Problem with monthly payments to Aviva

System

This discussion was created from comments split from: AVIVA Pension - atrocious customer service. Should I complain to an Ombudsman?.

grouchoharpochico

I set up regular income payments from my pension with Aviva in February, with the payment meant to land in my bank each month on the 1st. In March it was on the 5th. Last month, after chasing in several phone calls, it finally appeared on the 28th. This month, despite several further phone calls, nothing has come through. Each person I speak to says they will 'escalate' it, or talk to their superior and come back to me, and no-one does. I've pushed through a complaint via the website, but it's highly infuriating. Especially as the other private pension I have arrives regular as clockwork on the same day each month, and has done so for several years. Isn't a regular monthly payment simply automated until advised otherwise? Really don't see why this is so hard for them?

Marcon

grouchoharpochico said:

I set up regular income payments from my pension with Aviva in February, with the payment meant to land in my bank each month on the 1st. In March it was on the 5th. Last month, after chasing in several phone calls, it finally appeared on the 28th. This month, despite several further phone calls, nothing has come through. Each person I speak to says they will 'escalate' it, or talk to their superior and come back to me, and no-one does. I've pushed through a complaint via the website, but it's highly infuriating. Especially as the other private pension I have arrives regular as clockwork on the same day each month, and has done so for several years. Isn't a regular monthly payment simply automated until advised otherwise? Really don't see why this is so hard for them?

There's clearly something adrift somewhere. Have you raised a formal complaint with them, outlining exactly what issues you've been having?