Don't trust Aviva My Name is Terry, my Wife Shirley and I live in Fuerteventura. If you are looking to take out a pension, or investment plan with Aviva then you must read this before you do! On the 11th Nov 2020 I turned 55 I had 3 private pension policies with Aviva. One very big one linked to Global equities and two small ones which I froze a long time ago, probably about 20 years ago. I decided because my Wife and I have a very good business here on Fuerteventura. we didn't need any money from these pension policies and also because of the Covid 19 pandemic the global equities were very low and all pensions were taking a hit, NOT SURE OF THE TIMELINE HERE, but when they found a vaccine I thought the share prices were going to go up and it might be a good idea to transfer the two small pensions one for 4500 and the other 23000 to transfer to the big one linked to global equities. I phoned Aviva and asked them to transfer these accounts.... Aviva then came back to me and informed me that the one for 4500 had been transferred, but the bigger one they had to clarify because it was 100% tax free!!! So would I like to review the decision, on hearing the news I thought it would be best considering it was tax free to take the cash. I spoke to 3 different people, names I have, they all confirmed that it was 100 tax free. So I asked for a quote to be sent out to me and I would sign and return. I received a quote...BUT it stated I had to pay over 900 in tax!!!!!!!!!!!!!!!!!! I questioned the tax that was stated, but was met with BS, so I made a complaint, which took weeks to go through, I received a letter from Ray, full name I have. stating that the complaint had been found in my favour, because of the records on their computer stating the tax free, he sent a cheque for 125.00 to say sorry. Copy of letter available if you Want one. It also stated that they had received all the papers now and he would make sure the money would be transferred ASAP. I received two phones the day later, which I sent a email to Ray from the complaints department about, copy below I have had two phones today, which were about 1 hour apart. The first one was a woman and she said she was processing my account, She explained there was a problem with the bank account number being different to the account number on the bank statement I printed off and that there was no main date on the top of the statement. I was out working so I just try to explain that the account number I wrote down for the transfer was the IBAN number and maybe what she was looking at was just my bank account number, which included in the IBAN number, but I don't think she understand, I also explained that I printed off the statement direct from my bank account here in Fuerteventura and it has a date at the side of every transaction, but it's out of my control if the bank chooses not to have a main date on the top. In the end I think she accepted it because she said "Ok, I can see that now, I will process now" . About one hour later a man phone me and said he was processing my account and he needed some details, I informed him that someone had already spoke to me and it was sorted, he was puzzled at that and then said "o YES I can see my college has phoned you" He then went on to ask the same questions but then he said, I can see you have emailed all this to us, are you also posting it, I replied no, why would I do that, you emailed to me and I have completed everything you asked and I also sent copy of passport and my Spanish ID and driving License, what more do you want, he then said he needed me to send all in the prepaid envelope, I then informed him that I had not received an envelope in the email, PUZZLED.... This now is a BIG problem I live in Fueteventura the post here is at best VERY POOR. If I post these from here you will not get them and all my details will end up in someone's hands..... I am now at a loss yet again. I have two people from your company saying different things in the same morning. I would be grateful for any help in this matter. I did ask if he was working from home and he said yes, I realise it's a big problem now and I have made allowances for that, maybe you should to and get this sorted now please. I phoned them on Friday 15th Jan 2021 and was informed they were waiting for a decision, I asked what the decision was about, but they wouldn't say and informed me I would receive a phone call next Tuesday. Sorry for the mistakes in my grammar, but I am writing this full of emotion. If you want the full story you can phone me on 0034 657 370 146. AVIVA PLEASE GIVE ME MY MONEY ABOUT 24,000 POUNDS......