Has Prudential closed Down

thebullsback

Am I the only one finding it impossible to get someone from The PRU to answer a telephone or return a call when requested on there call-back service?
  

dunstonh

My experience when contacting pru is that their telephone line is very poor at the moment.   In the last few months I have been on hold for an hour on one occasion and on another never got the call-back.       A couple of weeks ago, I wasn't on hold for that long and they did a callback the next day.     

For me, their service appeared to fall away when the moved to Lancing.    It was sub-par prior to Covid lockdowns.  In my opinion, they are pretty much up there with the worst of the insurers at the moment in terms of service.

Has Prudential closed Down

Clearly not but not sure the service levels would be much different if it had!!!

Thrugelmir

Imagine a lot of call centre staff are currently home based. Open plan offices are the last places any number of people will be. 

jamjar92

There is a thread "Problem with LGPS AVCs with Prudential"

Rich2808

In my experience they seem to have transferred everyone to manage complaints (or at least try to persuade you to drop them) - so there is hardly anyone left to address the problems which caused you to complain in the first place.
My pension contributions from my salary for the last six months have 'disappeared' in their systems and are not showing in my online account - and there are far worse examples as highlighted in the thread highlighted above.

https://forums.moneysavingexpert.com/discussion/6240757/problem-with-lgps-avcs-with-prudential/
Seems there are issues with their new IT system - which have apparently been ongoing for a year or more?
https://www.thisismoney.co.uk/money/markets/article-7912961/Prudential-promises-victims-glitch-pension-payments.html

wjr4

They have the worst service at the moment, I have a client who has been trying to transfer their pension since November, still not transferred, made a complaint and they’ve pretty much ignored it! Useless. 

cloud_dog

Didn't they implemented a new IT system towards the end of last year and, well, it hasn't gone well?

It took them almost 4 months for them to undertake a partial transfer out for myself, with the transfer falling down a couple of the holes along the way, with the transfer completing in January.  As of today I still don't have access to my ongoing AVC account despite an enquiry.  I think they are just overloaded with problems, and I'm not really pushing a resolution because I think there are people out there who are desperately trying to get withdrawals processed so my minor irritation of not being able to log in and check the account is not really critical.

dunstonh

Didn't they implemented a new IT system towards the end of last year and, well, it hasn't gone well?

If their front end is any indication, then it looks like it was implemented 25 years ago!   For all the providers I use, their front end is the most previous century in how it looks and works.

cloud_dog

I'm still trying to get to grips with the ongoing facelift for Fidelity.  For one buy transaction there are 3 or more listed transactions/actions.  Trying to reconcile things is not easy.  But we live with it for the cost benefit.  Perhaps all us Fidelity users could have a bit of a whip round to help them buy a better system.