Tips on contacting MyCSP

asp746

trying to contact Mycsp is impossible.  I've been trying to get in my online account for weeks as it kept saying wrong username or password, i've rung but i'm a front facing CS role so difficult but i've tried a couple of times.  Found an email but heard nothing yet.  Talking around the office and on Reddit this seems a common problem.  It's so frustrating as i'm wanting to start planning as i'm 58 but can't get access to my own information.  

Marcon

JohnluckPicard said:

Ive been trying to contact them over the last few days by phone. Ive currently been on hold for 55 minutes. When i did get through to them i spoke to someone last week who had no idea what i was talking about and ended the call.

I cant see anyway of contacting them by email on the portal. Only by post or 'ring them'. Post? really?

Oh, I was going to make a complaint but the webpage does not load correctly on Edge or chrome.

What a shambles of an organisation

Have you tried their contact form: https://www.civilservicepensionscheme.org.uk/about-us/contact-us/#:~:text=You%20can%20call%20our%20specialist,below%20and%20complete%20the%20form.

michaels

asp746 said:

trying to contact Mycsp is impossible.  I've been trying to get in my online account for weeks as it kept saying wrong username or password, i've rung but i'm a front facing CS role so difficult but i've tried a couple of times.  Found an email but heard nothing yet.  Talking around the office and on Reddit this seems a common problem.  It's so frustrating as i'm wanting to start planning as i'm 58 but can't get access to my own information.  

If you lock out your password with three wrong attempts then password reset no longer works (you can reset but this does not unlock the account) and you have to phone up to get them to unlock (they seem to just ignore or never get to email or online requests)

This has been the same for years. A private sector organisation would have fixed the IT for Customer Service reasons or been forced to via complaints to the regulator and there is always the option to switch provider.  Public sector no regulation, no choice and the problem is never resolved and time is wasted by both the pension holder and the customer service team.

The admin of CS pensions is soon to move to Capita because they offered to do it more cheaply than the incumbent. Don't expect the customer experience to improve!

OldBeanz

contactcentre@mycsp.co.uk

Make a complaint. 

Refer them to your MP if you feel they are not responding in a timely manner

They are useless

Good luck.

ali_bear

michaels said:

The admin of CS pensions is soon to move to Capita because they offered to do it more cheaply than the incumbent. Don't expect the customer experience to improve!

Crapita. Brilliant   

Wobble101

i was in a similar position. I complained via my HR department and that did result in a response (though not a useful one!). 

michaels

Don't know whether to laugh or cry

I have locked my MyCSP account by getting the password wrong 3 times.  At this point their 'poor' IT means that even if you do a password reset successfully the account remains locked and you have to phone up to unlock it.

First call disconnected after 15 minutes

Second call connected after 1 hour, got to the 'your new temporary password is 'Abcdef...' and the call drops at that moment, 5 seconds longer and I would have been sorted!

hugheskevi

michaels said:

Don't know whether to laugh or cry

I have locked my MyCSP account by getting the password wrong 3 times.  At this point their 'poor' IT means that even if you do a password reset successfully the account remains locked and you have to phone up to unlock it.

First call disconnected after 15 minutes

Second call connected after 1 hour, got to the 'your new temporary password is 'Abcdef...' and the call drops at that moment, 5 seconds longer and I would have been sorted!

I think you can also get it reset via the help email listed at this link, portal@mycsp.co.uk.

It will take a while to get an email response though.