Poor Service from MyCSP

MyCSP

We are sorry to hear that you have experienced difficulty contacting MyCSP.

Please could you direct your correspondence to [EMAIL="customerenquiries@mycsp.co.uk"]customerenquiries@mycsp.co.uk[/EMAIL] and we will give it our prompt attention.

Thank you

Bernythedolt

MyCSP wrote: »

We are sorry to hear that you have experienced difficulty contacting MyCSP.

Please could you direct your correspondence to [EMAIL="customerenquiries@mycsp.co.uk"]customerenquiries@mycsp.co.uk[/EMAIL] and we will give it our prompt attention.

Thank you

Really, your prompt attention?

What confidence can I have that that mail address will receive any better attention than your black hole at [EMAIL="contactcentre@mycsp.co.uk"]contactcentre@mycsp.co.uk[/EMAIL] which has consistently ignored every e-mail I've submitted? As it has for several others too.

Yesterday I was promised a call today from your Executive Complaint Team and I’ve waited indoors all day for it, but received no call.

So, late this afternoon I rang to ask what happened to this call, to be told the Executive Complaint Team have neither tried to call me, nor updated the case today. I asked to speak to a manager who has assured me he has spoken personally to the manager who processes the claim pack/quotation figures and this would definitely be in the post by close of play tomorrow, 5/12/14.

So I’ll hold off writing to your supplementary mail address today, thank you, pending this latest development.

However, if nothing is received next week, then I will use this route… as well as sending this thread to my MP who has offered to assist, and The Guardian newspaper who are showing interest.

Thank you for your post. May I ask your position in the company? If your CEO herself has ignored my questions sent her by recorded delivery letter, why should I believe you can achieve anything on my behalf?

GibbsRule_No3

I received an email, eventually from a Hayley Simcock advising me they could find no details about my request for WPS refund. News to me, since they had sent me the form telling me what I should receive and asked how I wanted it repaid. So I called them again, this time at 8.30 and amazingly got through right away. I asked why the email came when I was waiting for the refund that they said would be paid by 15th December (this is exactly a month after receiving my response to the form). Woman had no idea why the email was sent, crossed lines, You Think!!! so I asked why I was still waiting and could they not just authorise payment now? No was the reply, they did not have to pay it until the 15th and only after that date, if they had not paid it by then could I take it further!!!! I hold out little hope of it being paid by then. I had a response from the lady at the Guardian asking me to keep her informed and that she is probably going to do a follow up piece on MyCSP.

Bernythedolt

GibbsRule No3, all sounding familiar, good luck with being paid on 15th...

Would you mind sharing the contact details of your Guardian journalist please, either on here or via Private Message to me.

Thanks. I'd like to add my case to the portfolio she's building against MyCSP.

PensionTech

Bernythedolt wrote: »

I asked TPAS how I was supposed to survive without my pension in place and their "solution" was to direct me to the Financial Services Ombudsman, who were very polite, but said they had no interest in the matter and that I should consult TPAS! :doh:

Surprised that TPAS would have made such a mistake. FO has no interest, as they say - it would be a case for the PO.

As I say, to go to the PO you need to have gone through IDRP, but if you're not getting anywhere with TPAS (who I believe do sometimes try to get involved to resolve disputes), then you could call the PO office to get some advice about how to proceed, and think about contacting TPR.

I would also follow the route given by the MyCSP poster though - if it doesn't work then obviously keep on going down the complaint path, but you should see if this offer to resolve the problem gets you anywhere, otherwise you can't really complain about their failure to resolve it from this point onwards.

GibbsRule_No3

Bernythedolt wrote: »

GibbsRule No3, all sounding familiar, good luck with being paid on 15th...

Would you mind sharing the contact details of your Guardian journalist please, either on here or via Private Message to me.

Thanks. I'd like to add my case to the portfolio she's building against MyCSP.

jane.dudman@theguardian.com was the lady who replied.

I'm not holding out much hope of them refunding it by the 15th either. Because it is nearly Christmas they can then delay again looking into it. Times how many other people this is happening to the money they are keeping back must be massive. They have had mine more than 5 months.

Bernythedolt

PensionTech wrote: »

Surprised that TPAS would have made such a mistake. FO has no interest, as they say - it would be a case for the PO.

Me too, and I questioned it, but TPAS insisted that was the stock advice they were told to dish out to any callers with MyCSP problems. I knew FO wouldn't be interested when I rang them, but I thought I'd go through the motions, since that was TPAS's advice. FO looked up MyCSP and confirmed they aren't a regulated company (I think was the phrase he used) so he was powerless to help, even if he did have any interest.

I seriously doubt TPR will be any better.

PensionTech wrote: »

I would also follow the route given by the MyCSP poster though - if it doesn't work then obviously keep on going down the complaint path, but you should see if this offer to resolve the problem gets you anywhere, otherwise you can't really complain about their failure to resolve it from this point onwards.

I know where you're coming from, but don't fully agree. My actions to date should have been more than enough to get things moving -- how many times and to how many people is one expected to issue the same simple instruction, "Please send me my pension claim documents"? I must have asked at least half a dozen different people now, through various different channels. 7 weeks later, still nothing.

For all I know, use of this latest e-mail address might reset all the wheels that are currently in motion and put me right at the back of the queue again, in yet another person's pile of work pending... after all, we don't know who this poster is or how heavyweight they are within the company. I have asked, as you can see, but been ignored (sound familiar?)

I had a more promising discussion with a MyCSP manager yesterday, which could finally be productive by early next week, so I won't muddy the waters by using this latest contact address just yet.

It is a step in the right direction, though, that I've managed to elicit this new address from MyCSP on this forum and that some other forumites are finding it useful -- it seems that it might be monitored at least, which is more than we can say for the original.

Bernythedolt

GibbsRule_No3 wrote: »

[EMAIL="jane.dudman@theguardian.com"]jane.dudman@theguardian.com[/EMAIL] was the lady who replied.

I'm not holding out much hope of them refunding it by the 15th either. Because it is nearly Christmas they can then delay again looking into it. Times how many other people this is happening to the money they are keeping back must be massive. They have had mine more than 5 months.

Thanks for Jane's link. I recognise her as the author of some Guardian articles I've read about this MyCSP debacle. I'll be making contact with her next week if no progress.

Still waiting 5 months after your claim went in is worrying... my pension and lump sum are due in early Feb, and they won't even send me a claim form these past 7 weeks - I can't even get to step 1 in the process! Add in the Christmas lull, plus 5 months after MyCSP have eventually deigned to send me the paperwork.... wonder if I'll live long enough to see any of my pension... :wall:

Bernythedolt

GibbsRule_No3 wrote: »

Times how many other people this is happening to the money they are keeping back must be massive. They have had mine more than 5 months.

I've been wondering for some while what the best model would be to recompense people in a fair and equitable manner for lost interest, lost opportunity, etc, on their overdue payments and I reckon a suitable model already exists and could be turned on its head for use in reverse.

When taxpayers miss their deadline for payment, HMRC (Inland Revenue) levy stiff penalties and interest according to a formula they lay down, which reflects the lateness and the sums involved.

In all fairness, this same HMGovernment model should be used in reverse to recompense those whose deadline this HMGovernment's agent has missed, so that will form the basis of my claim if my pension is late.

Should be difficult for the authorities to argue against too.

juliepp

I had an early exit package from the DWP in June 2014. I was over 55 and chose to take my pension straight away, which was reduced for being 2 years under age 60. As a single woman I received a refund of the WPS contributions I had made. I was luckier than some of you as my lump sum and refund was paid straight away and at the same time. So why are HMRC telling me that I am liable to pay 40% tax on my WPS refund. Surely this cannot be right? Why would it be deemed an unauthorised payment?