Momentum failing to deal with complaint.

Momentum have not followed their internal complaints resolution process at all, with regards to a complaint I submitted.

On 3 July 2018, I submitted a complaint to Momentum, using the email address: **********

I was told to use this address by an online service consultant via the online chat feature.

To date, I have received NO response to this complaint.

On 10 July 2018, I submitted the same complaint to the Myriad Client Service Centre email address: ********** requesting that my complaint be escalated to a supervisor.

I received an acknowledgement of my complaint on the same day, along with confirmation that my complaint has been escalated and that the escalation specialist will "revert back to you with feedback after investigation".

That was the last correspondence I received from Momentum in connection with my complaint.

The internal complaints procedure states that:

"You can also contact our client services department directly to lodge a complaint with one of our service consultants. If you are not satisfied with the response you receive from our service consultant, you can escalate your complaint to a service manager. The service manager will acknowledge receipt of your complaint, within 24 hours. The service manager will work together with our internal complaints department to review your complaint. You will then receive a response from the service manager, within two working days of him/her acknowledging receipt of your complaint. The service manager will give you a detailed explanation, in his/her response, about the outcome or resolution of your complaint."

The only part of this process that has actually been followed, is the acknowledgement of my complaint. NO OTHER action has been taken by Momentum, and in the meantime, my policy is in danger of lapsing, and I am in danger of losing all the premiums I have paid to Momentum over the past 8-9 years. It is an easy way to make a profit and I am convinced that Momentum are purposefully delaying dealing with this complaint, so that my policy can lapse, and they get to claim my premiums for themselves.

I do not believe Momentum have any desire to be transparent with me in this regards.