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Marne L

1 reviews | Active since Apr 2013

02 Feb 2021, 08:14

Multiply refund and pathetic service

I sent in my cancellation letter for medical aid, gap cover and multiply 30 November 2020. on 1 January 2021 Multiply deducted a premium of R372. I phoned 4 January and the service agent promised me my refund on 11 January 2021 and apologized for the inconvenience. After 2 weeks of not reeving my refund, I phoned again on 19 January - the lady said she will follow up with the agent working on my case. Today - 2 February I phoned once again - only this time Maria ( agent who answered ) did not even ask my ID number or ANYTHING to check my case - she simply said that they are behind on refunds and I will simply have to wait. This is unacceptable. You should not have taken my money for January in the 1ste place and now I am struggling to get my refund and your employees have a bad attitude and no willingness to help. Makes me glad I cancelled.

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Replies (3)
Momentum (SA)
Momentum (SA)'s reply02 Feb 2021, 09:42
Official
Thank you for bringing this unfortunate situation to our attention. We always aim to deliver the best service and unfortunately you did not have a positive service experience. Please allow us an opportunity to investigate this matter and we will be in contact with you soon.
Momentum (SA)
Momentum (SA)'s reply02 Feb 2021, 13:29
Official
As per our e-mail correspondence, the refunds have now been processed. 
ML
Marne L's update03 Feb 2021, 08:38
Reviewer Update
Around 10 yesterday morning I received a phone call from Momentum, spoke to Suresh Moodey - he apologized to me and said that is working on my case and that he would have it sorted by end of business yesterday. I received an email confirming this within minutes after our conversation ended. At 13:35 I received another email saying my cancellation and refund is processed with proof of this attached. My money showed this morning in my bank account. Thank you Suresh and Antoinette Brand for helping me and sorting this out so quickly and being kind and helpful. More employees could learn from you.