Prudential Plc

Very poor company. Very poor communications. Waited hours to get through to someone who immediately said they were not qualified to deal with my account and no-one else was available. I had a to have a call back , the next available call back was in 1 weeks time. They did call back and then she said she was not qualified to deal with my account. Starting to seem like a scam company , be careful !

Invested in AVCs via AvcWise in Prudential to augment pension. Some information was not forwarded by my employer in the precise format the Prudential wanted, resulting in the entire pension being blocked, not just the AVC element. My pension provider chased several times with no acknowledgement or reply. Calls are answered slowly, up to 23 minutes, regardless of time of day or week. Delay of several months without any pension at all. For people for whom this is their sole income, this is deplorable. Initially, Prudential did not invest my payments for six months, but still made the deductions from salary, which is grossly incompetent call centre staff were unaware on more than one occasion. There is a plethora of terrible experiences in other reviews, some of which are heart rending, of older people being deprived of their sole income. It would seem that they trade on historic reputation. I'm mystified why local authorities and other organisations continue to use them, but they do. Trust Pilot doesn't permit zero star reviews. This company should be investigated. I have written to my MP and Chair of the Council concerning this.

I can only agree with the other reviewers. This once reputable company has gone downhill and reached rock bottom. Poor service, promised calls not returned, no access to complaints department, incomprehensible letters...I could go on. I'm afraid I can't be constructive about this company. This was happening over five months!

The mypru portal is absolutely useless you cannot do anything on it i.e take money out without having to phone up which is waste of space in this day and age ended up transferring my pensions to another competitor who have a perfect user interface,come on Pru keep up with the times and start investing in decent software so your customers can easily access there pensions!

I cannot get to speak with anyone about my late brother's policy because I'm constantly told the information I gave them is somehow incorrect and therefore they cannot open his file.
I gave the exact same security answers the last time I rang and they worked fine. Seems every other call is automatically refused on the basis of security.
Writing to them is no good because they claim not to have received any of my letters despite being in their own pre-paid envelopes.
I get the feeling they are just stringing people along so they can hang on to the money as long as possible. There is one excuse after another. Allow 15 working days, the system is running slow, there is a hold up with the pension payouts.......
Their website is worse than useless and sends you in circles. Where is the complaint email address?
I can't in all honesty say anything good about my dealings with this company. Every attempt I make to communicate with them leaves my blood pressure skyrocketing.

Trying to access my pension now they want charge me thousands for financial advice

My Mum & Dad used the Prudential all their lives for life and home insurance for more than 70 years but now they have both passed away the Pru will not insure the house as now unoccupied. Only one words for this company is Scum

I have tried to get my pension from,, Prudential, so many hurdles, rude, patronising, no service skills, conflicting information and after being passed from one person to another and about to be passed to the fourth (and an hour and fifteen minutes) I hung up with despair. I have written many letters of which they at first questioned receipt of, only later find they had them on screen. I caught them out several times with their untruths. What has happened to the Man from the Pru. I have anxiety issues, and have difficulty dealing with this sort of thing, however that fell on deaf ears, when mentioned. In short it is my money that I have saved over 40yrs for a meager return, surly it should be easy to pay it out. I wish I never bothered, I struggled when I was young to pay my premiums when I could have spent the money on my family. I thought I was doing the right thing for my retirement, they should be ashamed of themselves, The Prudential today, is a company I would not recommend you should invest your money. They wear masks!!

There wasn’t an option to give a minus score.
I have never dealt with such an incompetent and negligent company in my life.
11 weeks ago I requested a withdrawal of funds from an investment bond to pay for my mums care home fees. After being given false information time after time, probably nearing 50 phone calls and never being able to speak to the same person and now personally in debt to cover my mums fees from our mortgage monies I am still awaiting the funds. I am told the mines were transferred on 28th June…in which century are they operating. No bank transfer takes nearly two weeks!!! Still waiting. All I need is the transfer number to the receiving bank can trace the missing monies but even that seems too difficult…for 7 days I’ve been asking for that…still waiting. The stress this is causing is horrendous.
I would NEVER use this company for anything….STEER WELL CLEAR and invest wisely with a reputable company.

Unable to register online therefore unable to get any access or information or statement for my investment. Repeatedly told there is a technical difficulty for 2 months now. No response to online complaint and apparently no complaint registered.
Now told it will take 8 weeks to investigate.

Message room takes around a week to get an answer, live chat has a preset default response which is to say your query has been escalated to the relevant team, not that you'll ever hear from that team, when asked to actually answer a question they say they can't as the query has been escalated to the relevant team. I honestly think the live chat team have competitions to see what they can wind up the most and probably roll about laughing while operating the chat. Refuse to give you straight information and never answer e mails. Very very poor customer service. Just go anywhere else and I mean anywhere. Pru won't read this, or maybe will escalate it to the relevant team.

Awful services. Constantly put hurdles in way when trying to transfer pension to a different provider. constant delay tactics, not issuing paperwork to my financial advisor for weeks after requesting. Constantly being told its in processing every time you ring for an update. All delay tactics to hold on to your money as long as possible. In this digital day and age it should not take a minimum 16 working days to transfer my money to another provider.
Absolute disgrace of a company. Steer clear , invest your money elsewhere

Giving one star as zero wasnt an option. Awful customer service during the transfer of funds from them to another provider. 3 months on it is still on going. Outdated communication, letters sent that never arrive, refuse to email them until pushed. Lack of updates and communication - resulting in many phone calls in my own time to them to chase info. Got more updates about what was going on from ringing my other pension provider, who told me more about my transfer request from Prudential, than Prudential itself did. My wife has a pension with them as well, and once this is sorted, that one will be transferred away too. Very poor provider and communicator. Reported to Pension Ombudsman

Two interactions with Prudential over the last few years and both marred by ineptitude, incompetence and ineffectiveness. I shall explain: I have an article on my list of documents in my account which I have not been able to open. It is called 'Personal Pension Deferral Letter' dated 13 March 2023.
I have never been able to open this document directly from my account, nor when I have downloaded it. I can, and have, opened every other document. I contacted Prudential via there 'chat' (which it isn't - one has to leave a message and then hopefully they read it and then they email you, explaining they have replied to you, and then you need to access your account and the 'chat' page and seek their reply). Anyway, I explained what document it was, what happened when I clicked on it and the error message I got, also the browsers and pdf software I used (several) to try and open the aforementioned file. I am a retired graphic designer, so I not only knew this was the info they needed, but also that it was a simple fix: open the corrupt document in the software used to create/save it and resave it, thus clearing the corruption. This would take any competent person less than one minute.
I subsequently received a 'no reply' email telling me they had replied to my 'chat'. They asked me what error message I got. I told them again. Another wait, another day, another reply: 'Try another browser' they said. I replied with the list of browsers (4) that I had tried. Another wait, another day, another reply: 'What pdf reader are you using'. I told them. This went on and on and on, asking me stuff I had told them previously. Apparently they have yet to master their 'scroll' feature. They asked for screengrabs of the error message - which I duly sent: A grey screen with "we are unable to open this document" in the middle! They suggested I try and download the document. My frustration was on a very high level now. I suggested they just put the document in the post. The next reply was that they were going to pass this info to their IT department. Their final request, the day before yesterday was: "Can you tell us the name of the document in question?" This is where I have given up all hope of ever seeing this document - or me dealing with anyone at Prudential that has the slightest clue what planet they are on. I put my hands up here, I cracked. My actual reply was "W*F? Just put the damn thing in the post!" In context: I am 71, I have had two major heart attacks and my surgeon explained the third would be my last, and that I am to avoid, at all cost, any level of stress or anxiety. I received a communication from Prudential yesterday, and it sits in my account waiting for me to open it - it will sit there for a very long time.

Not a good company to deal with. Outdated modes of communicating and slow to respond to client decisions. Client account support advisors working unsupervised, with no higher managment around to fill in for missing supervisor when client wishes to speak to them. Not good. Not surprisingly their financial advisors are jumping ship from Prudential.

I should have checked Trustpilot a long time ago…I thought it was just me that Prudential had a problem with. I have spent more than 50 hours on the phone since May 2023 (to take out £5000). It was on behalf of someone else who had a financial emergency and has since had to borrow the money as he still cannot get anywhere with this company. We sent a formal complaint weeks ago and recently received a letter saying they needed more time to look into the matter. 🙄 I cannot believe they are allowed to treat their clients this way.

Trying to withdraw funds!
All data submitted
On line document portal not working
On line log in not working
Meanwhile year on year investment return is around 1% and they wonder why I want to withdraw my funds!
Today online log in states we cannot log you in !!
Hope they read these reviews
Last time they acknowledged service failures and offered a very, very small compensation sum!
AVOID AT ALL COSTS

For the second time today I attempted to get service by phone from Prudential. Staff were friendly but today after waiting forever, I was cut off. You are constantly put on hold and it is the worst service I have ever encountered in my 65 years on this earth - DISGUSTING!!!. I am appalled . Get your act together or give up!!!!!!!!!!!!!!

I requested to withdraw my entire pension pot in February 2024. Filled all the paperwork in, sent I.D, supplied bank details so it could be paid into my bog standard Barclays current account. Only to be told that the PRU system says that my bank account is a foreign currency account and they cannot transfer the money. I checked with Barclays and they could not understand why the PRU could not pay the money. (delay tactic number one). after an exchange of messages on the chat they suggested sending me the money via cheque which I agreed to. We are now into May and still no sign of a cheque. Phoned up and eventually got through to someone. Who told me that they would phone me back within 48 hours with an update, surprise surprise I am still waiting for that call back. Had a letter today wanting me to phone them about cash risk warning before my claim can proceed. Claiming that they have been trying to contact me (delay tactic number two) They have both my phone number, my email address and have not tried to contact me. I have never dealt with such a company that lacks basic customer service. They are a shambles. I will be so relieved when I finally get my money and do not have to deal with a company like this. Everyone be warned. expect delays, expect no call backs and expect that they will hang onto your money as long as possible.

Thousands of pounds have disappeared from my Local Gov't Shared Cost AVC. On contacting Prudential they say that funds have been misallocated and that incorrect transactions have been reversed into a Holding Account. My account is showing some transactions which are incorrect but transactions that were correct have gone missing. I have been waiting for 2 weeks now for Prudential to sort out. Not impressed.