Momentum (SA)
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Momentum (SA) is facing severe customer experience challenges across nearly every service dimension. Customers describe protracted withdrawal and claim delays, unresponsive consultants, and ignored communications when handling pension fund payouts, death claims, and Funds at Work withdrawals. While isolated agents receive praise for professionalism, the dominant narrative is one of stalled processes, financial prejudice, and systemic administrative failure that is driving customers to consider regulatory escalation.
TrustIndex
3.4
NPS Score
-63
Recommended: Unlikely
Sep '25 - Aug '26
Based on recent customer reviews, Momentum (SA) is facing severe customer experience challenges across nearly every service dimension. Customers describe protracted withdrawal and claim delays, unresponsive consultants, and ignored communications when handling pension fund payouts, death claims, and Funds at Work withdrawals. While isolated agents receive praise for professionalism, the dominant narrative is one of stalled processes, financial prejudice, and systemic administrative failure that is driving customers to consider regulatory escalation.
The most common complaint about Momentum (SA), based on Hellopeter's AI analysis of recent customer reviews, is Communication & Responsiveness. Customers report emails ignored for weeks, dropped calls, automated responses with no human follow-up, and broken callback promises. The Momentum Retirement Administrators line and corporate client inbox are repeatedly described as unmonitored, forcing escalations to Hello Peter or the Pension Funds Adjudicator.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Dec 2024
My dad passed away on 29 April 2026. We submitted all the required documents on 11 May 2026. Since then, we have repeatedly been contacted and asked to resubmit the exact same documents, despite all documents being completed and submitted as required. Today was the seventh time that we submitted the same documentation again. We are becoming very frustrated with the ongoing delays and repeated requests, while we are still waiting for the payout to be processed.
1 reviews | Active since Dec 2024
My dad passed away on 29 April 2026. We submitted all the required documents on 11 May 2026. Since then, we have repeatedly been contacted and asked to resubmit the exact same documents, despite all documents being completed and submitted as required. Today was the seventh time that we submitted the same documentation again. We are becoming very frustrated with the ongoing delays and repeated requests, while we are still waiting for the payout to be processed.
1 reviews | Active since Jul 2019
My dad passed away on the 19th of May 2026, I have logged my claim on my funeral policy and the family protector. I get no feedback Thank you to Old Mutual who paid be out in 24 hours and this helped to pay for the funeral. Some feedback would be nice.
1 reviews | Active since Jul 2019
My dad passed away on the 19th of May 2026, I have logged my claim on my funeral policy and the family protector. I get no feedback Thank you to Old Mutual who paid be out in 24 hours and this helped to pay for the funeral. Some feedback would be nice.
1 reviews | Active since May 2026
Worst service ever will not ever recommend this company to anyone. I have been waiting since the 15th just to get a date for my investment payout. Until now not a word i have been back and forth with my broker for the last week trying to get ANY FEEDBACK from these people but still not a word on what is happening with my payout. THIS IS MY MONEY I NEED TO BEG FOR NOT YOUR USELESS COMPANIES MONEY. If I dont get an answer ASAP i will be taking further steps!
1 reviews | Active since May 2026
Worst service ever will not ever recommend this company to anyone. I have been waiting since the 15th just to get a date for my investment payout. Until now not a word i have been back and forth with my broker for the last week trying to get ANY FEEDBACK from these people but still not a word on what is happening with my payout. THIS IS MY MONEY I NEED TO BEG FOR NOT YOUR USELESS COMPANIES MONEY. If I dont get an answer ASAP i will be taking further steps!
1 reviews | Active since Jan 2026
I never thought I would reach a point where I would beg for access to my own retirement money just to survive. After years of contributing toward my retirement annuity with Momentum/Investo, I recently found myself unemployed and under severe financial pressure. My vehicle is at risk of repossession, my bills are piling up, and like many South Africans, I am simply trying to stay afloat while looking for work and keeping my dignity intact. I contacted Momentum hoping for guidance, compassion, or at the very least a discussion around possible solutions. Instead, I was essentially told that unless I am dead, permanently disabled, or reach retirement age, there is absolutely no meaningful assistance available regarding funds that I personally contributed over the years. What makes this even more frustrating is the reality of the so-called “two-pot system.” It was presented to many South Africans as a form of financial relief and flexibility during difficult times, yet in practice many consumers are discovering that once that limited portion is exhausted, they are completely locked out of their own money — regardless of genuine hardship. I understand there are laws and regulations involved, but where is the human side of this process? Where is the effort to engage policyholders meaningfully when they are facing real crises like unemployment, repossession, debt, and potential homelessness? Big financial institutions continue collecting fees and protecting investments while ordinary people are left feeling powerless during the exact moments they need help the most. I have spent years paying toward this investment, yet now, during one of the darkest periods of my life, I feel abandoned by a system that was supposed to help secure my future. Surely there needs to be more balanced solutions for people facing genuine hardship — especially long-standing paying clients who have fallen on difficult times through circumstances beyond their control. I would really like to hear from other South Africans: Have you experienced similar frustrations with retirement annuities or the two-pot system? Were you also shocked at how inaccessible your own money becomes during emergencies? Did any financial institution genuinely try to help you beyond simply quoting legislation? At this point, many consumers are not asking for luxury or handouts. We are asking for understanding, flexibility, and fair engagement during real financial hardship.
1 reviews | Active since Jan 2026
I never thought I would reach a point where I would beg for access to my own retirement money just to survive. After years of contributing toward my retirement annuity with Momentum/Investo, I recently found myself unemployed and under severe financial pressure. My vehicle is at risk of repossession, my bills are piling up, and like many South Africans, I am simply trying to stay afloat while looking for work and keeping my dignity intact. I contacted Momentum hoping for guidance, compassion, or at the very least a discussion around possible solutions. Instead, I was essentially told that unless I am dead, permanently disabled, or reach retirement age, there is absolutely no meaningful assistance available regarding funds that I personally contributed over the years. What makes this even more frustrating is the reality of the so-called “two-pot system.” It was presented to many South Africans as a form of financial relief and flexibility during difficult times, yet in practice many consumers are discovering that once that limited portion is exhausted, they are completely locked out of their own money — regardless of genuine hardship. I understand there are laws and regulations involved, but where is the human side of this process? Where is the effort to engage policyholders meaningfully when they are facing real crises like unemployment, repossession, debt, and potential homelessness? Big financial institutions continue collecting fees and protecting investments while ordinary people are left feeling powerless during the exact moments they need help the most. I have spent years paying toward this investment, yet now, during one of the darkest periods of my life, I feel abandoned by a system that was supposed to help secure my future. Surely there needs to be more balanced solutions for people facing genuine hardship — especially long-standing paying clients who have fallen on difficult times through circumstances beyond their control. I would really like to hear from other South Africans: Have you experienced similar frustrations with retirement annuities or the two-pot system? Were you also shocked at how inaccessible your own money becomes during emergencies? Did any financial institution genuinely try to help you beyond simply quoting legislation? At this point, many consumers are not asking for luxury or handouts. We are asking for understanding, flexibility, and fair engagement during real financial hardship.
1 reviews | Active since Mar 2017
I submitted my claim on the 19th of April 2026 and was advised on the TAT, I never received feedback till I went over the advised time frame only now when I called I was told that the person handling my claim is in hospital. Which is weird that a company such as this does not have a proper handover process, I am utterly disgusted at the service I have received. If I hadn't called to follow up it means that I would still be in the dark.
1 reviews | Active since Mar 2017
I submitted my claim on the 19th of April 2026 and was advised on the TAT, I never received feedback till I went over the advised time frame only now when I called I was told that the person handling my claim is in hospital. Which is weird that a company such as this does not have a proper handover process, I am utterly disgusted at the service I have received. If I hadn't called to follow up it means that I would still be in the dark.
1 reviews | Active since Sept 2017
-100is my personal experience. Rating: 0/10 I have never experienced such poor communication and disregard for a customer as I have with Momentum. I am in possession of a valid court order, yet Momentum has continuously failed to provide meaningful feedback, updates, or any indication of how they intend to proceed. For 7 a months now, I have been told that the matter is with their legal department. Since then, there has been nothing but silence. Numerous emails have gone unanswered. Requests for updates have been ignored. Instead of receiving clear communication, I have been sent from pillar to post, with no one willing to take ownership or provide a straightforward answer. My concern is simple: Does Momentum intend to comply with the court order or not? If they do, why is there an unreasonable delay? If they do not, on what basis are they refusing? These are basic questions that any responsible institution should be able to answer. What is most concerning is that this is not merely a customer service issue. This involves a legally binding court order. The complete lack of urgency, accountability, and transparency displayed by Momentum has left me questioning whether they have any regard for their legal obligations or the people affected by their decisions. As a customer, I expected professionalism, communication, and respect. Instead, I have been met with silence, delays, and frustration. If there were an option to give a negative rating, I would. Based on my experience, Momentum deserves 0/10 for communication, 0/10 for accountability, and 0/10 for customer care. I am now left with no option but to seek public accountability and consider further legal remedies to obtain answers and enforce compliance. Mamanki Matjila-Moyo
1 reviews | Active since Sept 2017
-100is my personal experience. Rating: 0/10 I have never experienced such poor communication and disregard for a customer as I have with Momentum. I am in possession of a valid court order, yet Momentum has continuously failed to provide meaningful feedback, updates, or any indication of how they intend to proceed. For 7 a months now, I have been told that the matter is with their legal department. Since then, there has been nothing but silence. Numerous emails have gone unanswered. Requests for updates have been ignored. Instead of receiving clear communication, I have been sent from pillar to post, with no one willing to take ownership or provide a straightforward answer. My concern is simple: Does Momentum intend to comply with the court order or not? If they do, why is there an unreasonable delay? If they do not, on what basis are they refusing? These are basic questions that any responsible institution should be able to answer. What is most concerning is that this is not merely a customer service issue. This involves a legally binding court order. The complete lack of urgency, accountability, and transparency displayed by Momentum has left me questioning whether they have any regard for their legal obligations or the people affected by their decisions. As a customer, I expected professionalism, communication, and respect. Instead, I have been met with silence, delays, and frustration. If there were an option to give a negative rating, I would. Based on my experience, Momentum deserves 0/10 for communication, 0/10 for accountability, and 0/10 for customer care. I am now left with no option but to seek public accountability and consider further legal remedies to obtain answers and enforce compliance. Mamanki Matjila-Moyo
1 reviews | Active since May 2023
This is my 1st time dealing with Momentum... So far so good... Hoping it can continue like this
1 reviews | Active since May 2023
This is my 1st time dealing with Momentum... So far so good... Hoping it can continue like this
Momentum (SA) has a TrustIndex of 3.4 out of 10 on Hellopeter, based on 403 reviews in the last 12 months. They reply to 99% of negative reviews, typically within 7 hours 53 min. Hellopeter has tracked Momentum (SA) across 5,102 total reviews. How is the TrustIndex calculated? →
