“Have been trying to access my pension account but forgot my password,so was locked out of it.As instructed have tried ringing customer services for past 3 weeks, actually managed to speak to somebody on one occasion who took my details for a callback but never heard a thing.I cannot afford to keep ringing up as it costs a fortune.I understand current situation but still very poor service.”
“Prudential, there is nothing good to be said about this company or its group or holdings or subsidiaries. Take notice others like you in huge numbers in countries around the world were never paid their pensions as well. Its called fraud and deception, but the prudential name is now tainted with the word corruption, as well. So do not become victim of Prudential the Insurer. Warning it changes its name like we change our socks and is a Government protected insurer. So don't waste your time with the Ombudsman it has no legal power to enforce anything including payment and is funded by Prudential. The Financial Conduct Authority are helpful and funded by Prudential as well. You could write to the HM Treasury to complain, good luck with this, that's if you get a reply from anyone with a name or with a reference number or a signature. Hopefully Prudential wont be the cause of the next financial crash?”
“One hour 36 minutes on phone. They read out all the information they had already sent in post. Failed to get money out - they said they’d have to ring me back next week. Patronising - asked me if I knew the difference between an accountant and a financial advisor. Spoke very fast. Terrible website - impossible to get information about my account. Correspondence awful- no information about the actual amount of my fund. Worst company ever”
“I have been trying to cash my pension in one lump sum since March 2020 and by now, August 2020, I am still waiting.
The only time I managed to speak to somebody on the phone was in March - ever since, no matter how long I have held the line, nobody has bothered to answer it.
After the first telephone conversation I was sent the wrong form. I wrote to request the correct form and it arrived some five weeks later.
Having returned the completed form, I have since heard absolutely nothing, despite written reminders.
Trying to contact the Prudential by email was also foiled, because while my policy number existed when I first accessed the website, an 'error' occurred, and by my third attempt the policy number did not exist any longer. Funny that!
Since no company can be this incompetent without great effort, it is quite clear that the Prudential is deliberately trying NOT to give me MY money, and I suspect that contacting the Ombudsman will have to be my next step.
If I could give this company a negative rating, I would!”
“Three months and waiting this is how long its taken and still nothing prudential are not in a hurry to pay you but the managers get paid on time every month they take so long to do anything very frustrating keep you waiting and waiting not acceptable prudential”
“Would give this company minus stars if the option was there. Takes days and days and hours and hours for someone to answer the phone. Many occasions you will be cut off and have to go through their ridiculous laborious out of date menu again and again. Their online portal is only available to a small choice of policy so phone is the only way to contact.
Once you get through your enquiry is only partially answered as you have to follow a step by step acknowledgement via post and then ring back on each stage where this frustrating merry go round starts again. My initial enquiry was almost a month ago and still not received my paperwork to progress my situation.
My enquiry is a simple one which has been resolved by my other pension companies within 3 days.
“Trying to close out 401K was told 2 weeks ago I should receive the money in 2 weeks. Today was told they have the information that the company I worked from went bankrupt but they needed a separation letter from a company that no longer exists.”
“Been trying for days to get my calls answered waiting for an hour each time and told there is just an over a 10 minute wait at the beginning . I can’t Register with my pru online as the 2 policy reference numbers I have been given don’t exist. I understand staff is low or are they shut completely which I think they are but would like to know why don’t my policy numbers don’t exist and where my pension money”
“Appreciate problems during Covid 19 but really The Pru are absolutely terrible!!! Wait time up to an hour each time, fobbed off with ‘letter in post’. Started process in March to get money in 20/21 financial year from PRP, but after more than 10 phone calls, all letter requests immediately replied to, am currently still on hold, 07/05, 6th phone call today, get cut off after period of time, current wait 27 mins.
“They are suddenly withholding an annuity payment for March which I have been receiving for the last 14 years without a problem. Impossible to reach them by phone or initially by e-mail. Gave me an e-mail to use after I had posted a bad review on Trustpilot and Facebook. Just got a standard reply but am not hopeful after seeing all the bad statements about them.”
“Don’t ever invest with these cowboys. They are obviously in serious financial trouble and using every excuse and tactic to delay and not pay. They suggested 2 weeks to receive a payment authorisation form. It’s been nearly 5 and only because I complain has somebody done me a favour to get it sent and sent 1st class as normally they use 2nd class. Then I am told once they get it back it will take 5 working days to process it and another 3-5 working days to get the funds. They won’t use email, and clearly the normal fast pay isn’t what they want to use. Disgusting service and then to cap it all their complaints manager will take 8 weeks to get back to me. Be warned.”
“Have been trying since January to get my pension pot paid out in cash. I think Prudential are in serious financial difficulty and will fold very soon. The excuses such as a new IT system for months now is not reasonable. every time you need something, the target date is weeks ahead. 7 weeks to get a pension booklet about my options? 4 weeks to get a form to sign. absolutely disgusting service. be warned.”
“I have been trying for months to get a pension fund value and to draw my pension. Up to now I have been given 5 different values and seem to be unable to start the process of cashing in my pension. I have made numerous phone calls and have had to wait up to 45 minutes just to speak to an advisor. This is the worst customer service I have ever received.”
“I was contacted by the Pru to say I was owed money because of mistakes made by them and would receive it within 28 days. This was 3 months ago. My husband died and it is his annuity they have not paid me correctly for 10 years. When I phone I am told various excuses from computer problems to so many other claimants and always told don't know when I will get the money.
Being promised money you realise you could do so much with is cruel on the mind but wishing doesn't have any effect. Only want what I am owed but just cant get it.”
“Prudential are greedy and only good at increasing premiums. Beware the with Scottish Amicable policies, Pru will use each and every review to increase monthly premiums
Often on flimsiest of reasons and very wordy lengthy explanations BEWARE EVERYONE,.”
“The way this Company deal with customers is a total disgrace. My Husband has a pension which was due to mature mid October 2019. Two Months later he is still waiting for his money. It took 2 Months even to send his pack to him. Despite numerous phone calls and promises of call backs which are NEVER honoured. Yesterday we waited 45minutes just to be answered, that happens each time. I tried to email and guess what? The site was out of order and “sorry the system is down at the moment” is a regular excuse. Yet again he was promised a call back this morning did he get it? Did he heck, and to add salt to the wound they are still taking premiums! Financial Ombudsman here we come ........”
“Was informed by Prudential in October that the money owed to me by them for underpaid annuity, would be made withing 28 days. Week short of Christmas and I am still waiting (56 days). The only person you can talk to is someone reading off a script stating payments are delayed. Wonder if the bosses bonuses ever get delayed ? Are Prudential in financial difficulty ? Contact with a back street shyster would probably get a better response.”
“If you're an executor of an estate, be warned that Prudential will only issue payments by cheque and will not issue them using the name of an executor. Rather they make payments to "The Executors". We found that most banks will not accept this. You may find that you will only be able to bank the cheque with an executor's account (which very few banks offer). In our case, Prudential had a "computer says no" approach to this situation and blamed the banks for not accepting the cheque, rather than simply re-issuing the cheque in the name of one of the executors. Prudential do not seem to recognise that they are just making life unnecessarily difficult for those who may already be dealing with difficult situations.”
“Very poor service only insurance company that asking for probate, even the probate cannot understand why they are insisting on it for a small amount of money. The will clearly states benefactor shame on you!”
“If I could give the Prudential no stars I could. I am having terrible trouble accessing my pension. I have spent hours on the telephone to them to no avail. Deadlines pass and we start again. Next stop the Ombudsman. Please do not invest with them”