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MK
Marius K

1 reviews | Active since Feb 2018

10 Feb 2018, 03:49

I’m very disappointed

At first when using the website service it was awesome, awesomely done awesome features and info I was going to tell everyone how awesome this is. But then, Disaster struck when I started interacting with customer service (Customer care consultants), asked a question, got an answer, ok very good, tried said answer, didn’t work out, so asked another question with the intention of being assisted, got exactly the same answer as the first time? Computer automated? No it’s a real customer care consultant of MOMENTUM, ok so I asked again also for some advice, guess what? Yeah, got the same answer again from a real person name and title the works, sarcasm? Is it sarcasm there is no other way to interpret it? What the hell did I do to experience sarcasm from customer care? Clearly a good way to show someone he is an idiot, but I only ask? Only ask? For help? From customer care. Seems I have to get assistance from a 3rd party but how is that right or fair I’m one of many customers is this what people should generally expect?

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Replies (8)
Momentum (SA)
Momentum (SA)'s reply12 Feb 2018, 07:25
Official

Thank you for your feedback, in order to assist you we require more information. We will contact you shortly to assist in this matter.

Kind regards

Michele Coetsee

Momentum (SA)
Momentum (SA)'s reply13 Feb 2018, 14:42
Official

Good Day Marius

I have called you a couple of times today and you have obviously been busy.

The contents on your complaint are disturbing and I would really like to assist you and hopefully change your perception of Momentum. I also sincerely apologise for the poor service which you have received.

Please be so kind as advise me when I can contact you in order to resolve this issue.

Kind Regards

Sue

***

MK
Marius K's update13 Feb 2018, 19:05
Reviewer Update
Thank you I appreciate it, I have contacted Momentum many times without results from 1st to 11th of February, I understand and share your frustration, I do sincerely apologise as I am only one, where is you are a corporation of many professionals and a C.E.O surrounded by executives so please consider my apology. Let me just ask a few questions if I may? Question 1: The service I required as an uninformed customer or member, from your corporation could have been achieved sooner, like the 2nd or the 3rd of February. Would it be different if I was granted customer care? Question 2: I have tried the proper way of your procedures, mostly based on my limited self-knowledge, got stuck and wasn’t advised further upon asking. Is it my fault? Question 3: I never complained in my life to any resource designed for people to complain, only when prompted by Momentum from what I feel is a lack of care, it personally disturbs me and makes me feel like I can’t resolve things. Do you think it is fair? Question 4: I am a small mediocre member, and my case should be easy to handle by a respected professional corporation handling way more complex serious customer related accounts and investments etc. It should be easily achievable? I apologise for this inconvenience you are experiencing, I will go and praise and express my gratitude and thanks to the Momentum Group upon accomplishing this small task. Thank you Respectfully Marius
Momentum (SA)
Momentum (SA)'s reply14 Feb 2018, 09:00
Official

Good Day Marius

We value all of our clients and would like to offer all of our clients an awesome experience when they contact us.

I would truly appreciate your details ID number, employer and any other information in order that I may thoroughly investigate the situation and resolve this.

Please would you be so kind as to email me the information my email address is ***

Kind Regards

Sue

Momentum (SA)
Momentum (SA)'s reply14 Feb 2018, 15:43
Official

Good Day Marius

We have investigated the situation regarding your complaint and I apologise for the fact that you found our Client Care Person to be sarcastic and of no assistance and I assure you we will be listening to the calls and investigating this and will if necessary take the relevant action.

With regards to your claim, the claim has to be approved by your previous employer and to date we do not have the relevant documentation signed by the employer.

Our admin division will be contacting the employer to request them to submit the relevant claim forms to us or to approve the member self withdrawal.

This is a Company Policy and this the reason as to why we require their approval.

Kind Regards

Sue

MK
Marius K's update15 Feb 2018, 11:13
Reviewer Update
I would like to thank, Sue du Plessis for her assistance and express great gratitude towards her, her effectiveness as a professional deserves to be praised, I am confident if Momentum had more Sue they would have great customer relations. Although not a desired outcome I understand now that it is not just a one sided affair. My thanks and appreciation Marius
MK
Marius K's update22 Feb 2018, 18:04
Reviewer Update
As far as I have checked Momentum shouldn’t have reason to take longer than 23 February. Unless they are using ***eons but even so if the weather doesn’t obstruct these ***eons they remain pretty fast, I’m sure the weather has been clear thus far?
Momentum (SA)
Momentum (SA)'s reply23 Feb 2018, 08:09
Official

Good Day Marius

The claim has been processed and will be approved today, it will reflect in you account within 48 hours.

Regards

Sue