Searching for every loophole that doesn't benefit the client

Good day

I have a Momentum Multiply policy, MM ********** 25. My wife and myself are on this policy, along with my children as well. On 26 September 2018 we received an e-mail stating that because I am no longer a Momentum employee, my staff benefit will be coming to an end and that the gym benefit will end on 30 September 2018.

On 28 September 2018 we received a follow up email stating that Momentum will be extending the staff gym benefit until 31 December 2018 for myself and my wife. The email also stated that we could "choose a device for free", provided with cancelled the gym benefit. An application form pertaining to these devices was attached via a link which I duly completed and sent through. Momentum acknowledged in these emails that I'm no longer staff and that I'll still qualify for a free device both for myself and "qualifying partner", my wife.

After sending this through (the form), I received communication from Multiply saying I don't qualify because I am no longer staff (this was already acknowledged in the emails sent to me). Mind you, they had proceeded to cancel the gym benefit as per the completed form. So I escalated this matter to Jeanette Broodryk who is the device manager at Momentum Multiply and was contacted telephonically by John Magato (solutions manager) thereafter. I informed him that the communication received from Momentum acknowledges that I'm no longer an employee and that I can still choose a device for myself and my qualifying partner. All I want, as I have mentioned to Momentum, is for them to adhere to the communication they have sent me and give me the free devices as promised to me and my wife as per the emails sent to us.

As per outcome number 5 of TCF principles: Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect.

Stop making excuses. You sent me the communication confirming I'm no longer staff, the follow up email confirmed that you're extending the deadline and that I can still choose a device for myself and my wife. I've completed the form as per your instruction. But, you choose to adhere to only what benefits the company, i.e cancelling the gym benefit, and not to what benefits the client, i.e adhere to the completed form and give me the devices as promised. What you are doing is non compliant with legislation.

I can provide you with all relevant communication between myself and Momentum.