Problem with LGPS AVCs with Prudential

stephenadarglas

As bioboybill has mentioned there's something up.  They have a systems closedown every weekend to 'upgrade'

stephenadarglas

Gunner835 said:

I have not had my last 2 months AVC payments credited to my account but the AMC levied so i complained on the message system on the website and had a quick reply stating....
Due to technical issues caused by a recent system migration we are currently experiencing delays in contributions being applied to some of our plans, including our Local Government AVC plans. We don't currently have a firm timescale for this to be resolved, but the team are working to get all contributions up to date. Once this is resolved all contributions will be back-dated to their original payment date so there will be no financial disadvantage to yourself. I will raise an urgent request to our servicing team to issue out confirmation to you once the issue is resolved and I can also log feedback on our system to keep record of the issue. Please let me know if there is anything else I can do to help. I'm available between 9.30 and 16.30 if you'd like to discuss things over the phone. Best wishes, Jamie Lumsden. Complaints Manager

So although they are having issues it appears those of us who pay in should not lose out.
hope this helps!!

Thanks Gunner for the update.  These issues have been going on for months and every weekend their site is closed for 'maintenance'.  It particularly affects the people who want to withdraw their AVC because they are going to retire.  My wife has stopped payments and leaves work at the end of April - let's hope it's sorted. 

bioboybill

Thanks, Gunner835, but the truth is they’ve been making the same excuses for 18 months now, and the same unfulfilled promises. They won’t get back to you any time soon. Their claims that this is a recent issue is a load of bull and the fact that they can’t give any sort of timescale when it will be resolved shows how widespread this issue is. In the past they said it affected just a small number of customers, yet 18 months later here we are!

Gin_and_Milk

I received a holding letter yesterday, so I'll just have to wait and see whether or not they sort it in time or whether I have to go to the ombudsman.  The fact that some people are still waiting for money to be paid to them after retirement doesn't instil me with much confidence though.

Rich2808

I raised a formal compliant this week - since I did so I have had two emails and a phone call asking me if I was happy to withdraw the complaint - merely following their promise that my missing six months of contributions would be invested and appear in my online account by the end of March.
Safe to say I made it clear I would only withdraw my complaint when the funds they have received from my employer had been located and invested and appeared in my account.
I just wish they were as proactive and keen to sort the actual problem out as they are in getting me to withdraw my complaint!

stephenadarglas

If you are within 3  to 6 months to retirement I would stop my payments - my wife has.  This could get really messy the closer you get to needing the pay out.

stephenadarglas

They are quite capable of taking the fees out though that's for sure

bioboybill

Rich2808 said:

I raised a formal compliant this week - since I did so I have had two emails and a phone call asking me if I was happy to withdraw the complaint - merely following their promise that my missing six months of contributions would be invested and appear in my online account by the end of March.
Safe to say I made it clear I would only withdraw my complaint when the funds they have received from my employer had been located and invested and appeared in my account.
I just wish they were as proactive and keen to sort the actual problem out as they are in getting me to withdraw my complaint!

That was exactly what happened to me when I first complained just over 6 weeks ago. A phone call promising the money would appear in my account urgently, so would I withdraw the complaint. Then nothing apart from a letter after 4 weeks saying they need another 4 weeks to investigate, even though there is nothing to investigate. They will give you a pack of lies just to stop your complaint.

bioboybill

I have just noticed they have a new message when you log onto your account making excuses for the delay in updating information due to covid and their new system. They must be getting inundated with complaints.

powerspowers

Glad I saw this thread! I have AVCs with pru but have never checked online. Adding to my to-do list now!