Review Time
Have been waiting for a pension payout since December 25. Did not receive lumb sum or annuity payment. After numerous phone calls which im being told figures were wrong. Still only being told it's being assessed. Also been told letters been posted but have not received any.
I am consistently directed to the Customer Contact Centre for my account issues. They always inform me that the customer care team, who should assist me, is perpetually busy, requiring me to wait 24 to 72 hours for a callback. Out of three attempts, I have only received one callback, which I missed due to them calling the wrong number! This is incredibly frustrating and unacceptable.
This is my first time reaching out, but the contact number provided does not cater to my plan. The issue was escalated, yet promised callbacks never happen. Weeks later, I receive automated messages stating there are system issues, and my calls get cut off.
If I could rate lower, I would. This company is unbelievable and completely unprofessional. They withhold your money against their own terms and conditions. I've been forced under their policies since 1991, and now that they owe me, they seem to vanish. I have been waiting over two months for my money. Your complaints team has pursued this, and I now want the emails of your customer service directors and compliance team. This will be escalated to regulatory bodies and shared on social media. Just give me my money!
My father passed away in 2017, and 8.5 years later, they keep sending policy information without providing any details about the policy itself. I've completed numerous forms and spent countless hours on the phone. While the staff are nice, nothing progresses. I recently received a letter that brought me back to square one. This company is utterly inept.
The CEO should take note of all the negative feedback! This company has absorbed others and fails to provide support. As a customer, I lack access to their website, while others do, forcing me to call for information every time. I continuously receive a pile of paperwork instead of digital communication, despite my requests for emails to support reasonable adjustments. There’s no consideration for the neurodivergent community. Each call results in different answers, and I’ve made so many calls trying to clarify what services I can access. It’s incredibly frustrating!
I am currently with a service that is part of this company, and if I could give a negative star, I would! It's a complete shambles. They are delaying my pension transfer to a better company. Different departments don't communicate, and staff can't access the necessary forms. They follow a script and lack flexibility. I’ve lodged a formal complaint and was told I’d hear from a senior manager, but I’m still waiting.
I can only get in touch with the Customer Contact Centre about my account. They always claim that the customer care team, who can supposedly help me, is busy, forcing me to wait 24 to 72 hours for a callback. Out of three attempts, I have only received one callback, which I missed because they called the wrong number! This is extremely frustrating and unacceptable.
I was assured I would be notified six months before my pension was due, but that never happened. I called and received eight different numbers, yet they still couldn't locate my plan number or NINO. I was promised a callback, but it never came. After complaining, I got no response. I've completely lost faith in this dreadful company and will approach the financial ombudsman and consider legal action. I’m not alone in this—this is the worst company I've ever dealt with.
I’m having an incredibly tough time getting through to this company. Despite constant calls and speaking to various representatives, I keep receiving the wrong forms. It’s incredibly frustrating and entirely unacceptable. It feels like they are either intentionally delaying the process or are simply incompetent. Just when I think I’ve found someone who understands my issue, another incorrect form arrives. I’m exhausted from repeating myself, and nothing gets resolved. I will definitely be cashing in my pension and hope to never deal with this company again.
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Phoenix Life is part of Phoenix Group, the UK’s largest long-term savings and retirement business. We aim to provide the right guidance at the right time, giving you confidence on your journey into retirement and beyond.
Over the years, policies from a number of life companies have been brought together into Phoenix Life, so it’s likely your policy would have originally been with a different company.
Our focus is entirely on ensuring the right outcome for you, putting your financial wellbeing and security at the heart of everything we do.See more
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