Standard Life Pension - Online Data all over the place?

silvercue

Hi,

I am wondering if anyone has a Standard Life workplace pension and is seeing inconsistencies with the online data.  I have seen a number of issues recently (it used to be fine).

Firstly - if I look on the desktop portal using my PC and compare to the same portal but via Android App - the values in my POT and the value for growth/profit are very often different.    Also the transactions are showing inconsistencies between the two.  

I raised this with them and got completely unsatisfactory answers.

Now I have noticed that my POT is changing downwards from one day to the next when my growth number is going up, which I don't see how that is possible.    

I also noticed that my employer payment appeared on 1st April, as usual, then on Saturday it vanished from transactions (on desktop and app) and my pot value went down on Sunday despite it being a day they usually don't report any changes.....and my Growth changing again...only for the payment to reappear today but with no changes to my pot total and my growth has changed again, despite the pot staying the same.

I am losing faith that they can actually present this information properly at all.

Marcon

silvercue said:

Hi,

I am wondering if anyone has a Standard Life workplace pension and is seeing inconsistencies with the online data.  I have seen a number of issues recently (it used to be fine).

Firstly - if I look on the desktop portal using my PC and compare to the same portal but via Android App - the values in my POT and the value for growth/profit are very often different.    Also the transactions are showing inconsistencies between the two.  

I raised this with them and got completely unsatisfactory answers.

Now I have noticed that my POT is changing downwards from one day to the next when my growth number is going up, which I don't see how that is possible.    

I also noticed that my employer payment appeared on 1st April, as usual, then on Saturday it vanished from transactions (on desktop and app) and my pot value went down on Sunday despite it being a day they usually don't report any changes.....and my Growth changing again...only for the payment to reappear today but with no changes to my pot total and my growth has changed again, despite the pot staying the same.

I am losing faith that they can actually present this information properly at all.

Go back and ask again - and push for answers you do find satisfactory.

silvercue

Marcon said:

silvercue said:

Hi,

I am wondering if anyone has a Standard Life workplace pension and is seeing inconsistencies with the online data.  I have seen a number of issues recently (it used to be fine).

Firstly - if I look on the desktop portal using my PC and compare to the same portal but via Android App - the values in my POT and the value for growth/profit are very often different.    Also the transactions are showing inconsistencies between the two.  

I raised this with them and got completely unsatisfactory answers.

Now I have noticed that my POT is changing downwards from one day to the next when my growth number is going up, which I don't see how that is possible.    

I also noticed that my employer payment appeared on 1st April, as usual, then on Saturday it vanished from transactions (on desktop and app) and my pot value went down on Sunday despite it being a day they usually don't report any changes.....and my Growth changing again...only for the payment to reappear today but with no changes to my pot total and my growth has changed again, despite the pot staying the same.

I am losing faith that they can actually present this information properly at all.

Go back and ask again - and push for answers you do find satisfactory.

I have done and got more poor responses, so I have asked to raise a complaint now.  Hopefully someone will look at it more carefully

dunstonh

Firstly - if I look on the desktop portal using my PC and compare to the same portal but via Android App - the values in my POT and the value for growth/profit are very often different.    Also the transactions are showing inconsistencies between the two.  

Different snapshot dates?

Now I have noticed that my POT is changing downwards from one day to the next when my growth number is going up, which I don't see how that is possible.    

That can happen if its a rolling date snapshot.   Or where the return is annualised based on year to date.

I also noticed that my employer payment appeared on 1st April, as usual, then on Saturday it vanished from transactions (on desktop and app) and my pot value went down on Sunday despite it being a day they usually don't report any changes.....and my Growth changing again...only for the payment to reappear today but with no changes to my pot total and my growth has changed again, despite the pot staying the same.

Saturday and Sunday are not working or trading days.    Does the pension show pending payments (i.e. day the employer should send it) or receipt of payment only? (employers get a period after payroll that they can send payments.  So, a switch from pending to received could cause adjustments).

Systems tend to go offline or play up over tax year end changeover as coding needs to take place.

I am losing faith that they can actually present this information properly at all.

Its unlikely to be wrong.  Its more likely to be your understanding or quirks.  All software from all providers have quirks.  There is no single provider that does everything you want in a way you want it.

Rich1976

My Standard Life workplace contribution was paid on the 3rd April but I also noticed over the weekend it had vanished and has reappeared this morning. Maybe just a technical glitch 

not sure what is going on with the service there at the minute as I have sent 2 questions by secure message . Once on the 20th March and the second on the 25th. I received a response back from both the same day to say the query had been passed to the admin team to look into and expect a response within 10 working days. Neither of the questions were to do with anything complicated. Just unusual for SL as they usually provide a full response within 2 days .

Albermarle

silvercue said:

Marcon said:

silvercue said:

Hi,

I am wondering if anyone has a Standard Life workplace pension and is seeing inconsistencies with the online data.  I have seen a number of issues recently (it used to be fine).

Firstly - if I look on the desktop portal using my PC and compare to the same portal but via Android App - the values in my POT and the value for growth/profit are very often different.    Also the transactions are showing inconsistencies between the two.  

I raised this with them and got completely unsatisfactory answers.

Now I have noticed that my POT is changing downwards from one day to the next when my growth number is going up, which I don't see how that is possible.    

I also noticed that my employer payment appeared on 1st April, as usual, then on Saturday it vanished from transactions (on desktop and app) and my pot value went down on Sunday despite it being a day they usually don't report any changes.....and my Growth changing again...only for the payment to reappear today but with no changes to my pot total and my growth has changed again, despite the pot staying the same.

I am losing faith that they can actually present this information properly at all.

Go back and ask again - and push for answers you do find satisfactory.

I have done and got more poor responses, so I have asked to raise a complaint now.  Hopefully someone will look at it more carefully

Perhaps do not keep checking it so often?

silvercue

Albermarle said:

silvercue said:

Marcon said:

silvercue said:

Hi,

I am wondering if anyone has a Standard Life workplace pension and is seeing inconsistencies with the online data.  I have seen a number of issues recently (it used to be fine).

Firstly - if I look on the desktop portal using my PC and compare to the same portal but via Android App - the values in my POT and the value for growth/profit are very often different.    Also the transactions are showing inconsistencies between the two.  

I raised this with them and got completely unsatisfactory answers.

Now I have noticed that my POT is changing downwards from one day to the next when my growth number is going up, which I don't see how that is possible.    

I also noticed that my employer payment appeared on 1st April, as usual, then on Saturday it vanished from transactions (on desktop and app) and my pot value went down on Sunday despite it being a day they usually don't report any changes.....and my Growth changing again...only for the payment to reappear today but with no changes to my pot total and my growth has changed again, despite the pot staying the same.

I am losing faith that they can actually present this information properly at all.

Go back and ask again - and push for answers you do find satisfactory.

I have done and got more poor responses, so I have asked to raise a complaint now.  Hopefully someone will look at it more carefully

Perhaps do not keep checking it so often?

End of financial year I check a little more often.  Also I have made a few additional contributions so wanted to see when they arrived.  And once I noticed these errors I would check again to see if they had resolved.

However, the data should be accurate and reliable.  It clearly isn't and the whole point of the portals is so customers can check when they like.  

silvercue

Rich1976 said:

My Standard Life workplace contribution was paid on the 3rd April but I also noticed over the weekend it had vanished and has reappeared this morning. Maybe just a technical glitch 

not sure what is going on with the service there at the minute as I have sent 2 questions by secure message . Once on the 20th March and the second on the 25th. I received a response back from both the same day to say the query had been passed to the admin team to look into and expect a response within 10 working days. Neither of the questions were to do with anything complicated. Just unusual for SL as they usually provide a full response within 2 days .

Similar to me.  Somewhat comforting to know I am not going mad and that it is not just me!

Rich1976

silvercue said:

Albermarle said:

silvercue said:

Marcon said:

silvercue said:

Hi,

I am wondering if anyone has a Standard Life workplace pension and is seeing inconsistencies with the online data.  I have seen a number of issues recently (it used to be fine).

Firstly - if I look on the desktop portal using my PC and compare to the same portal but via Android App - the values in my POT and the value for growth/profit are very often different.    Also the transactions are showing inconsistencies between the two.  

I raised this with them and got completely unsatisfactory answers.

Now I have noticed that my POT is changing downwards from one day to the next when my growth number is going up, which I don't see how that is possible.    

I also noticed that my employer payment appeared on 1st April, as usual, then on Saturday it vanished from transactions (on desktop and app) and my pot value went down on Sunday despite it being a day they usually don't report any changes.....and my Growth changing again...only for the payment to reappear today but with no changes to my pot total and my growth has changed again, despite the pot staying the same.

I am losing faith that they can actually present this information properly at all.

Go back and ask again - and push for answers you do find satisfactory.

I have done and got more poor responses, so I have asked to raise a complaint now.  Hopefully someone will look at it more carefully

Perhaps do not keep checking it so often?

End of financial year I check a little more often.  Also I have made a few additional contributions so wanted to see when they arrived.  And once I noticed these errors I would check again to see if they had resolved.

However, the data should be accurate and reliable.  It clearly isn't and the whole point of the portals is so customers can check when they like.  

Whenever I make contributions either to pensions or savings, I always check as well to make sure they have been received. Have had instances with the provider ( not SL in this case ) having to be chased if the payment has not been credited to the account in a timely fashion.

same reason I always check the bank on pay day to make sure it’s gone in.