At the beginning of May I called Prudential to register a lasting power of attorney to my mums account. I also requested a withdrawal form and was told the whole process would take 5 days. I sent off the required documents and then got told that until it was approved they wouldn’t send the withdrawal form. Eventually the documents were all approved however after chasing several times with phone calls I did not receive the withdrawal form in the post as promised. I needed my mud funds urgently to pay for her care home fees. After nearly three weeks I eventually was sent a secure message in email with a withdrawal form that I had to print out and send back which I did the next day. So now I am 13 weeks on and still not received my mums funds. Apparently the funds were sent by bank transfer over two weeks ago. They have not arrived. I have been waiting 11 days for someone to give me the iD number to the receiving bank can trace the missing monies but that is proving difficult. Then yesterday I was outright lied to on the phone by Pete in Glasgow. I wanted to know what was so difficult for someone to walk into the admin dept and ask them for the ID number. I asked are they in Lancing? I don’t know he said. How can you not know where your admin team are when you work for the company? I’m not sure he said. Are they in the UK I asked. Yes he said. Then forget this missing bank transfer I want them to send me a cheque by tracked royal main next day delivery. They can’t do that he said. Why not I asked? Because it’s too far for them to get to he said. But they have access to Royal Mail do they not? I’ll ask the question he said but because of the time difference…..Hold on I said, what time difference as to the best of my knowledge the UK are all on the same time zone?? So are they in the UK or not? I can’t say as I’m not sure. You just said they were in the UK did you not? I don’t want to give you wrong information he said. So where are they? India he said. India!!!! So where is my mums missing money…Well there may be a tech issue but not sure. A tech issue…I want a cheque and I need it issuing urgently. I can request that for you he said and they will be sent by 2nd class post. Absolutely not I said…I want it sent tracked delivery and I want the cheque number. And so it goes on….I have lodged a complaint but 8 weeks for them to resolve before FCA complaint is logged. I will take out a civil legal action against them if my mums funds are not paid. I will also be contacting my local MP along with Watch Dog. Looking at all of these complaints on various media it seems there are potentially thousands waiting on monies to be paid Very VERY concerning.