MyCSP incompetence

marlot

In my experience, mycsp was already performing poorly, even before taking on the new contract.

Steve489

Thanks Bernythedolt for supporting my post 93.

It's time the Cabinet Office explained the MYyCSP fiasco to the public. I'm minded to request an explanation via my MP.

I see Francis Maude is not standing for reelection which at least limits any further damage he can do to the CS. Note the Minister for the CS is actually David Cameron so the buck stops there!

desthemoaner

I spoke to a very nice young lady this morning after my call being held for just five minutes, and was promised escalation and callback within 48 hours. I was given the Christian name of the manager who would call me, and receipt of my returned forms was confirmed (I knew they were there anyhow because they were sent recorded delivery and signed for last week by someone whose name, coincidentally, was "MyCSP").




Although my first sympathies are with those waiting for their pensions, I also feel a degree of empathy with MyCSP contact centre staff. In my own CS role we were obliged to deliver a vital public service using a failing computer system, but told in no uncertain terms that we were not to inform the customer that there were any problems; meaning that those of us with first public contact got it in the neck and that the managers who were responsible for the cockup got away Scot free; until maybe the next Select Committee hearing.


Twas ever so, it seems.

William_Mateless

but still a few hours to go!
I called MyCsp on Monday morning and was informed that I would be called back within 48 hours, I think there must be quite a few people to call within these 48 hour periods I think I'll try and get the name of person allegedly calling me back too!
I agree that there has to be some sympathy with the staff answering the phone who are trying to deal with the queries from us who just need our money, the system appears to be in a poor state.
I am losing faith though and I have bills that need paying so this was not what I imagined when I was working hard paying in for the last 30 years

Bernythedolt

Steve489 wrote: »

It's time the Cabinet Office explained the MYyCSP fiasco to the public. I'm minded to request an explanation via my MP.

Absolutely... and, as you imply, such explanation is not going to happen without that kind of positive pressure from those affected. Everyone needs to play their part.

Some have notified the media, such as the Guardian which has published some damning articles. For my part, I enlisted the help of my MP several weeks ago and I've also independently submitted a FOI request to Cabinet Office asking what proportion of lump sums are now being paid late and to quantify the extent of the lateness. If the reply warrants it (is honest, not fudged, and shows no sign of matters improving or likely to improve), I can either publish here or forward to the press for consideration.

If there's a serious problem, let's ensure it receives a proper airing in the public domain, so that shortcomings can be properly addressed and their architects duly admonished. (Yes I know this latter is cloud cuckoo land, but I like to remain optimistic...!)

There's still the ballot box as a last resort and luckily the 'grey vote' still holds some considerable sway, so politicians will take due heed, but only if the level of discontent gets heard...

Steve489 wrote: »

I see Francis Maude is not standing for reelection which at least limits any further damage he can do to the CS.

Every cloud has a silver lining

Bernythedolt

atush wrote: »

Again little to no help, just regurgitating phone numbers where calls are not answered/returned and email contact which isn't returned.

I really see no Point in you posting here.

This post, and one or two others like it, are referring to the MyCSP poster who is offering her personal intervention on this thread.

It is worth noting that the e-mail address the MyCSP correspondent is providing here is NOT the generic 'contactcentre@' address (which in everyone's experience has been routinely ignored), but an alternative address, 'customerenquiries@', typically for use by those coming on this thread experiencing difficulties.

Now, credit where it's due: with all hope fading of them ever meeting my retirement date (i.e. end of this week!), I elected to try this alternative address a couple of days ago and, to my surprise, I was very swiftly met with a positive, helpful, human (non-automated) response which seemingly prompted some very positive action from the right people in the right section and in the right direction.

Time will tell, but this single contact via the alternative address would appear to have paid dividends in my personal case.

So for those knocking this poster (and I confess I may have been guilty too given all the previous frustration!), I can only suggest you try the alternative address she has provided. I was met by a very pleasant young lady who DID actually manage to help.

William_Mateless

Wednesday's call by me to MyCSP resulted in further promise of call back, lady did sound genuinely helpful but the others have been very friendly so not too sure yet whether any progress will be made.
They have the forms back, I cannot myself see what the delay can be except that 6 weeks late for payment is not serious enough compared to people in worse situation that they are dealing with

I feel that anyone retiring in these schemes should not rely on getting paid on time when they are expecting their pension, it's a sad state of affairs.

atush

thanks for that Berny, but will you get your money?

And I said that as others who contacted mycsp that way said it was the same.

William_Mateless

Well today's lady has been the most helpful so far, phoned back as promised (twice!) and says payment will be going through within 5 working days including arrears.
Obviously dont want to get too excited just yet in case it doesn't happen but there could be light at the end of my particular tunnel.
Good luck to anyone else waiting for what they are entitled to.

Bernythedolt

atush wrote: »

thanks for that Berny, but will you get your money?

After a lot of anxiety these past few months, my lump sum has been paid today, woohoo! :j

I have to trust my monthly pension will follow suit and kick in on time next month. None of this relentless anxiety and progress-chasing should have been necessary of course, and it did come right down to the wire, but I firmly believe my constant badgering JUST managed to save the day.

The contact address provided by the MyCSP representative in post 111 was a last-minute bonus for me and I hope it might work for some others too.

I can finally take the magnet off the electric meter now...:D
:beer: