New Capita-run Civil Service Pension Scheme - problems (what a surprise!)

blindnotstupid

I was sad before reading this thread, now I'm depressed. My wife turned 60 last year and wrote to capita unaware that the system is beyond broken. They haven't responded. She is sight impaired so online processes don't work for her and the phone was useless. Our mortgage comes due in a couple of weeks and she needs the lump sum to help pay it off and access to her pension so we can get a mortgage to cover the shortfall.

Any advice?

crazydaze27

Hello
I went to use my CSPS Android app, but it led nowhere. I assume it's defunct. I would have liked to have been told.
I then tried to register for the hub on my PC. I got as far as the security questions page, when it told me to choose security questions, but there were none displayed on screen for me to choose from, and the continue button was greyed out. I couldn't proceed further.
I tried to start registration again, but I was told the user name I had previously entered was already in use. I then tried to log in, but it told me my user name or password was incorrect.
I then tried to reset my password, but it asked me for a security question, which I didn't have, as it hadn't offered me one.
I tried Live chat, but it told me everyone was busy, and to try later. I tried phoning, but was in a queue for 13 minutes, then was cut off.
I then sent a message via the online message link, which they say they aim to reply to within 2 days, but I should wait 20 days before trying again.
Looking on here I see I'm not alone. Another successful government IT programme contracted out to an incompetent company. And symbolic of where a shambolic and malign IT industry is taking society.

MouldyOldDough

I am a CS pensioner - having spent 16 years receiving my pension with no issues at all

Just tried to RE-register on CSP - Managed to get through the whole procedure, successfully only to be told "YOUR REGISTRATION HAS FAILED - PLEASE GET IN TOUCH USING LIVE CHAT"

So I just spent the whole morning trying to get in contact - constantly being told "All agents are currently assisting other members, please try again shortly"

Then it automatically times out

Your conversation has been disconnected. For additional assistance, please start a new chat.

I give up - I am beaten

Shabbycat

https://forums.moneysavingexpert.com/discussion/comment/81954484#Comment_81954484

Not sure how useful it will be but advice I have read is to write to your MP copying in the cabinet office who are overseeing the recovery programme. They apparently have a hotline and can get people that are in financial hardship further up the priority list. The Civil Service Pension Alliance (£3 a month membership) have also been able to help people.

Capita have said that people that applied for a quote before 1/12/25 will be contacted by 10th April. I think it’s to check if you are still retiring rather than supplying a quote. After listening to the PAC meeting on 26th March I don’t believe a word Capita says.
In January I was on hold for four and a half hours!!!!

Good luck, I hope your wife gets some good news soon.

donttakeno4ananswer

I informed the pension scheme on October 2 and have heard nothing. Escalated at least eight times which is an excuse to get you off the phone. Allegedly, according to the Cabinet Office Permanent Secretary I will receive some message on the the portal by the 10 April; to-date I have received nothing and I don't expect any communication from them. I have resorted to emailing Richard Holroyd three times and although he replies he just passes to his complaint unit who equally do not reply, they've had my formal complaint since January.My advice to those thinking of retiring is don't if you can until this is sorted out, if you have then go back to your former employer and apply for a £5000 interim loan, submit a formal complaint to Capita then submit complaint to Pension Ombudsman and attach the letter. Unfortunately you have to give Capita four months before the Ombudsman will seek any legal address. All affected should receive compensation for the stress caused by this shambles. Contact your MP is a must, they should be representing you...don't be shy, this is your money you have worked very hard for it, you don't deserve to be treated like this

MouldyOldDough

I sent them an online enquiry - resulting in : Reference number NOT FOUND !

This doesn't fill me with any hope at all.

Watching_The_Wheels

Or you send them an online enquiry and after more than a week they respond with we need all your details again to find your account and for data protection; but didn’t I give you all my info to register on the portal I’ve used to send you this enquiry.

Continuing lack of comms beggars belief, wouldn’t be half so bad waiting if they let you know what was going on and when.

JoeCrystal

https://forums.moneysavingexpert.com/discussion/comment/81954928#Comment_81954928

Wow, that is dire… have you consider using reference number: NOT FOUND? But seriously, joking aside, that is appalling!

horsewithnoname

https://forums.moneysavingexpert.com/discussion/comment/81954484#Comment_81954484

try phoning at different times, emphasise that it is causing you hardship. Depending on your MP, involve your MP and maybe email the ceo of capita’s, you can Google the details, not sure if I’d be allowed to put them on here.
I feel so sorry for everyone caught up on this 😢

Golactico

https://www.civilserviceworld.com/professions/article/civil-service-pension-scheme-retirement-modeller-delayed

The latest in Capita's ongoing series of over-promising and under-delivering. The priority is quite correctly sorting out payments for those waiting, but it shouldn't be forgotten that the 'service' provided to members who are still working or with deferred benefits has been absolutely appalling too.