My attached letter that was posted today and prior several times to AVIVA CEO is self explanatory.Re: Policy 7945145 - Unacceptable Delays and Service FailuresI am writing to express my extreme frustration and disappointment with the service I have received from Aviva regarding my policy 7945145. Despite my repeated efforts to update my bank details, I have been met with inexplicable delays, unnecessary requests for documentation, and a general lack of transparency.As you are aware, I have been trying to change my bank address with Aviva since February 2024 .This process has been ongoing for 20 months, during which time I have sent three registered express letters, 26 emails, and made three telephone calls, including one that lasted 50 minutes last Wednesday. It is unacceptable that such a simple task has taken so long and required so much effort from me.Furthermore, my payments have been outstanding for 18 months, causing me significant financial inconvenience. I have had to invest considerable time and resources in pursuing this matter, including engaging a lawyer to verify my documents. Despite this, Aviva has continued to find ways to delay the process, including requesting my lawyer to call them in England to verify the documents, without informing me of this requirement.I am appalled by the level of service I have received from Aviva, and I believe it falls far short of what I should expect as a customer. I urge you to take immediate action to rectify this situation and ensure that my payments are brought up to date. I request that you:• Process the bank address change immediately• Release all outstanding payments, including those dating back 18 months• Review the handling of my case and take steps to prevent similar service failures in the future.. Reimbursement of all my costs to date (£187.00).I expect a prompt response regarding the actions you will take to resolve this matter. If I do not receive a satisfactory response, I will be forced to escalate this issue to the Financial Ombudsman Service and share my experience with the media.
Claim your business profile now and gain access to all features and respond to customer reviews.
With innovative life insurance, retirement, and annuity products, AXA offers services that help to address ones financial planning needs