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Gregory P

1 reviews | Active since Nov 2012

12 Sept 2024, 11:20

Extremely difficult to submit a claim

I have been trying to submit a claim at Momentum Retirement Administrators but they indicated my bank account could not be verified because my ID number is incorrect. I have submitted additional documents e.g.. my ID copy, proof of bank account and a week later I still have not received feedback. On Monday I called in and later waiting for more than 30 minutes I finally spoke to Nolin who told me the same story I was told the previous week. At this point I asked for a supervisor and spoke to Lynette Steyn who said she will escalate my query to IT and for 2 days to get feedback. 3 days later I am still waiting and both Nolin and Lynette just reads my e-mails....

0
Replies (13)
Momentum (SA)
Momentum (SA)'s reply12 Sept 2024, 12:53
Official
Gregory

We have escalated the matter to the relevant Fund Managers for urgent attention.

Regards

EdB
GP
Gregory P's update13 Sept 2024, 08:18
Reviewer Update
And 24 hours later I'm still waiting, is this what you mean by urgent attention??
Momentum (SA)
Momentum (SA)'s reply13 Sept 2024, 08:23
Official
Gregory

Your complaint has been referred to the relevant Fund Managers. We are sorry that they have not yet responded to you, but HP can only refer the matter to them again.

Kindly note that the resolution of this matter will unfortunately not occur on the HP website.

Understandably you are looking for an outcome.

Regards

EdB
GP
Gregory P's update13 Sept 2024, 08:42
Reviewer Update
Momentum

I am not complaining to HP or whatever, I am complaining to Momentum who has my money. What are you doing about the fact that the " Fund Managers" are not getting back to me?

Please do not tell me where air my frustrations, I can do it on any platform I want to. This response is a clear indication that my complaint is just another one, I do not appreciate this reply.

I might not get a resolution here but the world must see how you treat your clients whose monies you manage!

Poorest customer service!!!!
Momentum (SA)
Momentum (SA)'s reply13 Sept 2024, 08:44
Official
We have referred the matter to the fund managers, on your behalf.

Kind regards

EdB
GP
Gregory P's update13 Sept 2024, 15:01
Reviewer Update
Poorest customer service ever!!!!
GP
Gregory P's update17 Sept 2024, 09:23
Reviewer Update
It is now 17/9/2024 and I am still waiting for this call!!!!!!!!!!!!!!!!!!!!!!!!!!
Momentum (SA)
Momentum (SA)'s reply17 Sept 2024, 10:16
Official
Gregory

We have referred the matter to the relevant business area and we sincerely hope that they will assist you shortly.

Kind regards

EdB
GP
Gregory P's update18 Sept 2024, 11:23
Reviewer Update
Another day has passed and I'm still waiting!

Poorest customer service ever!!!!
GP
Gregory P's update19 Sept 2024, 09:30
Reviewer Update
Another day has passed and I'm still waiting!

Poorest customer service ever!!!!
GP
Gregory P's update20 Sept 2024, 08:35
Reviewer Update
Can Chantal Andrews please give me a call as it seems she is the only one that considers me a client in need of help.....

Poorest customer service ever!!!!
Momentum (SA)
Momentum (SA)'s reply20 Sept 2024, 10:15
Official
Gregory

We have requested the relevant business area to contact you as requested.

We take note of the various comments you provided, but HP can only relay your concerns to the relevant business area or fund manager.

Regards

EdB 
GP
Gregory P's update20 Sept 2024, 10:44
Reviewer Update
A bit of advise from an un-educated individual.... You never say this is not a HP problem, it is a MRA problem. You are Momentum, my complaint is with Momentum, it is a Momentum problem.... Since the 12th of Sep 2024 all you tell me is there is nothing you can do, Only the relevant Dpt can help.... What more can you do to help me????? The MRA Dpt must have a head who runs the Dpt... Why cant you escalated my complaint to him/her instead of copying and pasting the same answer????? This is the first time in my life that I struggle for 3 weeks to solve 1 simple problem.. I really don't know why my employer moved from Sanlam as they were always there to assist with problems, Momentum can learn a thing or two from Sanlam from a customer service delivery point of view.....

I repeat, you provide the POOREST CUSTOMER SERVICE EVER!!!!