CB Insurance Services Momentum Complaints #2-21

Momentum review: Momentum engage plus

Ashthira of ZA

Aug 21, 2026 10:14 am UTC

Verified customer

Featured review

Dear Momentum,

I am lodging a formal complaint regarding the termination of my Momentum Multiply membership.

My CAMAF membership ended in July 2026. As a consequence, my Multiply membership was terminated. At no point did Momentum notify me of this there was no email, SMS, letter or call. I only discovered the termination on 19/08/2026 , when I logged into my profile. Until then, I believed my benefits (including partner discounts and my Multiply wallet) remained active.

My complaint is not that the membership was terminated, but how it was done:
No notice was given. I was given no opportunity to use the cashback balance of approximately R6 000 that I had already earned before it was forfeited. A simple notification with a reasonable window to spend the wallet would have cost Momentum nothing.

This is inconsistent with how voluntary cancellations are treated. Members who cancel a paid membership themselves are downgraded to the free tier and retain wallet access. I was afforded no equivalent treatment.

This outcome is inconsistent with the Treating Customers Fairly outcomes that apply to Momentum, in particular that customers must be kept appropriately informed and must not face unreasonable post-sale barriers to accessing benefits.

I request that Momentum: (a) provide proof of any termination notice it contends was sent to me, including the date and channel and (b) pay out or reinstate my forfeited wallet balance.

If this matter is not resolved within six weeks, I will refer it to the National Financial Ombud Scheme.

Regards,
Ashthira Maharaj

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