Problem with LGPS AVCs with Prudential

bioboybill

jamjar92 said:

bioboybill said:

I must say that a quick read of the Trustpilot reviews for the Financial Ombudsmen Service paint a very poor picture of them.

When was the last time you left a review for any financial product because you thought "thats

a good credit card", I know it not something I can say I have done. Some companies are very good at getting people to do good reviews, balances out the bad ones, they get.

Somebody regardless of product (not just talking pensions now) will have a good experience, another bad, its all subjective when dealing with the same company.

Mine was missing from October last year, I mensioned to our pension staff, they said they were having problems, I complained via online messaging and got a phone call back, saying it would be rectified by March 15th and it was. Just waiting for Marches to appear which should be March early April.

I have spoken to them on the phone and messaged them on at least 6 occasions and all they have done for me is promise to sort it urgently, sort it within 4 weeks, sort it within another 4 weeks and here I am still waiting after 10 weeks. You have been lucky. Their message on the website now says they will be up to date by the beginning of April, which is 6 days away, so I guess we'll see. As it happens the FOS emailed me today to say that it will probably be around 4 months for them to allocate my case for somebody to look at,which to be honest is a bit pointless.

Gunner835

 I had a moan to my LGPS provider recently who said there was a meeting with all the LGPS providers to be held late March where Pru were going to explain what was going on. They told me that Pru expected to be back to normal by early April. Perhaps things are getting there as i had good news (for me at least)... My last 3 missing payments are now showing up. There is hope-keep the faith

bonnyrigger

This is what I got back from my LGPS scheme person today:

I have had a reply from the Manager at Prudential. He has forwarded your complaint to their Complaints department however he has said that that department is very busy and a reply may be slow. He has provided the following information.

 

“We have now placed a message within the members log on page with their MyPru accounts informing them that we are currently experiencing delays.  (please see below) .Original wording posted on the weekend of 28 February and updated on 11 March 2021.”

I will keep your case on my list to check in April if your contributions have been posted,

bioboybill

  The complaints department are very busy because their customer service is appalling and so is the complaints department! You are highly unlikely to hear from complaints other than the early phone call trying to persuade you to drop your complaint with false promises, then a letter every 4 weeks to tell you they need more time. 

Compare them to Hargreaves Lansdown that my wife uses for a SIPP where she puts in £2880 each year for the tax uplift. They answer messages within 24 hours and send out paperwork next day. She sent her application for withdrawal in and 2 days later had a message on her account confirming receipt and promising it would be in her account within 5 days......and it was. That’s proper service from a business that is operating with no discernible difference from the client’s perspective.

I am still 3 payments down (£1800) as of today and my complaint started on January 13th. April is tomorrow, and I will be shocked if anything changes.

bioboybill

The actual wording on the Pru is that they expect everything to be back to normal "by the beginning of April". The beginning of April to me was yesterday, and of course nothing has happened as expected.

bioboybill

Does anybody see any difference? My £1800 is still outstanding and they still have the same stupid message saying it will be resolved by the beginning of April. Of course we are into a new tax year now, so that might effect some people.

jamjar92

I am just missing March 2021, which could take upto the 15th April to be posted.

The new tax year should not have a bearing on the "missing" payments made, becuase your Council will generate your p60 and as far as they are concerned the money been taken in 2020/21 tax year, backed up by your monthly payslips.

bioboybill

I guess they must like you and hate me then lol. Should be due my next 4-weekly letter within the next week telling me they need more time, because 12 weeks just isn’t enough to investigate their incompetence.

stephenadarglas

Web site is down as we speak for 'maintenance'

bioboybill

The site is back up again, but still missing my last 3 payments. They also ignored a message I sent a few days ago. It’s been about 10 weeks since they answered any of my messages. For all their claims about being sorry on their homepage they really couldn’t care less about customers.