copied his team of which nobody responded to me. During the course of me calling and agents sending emails to Vusumzi to call me of which he never did I happened to get hold of Nombuyiselo Sithole's email address(Administration Manager), I then sent her an email complaining about the bad service I have received from Momentum when I'm trying to get the feedback on my withdrawal request which was invain and threatened to contact Hellopeter. Luckily she responded by apologising and on that email she copied Vusumzi and his manager. That email was not responded too by either Vusumzi or his manager. That email was on the 19.03.24 and up until today I haven't heard or received anything from Momentum

Now I'm asking for help from Hellopeter to get my money not the feedback now.

Thanks Nozipho