My experience with the pension fund has been deeply disappointing and frankly alarming for an institution responsible for people's long-term financial security.
I have had an unresolved query pending for over 90 days, receiving no meaningful feedback, urgency, or ownership from any representative. Despite multiple follow-ups, emails, and attempts to clarify required documentation, I have faced silence or generic responses that fail to address the issue. What troubles me most is not just the delay, but the complete lack of accountability. No one has taken responsibility for resolving the situation, escalating it, or even providing a realistic timeline. For a financial services provider managing pension funds — crucial for people’s futures — this service level is unacceptable. Professionalism, responsiveness, and transparency are essential in this field. Unfortunately, my experience showcases the opposite. Customers seem to be left chasing endlessly for help, with no assurance that their concerns are being competently addressed.
I had anticipated much better from a well-established financial institution. Regrettably, I cannot recommend this pension fund based on my experience. I genuinely hope management reevaluates their internal processes and customer service culture, as this is not the standard clients deserve.
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Momentum provides financial wellness products & services in South Africa including medical aid, Multiply, retirement annuities, investments & insurance
