Extremely Unhappy (previously) Loyal Client

Item: Momentum (SA)
Rating: 1
Author: Lieschen S

I have been paying for extra Life Cover through my Funds @ Work because my fiance and I bought a house last year September (2018), but Momentum never added the extra moneys to my Life cover. Instead they added it to the failing pension fund without my knowledge. Emails have been sent back and forth asking for medical results (which was done 01/08/2018) and they have confirmed receipt, but this matter is now "with the underwriter for urgent assessment." "Attached is a formal letter of apology"

That doesn't help at all!!!

If I die tomorrow my fiance would be left with half the money... That's not enough to cover the home loan never mind additional funds to carry on without me. I'm switching everything from Momentum; investments, my RA, my Wealth, my Medical aid... This seriously isn't how you keep clients happy. LTG - 185584 - LA Stander

Helpful (0)

Replies (4)

Momentum (SA)'s replyOfficial

16 Apr 2019, 11:23

Thank you for informing us of your concerns. The matter will be escalated to management for urgent assistance.

Kind regards
Natasha

Momentum (SA)'s reply16 Apr 2019, 11:23

Official

Thank you for informing us of your concerns. The matter will be escalated to management for urgent assistance.

Kind regards
Natasha

Momentum (SA)'s replyOfficial

16 Apr 2019, 14:24

I can understand your disappointment and frustration that you have experienced from our Underwriting team and I can only agree that this is totally unacceptable and the relevant internal action will be taken.

I also understand your comments re what would have happened should you have passed away.

Momentum prides itself on doing the right thing and acting in accordance with the TCF principles and should we make an error we will always find a fair solution and accept responsibility for our errors.

Once again our sincere apologies for the poor service that you have received.

Kind Regards

Sue

Momentum (SA)'s reply16 Apr 2019, 14:24

Official

Lieschen S's updateReviewer Update

23 Apr 2019, 14:16

Thanks for the responses, I really appreciate it! I received a call last week Wednesday saying that the matter has been labeled as Urgent and I should get feedback by Thursday as Doc will be looking a the medial results on Thursday. I haven't heard anything yet though... Any chance of an update? Thanks a mil! Lieschen

Lieschen S's update23 Apr 2019, 14:16

Reviewer Update

Momentum (SA)'s replyOfficial

23 Apr 2019, 14:59

Our administrators have confirmed that they have not yet received the feedback on this matter from our Underwriters, we have however followed up and they will revert back to you as soon as the underwriting has been completed.

Kind Regards

Sue

Momentum (SA)'s reply23 Apr 2019, 14:59

Official