Prudential Plc

We have been arguing back and forth with the pru for the past 18mths. We needed to cash in our parents joint life policy to pay for their care. Pru only communicate by letter so everything takes 3x longer than it should and whatever they promise doesn’t happen and you have to ring up yet again. And documents that are accepted by banks, funeral directors, solicitors aren’t good enough for pru!!!!

Absolutely terrible company.
They have deserted the UK and some cowboy outfit called M & G have taken over answered by overseas call centres refused to give name. Premiums started at 13.37 now hiked to 27.66 but there is no UK number for them. Total mess, I'm going to the regulator.

I am trying to tell this company I have no printer however the forms I requested are yet again sent via email ,they do not listen to a word I write on the site or listen to the numerous calls I have made terrible company who is reluctant to help customers at end of life

My Great Grandmother took out a life policy in 1946 for my 2 year old father. He recently passed away and had this old document in his files. I called prudential to action the policy. They sent me £10!!!! All of these charlatan life companies should be held to account for their accounts management. An 80 year old policy that matures with the life assured and pays out £10. Absolute disgrace and offensive to say the least!

Flippin nightmare getting to speak to anyone re MY pension tried for 3 days on phone even tried on line all u get is a bot
Don’t trust them with my money

Appalling company to try to deal with. Getting hold of my pension is like trying to get blood out of a stone.
They won't answer the phone, ignore online messages & do everything in the book to stop you getting your money. Do not use this company for anything

Just the most appalling customer service anyone could ever imagine. How do they still exist. Would not answer questions, referred to spurious legislation, but would not tell me which laws. Just avoid

I have had two dealings with the Prudential. The first simply involved them providing a death date balance. This took weeks and was made more of a problem because of the labyrinth of phone channels. Only when I complained did they provide the information. I was then overwhelmed by calls asking if they could now close the complaint. Finally, they sent me £100. Now, I am waiting for payment of money from a bond. There is a series of delays and I and my financial advisor are unable to obtain clarity from them about even whether the bonds have been cashed. They send a series of extra requests to delay. Even their online staff admit that there are problems. I would keep away from this company — not to be trusted.

Terrible company!! Do not use! My dad died almost 5 years ago and there was a policy for my mum. I asked them at the time if there were any other policies for either of them and was told there wasn't. My mum died in May this year and when my sister contacted them was given the same info. But later found policies which did have money in them. They then said they couldn't find them. They sent a letter asking us to provide info but when we called they asked for different info and then said they were mixing my mum and dad's name up. Made a complaint 4 months ago and missed their call today. Tried to call back but they had no record of complaint or reference numbers. Absolute joke

November: 4 months and still waiting for them to release my funds. Took their latest advice to open a new account with a different bank because of a Prudential glitch at their end. A few days after telling Charlie the new routing and account details, Charlie phones again to tell me they need me to mail proof of my account and that the money can't be sent. I am about to do so, but I expect M&G/Prudential to come out with another excuse to hang on to my savings. Also, this past week, 3 of their letters they claimed to have sent all arrived on the same day, even though letterhead said they were written months ago. PRUDENTIAL LETTER MENTIONED ME SEEKING HELP FROM BRADFORD AND BINGLEY IF NEEDED. HEY PRUDENTIAL/M&G, BRADFORD AND BINGLEY CLOSED SHOP YEARS AGO!!! This is the level of incompetence you're dealing with.
Nov.11. Imogen has told me several times over the last 2 weeks payment was being fast tracked. Blames new government rules. Sure! Funds still have not arrived. Nov 17. Spoke with Lewis. Should receive in a week and funds have now decreased! Money arrived 4 months after first withdrawal request, minus a significant amount. Now M&G/Prudential are not answering my calls to explain why. Disgraceful treatment of a customer of 30 years! Avoid!!!

Have had the same experiences as those below, trying to claw money out of Prudential re probate. They hold the money hostage deliberately, to enrich themselves. And act fraudulently, blocking executor legal rights, because the regulator has been bought by them. Looking to bring a group legal damages case against them.

Prudential UK are owned by M and G, who have denied my bereaved partner his late Mum's investment under Probate - since she died in December 2020, during the Pandemic. They will not let him transfer it into his name - so that he can transfer it or cash it in.

Prudential UK have been the complaints shield for M and G - deflective and awful. We went to the FOS who have recommended that M and G allow reasonable adjustments to instruct as we are both Dyslexic and cannot fill in the M and G form. Prudential UK team in Scotland have been really defensive and oppressive in how they have treated my partner and myself trying to help him.

Clearly the two want us to give up, so that M & G are able to keep the investment on their balance sheets forever - in the deceased' name. This deprives Dan of the investment under Probate - it appears to be quite a shady practice.

You may be interested to know there is a really good Facebook site named Prudential Pensions User Group, which is really worth joining.

My father passed away 13 1/2 years ago.
I got a letter in February saying that they were sorry for my loss, he had a policy with them and I am the beneficiary. They have had his money all this time.
It has been months and months of letter writing and form filling, they will not tell me any details of what they are going to pay, I am sending the same info over and over, it’s like they are trying to prolong it even more.
They contacted me!
It’s becoming distressing now, I mentioned that in my last letter. Got a letter through this morning saying my complaint has been logged and we are now going through that process too!
No one will tell me anything on the phone so that’s not worth doing.

I just want to know what is going on.

I put in a shed load of money and they lost part of it. Blamed my bank, who just laughed.' They've received it.' Called the police. Constant phone calls revealed nothing. They sent a letter which I never received. I feel sorry for the telephonists. i have been with them for 20 years and about 8 years ago they started to be difficult communication wise. At the moment I have my account unuseable because stuff is pending, assumably they get interest on my money while I don't. Yesterday they claimed they'd found it, I'll believe it when I see it in my account.Sorry lads, not good enough and downright terrifying.

My mother passed away on the 20th April. Informed Pru. The wrote to tell me how to claim and a form to fill on bank details. I followed their instructions. 2 months later they told me they could not release the funds as I now had to obtain probate. Got probate and they sent a cheque to my solicitor. They said they made a mistake as they did have my bank details. Had to wait 15 for cancellation of cheque. After 20 days I called and they said I. The process of making bank transfer to me. Then yesterday my solicitor informed me
They have received a cheque again. Cannot believe how useless Pru are. Made a complaint and have to wait 8 weeks for a reply. Still no funds received.

On 21st August i spoke on the phone to ask for a form to transfer my bond to the grandson, after several phone calls later asking where this form had got to, I phoned again today (24 September)and was told, 'sorry we spelt Internet wrong' on my bt Internet.com email.
Incompetent at least.

I only have financial dealings with prudential once a year to arrange my pension drawdown.
I have recently done a drawdown and found prudential very professional and efficient. Everything was carried out quickly and smoothly. So vey happy.

I am retired and have a small pension with Pru and am yet to get into the account. I have an account manager that I didn't want. I just wanted to be able to access my small pension as needed(which I do with the other company I have 2nd small pension with) (they are so good). I am yet to access my Pru account as I fail something every time, get too stressed to carry on and give up.

Shambolic Company. You should be ashamed of your absolute incompetence! Tried to recover an old pension in my previous married name (20 years ago) - they are unable to locate it even with the original certificate etc. Provided original copies of all name change documents and jumped through numerous hoops to no avail. Last letter was asking for original documents yet again. I wouldnt trust the Pru as far as you could throw them. I regret ever using their services. I guess they hope you just give up in frustration so they can keep your money....
Not ready to give in yet but have just about had enough of this stupidity

Well no surprise when reading the reviews .My husband is trying to get his pension, and they are dragging their heels . They keep asking for a letter from his past employer , which thankfully they are still in business, because it’s been nearly 20 years since he left .They don’t answer emails or answer the phone , you are left on hold .I would highly recommend that you move you pension to a better company , if you want your pension , on your retirement.Avoid Avoid .

Extremely worrying that a company handling large amounts of other people's money can be so incompetent.
Trying to access my mother's money as POA has been an absolute nightmare and it is still going on.
Whatever paperwork you supply at their request is never enough , even sending it signed for they still say they haven't got it.