Problem with LGPS AVCs with Prudential

Thrugelmir

bioboybill said:

Finally got my July payment showing now. Let's see how it goes from here.

How quickly do expect it to be shown? 

MX5huggy

Thrugelmir said:

bioboybill said:

Finally got my July payment showing now. Let's see how it goes from here.

How quickly do expect it to be shown? 

My last 2 have shown up within 5 working days of payday.

bioboybill

When things were working properly I got paid on 26th and the money showed up around the 2nd or 3rd of the next month.

Rich2808

After several complaints to the Pru my payroll deductions from September to May finally appeared in my online account back in early June - but my payments from the June and July payroll have not appeared. My monthly contributions have remained unchanged - I daren't risk trying to change them!

Its so frustrating to think the problems with your records have been solved - only for the same issues to carry on recurring.

You might assume once they had resolved the issues with individual accounts - things would return to normal?

I am not due to retire for another 16 years - I hope these ongoing IT issues are sorted by then!
 

Nebulous2

Nebulous2 said:

I didn't get the call back I was promised, called again and this time registered a complaint. I now have a letter saying they hope to conclude the investigation of my complaint within 4 weeks. 

I arrived home at the weekend, after a few days away, and found a letter saying they had divested my money and were sending me a cheque. My cheque was also there. 

3 months late, but it looks like my complaint stirred them into action. No response to my complaint yet. 

Nebulous2

Nebulous2 said:

Nebulous2 said:

I didn't get the call back I was promised, called again and this time registered a complaint. I now have a letter saying they hope to conclude the investigation of my complaint within 4 weeks. 

I arrived home at the weekend, after a few days away, and found a letter saying they had divested my money and were sending me a cheque. My cheque was also there. 

3 months late, but it looks like my complaint stirred them into action. No response to my complaint yet. 

Complaint resolution letter arrived today. Complaint upheld - some interest and some compensation offered. Just under £300 total. I'm happy with that, another contribution towards my new bike. 

Shellhogg

Really concerned by this thread . I set mine up in March and have been having deductions from my pay since April. The only correspondence I have had is a poxy email to say it was set up in June from prudential. I asked about the April May payments by the secure email just got the same response that it was set up in June. I have been unable to register for the online portal keeps saying error Telephoned for help and they are still meant to be ringing back 2 weeks later to help me set it up. Raised a complaint about it via the secure email and they’ve said I don’t have access with my account. I can’t believe that I’m not allowed an online account to check. I’m with Tyne and Wear pensions anyone else been unable to create an online account? 

Nebulous2

Shellhogg said:

Really concerned by this thread . I set mine up in March and have been having deductions from my pay since April. The only correspondence I have had is a poxy email to say it was set up in June from prudential. I asked about the April May payments by the secure email just got the same response that it was set up in June. I have been unable to register for the online portal keeps saying error Telephoned for help and they are still meant to be ringing back 2 weeks later to help me set it up. Raised a complaint about it via the secure email and they’ve said I don’t have access with my account. I can’t believe that I’m not allowed an online account to check. I’m with Tyne and Wear pensions anyone else been unable to create an online account? 

They're a big company, they have a lot of business with LGPS at stake and they've obviously messed up their IT badly. 

I'm sure they'll fix it though. I found it impossible to get anywhere until I complained. They rolled quite quickly then and I got my money, some 3 months late.

I'd put in a complaint if I were you - keep it simple, something like  - "you are worried that you cannot see where your money is or how the funds are doing, and despite repeated attempts to request this they haven't provided it to you."

OldBeanz

Having logged in today, for the first time in numerous months, there is no longer the caveat that payments may not be credited to your account. They appear to be believe they have almost recovered from the debacle of the last year. Although the site will be down later this month for further maintenance.

Moby

I retired end of May and had a Prudential AVC as part of a LGPS pension. I was apprehensive after all the problems but experienced no issues and the pot was in my bank account by the end of June.