Momentum
Reviews and Complaints

I have emailed accounts and requested the recording when I spoke to a consultant regarding the payments of these account. I only receive emails that states someone will get back to you within 3 working day. This is july - first email was sent in may. Rupert nel - member number is [protected] - auth125526811, account are not paid and I was told by the consultant all accounts will be for further treatment relating to this incident as long as the auth no is stipulated..
Health4me cannot be called as they do not answer their phones unless you go through service provider option and their whatsapp line is useless.

I've resigned with previous employer Rieks Towing on the 29th of April. Logged my instruction to pay out funds at work on the 6th of May. Phoned on the 28th of May to finds out if all in order with momentum customer service at momentum funds at work call centre. On the same day (28th of May 2021) I've sent through my divorce decree documents which is pages long to [protected]@momentum.co.za and on the 31st of May again to [protected]@momentum.co.za and [protected]@momentum.co.za. Up until today the 29 of June 2021, no feedback has been given to confirm if all in order and if the divorce is binding or not binding, which it isn't! After numerous calls speaking to so many consultants, I think they know who I am by now, could not assist in giving any feedback or even get any info from the case administrator or supervisor or manager! I can give names of who I spoke to but they are not the people in the case department to assist or give any feedback but they followed up numerous of times and no one comes back to you after promising to phone and just give feedback on what's happening! It's been 5 weeks up until now and still not one word or reply to my email and a phone call to confirm! As far as I know Adelle Landsman is my case administrator, I sent an email this morning 29th of June and not even a reply to tell me that they will look into it! Why taking so long to go through a 9 page document to confirm that the divorce is not binding and after 5 weeks still not one word of we are processing the case and sending it through for payment. Nothing has been done as some of the consultants has confirmed and was taken over by Adelle. But can someone just provide feedback and tell me how long it will take to process payment?

Regards
Deziree du Plessis
Tel:[protected]

SR026627878 - IHLEIN LB outstanding tax certificate
My mom died September 2019 and Biderlack (my broker) informed Momentum immediately. However by June 2020 I had not received a tax PAYE and after writing about ten mails received a letter. Forwarding this to my accountant and tax consultant they warned me this is not acceptable. In October I contacted Momentum directly and received the same letter again. The Receiver In Windhoek rejected it and with a letter I visited the Windhoek blanch. After 2 hours waiting and realizing there is no Momentum consultant present Heinrich wrote some letter to Mrs Wemmert etc, etc, Although I wanted to wait for PAYE they told me go home it will be send PER MAIL. Again no response was forwarded and when I started mailing again the same faulty document was send to me for the third time although I had scanned the Receiver of Revenue letter and an old Paye of 2019 explicitly show what I need. Up to know this matter is still outstanding and I cannot deregister my deceased mom due to incompetence and unwillingness to show professionalism. Please help me urgently as they do not want to.
Regards
Mrs H B Spinas
(daugher and trustee of LBA IHLEIN)

I can not submit my 2020 (which is now very over due) tax return because SARS efiling gives me the message that because there was a tax directive issued for the transfer of my RA from Momentum to another insurance company there has to be a IT3 issued for the lump sum. I have requested this IT3 over 20 times. I can only request it form the clientcare portal but they do not understand what i am asking (showing that the people hired to deal with the public does not actually know anything about the processes and is very frustating) I was then told after a very heated phone call that they will ask the tax department, that was 2 months ago and i have had no feed or IT3 issued in this time. I truelly do not know what to do anymore.

Regards,
[protected] - Client: MS L STORM -

Client had accident in August 2019. It was Sandblasting & Side Door claim. The Panelbeater MOTORWORX did not repair vehicle; Parts where never ordered or replaced! The Panelbeater forged clients signature to get vehicle signed off and get paid byMomentum Claims Department. Claims Department paid the Panelbeater without Assessor confirming vehicle repairs are up to standard. PB then decided to use same vehicle to transport their own Equipment illegally and damaged vehicle even further! Police was informed of misuse of vehicle. Then PB (Motorworx) went bankrupt and closed their doors. Because vehicle was never fixed up to Assessors and client standard, Momentum Claims Department requested Quote from well established PB. Now Momentum Claims decided to rather pay Cash In lieu and only replace other items, which should have been replaced by first PB Motorworx. Now client is unhappy with Repairs, because Momentum Claims is not adhering to their first agreement - repairing and replacing damaged parts from original Claim and also damages incurred by illegal use of Motorworx PB!

10 years ago i left a company and did not withdraw my Provident Fund, I Still have the withdrawl claim form.Im struggling since last year, calling almost everyday.

Not one of momentum staff could help or assist or advised what to do with regards to my Unclaimed Provident fund.

They only checked and said no details of me being a policy member on their system.no proof of my 3 and a Half years of contributions.
Seriously!You People are Rediculous
My Own Money, Not Yours...
And i must be out there looking like A tracing Agent
To trace my own money.
Honestly i will never recommend Momentum

I Just want whats Rightfully Mine,
You People Lack Empathy, Take pride in what you do Maybe then your service will be of good use

05/04/2020, 09:48 - Messages to this chat and calls are now secured with end-to-end encryption. Momentum Health may use another company to store, read and respond to your messages and calls. Tap for more info.
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25/08/2020, 08:31 - Yolande Victor: morning
25/08/2020, 08:33 - Yolande Victor: 910950063
25/08/2020, 08:34 - Yolande Victor: I'm so disappointed in momentum that I want to move to a different medical aid
25/08/2020, 08:35 - Momentum Health: Good day Yolande Victor

How may I assist with membership

Thanks
Enhle
25/08/2020, 08:35 - Yolande Victor: The hospital just informed me that a bill of last year is still not pyed
25/08/2020, 08:35 - Yolande Victor: more than a year ago
25/08/2020, 08:36 - Yolande Victor: Because of a code that is not matching but is the same code
25/08/2020, 08:36 - Yolande Victor: Ref 381179336
25/08/2020, 08:37 - Yolande Victor: ref 389703968
25/08/2020, 08:37 - Yolande Victor: IMG-20200825-WA0006. jpg (file attached)
This bill is more than a year old
25/08/2020, 08:38 - Yolande Victor: This is not the first time. Momentum struggling with payment and I pay my medical aid every month
25/08/2020, 09:20 - Momentum Health: Good day Yolande Victor

Please note the service provider submitted with code 77550 which is not a valid tariff code.

The practice was to amend and submit an updated account for processing.
25/08/2020, 09:25 - Yolande Victor: So will this account be paid now by the medical aid?
25/08/2020, 09:25 - Yolande Victor: They did updated it but still no payment
25/08/2020, 09:26 - Yolande Victor: 18/07/2019 Phoned the medical aid - Noshihle - REF: 381179336 explained that code 77-550 is the same as code 58-550 just different practice number. She refer this back to the claims department as code 77-550 is not loaded on the system.

26/09/2019 Phoned the medical aid - Molly - REF: 389703968 - refer back to claims department - code not on the system - nothing she can do.

11/10/2019 Follow up e-mail send to medical aid for feedback

28/10/2019 Follow up escalation send

12/11/2019 Follow up e-mail send for feedback

24/01/2020 - resend escalation email to fund

03/02/2020 - Follow up e-mail send for feedback

02/03/2020 - follow up e-mail send to fund
25/08/2020, 09:26 - Momentum Health: Do you know if the amended account was sent?
25/08/2020, 09:27 - Yolande Victor: I dont think they can just change the codes?
25/08/2020, 09:28 - Yolande Victor: 195343000097. PDF (file attached)
195343000097. PDF
25/08/2020, 09:28 - Yolande Victor: This was the account originally sent to the medical aid
25/08/2020, 09:29 - Yolande Victor: It is more than a year old and no one seems to want to resolve this issue
25/08/2020, 10:11 - Yolande Victor: Is someone still there?
25/08/2020, 11:35 - Momentum Health: Apologise for the delay

Kindly note we nee the hospital to send us a paper claim with the updated code that is valid,

once valid code is received we will be able to forward to our claims department for review,

Thank you
Precious
25/08/2020, 11:43 - Yolande Victor: code 77-550 is the same as code 58-550 just different practice number
25/08/2020, 11:43 - Yolande Victor: Can you refer me to a manager with this situation
25/08/2020, 11:44 - Yolande Victor: because we keep getting the same feedback
25/08/2020, 11:45 - Yolande Victor: If the code is not on the system surely, you can see the account must still be payed
25/08/2020, 11:48 - Momentum Health: Kindly note that in order for us to be able to process claim the code used need to match our codes,
if it does not match we can not process claim.

Thank you
25/08/2020, 11:55 - Yolande Victor: Is there not someone with higher authority that can help?
25/08/2020, 11:59 - Momentum Health: Please note the same feedback will be given as we cannot process a claim with an invalid code.

21/5/2020 -SEND TO [protected]@momentum.co.za :

I forgot my log in details and tried resetting it via your online portal however, it seems like an error accrues when I need to submit my ID number for assistance.

Kindly advise ?

14/06/2020-2ND EMAIL SEND TO [protected]@momentum.co.za, hlengiwe.[protected]@momentum.co.za.

Please see email attached send to [protected]@momentum.co.za last month, no feedback was received in this regard.

Kindly advise urgently.

Dear Momentum Health,

I have been a paying customer for approximately 2 years.

I paid R200 into a health saver that is a compulsory by product of the hospital plan.

I purchased a Fitbit to gain rewards. I exercised very hard for my rewards.

One day I submit a claim. I received a detailed statement indicating that the payment was made, complete with a payment made date.

2 months later the claim is still not paid to the service provider. The service provider contacts me and inquires about the payment that they cannot find in their statements.

I inquire and find out that Momentum's system says the payment has been made, but it has not been released. There is a lack of banking details.

These details are on the invoice I submitted.

WHY DID MOMENTUM NOT INFORM ME/ THE SERVICE PROVIDER THAT THEY REQUIRED EXTRA INFO TO CONFIRM THAT THE BANKING DETAILS ARE NO BOGUS?

I try to find out from the Vuyo, the lady assisting me over the phone, what we could do so that the service provider can be paid.

1. Service provider must send a mail asking to be paid, then Momentum will send forms that should be filled in, in order to confirm their (service provider's) banking details.

2. Me, the member, should directly pay the service provider, and ask them to email moment at [protected]@momentumhealth.co.za, asking them to reimburse me, (the member), as they (the service provider) has been paid by the member.

I go on to inquire about the next invoice that this service provider will send me, that i will send momentum to claim, What will the best way to go be...So that this won't happen again.

Answer: I can't claim from my health saver - because I am not an active member member. I cancelled my Momentum health in Dec 2019.

The will only pay out the remaining money after 6 months.

My Momentum Financial advisor, did not let me into this secret.

So now I ask how much money is left in the account, I know how much I saved by paying R200 every month.

I also earned extra money as awards (booster) from momentum, for being a platinum member (which involves going for medical checkups, and filling in quizzes provided by momentum) and exercising.

I learn that these rewards is now not viable anymore, because I am not an active member.

WOW - Momentum REWARDS me, for complying, working hard on my side, and TAKES IT BACK because my circumstances changes.

How is that for PUNISHMENT?

So,
I have diligently paid my medical hospital plan, not claiming once.
I have diligently paid my health save amount of R200 monthly, and the one time I claim, the payment is not made and no one informs me.
Instead I am mislead because I receive a detailed statement, stating that the payment is made.

I will have to wait 6 months for the money I have actually saved over 2 year's time. I cannot make any more claims.

I am punished for cancelling my membership, in that my rewards (in money value) is taken away from me.

My budget went through the roof, as I was not expecting to have to pay out of my pocket for the claim I submitted. I mean, the service provider has been waiting more than 2 months...it is just right to pay them...so I bear this inconvenience on behalf of momentum.

I am very disappointed in momentum.
Ethically I feel that this process, and what is happening here, is WRONG.
The small fish in the sea drowns, while momentum earns interest on my money, and I have to wait 6 months to get what belongs to me.
in the mean time I have to pay bills, whilst the money I did save to pay these bills, are stuck in an account.

Well done in looking out for your members.

The words are SIES MAN.

Truly and honestly disappointed to say the least.

Sincerely
Arista Botha
[protected]
arista.[protected]@gmail.com
Deactivated member number: [protected] 

Momentum support women abuse

Hi, I was in bar drinking and went with people to guest house. The next morning when I woke up, my car jewelry were gone. I went to pharmacy to get tablets for HIV and Tracker recovered my vehicle. After Momentum investigated my incident they cancelled my whole policy to say I was dishonest. I have been claim free for many years, after my incident my husband's Polo got stolen so if they cancell the policy they don't have to pay any claims.

They cancel my policy from 25 November and deducted a full premium on the 26 November and still added a product in December and deducted my money. Why did they did not then say I was dishonest.

I gave them proof of the Tracker reports, the Guest house I slept in, the pharmacy that inspected me.

Momentum allows women to be abused and the go and cancel their policies. And all insurance companies say no they can't help me because I was cancelled. So I am driving around with a bank owned vehicle without insurance.

Please help me to publish this story, insurance companies come awy with murder. I have all my proof.

i spoke to DU PLESS the financial advice about take out my fund from retirement, yet he did explained the procedure, but also asked if if they can charge me for the fund i greed with charge and later he change now, after i provide them my account detail there tell me about section, this is my contact number [protected] policy ref [protected] my Phumzile Mthimkhulu
i want close my investment

Good day I have been dissapoint Ed with the way momentum is handling my provident fund claim I have retired a year aho and my employer sent the provident fund claim forms and it has taken over a Month now and I have been calling everyday finding out about the progress of my claim and everyday it's a new story that is being explained to me and the people who are handling the claim they don't even bother to check their emails because every I call I'm the one who actually tell them that my employer sent emails on which date and then they decide to check after I have told them that an email was sent and this is leaving me worried because I have left a company a year ago and they keep on telling me that they are waiting for my employer to confirm exit date of which every little document they asked for has been sent, I demand answers to my claim and I need it to be paid out within 48 hours as momentum says they claim takes up to 26 days and I've gone past that, here is my number [protected] and I won't stop sending messages until I get answers

Good day

We have a client that has retired from his current employ and wishes to transfer his existing Funds at Work Provident Fund into a Stanlib Provident Fund Preserver.

I sent my 1st email containing all the docs to clientcontactcentre@momentum.co.za on 23 September 2019.

I havent received 1 email back from Funds at work, we don't know where in procces this transfer is or has the procces even started yet?

Please give me feedback.

Wian Teubes
Adviceworx
[protected]
wian.[protected]@adviceworx.co.za

I had a horrific motorbike accident, which left me with Severe Brain Damage, on Valentine's Day (2016). I was in a coma for 3 weeks and hospital for 4 months. I had to learn again how to walk and how to talk.

I have been a client of Momentum since 2009. Momentum is supposed to pay me out (immediately a huge amount), because I am not allowed to work anymore and cannot pay for everything that needs to be paid in my life anymore. I have never ever missed a monthly payment to Momentum since 2009. I have put in a claim in June 2017 (Claims are supposed to be finalized within 10 days) and Momentum kept asking me for more and more evidence, to prove that I indeed have Severe Brain Damage. I have given them ALL the information they requested (each time), but they kept on asking for more and more ridiculous things, in order to delay the pay-out process. Momentum owes me thousands of rands and is supposed to pay me out an amount each month, till the year 2046, which it clearly states in my policy. But again, they keep on delaying the pay-out confirmation or process, due to them not wanting to abide by the rules of the policy done with them.

My younger sister (Mrs Rene Alblas) has been assigned by the High Court (see proof on Google Drive), to be my legal guardian. Because my mind doesn't function like before my accident.

Rene and I noticed some strange happenings (huge amounts missing and not paying amounts they were supposed to), with the Momentum payments into her bank account each month (which she then has to pay into my bank account). And also the fact that Momentum will sometimes debit an amount off my personal bank account, for no valid (or explained/notified) reason. See my calculations of all payments from Momentum to Rene and then from Rene to me and amounts Momentum debited off my bank, on the detailed Excel Spreadsheet on my Google Drive link. ALL the proof of everything surrounding this case with Momentum (since June 2017) are all in my Google Drive Folder.

https://drive.google.com/drive/folders/1ErXVoS3qWk5w-nRoi-fsSfc8PPA0yKze?usp=sharing

Last year October (2018), I wrote my car off. I was insured with Outsurance. My car was paid off already. Outsurance then did their investigations into my life, seeing as they had to pay me out for my car.
They were then told by an "unknown person" at Momentum, that the doctor that Momentum assigned to evaluate my condition before they will pay me out…that this doctor in his report (in my Google Drive) to Momentum said that I'm not allowed to drive a car anymore, since my accident.

Outsurance then smiled from ear to ear and told me, that seeing as I was declared "medically unfit" to drive by Momentum, they refused to pay-out one cent for my car.
I don't have a car or can even buy one, seeing as I don't get enough money from Momentum, like I'm supposed to.
I sit in my house 24/7, alone. I don't even have any friends anymore.

My son committed suicide a few days ago, by hanging himself. He was only 19 years old. I had to borrow money from my family to pay the funeral home all costs, regarding my son, seeing as I did not have the money. This is unheard of!

I will now get an Attorney (have cc'd several here), to handle this case with Momentum for me. All Attorney costs, Momentum will then also be liable for.

The agents working for Momentum, assigned to me, also never follow up with my claim, nor did they get back to me with any feedback. My agent is called Mr Evan Fennell and he is pathetic, to say the least. Now I need to spend MORE money on taking Momentum to court, to get what is due to me, from them. Which I will be doing, but I know I will WIN, because I have ALL proof of everything, paid to them and what my Policy clearly states with them.

Policy no: [protected] - Client: M GAO

Good day

I am very unhappy. My mother passed away and we made a claim with momentum on a policy she had. We sent in all relevant documents and yet did not get our money as promised. She is mrs ac coetzee id [protected]. The last email I got from momentum said if I dont inform them of other beneficiaries by 31 dec 2017 they will continue with payment. Nothing paid? I need answers please

Wie dit mag aangaan:
Geagte Mnr/me/Mev
Ek het desperaat u hulp nodig, ek is al teen die muur op met momentum die mense hoor wat hulle wil!
klient:
Mnr John Lesley Els
ID NO [protected] 4
AWM 1583009

Dit is deur momentum se nalatigheid dat my man sy medies verloor het en hulle is van geen hulp op beterskap met Mnr John Els nie en sit meer stress op hom, en al wat hulle doen is "sorry" en dan forseer hulle mens na die korupte staats hospitale en dokters. Terwyl ons medies gehad het, was Mnr John Els onder die spesifieke psigiater Dr O.F.I Habib in Port Shepstone en van dag een af het ons om hulp by momentum probeer verkry omdat die dokter toe al ge-weier het om enige vorms te lees of in te vul van momentum af en regtig van geen hulp gewees nie en Mnr Els vol anti psychotic medikasie gestop hy het soos n zombie begin lyk en gelewe en ek het momentum gevra of hulle n ander dr kan verwys en ook het ons die psigiater self dieselfde gevra hy moet ons na n ander psigiater verwys en hy het gereken hy die enigste een op die suid kus wat ons aan momentum oorgedra het tydens die hulp versiek wat daar net nie geen belang in was nie en net daarna het momentum die lèer net toegemaak. Met hulp van n ombudsman Lynn Fitz Patrick was lèer heropen maar sonder n medies alles was as gevolg van dit gekanselleer! Eintlik vereis ek dat momentum n medies aan Mnr Els sal voorsien ook ek kan mense vergewe maar die sorry word nou misbruik en kon hulle met te veel dinge weg.Ons het geen reg om hulp te vra om n ander Dr te sien nie maar momentum mag die nuutste Dr's verslag ignoreer en aandring op n brief van n Dr wat nutteloos is op n mens se gesondheid en welstand op sekere woorde wat hulle ore wil hoor in plaas van oplet na hulpkrete!

Soos ek gese het Mnr John Els is geforseer om deur staat behandeling te kry, ek is tans besig om die Dr Habib by mediese raad te rapporteer, Mnr Els het monentum gekontak om weereens hulp te verkry en hulle hoor wat hulle wil en be-oog om weer die saak af te sluit, die psigiater veroorsaak meer skade as enige iets anders, ek het op internet na Psigiaters in Port Shepstone area probeer kry en het op n Psychologist af gekom en Mnr Els soentoe laat gaan wat R4700-00 kostes beloop het, waarvan die Dr toetse alles gedoen het en aan momentum gestuur het en hulle het dit ontvang maar dring daarop aan om terug te gaan na die Dr Habib toe.
Wat verstaan die konsultante nie mooi wat hulle doen of moet doen nie moet die saak nou maar na n hof toe gesleep word of wat?
Dr Venter is wel n psychologist wat alle toetse ens kan doen net nie n voorskrif voorskryf nie, maar het voorgestel dat Mnr Els na n GP verwys kan word vir n voorskrif as mediekasie verkry moet word, hier is n psychiatrist wat eenkeer n maand Port Shepstone toe kom maar ons het weereens nie meer n medies nie, die kliniese toetse wat gedoen was stippileer duidelik dat Mnr Els probleme het, die Paigiater is maande vooruit geboek en die kort kennis gewing tye wat momentum kies en belangstelling verloor het om te kan terug kommunikeer en antwoorde te gee is dit bitter moeilik en erge stress op mens
Asb kan ek op u staat maak om gehelp te word en om nou die "prentjie van verandwoordelik" by momentum se mense in te print dat n disability kom in baie vorms voor nie net lede mate of as gevolg van ongelukke nie.
wanneer gaan die korrupsie in die land n einde kry, hoeveel mense is al so behandel deur momentum dis swak! 
Ons moes plan maak om ordentlike mediese hulp te kry en om nodige vorms ingevul te kry vir momentum en ordentlike toetse laat doen wat ook op aanvraag was van momentum af.
Dr Habib die privaat psigiater wat uitgedraai het om ook vir die staat in te staan het vandat ons as staats pasiente hom begin sien het, het geweier laat ek saam met my man John Els in sy kamer ingaan, wat hy as n guldige geleentheid gehad het om Mnr Els begin afbreek het, na ons gekla het by die staats OT oor die Dr se gedrag en versuidelik het die hospitaal se superintendent kry ons nie te sien nie maar nie te min ons het dokumentasies wat deur die dr ingevul moet word, Dr Habib het gese hy sal "kyk" na die vorms en met die volgende besoek weer geweier om eers te kyk na die vorms en let wel dis nou die gedeelte waar die moeilikheid nou wer intree, Dr Habib het medikasie voorgeskryf om te drink maar reken dat Mnr Els is nie disable nie hy het al sy ledemate ens so maar hy moet net aanhou om medikasie te gebruik... Nou hoe  drink mens medikasie van n psigiater as jy okey is?
Ons wag vir antwoorde om te weet wat staan ons te doen, moet Mnr Els aangaan om die Dr Venter te sien en behandel te word en gaan momentum hulle verantwoordelikheid aanvaar en die dr's betaal?
Want nou soek die konsultant n brief van Dr Habib wat se Mnr Els makeer niks hy is nie liggaamlik disable nie maar moet aanhou met medikasie, ek hou momentum verantwoordelik vir elke terugslag op Mnr Els se gesondheid en hoe kan hulle eintlik die Dr Venter se toetse ens net ignoreer en hammer om die dr Habib in die prentjie te hou? ons het mos nou uitgeroep weereens om hulp wat hulle ignoreer.
GROOT ASSEBLIEF kan ons die saak nou uitgesorteer kry laat momentum hulle verantwoordelikheid kan volstaan en dra disability is disability of dit van psigiatries af is dis medies disable en met so baie stress en verkeerde medikasies van verkeerde dokters kan helse skade rig!
Ek hoop en bid dat geregtigheid nou bietjie kan seevier en my man gehelp sal en kan word, as momentum net kan besef wat se onreg en skade hulle mense aandoen die saak beloop al van 2015 af dat Mnr John Els op temporary dissability gehanteer word en die saak word UITERS SWAK EN ONPROFFESIONEEL gehanteer tot op hede.

Byvoorbaat baie Dankie
Vriendelike groete
Dorothy Els

Good day

I have left the previous company on the 22nd January 2018. Filled in all forms needed for my payout of my contribution. It is already the 26th April 2018 and still no payment into my bank account. I have call customer care several time. The excuse they had is that my previous employee made a mistake by deducting an amount for February 2018, as well and Momentum is in the process of paying it back, They promised me feed back by sms. I have sent e-mails, as well, but still no response from there side, or any sms's from them. This is the same story over and over again. Every time you call its a new agent answers and you have to explain the whole story over again. Please help me. What am I suppose to do after customer care cannot even help me by phone of by e-mail?

This is the worst most dismal medical aid ever in my life that i have been on. You always end up paying wherever you go. Im on the basic plan ... The benefits are sooo limited and littleq. Many times a person feels helpless and embarrassed when they say your medical aid does not cover.. this happens all the. Now what in events where you dont always have cash. I even got a health saver. But still that depletes quickly. Its not always that you can afford a highet option

Where can I begin? Well my husband worked for a security company called Crime Busters more then 10 years ago. He had a provident fund with them.
In the last week of August a lady with the name Thandeka from Bophelo Tracing Services phoned my husband and told him that there is an unpaid provident fund that needs to be paid out to him. She then sen me the forms with Momentum's name on it that my husband needs to fill in.
On the 1st Sept we emailed the documents to this Thandeka person and she told my husband she will forward it to the neccesarily persons and it will take between 3 to 6 weeks then they will pay out. She said after 3 weeks if we did not receive anything we must call her.
I have also attached bank details that is in my wife's name but I also have signing power over the account.
3 Weeks past, nothing. So my husband phoned Thandeka and told him that the documents is still at SARS we must give another week. So another week has past still nothing. My husband phoned her every week and every week a different story. On the 6 week she told my husband that he must phone PSSPF, so he did.
He spoke to a consultant and the consultant told him that they don't know anything about an unpaid claim he must phone momentum.
I then went onto Momentum's facebook page and spoke to someone about this claim. She told me there is an unpaid provident fund claim and that they received the documents on the 15th of Sept. So tell me what did Bophelo Tracing do with my documents in that time from the 1st of Sept to the 14th of Sept?
Then they gave me a lady's name Nicole January's contact details. I have send her an email but do not get any response from her. My husband eventualy phoned and a Afrikaans lady spoke to him cause they had issues regarding the bank details that was in my name. So the lady told my husband that they will phone the bank and if his I'd reflects on my account they can use it and then they will pay out.
Tuesday the 17th October she told my husband that they need bank details that is in his name. So I emailed her the letter of the bank (Bidvest) and I told her that I want that money in the account at the end of the day. So she told us that it won't be possible cause they need to send the bank details for verification and then it must go to SARS and the it must go back to the finance dept. So I told her this is [censor]. We have been waiting 6 weeks for this money to be paid out and now she wants to tell us we must wait another 3 weeks. This is unacceptable.
Now she told us that she did send us an email, but went to my husbands email address and he does not read his emails everyday, and why did she not respond immediately when she received the documents and why did she not pick up the phone and phone my husband when she did not get a respond from him via email?
If I did not looked into this, we still wouldn't know what is happening cause they do not phone you. I have send emails how many times, my husband has phoned how many times. This is unacceptable, now we have to wait another 3 weeks for someone that did not do their job properly. If I am not sattisfied with the outcome of this complaint I will take it further.

The details is as follows:
Mr. CP Greyling
I'd nr: [protected] 6
Cell nr: [protected]

I want an answer by the end of today. Cause why must it go back to SARS if Thandeka told me it has already been to SARS?

Good day,

We joined Momentum health on 06/17 [protected]
I was admitted to hospital on 18 July with a kidney stone we keep on getting accounts to pay now seems that Momentum dont pay the accounts its Says Authoration declined member to pay account R 947.20 how can we pay a monthly premuim of R2600 plus R720 to a savings account and have to pay additional medical bills? I want answers on why the medical aid doesnt pay these bills? I was a hospital patient.