Shocking staff attitude and terrible service

18 months ago I changed my personal details with Momentum. I followed up and last week and found out that they had never actually changed any of my details.

Regarding another matter, I spoke to Polly in the Investo Call Centre on Monday about a request I had sent in last week. I was told that there was a staff function last Friday so my request had not been dealt with and they will work on it on Monday. She PROMISED me that she will keep me updated. I have not had one call or email from her since I spoke to her on Monday. When I call back, she is either busy on a call or not taking calls. I have therefore had to resort to speaking to any consultant that takes my call and the service has been atrocious. Every one of them promises me that they will follow up with Polly as she is the one that has been dealing with my request. "They will get her to call me, email etc etc etc. " BUT NOTHING.

I now called again and spoke to a gentleman who said that the matter had been finalised, but low and behold they are processing it to an account that has been closed for over 14 years. He refused to put me through to anyone senior and said I "must not worry" as it will be rectified. He said that there was nobody I could speak to and that I can only speak to someone in their calls centre - his words were, " You can only speak to us in the Call Centre".

This has been the most awful experience and I am happy that once this has been finalised I will never have to deal with them again and I will certainly NEVER recommend anyone to Momentum.