Momentum // Terrible Service!!!!!!

Still waiting for a response from Momentum for the below complaint my wife submitted in October 2020!

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I have only had bad service from Momentum!

It is with deep disappointment and utter disgust that I write this email.

My experience with Momentum is not what I expected from a company with such stature and more specifically a company dealing with important matters such as life insurance. It is my point of view that Momentum actually doesn’t care about their customers. The service ends once the first debit order goes off.

My husband and I opened our life insurance with Momentum in the beginning of 2020. At that point the customer interaction was great. Jaco Smit our assigned financial planner was eager to assist us with the sign up. At that stage we were confident that we had made the right decision. Jaco assured us that he would only be a phone call away should we have any queries in the future. Jaco even advised us on the correct way to set up a last will and testament and once again quickly put us in contact with Capital Legacy.

Everything was going great until we signed the contracts. Jaco Smit seems to have fallen off the face of the earth.

We have sent him multiple emails; we have tried calling him, and have left him several messages via SMS and Whatsapp. I understand if he no longer works for Momentum but there has been no communication to advise that this is the case. This in my opinion would show some common decency on Momentums behalf.

I then enquired online for someone to give me a call. A lady called me on the 11th of October 2021 and advised me that a very good Financial Planner would be in contact with me. Ettienne Le Roux called me the same day. I explained our situation to Etienne and he assured me that we were now in the right hands. Ettienne emailed me all the documents that required signing and my updated information. He would then need these documents emailed back to him. I rep**** to the mail the same day and attached all supporting documents. To date I have had no feedback from Etienne, not even an acknowledgement of receipt of the mail. I called to follow up, no answer. I called again and eventually Ettienne answered and advised that he is busy looking at it but I have not received any mails or calls since.

Is this how Momentum treats their customers? I shudder to think how you will then handle our policies in the event of a claim.

This is pathetic and I don’t understand why we must fight for assistance on our policies. Momentum surely doesn’t fight to obtain their debit order. This seems to be the only thing that you get right like clockwork. Your customer after sales service is disgusting and leaves a bitter taste in our mouths and we will be taking the above to all forms of social media.

Please forward us the information required to cancel our policies.