Problem with LGPS AVCs with Prudential

OldBeanz

Raise the complaint through their online  messaging system. They will correct the errors in time so do not unduly worry about them.

Spreadsheet_Addict

I had a similar problem with my Prudential LGPS AVC. It happened twice, took weeks to sort, and only then because I used the words "formal complaint" so it went via the complaints procedure and not the utterly useless customer service.  Sorted both times and both times I also got a cheque for approx £400 for my trouble. I check it monthly now.

collins74

Back on this thread, back with an issue with the Prudential and LGPS AVCs!

I wanted to increase my AVC to capture the National Insurance reduction from April.  I have tried repeatedly to do this on the Pru portal as I have done many times before but it’s keeps returning me to the home page and will not allow me to update my contributions.

I tried on different devices but all to no avail.

I am not sure if I am doing something wrong but decided to log a message with the Pru for support and guidance.  They came back to me seven days later and said download the PDF form and send it back to them. There was nothing about the issues I had or an offer to help me with the portal.  

I thought the response was poor and quite frankly lazy so I have posted off a complaint today and we will see what we get back.

Honestly Pru are utterly dreadful. They don’t do an app we can use for LGPS AVCs (as far as I know?) and their customer service is atrocious.  Another benefit of retiring is as well as the leisure time, I won’t have to deal with Pru anymore.

has anyone else had these issues recently?

ussdave

My wife just went through almost the exact same experience.  She complained and has received a cheque for £150, along with the paper form.  In her case she did have an interim step of Pru insisting that the website would work though.

Darren_G

collins74 said:

Back on this thread, back with an issue with the Prudential and LGPS AVCs!

I wanted to increase my AVC to capture the National Insurance reduction from April.  I have tried repeatedly to do this on the Pru portal as I have done many times before but it’s keeps returning me to the home page and will not allow me to update my contributions.

I tried on different devices but all to no avail.

I am not sure if I am doing something wrong but decided to log a message with the Pru for support and guidance.  They came back to me seven days later and said download the PDF form and send it back to them. There was nothing about the issues I had or an offer to help me with the portal.  

I thought the response was poor and quite frankly lazy so I have posted off a complaint today and we will see what we get back.

Honestly Pru are utterly dreadful. They don’t do an app we can use for LGPS AVCs (as far as I know?) and their customer service is atrocious.  Another benefit of retiring is as well as the leisure time, I won’t have to deal with Pru anymore.

has anyone else had these issues recently?

Yes I've had the same issue as you

Been to-ing and fro-ing in the messages for weeks now.  All they want to do is issue a paper copy of the change form rather than fix the issue in online servicing.

Seems to have occurred since the login page has done redirects to an M&G (the parent company) page as part of the process - happens too quickly for me to see what the url is before it goes back to a prudential domain

**Update** - with no input from whatsoever from Pru, I decided to try a different route through the M&G site and was able to make the changes.  Try starting from this page - it seems to create a secure token that the other link from Pru pages doesn't:  https://www.mandg.com/pru/workplace-pensions/employees/public-sector-avc-schemes/local-gov/sal-sac-avcs/existing-customers#applyavc