Momentum FundsAtWork withholding Retirement payout

Momentum FundsAtWork withholding my Retirement withdrawal and refraining to provide the reason why. Is there a problem at momentum that I'm not supposed to know of?

I unfortunately had to leave my employment due to medical reasons, subsequently I need to undergo surgery to correct previous mistakes made and a co-payment is required, thus I need the funds rather urgently.

I communicated with Momentum and filed my intention to withdraw my funds, Momentum acknowledged this fact by responding in email on 1 Dec 2020.

I'm still awaiting the reason for the hold-up, I've reached out on numerous occasions by phone calls and email and only sometimes got reference numbers. A reference number does not resolve my issue, please people communicate with me!!! If a client's expectations is manged by proper communication it resolves many issues prior to the need for escalation. Email, SMS, Phone calls etc Basic concept in Customer Management 101.