AV
Annette V
1 reviews | Active since Dec 2021
28 Feb 2022, 21:12
Momentum dragging their feet with payout
Momentum, what is really going on with you? My father (who has severe parkinsons) has been trying to surrender his policy for over two months!! He has provided you with all that you require OVER and OVER and OVER. You claim you haven't received the documents, then the next person confirms via email they have the documents, the next person says they can't see the documents on the system! Round and round we spin on your ferris wheel of lies and incompetence. My father is elderly and unwell and quite frankly doesn't need this ****! He has invested for years and gets treated like this? Oh, and we would like to send a special shout out to KEAMOGETSWE who just put the phone down as she didn't feel like explaining why the monies had not yet paid out. That's a real gem in your customer service crown! A real keeper! Please get in touch with us Momentum before the Ombudsman gets in touch with you.
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Momentum (SA)'s replyOfficial
01 Mar 2022, 10:18Thank you for bringing this situation to our attention in which your father regrettably did not have a positive service experience. We value our client’s and always aim to deliver the best service in the shortest amount of time.
When we receive documentation such as your father’s policy surrender request, we need to verify that we are dealing with the correct individual to safeguard the policyholder’s interest in the policy. Part of this process is to do security checks which includes verifying the policyholder's signature with that which we have on record. Regrettably in this instance the signature on the surrender form could not be verified with your father’s signature on an instruction received during 2021. Hence, we had to deviate from the usually quick surrender process and requested three specimen signatures of your father on a copy of his identity document, executed in the presence of a Commissioner of oaths.
When we receive documentation such as your father’s policy surrender request, we need to verify that we are dealing with the correct individual to safeguard the policyholder’s interest in the policy. Part of this process is to do security checks which includes verifying the policyholder's signature with that which we have on record. Regrettably in this instance the signature on the surrender form could not be verified with your father’s signature on an instruction received during 2021. Hence, we had to deviate from the usually quick surrender process and requested three specimen signatures of your father on a copy of his identity document, executed in the presence of a Commissioner of oaths.
On receipt of the specimen signatures, we could still not verify it due to discrepancies and the request was referred to our management team to discuss the possible solutions in order to not inconvenience your father any further. We do not usually do telephonic verification on surrender requests, but in this instance a decision was made to allow such an telephone verification. We do apologise for the delay this referral caused.
We did speak to your father yesterday and the necessary security checks and verifications were done successfully over the phone. The policy was immediately surrendered and the proceeds reflected on the policy this morning. In the meanwhile we did the payment into the nominated bank account as an immediate payment, which should reflect within the next two hours.
We deeply regret the unforeseen delays following receipt of the specimen signatures and the frustration and inconvenience this caused. We will also be investigating the unacceptable service interaction you experienced this morning and address it with the noted individual to address it and prevent similar re-occurrences.
Kind regards
CK
We did speak to your father yesterday and the necessary security checks and verifications were done successfully over the phone. The policy was immediately surrendered and the proceeds reflected on the policy this morning. In the meanwhile we did the payment into the nominated bank account as an immediate payment, which should reflect within the next two hours.
We deeply regret the unforeseen delays following receipt of the specimen signatures and the frustration and inconvenience this caused. We will also be investigating the unacceptable service interaction you experienced this morning and address it with the noted individual to address it and prevent similar re-occurrences.
Kind regards
CK
Momentum (SA)'s reply01 Mar 2022, 10:18
Official
Thank you for bringing this situation to our attention in which your father regrettably did not have a positive service experience. We value our client’s and always aim to deliver the best service in the shortest amount of time.
When we receive documentation such as your father’s policy surrender request, we need to verify that we are dealing with the correct individual to safeguard the policyholder’s interest in the policy. Part of this process is to do security checks which includes verifying the policyholder's signature with that which we have on record. Regrettably in this instance the signature on the surrender form could not be verified with your father’s signature on an instruction received during 2021. Hence, we had to deviate from the usually quick surrender process and requested three specimen signatures of your father on a copy of his identity document, executed in the presence of a Commissioner of oaths.
When we receive documentation such as your father’s policy surrender request, we need to verify that we are dealing with the correct individual to safeguard the policyholder’s interest in the policy. Part of this process is to do security checks which includes verifying the policyholder's signature with that which we have on record. Regrettably in this instance the signature on the surrender form could not be verified with your father’s signature on an instruction received during 2021. Hence, we had to deviate from the usually quick surrender process and requested three specimen signatures of your father on a copy of his identity document, executed in the presence of a Commissioner of oaths.
On receipt of the specimen signatures, we could still not verify it due to discrepancies and the request was referred to our management team to discuss the possible solutions in order to not inconvenience your father any further. We do not usually do telephonic verification on surrender requests, but in this instance a decision was made to allow such an telephone verification. We do apologise for the delay this referral caused.
We did speak to your father yesterday and the necessary security checks and verifications were done successfully over the phone. The policy was immediately surrendered and the proceeds reflected on the policy this morning. In the meanwhile we did the payment into the nominated bank account as an immediate payment, which should reflect within the next two hours.
We deeply regret the unforeseen delays following receipt of the specimen signatures and the frustration and inconvenience this caused. We will also be investigating the unacceptable service interaction you experienced this morning and address it with the noted individual to address it and prevent similar re-occurrences.
Kind regards
CK
We did speak to your father yesterday and the necessary security checks and verifications were done successfully over the phone. The policy was immediately surrendered and the proceeds reflected on the policy this morning. In the meanwhile we did the payment into the nominated bank account as an immediate payment, which should reflect within the next two hours.
We deeply regret the unforeseen delays following receipt of the specimen signatures and the frustration and inconvenience this caused. We will also be investigating the unacceptable service interaction you experienced this morning and address it with the noted individual to address it and prevent similar re-occurrences.
Kind regards
CK