Unacceptably bad customer service on gym visit query

Hi Peter

On 7 January I sent an email to Momentum Multiply stating that me and my wife's gym visits, used to calculate our gym payment, are incorrect and therefore our gym payments are higher than it should be.

Some statistics on this issue: 1. The first reply from Multiply was on 13 January, 4 working days later. 2. After various emails to and fro, this issue is still not resolved on 27 Feb.

3. Since my 2nd last email to them on 8 February, I have not received a reply from them yet, except for the automated reply stating that they will respond in 48 - 72 hours.

4. I logged two complaints on the Momentum website, on which I received no more than the automated response confirming my complaint.

5. How ironic, on 11 February I received a "How did we do" email from *** with a link to a survey on their service. I completed the survey and gave them a bad rating. Looks like the are not listening after all, since I got no response on my survey.

6. Of the 5 email replies I received from Multiply on this issue, all five were from different people, meaning that there is no ownership on their side and no continuity.

7. In one my emails (4 February) I told them that I am going to log this issue on Hello Peter, but I assume that didn't concern them.

I am frustrated and highly disappointed with Momentum Multiply's service. - They are not able resolve a simple query like this in almost two months and then they leave it hanging in the air by not responding my my email or complaints.

If this is an indication of how they treat all their customers, they will soon not have any customers left.

I decided to log this review on Hello Peter out of frustration of not getting any further response from Multiply. Maybe they'l give more consideration to a bad Hello Peter review than to actual customers.

Thanks for this platform Piet du Toit