Dear Sir/Madam, I have experienced consistent problems with Prudential. I have a savings policy with them and tried to change it to an online account. I accessed their website to register for online services but couldn't find any facility to do this. After numerous phone calls, being put on hold for 45 mins, I was told there is no online facility for my type of policy as an older policy. Consequently I submitted a formal complaint. Since then I have tried to obtain a withdrawal form to transfer money from my Pru policy to my bank as I wish to buy another car. I phoned on the 5th June to order a form nothing arrived, phoned again on the 7th June was advised it will be sent next week. Nothing was sent, I phoned the Pru on the 14th June and was told that withdrawal forms were sent out on the 10th June and if paperwork hadn't arrived that day to call on following Monday. Phoned following Monday 17th, still no forms.Asked for e mail to be sent and asked for priority processing. Was informed that they couldn't send e mails, I responded why not. Eventually I was sent an encrypted e mail which had the withdrawal form on it. I filled out the form and I D requirements. I was also informed that it could be processed within 48 hrs as car could only be held until end of month. The form and requirements which was printed out was sent by registered post on the 20th June, and was scanned on Friday 21st June. Phoned Prudential on the 24th June Spoke to Logan who confirmed that docs had been scanned but would now rake 20 days to process, and had been changed from 16days. I asked why, he replied that because of system changeover. I asked him what would be the timescale for a priority processing upon which he replied it would now be 5 working days but he would try to reduce it. He informed me he would phone me back the following day on progress but I never received any call. I phoned Pru on Tuesday 25th and spoke to Busayo, informed her of situation, received apologies but informed her now I had lost the car as it couldn't be held any longer. I now have to wait until Friday 28th, and I have now put in a formal complaint. I consider that Prudential are a company that does not honour and respect its customers or treat them in a fair and ethical way. I would warn any future investors not to invest with them and find other companies more reputable. All in all a really terrible service, and really disappointed, Yours Sincerely Mr Kenneth Driscoll