URGENT ESCALATION: Appalling Service, Deliberate Work Avoidance, and Unprocessed Paid-Up Benefit Claim

To Momentum Corporate Client Services Management and Escalations,

I am writing to formally escalate a deeply frustrating and unacceptable experience regarding my request to process a paid-up benefit withdrawal. As someone who was retrenched on August 6th and currently has no income to support my children, the lack of empathy, incompetence, and deliberate work avoidance I have experienced from your contact center is appalling.

Below is the timeline of events regarding my claim, which has still not been resolved despite my relentless follow-ups:

Background: I initially submitted documents in July/August, which were incorrect due to a two-part withdrawal limitation within the financial year. I have since secured the correct documents for my paid-up benefit from a previous branch (under the same company) and submitted them on September 1st. September 1st & 2nd: I emailed the correct documents to *** and ***. I did not receive an automated reference number. Over these two days, I called your center multiple times. I was told to resend the emails, and later advised to try a different mailbox. I sent two additional emails via my Outlook account. I still received no reference number and no confirmation of receipt.

September 3rd (Today) at 14:38: I made my fifth phone call to Momentum regarding this exact issue. The consultant who answered failed to properly verify my details. When I explained that I am unemployed and urgently need this claim processed, she showed complete apathy.

Refusal to Assist: Instead of making any attempt to manually search for my emails on your server—a standard capability I know exists within your systems—she brushed off my concerns entirely. She insisted that my only option was to print the documents and submit them physically. I explained that as an unemployed mother, I do not have the financial means to print documents or order an Uber to a branch. She dismissively stated she "doesn't have a solution." Deliberate Work Avoidance: Out of sheer frustration with her nonchalant attitude, I requested to speak to a supervisor. She told me to stay on the line, placed me on hold, and the call conveniently dropped less than 30 seconds later. I was never called back. In any contact center environment, dropping a call on a customer and failing to return the call is considered deliberate work avoidance. Please note: I have a full recording of this interaction.

It is disgraceful that a financial institution trusted with people’s livelihoods employs customer service representatives who clearly do not care about clients in financial distress. I am trying to claim what is rightfully mine so I can feed my children, and instead, I am met with roadblocks, dropped calls, and a total refusal to investigate an IT/email routing issue on your end.

I request the following immediate actions: A senior manager or supervisor must contact me directly to resolve this claim.

Your IT or back-office team must manually trace the emails I have sent to both addresses between September 1st and September 3rd.

The call recording from 14:38 today must be pulled, and disciplinary action must be reviewed regarding the agent's deliberate work avoidance, if you need the recording, I can gladly share it.

I expect a prompt response with a clear resolution. If this is not resolved urgently, I will escalate this matter to the Pension Funds Adjudicator and the relevant financial ombudsman.