PATHETIC Service from Momentum Multiply

I've been with Multiply for more than 5 years, only to get a slap in my face from October 2018.

I sent my 1st enquiry to Multiply on 27/10/2018 wanting to know why my gym premium almost tripled from R293 to R794.40 (which is absurd) in October 2018. Today is the 26th of November, and I am still waiting for feedback, after following up numerous times.

From what I can remember, Momentum's turnaround time is 48 hours. Is this the type of service that ex-staff members receive? I was informed by one of the Consultants that a decision was made that ex-staff members will be taken off the benefit that used to apply to them. My first question was, who informed me regarding this?

Another Consultant responded by saying that communication was sent to me in September, informing me that the benefit will be taken away from October 2018. I then requested proof of this, and to date, no one has feedback. Three other Consultants(after I was the one following up) stated that the back office is investigating, and that feedback will be provided. All these Consultants claim that the back office is investigating this, but surely, if correspondence was sent to me, then a copy of the correspondence sent, should be on system. I can't possibly understand what could still be investigated.

My presumption is that there is no correspondence that was sent to me, hence no one is bothering to give me feedback.

I've requested for the difference in what was not supposed to be deducted to be refunded to me, and have also asked that my premium be taken back to the original premium, as no one informed me regarding this increase. I've also asked for the manager to call me to discuss this, as the Consultants are failing to assist. The last email I received(again, after I was the one following up) stated that if the back office team does not sort out my enquiry, then a manager will call me. I'm still waiting for the manager's call.

On another note, assuming that communication was sent in September 2018, informing me that the increase will apply from October 2018, does Momentum Multiply think that's enough time for one to find another rewards programme, where one will not first be required to earn enough points to qualify for a descent percentage off. It will take me at least 4, if not 6 months, for me to qualify for a descent rate with another rewards programme.

I hope Multiply does not deduct the increased premium again from my account this month, as I did not consent to this.

What happened to TCF? The service is pathetic.