1 reviews | Active since Jul 2009
No communication from Customer Services
<p>I submitted my paperwork to Momentum (Funds at Work) on 29/12/16 to withdraw my pension upon leaving my previous place of employment. I received a notification informing me that their client services would open re-open on 3 January and that the SLA for turn around of the withdrawal is 26 business days. I have however not received any further communication from Momentum and therefore I don’t know whether my withdrawal is actually being worked on or not as I don’t want to get to 26 business days post submitting only to find out my request hasn’t even been picked up at all. Some communication and improvement in customer relations is required as customers are left in the dark.</p>
Thank you for taking the time to inform us of your concerns. A representative from Funds At Work will be in contact with you shortly to discuss the matter.
Kind regards
CK
Thank you for taking the time to inform us of your concerns. A representative from Funds At Work will be in contact with you shortly to discuss the matter.
Kind regards
CK
I wish to confirm that I have called you but unfortunately your phone is not answered.
On the 3rd a work flow was created which means that the claim process started. There is unfortunately a termination in place which meant that the process had to be interrupted in order that we may obtain permission to continue with the claim. The relevant permission was granted and the claim process has continued. The claim payment should be finalised by the end of next week.
Please accept my most sincere apologies for the lack of communication.
Kind Regards
Sue
I wish to confirm that I have called you but unfortunately your phone is not answered.
On the 3rd a work flow was created which means that the claim process started. There is unfortunately a termination in place which meant that the process had to be interrupted in order that we may obtain permission to continue with the claim. The relevant permission was granted and the claim process has continued. The claim payment should be finalised by the end of next week.
Please accept my most sincere apologies for the lack of communication.
Kind Regards
Sue
Hi Sue
Thanks for your response, my comments are below:
1) I did not receive any calls whatsoever on the phone number supp**** when writing this post. If you got my policy number from the post then you should have my phone number as well - I also filled this in on my withdrawal form.
2) What does it mean when you say "there is a termination in place which meant that the process had to be interrupted in order that we may obtain permission to continue with the claim"
What termination? What does that mean? Where did you have to obtain permission from?
Please clarify?
3) When you say the claim payment should be finalised by the end of the week - again, what does this mean? When will I get my money? Also, perhaps someone could advise me how much I will be receiving?
I appreciate your communication but it is still not offering enough clarity and assurances to be honest.
Thanks
Hi Sue
Thanks for your response, my comments are below:
1) I did not receive any calls whatsoever on the phone number supp**** when writing this post. If you got my policy number from the post then you should have my phone number as well - I also filled this in on my withdrawal form.
2) What does it mean when you say "there is a termination in place which meant that the process had to be interrupted in order that we may obtain permission to continue with the claim"
What termination? What does that mean? Where did you have to obtain permission from?
Please clarify?
3) When you say the claim payment should be finalised by the end of the week - again, what does this mean? When will I get my money? Also, perhaps someone could advise me how much I will be receiving?
I appreciate your communication but it is still not offering enough clarity and assurances to be honest.
Thanks
Hi
I have called you, but your phone is off. I do have your telephone number.
A termination means that the company has cancelled the Fund with Momentum. This has to be sent to our legal department should there be a withdrawal, as the practise is that all claims are normally frozen during this period. As this would either be a liquidation or a transfer to another Fund and we are required to follow the correct process.
In this instance our legal department gave permission for the claim to be processed.
The claim will be paid into your account by the end of next week, so you will receive the money by the end of next week.
Once the tax directive has been obtained we will be in a position to confirm what the amount is that will be paid to you.
I will ask the administrator to call you once this has been obtained and confirm the amount with you.
I trust that the above clarifies the situation.
Kind Regards
Sue
Hi
I have called you, but your phone is off. I do have your telephone number.
A termination means that the company has cancelled the Fund with Momentum. This has to be sent to our legal department should there be a withdrawal, as the practise is that all claims are normally frozen during this period. As this would either be a liquidation or a transfer to another Fund and we are required to follow the correct process.
In this instance our legal department gave permission for the claim to be processed.
The claim will be paid into your account by the end of next week, so you will receive the money by the end of next week.
Once the tax directive has been obtained we will be in a position to confirm what the amount is that will be paid to you.
I will ask the administrator to call you once this has been obtained and confirm the amount with you.
I trust that the above clarifies the situation.
Kind Regards
Sue
Thank you, we will communicate with you once the directive has been received.
Kind Regards
Sue
Thank you, we will communicate with you once the directive has been received.
Kind Regards
Sue
The directive should be received by tomorrow.
The directive should be received by tomorrow.
The directive should be received by tomorrow.
The directive should be received by tomorrow.
Thanks, and the payment will still be by end of the week?
Thanks, and the payment will still be by end of the week?
Correct
Correct
Thank you
Thank you