Atrocious Customer Service Delivery
My parents are pensioners. I’m 2021 they belonged to Bonsave plan. Their contributions were partially paid by Momentum and my parents paid the difference every month. In 2022 the decided that they would change their plan to Primary Select. We received a membership certificate stating the Bonsave membership ended December 2021 and the Primary Select starts 1 Jan 2022. The Primary Select is fully covered by Momentum and my parents no longer have to pay in any amount. Much to my parents surprise they received a sms stating that the account is suspended andd they owe an amount of R607. I called customer service on the 18 Jan 2022, spoke to Reagan and stated he would escalate the call to credit control. I have the reference no. For 7 days we received no call or email regarding the query. I emailed credit control on the 25 Jan and asked if the query has been resolved and received yet another reference no. Yet no call or email stating the status of the account. Later in the week all my mom received was an email stating that the account is no longer suspended. We received no other communication regarding the account. We thought the matter was resolved, only for my mom to get another sms stating she owes money and the account is suspended again. I emailed credit control and queries dept again. Received another set of reference no’s. This time we received an email from membership maintenance stating that they haven’t received any payment for Jan and that they have temporarily lifted the suspension until proof of payment is received. So now I’m asking why are they waiting for payment when Momentum pays the contribution directly and the amount is enough to fully cover the contribution. I replied that explanation and stated that if they do not understand to please call the member directly. We are still waiting for any form of feedback. This is ridiculous and I am beyond frustrated when your agents are unwilling to assist or provide you with someone higher to liaise with. I do not want more reference no’s I want this matter resolved. My parents are pensioners, on chronic medication, who is going to take responsibility if something happens to them due to administrative errors.