Prudential Plc Opiniões 399

29/11/24 Prudential International wrote to inform me that I was owed quite a substantial amount of money. By return post I responded with a copy of the relevant details in order for them to process the return of my money.

7/2/25 at 10.41am I phoned to ask where my money was. I was told that an email would be sent to me within 10 working days to detail the progress (not the money).

24/2/25 at 10.25am, no email had been received. When I phoned they said my concerns had been escalated. Again a further promise that an update would be provided in 72 hours.

28/2/25 at 2.19pm, it was now supposedly a priority. They asked for 5 working days from 24/2/25 at 10.25am.

4/3/25 at 9.16am, it is now ‘a complaint and this complaint will now be acknowledged in 5 working days.

Not the money or a progress report but an acknowledgment of the complaint. Anybody else having a problem with Prudential International?

07-03-25. I have had an email from the Pru. They are sorry I’m disappointed and are sending me £150.
The money that they owe me will take 5 days to verify then 3 days to arrive in my bank. Today is the 8th clear day (9th if you count the 7th of March.) Needless to say neither sum has arrived.

I set up an AVC through my local authority work place pension. First of all it took about two weeks for my contributions to show up in my AVC account. Finally after showing up they disappeared and my account balance was showing as zero?? I messaged PRU to be told they haven’t received my contribution! I told them this is not the case at all as the money was there the week before. This is very concerning how their system can lose your money and after reading the other reviews I would advise PRU they seriously need to upgrade their system. You should be able to trust such a huge well known establishment.

Well where do I begin! Like the previous writer if I could give less than 1 star I would!
Iv'e held a private pension policy with the Pru since 1985 and I wanted to cash it in 4 yrs ago. Im now 69 and I could have cashed it when I was 55 but chose to keep paying into it. If I'd have known then what I would have to go through to access my own funds I would have never invested with these guys in the first place. My father swore by the Pru but he would be turning in his grave at the treatment I have endured over the last 4 years.
Started trying to access my funds in 2021. I must add that I'm now living in Australia. I spent hours and hours on the phone with various staff being passed down a long line of people who "couldn't deal with my situation" (not sure what they're being payed to do here) only to be cut off after a 2hr plus phone call with no results. This happened on numerous occasions to the point where I really didn't want to have any dealings with them, so I decided instead of drawing an annuity which would have tied me to them, I would withdraw my entire funds and put them in an Australian superfund. This caused even more hassle for me, as I was told I personally couldn't access my full fund and would have to employ a financial advisor to do so.
After many official complaints from myself and my financial advisor on my behalf and almost 4 years later I finally have my funds over in Australia and out of Prudentials hands.
I cannot begin to describe the worry, stress & anxiety plus financial burden this company has caused me.
No pensioner should have to go through this amount of stress at this time in life.
I'm convinced that they hope that you will just give up trying to access your money. They are absolutely appalling as a company for investing your money in and my advice is to never ever consider using Prudential UK if you value your savings.
Good luck everyone out there struggling in this situation .

Heene and Shadid were both very helpful and professional.

Unfortunately due to personal circumstances I am away from home for an extended period and don’t have my pension policy number. It is a relatively small amount that I want withdraw as a lump sum before the end of the tax year,

No problem you’d think I have all the other info to enable them to find it. 8 people have now tried with no success and no explanation other than it may be something to do with merged systems or someone else managing it…

Not very confidence inspiring!

I submitted a query for the trace team” on 4/2/25. By letter and their email form - it is now 13th and despite their own 5 working day timeline indicator have heard nothing

Tried to submit a complaint - got a pop up message saying “technical issues” with a number to call and an error code. Called and agent had no idea …. Went through the same process again and surprise they still can’t find my pension! Asked for a complaint to be raised and told another 5 working days for someone to get back to me. Unsurprisingly I have no confidence I will be contacted

I point out their obligations under UK Consumer Duty regulations and they had no idea what I was talking about

So I guess I have no choice but to let the 8 week complaint procedure to play out and then escalate to FOS

If i could give no stars I would customer service is beyond terrible .
Lost my father 2023 and been trying to sort out his finances with this company, Don't get the letters they send only emails . Tell me they are calling me and don't. I have been trying to sort this since June 2024. You only get to talk to someone that doesn't know what they are saying. It's bad enough loosing a parent but to go through all this is a nightmare. Going to take this further

I had a pension which i paid into for 20 out of 30 years. I took a lump sum and my return was excellent. My fund had been managed very well and the staff were outstanding and so helpful at the time of withdrawing my fund. Thank you.

I WAS ABLE TO CHANGE DETAILS ON MY PENSION VDERY EASY

Oh dear - looked at Prudential and find they have 95% one star!! My experience is not as bad as many hence two stars. Wanted to withdraw a large sum from a Prudence bond I took out 31 years ago. Complex to do due to the tax rules but that is not the fault of Prudential. However it took Prudential 12 days to send the money yet they took the money from my Prudence bond immediately. Guess they pocket the interest over 12 days. Apart from an email at the beginning to acknowledge the request there is no way of monitoring progress - one just has to sit and wait and hope the money has not gone astray. Why can't they show progress? Not at all customer focused. Will be glad when next tax year starts and I can close the bond.

I would give 0 stars if possible, pru contacted me as next of kin for my mum. Apparently she had a pension with them they requested form after form completing over the space of months why they can’t just send them all together I will never know, they wanted id, will etc sending. Will states who money should be left to due to family issues. I then get a letter saying they must contact all children including those who are written out of will and pru will decide who the money goes to. No contact for months can’t get an update, rude staff. This is the most irritating experience of my life so much I’ve had the in-laws remove all their savings from pru as I simply cannot do this again( again this is a nightmare to get out) . This matter with my mums will is still ongoing and I have no further information. I honestly believe they are trying to drag it out to 2 years after her passing so they don’t have pay it out.

The Prudential need to hang their professional heads in shame. They have caused financial and personal stress due to the inept handling of the payment of my lump sum AVC, which in turn is holding up the payment of my Local Government Pension and lump sum. The communication is appalling, speaking to a call centre, who pass messages on, don't ring you back, complaining doesn't help. They have the market for the Local Government Pension AVC scheme up, so they can get away with the most appalling levels of customer service, they don't care at all for the distress of their customers.

Utterly useless. They sent the same email twice two minutes apart. They said they send out forms which they didn't, they take an age to get back to you, they can't facilitate a simple pension contribution increase. Utterly utterly useless.

Wish I could have given them 0 stars

Tried to withdraw and endowment policy after almost 25 years of paying it. I've been passed from pillar to post for the past 6 weeks without it being resolved. The Prudential have lied, mismanaged my request beyond any level I have ever experienced. They've told me they've lost documents, haven't received information - almost every trick in the book not to payout my endowment policy that I need as a deposit for a new property. If you have a policy with the Prudential, I would suggest you consider moving it to another provider and make sure you have loads of time to start the process!

I was appalled and saddened to read the experiences here regarding Prudential.It made me extremely concerned that my Husband wasn't going to receive his pension lump sum that he'd been paying into for 36 years.
He was told he would require the services of an alloted Financial Adviser before the sum could be released. How very fortunate was he that the Financial Adviser was Donna Bailey.
Donna has been so professional, engaging, friendly and above all honest. She has integrity and takes great personal pride in assisting her clients.I highly recommend Donna and only wish others here could have been fortunate to receive her advice and hard work.
Donna liased with Supervisor Diane Faulkner so thanks go to her also.
Thank you so much Donna for your care.It appears that others need to learn from your example.

Very disappointed on behalf of my father. He has a bond with the Pru - but to get it paid out is proving impossible. First, they want to get the original copy of the LPA that allows me to manage his affairs. Everyone else requires a code rather than the original. Even worse, they require two forms of identification - but he has no passport or license (being 94 and not having traveled for many years). So, I suppose we will not be able to get his money out! Shocking. Also, they are late replying to any enquiries. A very greedy company.

Things have only got worse since my father died. I am trying to deal with my fathers estate. Here is an example of an incomprehensible electronic message they sent me: "To enable us to deal with the claim, please forward Mr Stanley Charles Ernest Whitehead's death certificate in the enclosed envelope. We’ll then return this to you together with the policy valuation and confirmation of our requirements. Please make sure the images you send are high quality, unobstructed, uncropped and are full document pages. The details on the images you send must match the account details. We'll accept copies of birth, marriage and death certificates as evidence for actions such as a change of name, policy changes or making a claim. However, please be aware that Crown Copyright legislation states we should receive originals. Kind regards, Anand Shekhar Prubond Surrenders"

For starters, they talk about an "enclosed envelope" in an electronic message. Then they are completely unclear about whether they want the original death certificate (which hasn't been released) or not (because I am making a claim). Rubbish

Have been waiting over 6 months for my brothers money to be paid, this company is an absolute joke.
I would not recommend anyone to invest in this company.
My next step is the pensions ombudsman.

Very much the same as others here, waiting for my AVC pension since September. Given a host of excuses and lies, told twice the money would be paid on specific dates! No money and no reason, they are truly appalling, inept! I will be pursuing the Ombudsman and taking legal action immediately as they are fraudulently withholding money which is rightfully mine. What I would urge everyone to do who has a grievance is asking via a Subject Access Request for all GDPR data they hold on you. It's your legal right and they are obligated within a time frame to send you all correspondence they hold on you, including all internal communications. This will aid you with your claim and ensures complete transparency.

My mother has a bond with this company which was put into trust some time ago. There have been some issues over the trust, but ultimately they were rectified by a solicitor, and the trust closed. Prudential have now been refusing to pay out for over 3 years, despite there being overwhelming evidence to show the trust was in order and closed.

My mother has since died without getting her money, and I am now having to resort to the financial ombudsman.

SHAMEFUL!!!!

Shocking company. My husband cashed in his pension but it hasn't been sent to him. They blame IT errors and can't say when he will receive it. It's littery pension theft. We are going to take legal action against this awful company

Another month gone by and still no satisfaction from Prudential, THIS ONGOING SAGA , my pension due for payment 1st July 2023, still being investigated ? what are they investigating the only thing to investigate is why they have not paid out the proper annuity?
The second pension was due for payment 1st January,2024, and guess what they are still investigating the only common fact they do not pay out, Do they not think i actually need this money to live on ? no they do not care about the customers once the contributions are finished. I should be retired in pretty good financial health but Prudential do not bother to pay out, but they do have some amazing excuses why they cannot pay, Meanwhile I am left living on just over £300-00 per month .
I truly wish I had never taken out 2 Prudential pensions 37 and 38 years ago.
A TOTALLY USELESS COMPANY AVOID AT ALL COSTS