MOMENTUM want to penalise me for consequences of their incompetence and inefficient processes

How soon will you issue the revised document stating that I am entitled to the full value of my investment? I see further delay as infringement to my right to fair customer treatment and an impact to the performance of my investment! Will you act ethically and accept the consequences of your internal inefficiencies?

I am linking my comment to the responses I received from you

Dear Mrs … I noted your further comment on the HelloPeter website, and I would like to provide you with the following information: •The payment we received on 02 May 2018 was returned unpaid on 5 May 2018, and our records also indicate that the reason for the unpaid premium was due to the fact that your account was closed •We received a telephone call from you on 3 May 2018 to change your banking details: First National Bank, cheque account. The update of the new bank account details was processed on 9 May 2018. •The status of the policy was changed to paid up on effective date 27 June 2018, and the paid up endor*****t confirmed that the contract was in arrears with an amount of R5 000.00 at the time. • As the status of the policy was changed to paid up on effective date 27 June 2018, we are presently not requesting payment from your bank account; this will only occur if the status of your policy is changed. Based on the aforementioned, the contract is presently in arrears with an amount of R7 500.00: R2 500.00 for May 2018, June 2018 and July 2018. If you want to reinstate the contract from paid up, the following options are available to you: On receipt of your written instruction to reinstate the contract from paid up: •The insurer will deduct the full arrear amount of R7 500.00 from your bank account (new banking account details); •Alternatively, the contract can be reinstated from paid up without the arrears, and debit order payments will be reactivated as from August 2018. The paid up adminstration fee will be reversed. In summary: The debit order details were updated on 9 May 2018. On receipt of your written confirmation, we will arrange for the arrear payment from your banking account, and the debit order will be reactivated as from August 2018. You are welcome to provide me with your written instruction – I will ensure the immediate processing of your instruction. Kind regards Eldette de Bruyn Client Care Specialist Client and Intermediary Interaction

From: ********** Sent: Friday, 06 July 2018 12:34 PM To: Eldette de Bruyn Subject: Re: HelloPeter complaint: Policy number ********** 7222 - Eldette I am not sure if you understand the issue at hand. On the telephone conversation where I requested the banking details to be change I did ask if my request was too late... I was promised that should the debit return unpaid momentume would request a double debit the following month - go listen to the call record. The following month and the subsequent months momentum kept on debiting the old account regardless, hence I want you to take accountability of this situation! I am sending you an extract of the email conversations where I queried your message about inability to obtain funds from my new account - on the letter you spelt out the correct account details however when I followed up you confirmed that you were debiting the wrong account - you got me in this mess , now take accountability! V

---------- Forwarded message --------- From: ... ... ********** Date: 16:09, Thu 07 Jun 2018 Subject: Re: Documents from Momentum: ********** 7222 To: Momentum ********** Yet in your letter you say you are Unable to debit FNB account ??? Why on earth would you debit std bank when you have the updated account details on your records?? You are irresponsible, negligent , wasting my time and impacting the performance of my investment If you do not rectify immediately then be prepared to carry the cost of the impending outcome On 15:52, Thu 07 Jun 2018 ********** ********** wrote: Dear ... Thank you for your email of 07 June 2018. We confirm the account number debited as standard bank ********** .Please confirm if this the correct number. For your financial wellness. Please contact us on weekdays from 07:00 to 19:00 for further information. You can also visit us at www.momentum.co.za to update your details, view your contract information and find other useful tools to help you with your financial planning. Web www.momentum.co.za ShareCall number ***Telephone number +2 ********** Fax number +2 ********** Email address ********** Kind regards Tsholofelo Modikoe Momentum -----Original Message----- From: ... ... ********** To: ********** Date: 2018/06/07 02:16:13 PM Subject: Re: Documents from Momentum: ********** 7222 Sorry but it does not make sense that you had three unsuccessful debits.I know for sure that after I had called in to update my banking details you debited my old account...I was reassured that the new account will be debited double the amount to make up for the 'returned' debit.I have funds in the account waiting for you...I would like to know what account details were captured and what error messages do you receive - my transaction history does not show that you attempted and failed.I do not have capacity to print and scan back to you where I am. It would help if you can confirm and specify exactly what the challenge is so I can get someone to help On Thu, Jun 7, 2018 at 2:01 PM, ********** ********** wrote: Dear ... Thank you for your e-mail of 7 June 2018. Kindly note that we have had 3 unsuccessful debits on the quoted account. The letter is merely to request for your new bank details should they have changed. If nothing has changed, we will request an amount of R7 500.00 on 1 July 2018 but should the payment return unpaid, the policy will go paid-up. For your financial wellness. Please contact us on weekdays from 07:00 to 19:00 for further information. You can also visit us at www.momentum.co.za to update your details, view your contract information and find other useful tools to help you with your financial planning. Web www.momentum.co.za ShareCall number ***Telephone number +2 ********** Fax number +2 ********** Email address ********** Kind regards Nontobeko Bhengu Momentum -----Original Message----- From: ... ... ********** To: Momentum Date: 2018/06/07 08:15:10 AM Subject: Re: Documents from Momentum: ********** 7222 Dear Alett PIs explain to me why you "cannot collect future contributions from your FNB:FIRSTRAND BANK account". It doesn't make sense to me and it is affecting the performance of my policy. ? V On 07:29, Thu 07 Jun 2018 Momentum ********** wrote: Dear MRS ... We attach a document from Momentum. Please double click on the attached PDF document to open the document. If you do not have a PDF viewer, you can download it for free by clicking on http://www.adobe.com/products/acrobat/readstep2.html We recommend that you contact your financial adviser if you need any additional information or advice. Please visit us at www.momentum.co.za for useful tools to help you with general financial planning or to update your details. Alternatively, you can e-mail us at ********** for further information. Yours sincerely Alett Daniel Head: Client and Intermediary Services Momentum Reference: ********** 7222 Momentum, a division of MMI Group Limited, is an authorised financial services and credit provider. Registered address: 268 West Avenue, Centurion, 0157, South Africa

From: Eldette de Bruyn ********** Sent: Friday, 06 July 2018 5:45 PM To: … Cc: Floraine van Buuren Subject: HelloPeter complaint: Policy number ********** 7222 Dear Ms … Thank you for your response I received; my sincere apologies for not responding immediately. This matter has been discussed extensively with the various stakeholders and although I thoroughly understand your frustration, we have to realise that we now have to arrange for the reinstatement of the policy contract from paid up, to then activate the debit order accordingly, and to get the policy back to the position it should be in. The information I provided earlier does not distract from the fact that the policy is presently paid up, and whilst this is the case, the debit order will not operate accordingly. I do also realise that the full arrear amount is R7 500.00 and I therefore propose the following: We require premium payments for May 2018, June 2018, and July 2018. Would it please be possible for you to provide us with a payment of R5 000.00 - this will be allocated towards the premium payments for May 2018 and June 2018? If this is acceptable to you: • I will, on receipt of the R5 000.00, reinstate the policy from paid up • On 1 August 2018, we will then require an amount of R3 750.00; R2500.00 for July 2018 and R1 250.00 for August 2018 (half the premium) • On 1 September 2018, we will then require an amount of R3 750.00; R1 250.00 for August 2018 and R2 500.00 for September 2018 • On 1 October 2018, the premiums will be paid to date and the debit order can proceed to collect R2 500.00 for October 2018. (As I mentioned before, the paid up fee will be reversed.) I noted the content of the various e-mails that were sent to you, and this does not constitute the level of service we would like to extend to our clients. You are important to us, and I would like to assist you in getting your policy contract rectified. I hope to hear from you soon, Kind regards Eldette de Bruyn Client Care Specialist Client and Intermediary Interaction Tel +27 (0)12 ********** ********** www.momentum.co.za

This could be my final response to you... I do not appreciate the tone of your email. In the tenth anniversary of this contract you treated me unfairly and got my investment contract in an unpaid situation ending up in the policy being paid up and you have the guts to talk to me as if I did not pay my premiums when you know that you did not request execute the debit order from the correct account - you continue to treat me like a piece of ******* and you would not take accountability of your negligence, incompetence and inefficient processes! Over the past months I am the one who put a lot of effort to get to understand what went wrong and even after I indicated to you that you have messed up you did not bother to fix... everyone that was involved in this back and forth from your side (including your so-called "various stakeholders") got paid salaries for the job not done I put all the sweat for nothing now you want to penalise me the value of my investment?? Do not claim that you understand how I feel - I am not even frustrated i am disgusted! Your customer service leaves nothing to be desired, it is a disgrace to the financial services industry. You have damaged this decade long relationship so I do not want to entrust my future with you any further - you chose to get my policy in the paid up state, I accept it and would like to move on. However, I will not let you get away with further damages to my finances by robbing me the full value of my investment. You must own up to your mess and give me the full value of my investment - if you listened from the beginning you'd have realised that that is all I am DEMANDING, I have had enough!

This could be my final response to you... I do not appreciate the tone of your email. In the tenth anniversary of this contract you treated me unfairly and got my investment contract in an unpaid situation ending up in the policy being paid up and you have the guts to talk to me as if I did not pay my premiums when you know that you did not request execute the debit order from the correct account - you continue to treat me like a piece of ******* and you would not take accountability of your negligence, incompetence and inefficient processes! Over the past months I am the one who put a lot of effort to get to understand what went wrong and even after I indicated to you that you have messed up you did not bother to fix... everyone that was involved in this back and forth from your side (including your so-called "various stakeholders") got paid salaries for the job not done I put all the sweat for nothing now you want to penalise me the value of my investment?? Do not claim that you understand how I feel - I am not even frustrated i am disgusted! Your customer service leaves nothing to be desired, it is a disgrace to the financial services industry. You have damaged this decade long relationship so I do not want to entrust my future with you any further - you chose to get my policy in the paid up state, I accept it and would like to move on. However, I will not let you get away with further damages to my finances by robbing me the full value of my investment. You must own up to your mess and give me the full value of my investment - if you listened from the beginning you'd have realised that that is all I am DEMANDING, I have had enough!

How soon will you issue the revised document stating that I am entitled to the full value of my investment? I see further delay as infringement to my right to fair customer treatment and an impact to the performance of my investment! Will you act ethically and accept the consequences of your internal inefficiencies?

Eldette de Bruyn ********** Tue 2018/07/17, 6:07 PM ….; Floraine van Buuren  Dear Ms …. I was not in the office and upon my return today, I saw your e-mail message. My sincere apologies if you were dissatisfied with the tone of my e-mail message; I can assure you that I only have your best interest at heart. To suddenly realise that the status of your policy contract changed, must most certainly be very distressing, and I wanted to remedy this for you, as expediently as possible. The purpose of my e-mail message to you was to find the best and most affordable solution to the problem that was unfortunately created when the policy was made paid up. I would like to try and put the policy contract in the position is should be in. When a policy is made paid up, the policy remains an active policy; future contributions are just no longer required. This will unfortunately adversely affect the anticipated value of the policy, and I therefore provided a suggestion of how we could possibly alleviate this. This does not distract from the fact that the change in debit order details negatively contributed to the status change of the contract. I am in total agreement with the fact that the level of service that was extended to you, creates great concern, as you did enquire whether the debit order change was in time. The banking account details that are presently reflecting on our records indicate a bank account number that ends in *** 7217. Please note that retirement annuities are governed by the Pension Fund Act, and the proceeds of a retirement annuity can only be accessed as from the age of 55; I can therefore not yet provide you with the full value of your investment A retirement annuity thus assists in providing for your pension, and I can clearly understand that you want to preserve your contract. In an attempt to merely assist you with the reinstatement of the contract, and to maintain the anticipated value, I proposed a payment plan in terms of the payments required for May 2018 to July 2018. Could you therefore please re-look the proposed payments I mentioned in my previous e-mail message, dated 6 July 2018? You are a Momentum client, you deserve the service you are entitled to, and I would like to assist you in benefitting from your contract. I hope to hear from you soon, Kind regards Eldette de Bruyn Client Care Specialist Client and Intermediary Interaction Tel +27 (0)12 ********** ********** www.momentum.co.za Wed 2018/07/18, 4:44 PM Eldette de Bruyn Eldette Please help me understand how the change of banking details has gotten me in this mess. I have changed banking details before but I have never had same experience so excuse my lack of understanding of this point! Notwithstanding the fact that your system reflects the FNB account, you still repeatedly requested funds from Standard Bank - 'you' yourself have admitted it! Even if you didn't admit it, I would be surprised because my FNB account transaction records do not have even a single entry of a returned debit order. I brought the matter to your attention yet you failed to fix which shows that either you were eager to get me in this situation or you do not listen or you do not care!!! Unless you can furnish me with proof that you have requested funds from FNB this mess remains your responsibility and a proof that your processes are broken and you must own up to it - who attempts to debit an old account when they have the updated details! If you are sincerely apologetic and really want to help me like you say then you have to stop shifting the blame and accept what I tell you is the kind of help I want. On your letter (attached), you have indicated that "We charged a fee of R200.00 for the alteration. In addition, we reduced your investment funds by R13 010,16 to pay for outstanding sales fees on your contract." I want these penalties/charges to be waived - this is what I meant by demanding the full value of my investment. I know how RAs work and I am not requesting a withdrawal, I just do not understand why you should penalise me for your failure to do what you were supposed to do? You must pay for those "outstanding sales fees" not me - I have conducted myself honestly and honoured all my obligations... NMV…

Hi Eldette I am wondering if you have seen this message because I am waiting in anticipation for the help you promised! NMV

Eldette With reference to the telephone conversation we had a few minutes ago where you indicated that I have not given you a clear instruction regarding how I want to move forward on this matter, I am referring you to the email I sent you on Wednesday, 18 July 2018 4:44 PM... I will restate my instruction and reattach the "automatic contribution cancellation" letter that I have recently received from Momentum. You offered to help me so accept what I tell you is the kind of help I want... I want you to do the following two things, without **************: 1. keep the policy paid up since I do not want to continue this contract with you. 2. waive the R200.00 'alteration fees' and the 'R13 010,16 outstanding sales fees'. That is, pay back the R200 + R13 010, 16 into the policy and do not impose any other penalty whatsoever to this policy - these penalties are wrongfully imposed to the "NOT GUILTY" party! Add the loyalty bonus of 8,80% accordingly. Treat the 'offense' as your own account, as it is rightfully so! You have explained what these fees are for and I understand but as you have agreed with me these penalties imposed on me are not 'valid' (I am not the offender) because I did not go all out not paying my premiums, you did not follow my instructions to request fees from FNB but you requested from Standard Bank hence the debit orders were returned unpaid. Therefore, this situation is your doing so you must pay these penalties yourself (i.e. Momentum) and leave my policy in a paid up status. PS. I appreciate that you acknowledge on the phone that your team (call centre, etc.) have failed this contract and that the updating of banking details is part of the normal policy maintenance process that should be anticipated and responded to accordingly by a service provider so it could not be the cause of the situation that we are in. So I expect you to do the right thing - implement these instructions! NMV

No response to my email received. please send me the updated "automatic contribution cancellation" letter indicating that the penalties imposed on me incorrectly have been waived...

Eldette de Bruyn ********** Mon 2018/07/23, 12:21 PM Floraine van Buuren  Dear Vicky Our telephone call of this morning refers. Could I please ask you to respond to the following points: 1. The policy status is presently paid up. Would you like us to reinstate the policy from paid up? (If you agree to the reinstatement of the paid up status, the R200 admin fee and the R13 010.16 outstanding sales fee will automatically be added back onto your contract again) 2. If you agree to the reinstatement of the paid up status, we will require the payment of monthly contributions. Do we also reinstate your (new) debit order facility? 3. If you agree to the reinstatement of the debit order facility, can we deduct the full arrears (R7 500.00)? 4. If you do not agree to the deduction of the full arrears of R7 500.00, please indicate what amount we can deduct in terms of the arrears indicated on this contract at this stage? 5. Should you require the contract to remain as a paid up contract, we will require no further monthly contributions, and the investment fund will be reduced by R13 010.16 as was indicated in the endor*****t that was sent to you. 6. The policy will then participate in the growth of the underlying portfolio / s until the date on which you choose to retire. I honestly do understand your frustration. I can however only provide my sincere apologies in terms of the service failure that created this problem, but we have to decide on a plan of action that will remedy the situation going forward. In my last e-mail to you, I provided a possible solution to the problem, but unfortunately you did not provide me with a clear instruction as to the abovementioned points. Your instruction in terms of the aforementioned policy contract is therefore awaited. Kind regards Eldette de Bruyn Client Care Specialist Client and Intermediary Interaction Tel +27 (0)12 ********** ********** www.momentum.co.za

Eldette, is this what you're referring to as a response to my email? You are unbelievable! You wasted my time!! I made time to have a discussion with you on the phone, after more than 15min of you repeatedly trying to lure me to reinstate the policy and me repeatedly telling you that you the 10yr trust relationship that we have through this contract is broken and I do not want anything to do with it anymore you requested I send you the instructions that I repeated to you over the phone over and over again claiming that the last email did not have clear instructions.... you said you would only execute same after I put the instruction in a new email, now you say this? (you see why I asked you to call me on a recorded line?) - you are worse than all your other colleagues who failed to do what they were supposed to do! YOU ****... Let's meet in court.........bye for now

I really don't know what you want from me but i know that you do not want my business. because after i was treated so unfairly you made it a point that you make matters worse - playing with my emotions and pretending to not understand what I want... I explained to you what I want, too many times - so what do you want? R7500 + continued relationship with you will not heal the pain that you caused! I am giving you a better deal - waive the wrongfully imposed penalties and let's get from under each others skins...