Zero Service / Poor “Service Specialist”

I received a confirmation email on the 22nd of February stating I shall receive a letter once my claim has been finalized (Deceased claim on their Annuity products).

On the 28th of February I made a follow-up call and was informed by a “Service Specialist” that they are in the process of selling the investment and the funds should be released within a week or two. This is after going through the process of explaining and proving that the beneficiary has also passed away and that I’m the heir. Momentum requested a death certificate, my ID and my bank statement.

On the 7th of March I made another follow-up call and once again, informed by a “Service Specialist” that they’ve app**** for a Tax Directive…..Requesting to speak to a supervisor – I was transferred to Mr. D.

Mr. D informed me that Momentum will only pay into the estate after they’ve been provided a letter of executorship. I requested, and Mr. D confirmed, that he will provide me (on the same business day) with ALL the information and letters they require as well as reason and details of why Momentum requested MY documents (ID & Bank statement) if they are only going to be dealing with the Executor and in addition, why was I placed under the impression from the 28th of February that they will pay-out the annuity directly to the heir. I did not receive this information.

Since I did not receive anything from Mr. D, I phoned Momentum on the 8th and was placed on-hold whilst their “Service Specialist” will see if Mr. D is available. Needless to say – I eventually disconnected the call due to being placed on-hold. Still, I’ve not received an email or call-back.

Why request my documents and ask me to complete a beneficiary form if Momentum will be dealing with the executor? Why not inform me from the start and on the 28th inform me the process will be finalized within a week or two? Why commit to providing me with the details I requested and then disappear? Why have me follow-up, be placed on-hold and still no call-back? From the 22nd of February up to now – Momentum has not made any effort to initiate informing what they need to finalize this claim. The only time I’ve managed to get information out of Momentum was when I phone them.

And yes – still complete and utter silence from Momentum!