Momentum: Pathetic Service from your Investo Department

Background: I have a policy that matured after 30 years on the 30 Sep 2018. When I queried on the 1 Oct 2018 why the payout did not take place, I was informed by the Momentum Call Centre that they I need to complete forms which I then did and submitted. On the 6 Oct 2018 I received an email from Momentum stating that the process will take 7 working days which means the payout should have been done by the 16 Oct 2018. I called the Call Centre again and was informed that the payout process was not initiated yet by the Investo Department. When I requested to speak to a Manager, I was informed that they are all in a meeting but that somebody will call me back. Needless to say that nobody called me. I called again and was informed that the process will take another 2-3 days. Another week has passed and I'm still waiting.

Momentum, I find your lack of Customer Service to a loyal customer shocking and I expect that one of your senior representatives call me.