Anyone cashed in a NEST pension?

dunstonh

WOAD said:

dunstonh said:

WOAD said:

Not sure of the point you are trying to make the administration is between umbrella and NEST but the pension account is in my name.  All the Umbrella company does is purely transactional process and does not administrate it on my behalf.

The umbrella company does carry out administration.  They input the monthly schedule into NEST (assuming monthly pay).   They inform NEST if you are no longer an active member under that particular payroll.

If you have left that particular payroll then NEST cannot transfer the pension unless they have been told you have left that payroll and the umbrella company is the one that does that.

Minor point I have to inform NEST to opted not my umbrella company

So, who does the schedules with NEST?  You or the umbrella company.

WOAD

dunstonh said:

I no longer believe what they say to me as they have lied continuously. 

Don't mistake slow administration as being fraudulent.

And to make matters worse i cant draw on this pension until they merged and only god knows when that will be possible. 

Does either of these relate to employment that you have recently left?

One of the most common delays with auto-enrolment schemes is that the employer fails to tell the scheme that the person is no longer an active member.   You cannot transfer out fully if you are still active.  And often with AE schemes, the front line staff can't see that information.  

"Don't mistake slow administration as being fraudulent." never said fraudulent in any of my responses i said incompetence big difference in meaning.  Interesting that you said that especially when i have only said that recently to the Nest help desk when funds magically disappeared and reappeared two/three days later.  i wonder  

WOAD

dunstonh said:

WOAD said:

dunstonh said:

WOAD said:

Not sure of the point you are trying to make the administration is between umbrella and NEST but the pension account is in my name.  All the Umbrella company does is purely transactional process and does not administrate it on my behalf.

The umbrella company does carry out administration.  They input the monthly schedule into NEST (assuming monthly pay).   They inform NEST if you are no longer an active member under that particular payroll.

If you have left that particular payroll then NEST cannot transfer the pension unless they have been told you have left that payroll and the umbrella company is the one that does that.

Minor point I have to inform NEST to opted not my umbrella company

So, who does the schedules with NEST?  You or the umbrella company.

SMH now what is the purpose of your comment? The simple fact I have been dealing with NEST who outsourced these services to TATA.  It is NEST who are dealing with the matter not the umbrella company and opting out of the scheme is my responsibility not the umbrella company.  I have to notify NEST direct so still non the wiser why you keep making these comments.  Also the incompetence is all down to NEST (i.e., TATA) as a simple merging of accounts should have taken no more than 10 days and its now 6 weeks.  The fact i have two accounts is ridiculous when the same name and National Insurance number was used and should have been picked up by NEST.

dunstonh

SMH now what is the purpose of your comment? 

To be honest, you are wasting our time.     You clearly are here to moan rather than resolve the issue.     

Truro_Paul

The latest email from NEST:

"Thank you for your email dated 13 May 2024.

You’ve asked us the status of your retirement claim request.

We can confirm that we have received your documentation however we’ll be needing more information to proceed with your retirement claim. 

We’ll be in touch shortly to take your claim request further."

Seems to contradict what i was nice told on the phone. Also how are they getting in touch: portal, phone, email, carrier pigeon, personal visit from the CEO...? 

I will predict now they will want to see a form of ID such as driving licence or passport. They could have asked for these when I sent my bank statement and completed form by special delivery but then that would be too straightforward. 

Seems all the one star Trust Pilot reviews were correct and that they take you through a drawn-out, convoluted process probably in the hope you will change your mind.

Truro_Paul

*told on the phone

WOAD

dunstonh said:

SMH now what is the purpose of your comment? 

To be honest, you are wasting our time.     You clearly are here to moan rather than resolve the issue.     

LOL its obvious you are not helping the issue and wasting my time

WOAD

Truro_Paul said:

The latest email from NEST:

"Thank you for your email dated 13 May 2024.

You’ve asked us the status of your retirement claim request.

We can confirm that we have received your documentation however we’ll be needing more information to proceed with your retirement claim. 

We’ll be in touch shortly to take your claim request further."

Seems to contradict what i was nice told on the phone. Also how are they getting in touch: portal, phone, email, carrier pigeon, personal visit from the CEO...? 

I will predict now they will want to see a form of ID such as driving licence or passport. They could have asked for these when I sent my bank statement and completed form by special delivery but then that would be too straightforward. 

Seems all the one star Trust Pilot reviews were correct and that they take you through a drawn-out, convoluted process probably in the hope you will change your mind.

You do know you can send documentation electronically using their email service?  That is what i used to submit my documentation.  Glad i did as i had evidence that they received it and they could not dispute it. Also the online chat and telephone support work from a script as they kept repeating the same thing every time I spoke to them.  In the end i asked to speak to a supervisor but that took several attempts but it is the back office which seems to be the main problem.  The explanation they used on numerous occasions is it being dealt with or its been approved and it will take 5 working days.. You wait 5 working days and nothing is done and you ring up again and you back onto the magic roundabout again.  The worst thing is they never explain why nor manage your expectation and as a consequence you get frustrated with dealing with them.  Fully understand your frustration if they had said to me we have backlog and working on it and it take 4 weeks i would have accepted it reluctantly but they decided to lie continuously.  Even when you complain they don't respond but i suspect it is the volume of complaints they receive which is probably the main issue at the moment.  Don't expect them to ring you back or come back to you in writing with an answer and if they do you are lucky. I think i got two call-backs over a six to seven week period and very little feedback about what issue was and what i need to do or provide.  In the end i worked out myself what issue was which they could have told me me about and save everybody the hassle. 

Truro_Paul

penners324 said:

Truro_Paul said:

Update for anyone interested.

Still no money or news.

The Online Chat on the website is basically only any good if you are feeling lonely and want a text chat with someone, they certainly can't tell you anything useful

However, I got through quickly on the phone and the call centre staff were really helpful and even gave me a call back to confirm the actions they had taken. Seems a letter they sent on 29th April is lost in the post, which to be fair is all too common with Royal Mail at present. Another has been sent and once I receive that and give them a call they can proceed with the payout.

Any letter that Nest send out is also available in the portal.

How right you were.

The letter dated 29th April that finally arrived today 21st May and was the same later that appeared in my Inbox on the 5th May, so why couldn't the call centre staff tell me this...!?

Anyway, it arrived and I realised I had an old high street bank account (ie one of the big name bands) with a few quid in it that I have updated online and is active and so provided these details and returned the form by Special Delivery. It is actually the account the my former employer who enrolled me into NEST used to pay my wages into so fingers crossed (but not holding my breath).

WOAD

Truro_Paul said:

penners324 said:

Truro_Paul said:

Update for anyone interested.

Still no money or news.

The Online Chat on the website is basically only any good if you are feeling lonely and want a text chat with someone, they certainly can't tell you anything useful

However, I got through quickly on the phone and the call centre staff were really helpful and even gave me a call back to confirm the actions they had taken. Seems a letter they sent on 29th April is lost in the post, which to be fair is all too common with Royal Mail at present. Another has been sent and once I receive that and give them a call they can proceed with the payout.

Any letter that Nest send out is also available in the portal.

How right you were.

The letter dated 29th April that finally arrived today 21st May and was the same later that appeared in my Inbox on the 5th May, so why couldn't the call centre staff tell me this...!?

Anyway, it arrived and I realised I had an old high street bank account (ie one of the big name bands) with a few quid in it that I have updated online and is active and so provided these details and returned the form by Special Delivery. It is actually the account the my former employer who enrolled me into NEST used to pay my wages into so fingers crossed (but not holding my breath).

Good luck and by the way watch out for them locking your account just make ensure you have all of the relevant information copied.  They did that to me yesterday and keep sending me messages via their secure email system which i cant access.  Received a text message yesterday that i will be paid within 5 working days but lets see what happens.  Just want to stop dealing with these clowns