Problem with LGPS AVCs with Prudential

bonnyrigger

After a mere 2 years, everything is working for me on the Pru site, just tried the online registration process for the umpteenth time last night and it allowed me to register - all up to date with payments as well.

OldBeanz

MX5huggy said:

OldBeanz said:

MX5huggy said:

OldBeanz said:

Thought this was all over as we changed the wife's contributions to 100% for this tax year.
NI changes so more money for the pension and the contributions do not change.
They have gone far beyond pathetic.

100% of what? 

100% of her salary

If she is saving NI then the contributions must be by salary sacrifice, your gross salary after salary sacrifice be at least National minimum wage (£9.50) per hour. So 100% is not allowed. 

Although 100% is to be directed to her AVC she still has to be paid enough to fund her NI. NI payments for the those earning under approx £30k was decreased in July and the increase in take home pay was not subsequently adjusted. She is not salary sacrifice.

bioboybill

Still no further forward with getting my 28th July payment applied, and now another payment has been made that isn't showing either. I have raised a complaint, but received 2 separate letters a week apart with different case numbers promising to look into it. They made an excuse about waiting for extra info from my payroll department, but my payroll say they haven't been asked for any. They have emailed the Pru three times and phoned once to no avail. They really are useless! I am claiming my pension at the end of the year, so I really can't afford to wait six months to get it sorted like last time.

OldBeanz

bioboybill said:

Still no further forward with getting my 28th July payment applied, and now another payment has been made that isn't showing either. I have raised a complaint, but received 2 separate letters a week apart with different case numbers promising to look into it. They made an excuse about waiting for extra info from my payroll department, but my payroll say they haven't been asked for any. They have emailed the Pru three times and phoned once to no avail. They really are useless! I am claiming my pension at the end of the year, so I really can't afford to wait six months to get it sorted like last time.

I think we have maxed out how much they are prepared to buy us off with (circa £1.35k) - the wife has a year to go - they are still an ongoing mess. I am just surprised that the authorities are not compelled to allow more than one offering given the Pru's continuing performance. I am sure they will have broken any performance indicators and there should be a get out clause.  

OldBeanz

Wife's salary decreased with the new school year and they have randomly taken 5.8% rather than 100%.
I fail to understand how they can continue to get away with this.

cloud_dog

cloud_dog said:

Prudential appear to have mislaid one of my months contributions (almost £3k), they have updated/re-initiated the account with a contribution in December and January, but are missing the November one (I'll ignore the missing Feb one for now).  I think they are of the opinion that the November contribution was included in the transfer out amount. Not so.

Because the mess up of the 'partial transfer out' each time (three times), I do not have access to historic data on the Pru portal.  I have had to take apart my MS Money records (couldn't get a report to give me what I needed) and construct them in a Word document that clearly shows the contributions associated with Transfer 1, Transfer 2, and Transfer 3, and why the November contribution was not included in the transfer out, and should be credited in to the account now in operation.

I asked the scheme administrators to raise a formal complaint because the Pru seemed incapable of following or understanding the 'partial' aspect of the transfer out request.  Specifically I needed them to confirm what action I / administrators need to take to ensure the 'partial' aspect is clear / obvious / followed.  The response was less than fulfilling, e.g. they didn't actually answer the question, merely re-stated that the Dec and Jan contributions were there and they would catch up with the Feb one in due course.  Have advised the administrators of my feelings, but I also need to clarify if they actually submitted it as a 'formal complaint'.  What a palaver.  

UPDATE - Just in case this is of interest to other readers.

So, 10 months after raising the issue of the missing contribution, and after receiving a number of communications from the Pru stating all is as it should be and there is no missing monies, magically the missing November 2021 contribution has appeared in the account.  Prior to this occuring I had requested that they confirm in writing that all complaint avenues had been exhausted (internally), in order that I could progress a FOS complaint.  Their response (eventually, 1 month later) was to confirm they were re-opening the case.

I am mightily relieved that it appears to have been resolved, but I have not received any communication from the Pru, and until I do I will remain a little wary.

griffinsaver26

Just found this thread after a search. My last 2 payments are missing and my account actually says I have no regular contributions now - last payment in August - despite paying Sept and Oct through my salary. 

It never occurred to me that there might be a problem with this so I’ve never really checked it. Send a complaint via the site so will see what happens. I’m tempted just to stop the contributions having now read this thread! 

OldBeanz

griffinsaver26 said:

Just found this thread after a search. My last 2 payments are missing and my account actually says I have no regular contributions now - last payment in August - despite paying Sept and Oct through my salary. 

It never occurred to me that there might be a problem with this so I’ve never really checked it. Send a complaint via the site so will see what happens. I’m tempted just to stop the contributions having now read this thread! 

No no no. To be fair they will update and backdate the payments when they catch up so, keep contributing. Keep complaining. You will get compensation on the basis that they have not responded to your complaint.

griffinsaver26

Thank you. What’s worrying me is when I go into the account details, it actually says “there are no regular contributions going into this plan”. I’m very confused. 

collins74

Just for info - currently have a complaint in with Prudential since early August so nearly three months ago.  Still no response and chased up twice.