AK
Azam K
1 reviews | Active since Apr 2013
03 Feb 2020, 16:35
No response for weeks now on policy!
I have been calling the Momentum call centre for weeks now to get an answer on why I was short paid on my loyalty bonus when I opted to have my savings policy out at maturity (over and above the dismal returns on the policy). The call centre agents are unable to answer my question and always give the standard response that they have escalated to the Business Analyst (Ms. Du Toit) working with my policy and are awaiting a response and will get back to me in 48 hours. This has been going on for weeks now with no one responding or calling me back. Why am I not getting a response? Is there something to hide or is it just that you don't care? This is poor service from a financial services provider like Momentum.
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Replies (5)0
Replies (5)
Momentum (SA)'s replyOfficial
03 Feb 2020, 16:53Thank you for taking the time to inform us of your concerns. I am truly sorry for the frustration you experienced.
I will investigate and provide you with feedback as soon as possible tomorrow.
Kind regards
CK
I will investigate and provide you with feedback as soon as possible tomorrow.
Kind regards
CK
Momentum (SA)'s reply03 Feb 2020, 16:53
Official
Thank you for taking the time to inform us of your concerns. I am truly sorry for the frustration you experienced.
I will investigate and provide you with feedback as soon as possible tomorrow.
Kind regards
CK
I will investigate and provide you with feedback as soon as possible tomorrow.
Kind regards
CK
Momentum (SA)'s replyOfficial
04 Feb 2020, 10:44I am truly sorry for the frustration you experienced.
The matter has subsequently been referred to our actuarial calculations specialist and I will keep you informed of our progress on this matter.
Kind regards
CK
The matter has subsequently been referred to our actuarial calculations specialist and I will keep you informed of our progress on this matter.
Kind regards
CK
Momentum (SA)'s reply04 Feb 2020, 10:44
Official
I am truly sorry for the frustration you experienced.
The matter has subsequently been referred to our actuarial calculations specialist and I will keep you informed of our progress on this matter.
Kind regards
CK
The matter has subsequently been referred to our actuarial calculations specialist and I will keep you informed of our progress on this matter.
Kind regards
CK
Momentum (SA)'s replyOfficial
04 Feb 2020, 14:53Please refer to my e-mail correspondence.
Your initial inquiry pertaining to the loyalty bonus could unfortunately not be resolved as quickly as would be expected. Thank you for informing us of the frustration you experienced.
Due to technical difficulties the initial loyalty bonus included in the maturity value paid during January 2020 was reduced and did not represent the complete loyalty bonus. The necessary corrections has since been finalised and the remaining loyalty bonus has now been deposited into your bank account.
Kind regards
CK
Your initial inquiry pertaining to the loyalty bonus could unfortunately not be resolved as quickly as would be expected. Thank you for informing us of the frustration you experienced.
Due to technical difficulties the initial loyalty bonus included in the maturity value paid during January 2020 was reduced and did not represent the complete loyalty bonus. The necessary corrections has since been finalised and the remaining loyalty bonus has now been deposited into your bank account.
Kind regards
CK
Momentum (SA)'s reply04 Feb 2020, 14:53
Official
Please refer to my e-mail correspondence.
Your initial inquiry pertaining to the loyalty bonus could unfortunately not be resolved as quickly as would be expected. Thank you for informing us of the frustration you experienced.
Due to technical difficulties the initial loyalty bonus included in the maturity value paid during January 2020 was reduced and did not represent the complete loyalty bonus. The necessary corrections has since been finalised and the remaining loyalty bonus has now been deposited into your bank account.
Kind regards
CK
Your initial inquiry pertaining to the loyalty bonus could unfortunately not be resolved as quickly as would be expected. Thank you for informing us of the frustration you experienced.
Due to technical difficulties the initial loyalty bonus included in the maturity value paid during January 2020 was reduced and did not represent the complete loyalty bonus. The necessary corrections has since been finalised and the remaining loyalty bonus has now been deposited into your bank account.
Kind regards
CK
AK
Azam K's updateReviewer Update
04 Feb 2020, 19:55Thank you to CK for resolving my issue. I appreciate the quick response. However, I am disappointed that it had to take a complaint on HelloPeter to get feedback and something that can be resolved within one day. That should not be the case, Momentum needs to work on giving timely feedback to clients, even if the issue is still in progress.
AK
Azam K's update04 Feb 2020, 19:55
Reviewer Update
Thank you to CK for resolving my issue. I appreciate the quick response. However, I am disappointed that it had to take a complaint on HelloPeter to get feedback and something that can be resolved within one day. That should not be the case, Momentum needs to work on giving timely feedback to clients, even if the issue is still in progress.
Momentum (SA)'s replyOfficial
05 Feb 2020, 09:02I am pleased that your concerns were addressed to your satisfaction in the end.
Thank you for the constructive feedback provided. It is regrettable that we could initially not provide you with the necessary feedback and information within an acceptable time frame. Hence we take your feedback seriously and view this as a learning curve which will change the way we provide client service going forward.
Kind regards
CK
Thank you for the constructive feedback provided. It is regrettable that we could initially not provide you with the necessary feedback and information within an acceptable time frame. Hence we take your feedback seriously and view this as a learning curve which will change the way we provide client service going forward.
Kind regards
CK
Momentum (SA)'s reply05 Feb 2020, 09:02
Official
I am pleased that your concerns were addressed to your satisfaction in the end.
Thank you for the constructive feedback provided. It is regrettable that we could initially not provide you with the necessary feedback and information within an acceptable time frame. Hence we take your feedback seriously and view this as a learning curve which will change the way we provide client service going forward.
Kind regards
CK
Thank you for the constructive feedback provided. It is regrettable that we could initially not provide you with the necessary feedback and information within an acceptable time frame. Hence we take your feedback seriously and view this as a learning curve which will change the way we provide client service going forward.
Kind regards
CK