Janus Henderson Opiniões 95

The chat was very responsive and provided all the answers I needed - really helpful and quick.

No matter how many times I tried I cannot log onto my account... I made sure everything typed in was correct (spelled correctly and used the correct capitalization- no cut and paste from my form filler).

Failure! This happens constantly with Janus- my frustrations with them is bottomless!

UPDATE 12/09- Finally reached someone who resolved it. Thanks!

I had issues with downloading my statements and Michael was very helpful with suggestions although unsuccessful in the end he has now raised the issue to the IT team and posting out required documents.

It took 21 months to get our money, and when we finally got it, the account had LOST a minimum of $8000.00. Also, although they sent a form for us to tell them how much to take out in taxes, I guess those got lost too. They took no taxes out. Again, stay away!

information given was precise and answered the query i had

One star is far too generous! My Mother died 24 years ago. I am the Executor of her Estate and I received a letter from Janus Henderson, out of the blue, stating they had an outstanding amount held in my Late Mother’s client account! How did that happen? I contacted them and was told, we are sorry for your loss! What, are they truly sorry, for my loss? And 24 years is a long time to hold onto a deceased client’s money. Have they been earning interest on it? I’ve sent them a letter, as instructed, now how long does it take to write a cheque. I know the answer already, 24 years and counting as I have been told 3 times on separate occasions The Resolution Team will call, in 5 days, then 8 days and now 10 days, why don’t they say 24 years!!!

What an absolute shambles!!
Trying to release my own funds form an account now for over 6 weeks and in spite of assurances every week that funds will be released still no funds. Now the value has gone down so who is going to cover that.
No one has any idea what is going on.
AVOID

Michael was very helpful and answered all my questions.

I recently registered with JHI's online portal. I have two accounts with them but after completing the registration process and logging in, only one of my accounts was showing in my Dashboard. Fortunately their online help contains an article entitled 'How can I view all of my accounts', so on 23rd August I followed the instructions in the article, expecting that, as a routine enquiry, it would be resolved quickly and without fuss. What followed was a catalogue of consistent, utterly breathtaking incompetence as they attempted to address this simple request.

Their initial response contradicted the advice in the help article, and advised me that to pursue my query I would need to write, print, sign, scan and upload a letter describing the issue.

A few days after having done so I received an email from JHI informing me that my query had been resolved, so I logged into the portal only to find that the one account that had been visible previously had now disappeared. I also noticed that my surname had been prefixed with an asterisk and amended to all lower case. I tried to correct this myself but JHI's system interprets this as an actual change of name and asks for supporting documentation!

When I informed JHI of the continuing and additional problems I received a response to say that this had been raised with 'the team'. In the interim I was away from home for a few days and returned to find a letter from JHI stating that I had previously held two Client Ids (these are different from account numbers) and that the two Ids had been merged and that I should now be able to view both of my accounts. Unfortunately the letter did not state the Client Id under which the accounts had been merged. When I logged in after reading the letter nothing had changed - no accounts visible, surname still incorrect. While logged in I checked my online documents and noted the Client Id under which they were listed, and it occurred to me that JHI may have merged my holdings under a second Client Id of which I was unaware, although as there is no way to amend a Client Id was 'stuck' with my existing one. I again replied pointing out the continuing issues and was told that they would raise the issue with their IT department.

I have today received a pair of emails from JHI, the first stating that they have responded to my enquiry and the second that the ticket has been resolved. I had also been sent similar emails on the 6th, 12th, 17th, 23rd and 30th September, all claiming to have fixed the issue, so as you can imagine my hopes were not high.

What I did not expect was that when attempting to log in I would be met with the message 'You’ve entered incorrect login information. Please try again.' This was not a simple case of my mistyping my email address or password. As you can imagine, over the course of this farce the password has been burned into my memory. In desperation I clicked on the 'Forgotten your password?' link in the hope of being able to reset it, but have not received any response, and yes I have checked my junk folder.

So the only conclusion I can come to is that if JHI can't resolve your issue, they make the problem go away by deleting your online account. I know we all come across poor service from time to time and I appreciate that things can go wrong, but to have had so many opportunities to address my query and somehow manage to make things progressively worse over the course of over a month surely takes things to a whole new level.

*** UPDATE 13/10/24 ***
At the time of writing, my review was an accurate reflection of the frustrations I had experienced with JHI's online portal. They have now resolved my issue which evidently was caused by a problem de-duping multiple customer records that they were holding for me. I have now added a star to my initial rating - this was after being called by a member of the JHI team who was interested in understanding my issues, recognised that there are areas where change is needed and was keen to feedback the points I had raised so that processes could be improved. It was a welcome change from the typical stock response (we regret that our service has fallen short on this occasion etc...) that is so often trotted out in response to complaints made to large companies. I am happy to give credit where it's due, and I feel it's only fair to do so here.

Web site slow, often cannot logon, this compared to similar sites. Not intuitive, could not find 'tickets' for contact I have made. Links from emails do not work.
Web site does not offer similar access than say M&G. Cannot amend payments for example, still need to do this via paper despite all the rigorous security on web site. Android app, works better but is only good to display holding, cant do anything else. Have been with JH for many years, doubt I would have chosen them based upon their online offering.

I was trying to find out how to notify the death of an investor. It was not as easy as other financial institution websites to find information, e.g. no search results for bereavement or death. The answer in the end was in the FAQs. Perhaps I should have guessed? Anyway, I used the Chat function and quickly got the info I needed.

Despite registering an official Complaint with this company over 2 weeks ago with an ongoing issue dating back to December 2023 regarding registering a POA. I have received I voicemail telling me they would be back in contact.
Well you haven't
Since December 2023 I have issued them with 2 acess codes to view the POA on line, yes they have been viewed,
I have put in several calls in the past month and despite promises of a call back and finally escalating to a complaint , still no acknowledgement.

WHAT DOES IT TAKE FOR YOU TO RESOLVE THIS?

30th August in response to your reply

Thank you for your standard reply! As I have already given the details 5 times to date, I suggest you call me ( at least 3 of your colleagues have my contact details) as promised over 3 weeks ago.

After reading bad reviews, I have to review this Company on my experience. The settlement of my late brother's account was finalised very efficiently and promptly. The staff that I spoke to on the phone were very helpful and knowledgeable.

I would agree with many of these 1 star reviews. My father died in Nov 23 and we are still trying to get the APS ISA valuation from them to send to the other ISA investor. Firstly they would not provide the valuation to the other provider as they had no grant of probate on file. This was then sent to them and I contacted them to ensure that this had now been registered with them and were in a position to provide the APS ISA valuation to the other ISA provider. Janus Henderson confirmed yes all in order. Then I get another letter a few weeks later requesting MORE INFORMATION when I was categorically informed that all the information had been received already for them to provide a valuation to the other ISA provider. So then had to send another letter with more information and a few weeks later still waiting for them to send the APS ISA valuation to the other provider. Called them to find out what is going on and usual drivel, that they have a high volume of correspondence and only as I called are they now updating their systems so that the APS ISA valuation is sent to the other ISA provider. Just want to close the account my father had so that my mother can invest elsewhere as never will use this company to invest any money on my or anyone of my friends or family behalf. Bureaucratic nightmare, have dealt with other ISA providers and the process is so much more smoother and a lot less paperwork. Janus Henderson you need to think long and hard about streamlining your processes and getting with the times, there is technology out there that could improve your outdated, archaic ways of working. WILL NOT BE RECOMMENDING YOUR SERVICES TO ANYONE.

I have had for many years a small amount of savings with these people. I have recencty receives a series of letters asking me to prove that I am who I am. These they say must be certified by a professional of one type on a list. I have no dealings with any such and contacted the company asking if alternatives would be accepable. Despite my sending multiple emails, I am still waiting for a reply.
UPDATE 6 June
Still waiting! Emailed again.
UPDATE 16 July
I have eventually heard back from them that what I judged a very reasonable suggestion that my papers could be countersigned by the chair or clerk of the parish council of which am a member would not be acceptable. How ridiculous!

Shambolic is too mild for this company. We are now 9 months down the line trying to obtain our money from this company.
Despite many emails, requests for forms that they’ve already had several times, very poor response, (one letter postmarked Usbeckistan), letters sent to my late mother in law, cannot find any details we are at our wits end.
We have now prepared a dossier for financial ombudsman, and we are going to the media with this.
Despite sending an email over a week ago setting a final deadline, not even had an acknowledgement of receipt.
We’re beginning to think they are in financial difficulties, and anyone who is thinking about investing in this company should think very carefully before trusting them with even £1 of their money

My wife & I each held an investment account, both dating back to 2011 (pre Janus merger). Lump sums left to grow so no transactions, until 2023 & March 2024.

We are both UK nationals & UK taxpayers & always have been.

Last year I cashed in my plan through their portal. Transaction confirmed then 10 days later I get a letter saying that funds not issued since I hadn't registered my UK bank account - no call or email, just a letter issued second class & received 10 days later! BUT, I had registered my bank, they messed up but only resolved after phone calls with a Manager.

Fast forward to Mar 2024 when my wife tried to cash-in her plan. Portal transaction confirmed, then lack of funds queried via "chat" a week later. Told payment should arrive in 2-3 days. Then lo and behold a letter is received TEN DAYS after withdrawal submitted on 14 March. Letter suggests that my wife needs to complete a US W8 BEN form to prove she's not a US national or US tax payer!!!!!! She immediately raises a complaint via email and hears NOTHING. No call, email or letter despite chasing via portal "chat". Truly shambolic & incompetent people.

Their complaints procedure promises a response in 5 days....we finally got an acknowledgement by letter 11 April, NINETEEN days later. No urgency on their part, no service, zero interest in their obligations. I had to lend money to my wife to cover their incompetence.

I'll save the rest of the story & think a referral to the FCA is in order.

Probably the second worst company I have ever dealt with, 100% Total Rubbish Customer Service. They have a total disregard for customers and their Mental Health. I would Never Recommend this business to anyone. They are very unhelpful and staff unprofessional. Wish I could only given them NO STARS

This company are frustrating beyond belief! When my father died, dealing with them was so difficult that we lodged a complaint, for which we got a measly token gesture of money and a generic sorry letter. Now trying to tell them my mother is dying, and cannot verify her identity even though she has been an investor for over 30 years, they are just not listening. I have sent them two differently certified power of attorney documents, the latter properly certified in accordance with GOV.UK guidance, but this is still not good enough.
How many times can I tell you the same thing and then have to wait a month for a response
AVOID!!!

After reading the negative reviews here I contacted Janus Henderson by telephone expecting a long wait. Within a couple of minutes I got through to a very pleasant adviser who dealt with my query very efficiently. So one satisfactory experience at least!!