PAYE deduction from Annuity

I phoned Momentum Employee Benefits on 25 March 2024 to query my PAYE deduction that was considerably lower than the previous month (From R1002 in Feb, to R215.46 in March). I don't trust such a huge drop, as the tax rates and thresholds did not change for the 2024/5 tax year. The agent said he would refer this to Finance department, and he confirmed the turnaround time is 48 hours. If I don't get a response in 48 hours, I should call them again (?). I called back 3 days later (28 March), as I had not had a response. 3 minutes into the call, the call was dropped. I called back. The agent told me that they will email me a response. On Monday 9 April 2024 I sent an email to Momentum Employee Benefits Customer Services, and copied the complaints department. I also copied the the Administration Manager, and the CEO. No response yet, 3 days later.

As a retired employee of Momentum, I deeply regret keeping my retirement funds with Momentum, my loyalty to the company was certainly misplaced.

I have seen the responses to other complaints on here, and it is a stock standard reply, without commitment to when the query will be attended to. Has bad service simply become the norm?