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Gavin C

1 reviews | Active since Aug 2012

19 May 2026, 19:55

No response to emails or call backs from enquiries

I have a Momentum RA which I would like to retire. I was advised by a consultant that I could withdraw the full amount. I then completed the form. i then go a reply advising that I could only withdraw 1/3. I completed the form and submitted again and requested that they please transfer the 2/3 to a living annuity. I called the call centre to ask if they could please get someone to call me to setup a living annuity for me to transfer the 2/3 of RA to. The other 1/3 should go to my bank account. I have sent numerous emails and call requests but nothing seems to happen. It is very worrying that Momentun has such a terrible rating. I am not sure if it is best for me to actually go to the Momentum office in person.

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Replies (7)
Momentum (SA)
Momentum (SA)'s reply20 May 2026, 10:59
Official
Dear Gavin
Thank you for your message.
I have escalated your complaint to the Wealth escalation team for further investigation and assistance.
Kind regards
Mvdm
GC
Gavin C's update27 May 2026, 15:56
Reviewer Update
I am still very frustrated with Momentum, I would never have taken out this RA if I had know what poor customer service they provide. I am still trying to retire my small RA. Every time I get asked to complete a form and submit it, I then get a reply from a different consultant, and it is not possible to call and speak to them. I was advised yesterday that I needed to complete the non advisor form, sign in wet ink and return, as the previous form I signed electronically. I went this morning and printed the form, signed and emailed back. I then got a one liner later this afternoon from another consultant advising that they did not need the form as I already don't have an advisor. The slow responses and poor service that Momentum provides is as bad as the service delivery we have in this country. I am sure Old Mutual and other companies don't operate like this. If Momentum are going to offer email only support then you should at least only have to deal with one person and they should have an email you can respond too. Mine is very simple, cash out 1/3rd to my cheque account and put the other third into another Momentum account that pays me out ever month as i am not able to draw out all my funds. If I had known that I was not able to withdraw all my finds I would never have take out this policy.
Momentum (SA)
Momentum (SA)'s reply28 May 2026, 08:29
Official
Dear Gavin
Thank you for your message. I am really sorry for your experience.
I have again escalated your complaint to the Wealth escalation team to assist you.
Kind regards
Mvdm
GC
Gavin C's update10 Jun 2026, 09:42
Reviewer Update
Shortly after receiving this response I received the 1/3rd paid into my bank account.
I am still not sure what has happened to the other 2/3rds which was meant to go into a retirement income policy.
It seems like I only get replies to emails after I go onto this platform.

I have been emailing for the last three days for an update, and if any further info is required from my side.
There is still nothing reflecting on my profile, so I have no idea where the funds are and why the policy has not been set up.
This is very frustrating and annoying, a short reply with an update from one of my emails would have been great.
I trust that I will get a response today.
Momentum (SA)
Momentum (SA)'s reply10 Jun 2026, 09:59
Official
Dear Gavin
Thank you for your message. 
I have again escalated your request to the Wealth escalation team for further assistance.
Kind regards
Mvdm
GC
Gavin C's update15 Jun 2026, 12:19
Reviewer Update
I am happy now that everything was sorted out once I was dealt with by Tammy Arendse at Momentum. I am grateful for her assistance
Momentum (SA)
Momentum (SA)'s reply15 Jun 2026, 12:22
Official
Thank you so much for taking the time to provide us with your feedback, Gavin, we are glad that you have been assisted and will inform Tammy and her management team accordingly.