Prudential Plc

Would give no stars but not an option!!
Wanted to withdraw my pension to cover building works, numerous phone calls, emails, chats promises of it will be with you in the next 48hrs, still waiting and have lost all hope!
The times are doing an article on their diabolical customer service and payout system, I am just hopi g and praying it will get sorted and they will pay out!!!

Utterly moronic. I applied to prudential in may to start AVC payments. It’s now September and not a penny is in my account. Worse, my first payment of £1000 went to them in September and has not been credited to my account. Avoid this company at all costs.

I have just received the closing letter from M&G/Pru stating that I cannot claim from my own pension as I apparently have 'the wrong product'. It will now be escalated to the financial ombudsman. This company is pathetic, the advisors will tell you different things just to get you off the phone. Good luck to anyone wanting to claim their OWN money from their OWN pension. My advice is to transfer your funds to another provider ASAP before they go bust.

I have saved into my personal pension for over 35 years with prudential. The time has come to consider the way forward with what I do with my pension pot. The customer service and information that they provide is absolutely disgraceful. Every step of the way they have insisted on me using a financial
adviser to release my money. This will personally cost me thousands of pounds in fees. My other pension providers do not insist on this and have been extremely helpful. I have always trusted prudential but my experience over these last weeks brings me to the conclusion that they can't be trusted with our investments. It appears that they are just price gouging our money through the insistence of using a financial adviser. Especially their own advisers. I would never recommend anybody to use prudential for any type of investment. There are much better company's working for your interests rather than price gouging everything they can get out of you.
A disgraceful company making your life a misery at a time when most people need the best help they can get. Avoid at all costs.

The Prudential !!!! Well they are impossible to communicate with there online system has proved impossible to register on even after using online chat which is the least helpful chat I have ever had. Accessing your pension will not be possible Eventually they sent a letter supposedly enclosing up to date valuations but no enclosure there !!! Not sure if this is a delay tactic or what but strongly recommend everyone to avoid at all cost !!!!

This is the worst service in the UK. I am overseas and I want to withdraw pension. They insist on documents to be posted. I have sent 3 separate deliveries of same documents. HOW CAN THEY NOT HAVE A SECURE EMAIL SERVER FOR DOCUMENTS? I had a policy with Reassure which was promptly dealt with and funds paid out with no drama
The policy that I had showed pathetic returns and yet they are insisting on Fort Know security to retrieve what is owed. Service is shocking, I think that everything is dealt with by Ai bots. No one can answer the phone or make a decision, one big round about. I know one thing that this review will never be looked at by anybody at Pru. Service is so bad. I had to write the review to let off steam

Waited TWO weeks for form to withdraw MY MONEY which advisor said could only delivered by post.Still not received form yet .Absolutely ridiculous in 2024.They have deliberately tried to hinder withdrawal when I needed access to my funds to buy property.Worked with other providers like AVIVA who were so cooperative with no delays.Advisor I spoke to on phone was rude and unhelpful. Filed a complaint which will take 6 weeks to resolve.A joke I asked advisor if Prudential on go slow.Very difficult to speak to someone.website sends you round in circles.Can’t wait to finish dealing with this firm.How are they getting away with it.

I keep getting letters to view my pension online. I can't get online and I can't reset anything. It doesn't work. I have rung up loads of times and keep getting cut off or it's a foreign person who doesn't speak English very well and can't sort anything out. Rubbish service, will never deal with them again.

This is one of the worst website I have had the misfortune to have to use. I kept getting locked out of my account, kept getting sent password and PIN reset emails which did not work. You just go round and round in circles and it is immensely frustrating. The log in interface is very badly designed and does not work with autogenerated strong passwords or with saved passwords on Mac, so just beware you have to go back to the dark ages and set it all up manually and store the log in details securely somewhere. Pathetic for a company of this size.

Oh dear! There is not enough space here for me to inform the reader just how bad this company is. There should be a minus option as they do not deserve even a one star. In my own experience they lie, delay, procrastinate etc etc very consistently. They demonstrated dishonesty on the level of criminality (in my view). No help from the FCA or the Ombudsman passing the buck and even blaming the Government. This organisation has your money, what do they care? (Our efforts must be a great joke to them) The financial service industry was of little help. I was lucky, I found an honest guy who was an accredited financial advisor who was extremely professional and completed the process mandated by Prudential. The shock shown by Pru was amazing to behold. They did everything to prevent me from accessing funds, paid in since 1981.
Are there any more honest pension companies out there? I’m not sure I’ve only ever dealt with Pru. Never again. I’m sure they will really be upset (NOT).
The successful five star reviews are I believe a plant by Prudential to infer the problems highlighted aren’t real. Just out of interest reader, try to find their place of business (a ghost). They don’t want you to know where they are. I wonder why eh?

Appalling customer service- being told something different by each person I speak to. Still waiting for release of pension having turned 55. I have escalated, lodged a formal complaint, spoken to various online chat “agents” and on each occasion it appears I am lied to, in order to get me to go away. Their diabolical and shambolic systems means a 45 minute wait just to speak on the phone, and the online chat agents just parrot “I apologise for the inconvenience” which is utterly disingenuous. If I ever actually receive my payout it will be a miracle. If you’re considering putting funds with this company, look elsewhere. I wonder if the directors have to wait months for their bonuses …? Doubt it. What a disgrace.

I've just been reminded of the terrible service I've received from Prudential ( it's where I chose for my NHS AVCs). They asked me to complete a questionnaire regarding their service. I think I said I was "Dissatisfied" and hoped someone would read my responses and improve their service. I did get paid quickly after battling through all their systems phone calls forms and hoops. Which is more than can be said for another Pension supplier I am also dealing with.

Prudential gives Appallingly BAD customer service!

Panel solicitors negligent.

Whole experience intolerable!

Utterly useless following a bereavement. Nearly a year later, I am no closer to getting funds paid out, and they make every step of the journey as difficult as possible. Numerous phone calls / emails / letters get you nowhere - all are ignored for months and then the response is unintelligible. Today I received 4 letters all dated 31 July saying different things, 2 of them addressed to myself and 2 to my dead mum. Disgraceful.

They wrote me a letter telling me I need to go online to see documents they have sent me. Then they deny me access to my Online Services account. Deeply unhelpful chatline and I gave up on the phone helpline after waiting 30 minutes with no response. Hours of wasted time just because they want to avoid the cost of providing me with written accounts of my drawdown.

Stonking terrible service. Upheld all my complaints, advised they would pay my compensation within 10 working days - of course no payment, agents tell "untruths" to end the call and just say would you like to make another complaint ! - Impossible to get payments - AVOID them like an ICEBERG !!!!!

Do not invest any money with this company. Irrespective of the performance of the policy if you cannot get access to your funds it's useless. Their Customer Service Dept is a disgrace. They fob you off and give out false information on an all too consistent basis. Have tried to get a transfer of policy for over 18mths and getting no where with the incompetents. Have received over £500 of compensation for poor service to date.

After telling the Pru i'm moving my pension pot they send me a letter saying they are going to extend my pension plan to April 2035 !
Having health problems this isn't what i need.
I'll be making my 6th phone call on monday to them, if i'm not satisfied i'll be calling the pensions ombudsman.
It makes you wonder if the company is broke as it doesn't want to hand money back ?

an we put less than one star!!
my mum has dementia and is in hospital, and needs to go to a care home.. shes 90.
she has equity release on the house (long story).
my wife and i have all LPAs setup - a few years ago.
we need to know the balance of the house for her lifetime care... they "cant" tell us anything until we POST the LPA's to them..... great...
HOW does the LPA prove who we are... no creds, id etc. they "expect" the original LPA's not copies...

so, i had "words" and said theyare blocking care for my mum.

we dont trust the post office as they have alrady lost my sons documents (he is special needs) - passport, bank stuff, my wiffes stuff.. efven though it was recorded and signed for.... our compensation - a book of stamps!!!
SO i am not sending bloody LPAs
we are awaiting a call from a manager by 1pm, a reply call in 48 hours (they tried to say 2 working days after that, but i refused). we will get details of the complaint BY POST in 5 working days. BUT there is a compassionate clause that stops interest when she does not live in the house.... hardly compassionate if we cant ge any details.. AND they could be posting the detailsto us... without knowing who we are.... DISGRACEFUL. as they are all over social media... expecta S***** Storm!!

Truly Appalling service. we had bond 40+ years, now want to withdraw some, they simply will not allow it, Took one mth for them to send the withdrawal form, now they won't acknowledge its receipt even though we proof of delivery. Online help is appalling, they stall you then it logs you out and you have to start the stall all over again, telephone support was just rude and almost offensive,