Momentum - Extremely poor communication and assistance.

I had my pension fund transferred away from the MOPF, via a third party (with whom I am extremely satisfied) to Momentum as fund managers for this pension. Accordingly Momentum pay me a monthly amount. I have had a certain issue with SARS which I am in the process of resolving, but it requires that Momentum initiate and online facility on the SARS system. On two different occasions I requested Momentum to do so, the second time even providing them with a printed copy of the procedure according to which they should do so. On both counts Momentum refused, indicating their tax department knows differently. Just this morning (15th June 2021) a third practitioner confirmed this need for action by Momentum, citing that SARS's hands are tied until Momentum actions this facility on the system.

In order to get more direct assistance I contacted the (ONLY) Momentum tax consultant in Bellville and even her responses were ineffective. Eventually I tried to get the appropriate response via the Third Party company, but even those attempts were unsuccessful.

As a 70 year old pensioner I am deeply concerned with the lack of proper communication, understanding, sympathy and assistance from Momentum staff on this matter, especially considering that it is my investment they are dealing with. No where have they given me access to senior managers who could ensure client satisfaction.