Prudential Reviews

1.4 Rating 127 Reviews
11 %
of reviewers recommend Prudential
1.4
Based on 127 reviews
Customer Service
Communication Channels
Telephone
Queries Resolved In
Over A Week

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Anonymous
Anonymous  // 01/01/2019
Don't invest with this company. If I could give a negative 1 review I would. I invested in a Euro fund 2015 and have been trying to get my money out since it matured in 2020. Last year, I was trapped overseas by coronavirus and contacted Prudential by phone only to be told that unless I had evidence of my address, I wouldn't be able to withdraw the money. A letter from my bank, an airBnb receipt (we were staying in one long-term) and any other suggested evidence was rejected. We finally got a permanent address--still stuck by the pandemic in January 2021 and I contacted Prudential again to get my money out. This was the last time I was able to get through on the phone. They told me that I needed to provide proof of address (which I had) and a certified copy of my husband's new passport (which had been renewed in the 5 intervening years). I got a certified copy, despite a full lockdown in Istanbul, sent all the required documents and then... nothing other than one email saying that my claim was being processed. Then... nothing. For five months. I tried to call repeatedly (at least once to three times a week) but couldn't get through on the phone. In the end, I had to send an email threatening legal action to get a reply, which amazingly, came very quickly. Apparently they couldn't verify the passport certification--something that would have been solved months before if I'd been able to get through on the phone, or if they'd emailed me. They also said they'd emailed me, but after searching all records, I was positive I hadn't received the email. Still, I gave them benefit of the doubt, and now that Istanbul was no longer locked down, went to a public government notary and got the passport certified yet again. I sent it through along with a query about my balance and a request that someone tell me they'd received the document and then... nothing. For two weeks. I tried calling every day, yet again no getting through. None of my emails were replied to, until I received one that was a direct copy and paste of the one they'd sent weeks before saying they couldn't verify the certifier of the passport, despite their number and name being clearly on their stamp on the document and despite the fact that I immediately called the notary and confirmed that they were definitely open and had been every day for the previous two weeks. I've resent the notarised passport with a request for my balance and confirmation they've received it and... nothing. I potentially have 200k Euro in this fund (I'm unsure of the balance due to the lack of communication since January) and have provided Prudential with every piece of information they've requested. They're not available for contact by phone. There are no names attached to the emails so I have no way of knowing if there's a human at the other end, it's been over a year and a half since I initially started trying to withdraw my money from the fund and I'm days away from pursuing legal action. This isn't the kind of behaviour you expect from a reputable corporation like this. This is the kind of behaviour you expect from a con artist who's run with your money.
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Posted 1 year ago
Absolute scum. Tried to draw down on my pension and got totally sidelined for 2.5 hours on the phone. They are going to tax me , even though I am allowed 25% tax free. But still can get my money as somebody has to talk to me in 6 days time 'to discuss' this request with me. It is my f*cking money, not theirs. (I am 58 and entitled to take my money out). Do not take any form of pension out with these criminals
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Posted 5 years ago
Prudential are having severe cash flow problems thousands of pensioners are not being paid on due date.The FCA are aware of this I Would not be surprised if a run took place solvency would be an issue.
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Posted 5 months ago
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
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Posted 2 years ago
Well, I finally reached 65. Having saved with Prudential for my retirement for years. Never missed a payment once and was excited to think they would contact me about my retirement and options. Oh dear! How stupid of me!!!! Not a damn word from them, letter, phone call, email, nothing. Absolutely gutted with Prudential customer service, not even worth one Star ⭐ disgraceful All round. Take my advice do not take a pension out with a Micky mouse 🐁 company that cannot look after there loyal customers. Kevin Willard. Kent.
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Posted 4 months ago
I have a small pension fund which I wish to cash in, you would think it was their money! I am continuously told untruths with regards to when I will get MY money. Ongoing delaying tactics. The Man from the Pru, these days, is associated with a company that cannot be trusted.
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Posted 4 months ago
Worst customer service ever experience Something must be done about this company the stress they have caused to policy holders Ombudsman should step in and sort them out Something wrong there
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Posted 6 months ago
Have a small pension which I wish to cash in, you would think it was their money, announcing on the.phone for 45 mins then get to speak to someone who pass me on to someone else, again hanging on, I just hung up. Think it would be different if you were taking a.policy out with them and giving them your money. Dreadful Gary Gregg
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Posted 6 months ago
A trust fund was set up in 1999 with 3 trustees. When I took over responsibility for operating the account for the policy holder in April this year, Prudential advised me that they did not hold any paperwork for the investment as it was too old and their records did not go back that far. They insisted that there was only one trustee for the policy, and admitted that the trust required a minimum of two trustees, and that they had incorrectly set up the trust in 1999. They blocked withdrawals from the account until additional trustees had been appointed. They initially advised me to get a solicitor to draw up a new trust deed at my expense, although later they sent me a form to make the appointment which only required witnessing. After hours on the phone, I am having difficulty accessing the funds. They requested so many types of i.d. which have all been sent to them. I made a complaint to the Ombudsman, and his investigation is continuing. An absolute nightmare of a company to deal with, and I would class their service as completely incompetent.
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Posted 6 months ago
JUST LIKE OTHERS = NOBODY ANSWERS THE PHONES !
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Posted 7 months ago
Unbelievably bad customer service. Being kept on hold for hours, nobody knows what they are talking about, contadictary advice, have to repeatedly phone only to get asked the same questions over again, then sent through to another line and nobody answers. The worst company i have EVER dealt with in my life! I'll be contacting the pensions ombudsman. Sick of this.
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Posted 8 months ago
Phoned Prudential 1st.June for my pension which as now matured to be transferred to my bank account on the 1st.July.It’s now the 20th.July and after numerous phone calls to the company I am still waiting for results.Terrible service.
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Posted 8 months ago
Utter Garbage i have a small pension with them but cant cash it in because i cant get hold of them. kept on hold for over an hour so i gave up there. Cant register online due to their records not matching. Tried online chat but they gave me a phone number which put me on hold for 45 mins again I gave up. So i cant get my money surely this is criminal. Worst company I have ever dealt with(or not as I cant get hold of them)
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Posted 9 months ago
Don't answer the phone..on going proplems to get hold them....keep passing you on...and on...not good...anyone out there with thus company...go to pension wise....instead....
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Posted 10 months ago
You are held in a queue by phone and for your pension when a annuitant client of prudential dies a pension will then be paid out to the party who has been waiting the longest period of time for their pension
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Posted 1 year ago
I too have been victim of Prudentials appalling customer service. I have been trying to get them to release the money from my personal pension since last August, and all that I hear from them is the value of my pension and asking me to speak to one of their financial advisors. Having sought independent advice from the PAS, it turns out that I don't need to speak to them, neither do I wish to. Upon ringing them for several hours, I get passed around several times until I just give up! If any normal company behaved like this, they would be out of business - maybe that's the plan - I expect the directors have their pensions nicely tucked up in some offshore tax haven. Excuse the rant, but this behaviour is totally unacceptable and must be called out. Would anyone be interested in submitting a joint complaint to the pension ombudsman? I have set up a Facebook group for those of us who are totally fed up with their behaviour - please join and post your comments and hopefully together we can achieve a resolution to our problems. Facebook Prudential Pensions user group.
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Posted 1 year ago
Absolute waste of time contacting them online or over the phone,you phone and wait forty minutes they answer and pass you onto another number and wait another hour and blame it on covid,There attitude stinks.
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Posted 1 year ago
Trying to get your own money out of this company is like getting blood to of a stone. Incompetent, delaying tactics and un-ending excuses. Avoid this company like the plague,....
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Posted 2 years ago
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?
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Posted 2 years ago
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!
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Posted 2 years ago
Prudential is rated 1.4 based on 127 reviews