Frustrating Delays and Unreasonable Requirements for Premium Refund – Momentum

I am writing to express my deep frustration and disappointment with the service I have received from Momentum regarding a premium refund request.

After a prolonged and stressful process involving the cession transfer of a policy, which required significant follow-ups on my part, the transfer was finally completed. During this time, I had continued paying premiums in advance to prevent the policy from lapsing.

Once the process was finalized, I requested a refund for the premiums paid during this period. I was informed of the required documents, and I promptly submitted all of the following:

- Proof of residence - Proof of payment (downloaded directly from my bank app) - Copy of my ID - A formal written request for the refund

All documents were submitted in good faith and in line with standard financial practices.

However, I have now been told that:

1. The proof of payment I provided is not acceptable, and I must instead submit a full bank statement reflecting the transaction. 2. My written request is not acceptable unless it is handwritten.

These additional requirements were not communicated upfront and appear both unreasonable and unnecessary, especially considering that:

- Bank-generated proof of payment is a widely accepted and verifiable document. - There is no clear justification for insisting on a handwritten letter in a digital era where formal typed communication is standard.

This experience has been exhausting and unnecessarily complicated. I have been sent from pillar to post, with requirements changing along the way, causing delays and added stress during an already sensitive time.

I would like Momentum to:

- Process my refund without further delays - Provide clear and consistent requirements upfront - Improve their customer service processes to avoid putting other clients through similar experiences

At this point, I feel let down by a company I trusted and expect urgent resolution.

Sincerely, Bongekile Nonhlanhla Mthethwa