Complaint momentum

Formal Complaint: Unacceptable Delay in Processing My Claim

Good day Momentum Team

I am extremely disappointed with the service I have received from Momentum regarding my claim.

I submitted all the required documentation almost two months ago, yet my claim has still not been finalised and I have not received my funds. Throughout this process, I have repeatedly followed up with Momentum and have been given different explanations and assurances that the matter was being processed.

I was initially advised that the payment would be made by 7 August 2026, but this date passed without payment. I have since been informed that the claim was disinvested, that Momentum was awaiting the tax directive from SARS, and that the payment would proceed thereafter. Despite these updates, I am still waiting.

What is particularly frustrating is the lack of clear communication and accountability. I have had to repeatedly contact different representatives just to receive an update on a claim that should have been resolved by now.

Almost two months is an unacceptable amount of time to wait for my money.

I urgently request that Momentum provide me with:

A clear explanation for the continued delay.

The current status of my claim.

Confirmation of whether the SARS tax directive has been received.

A definite date by which my payment will be made.

I expect this matter to be escalated and resolved urgently. I have been patient throughout this process, but the continued delays and lack of clear communication are extremely disappointing.

Momentum, please resolve my claim and provide me with my funds without any further unnecessary delays.