Name: Prudential
Rating: 1.28

“Would give this company minus stars if the option was there. Takes days and days and hours and hours for someone to answer the phone. Many occasions you will be cut off and have to go through their ridiculous laborious out of date menu again and again. Their online portal is only available to a small choice of policy so phone is the only way to contact. Once you get through your enquiry is only partially answered as you have to follow a step by step acknowledgement via post and then ring back on each stage where this frustrating merry go round starts again. My initial enquiry was almost a month ago and still not received my paperwork to progress my situation. My enquiry is a simple one which has been resolved by my other pension companies within 3 days. Disgraceful service.”

Helpful Report

Posted 4 years ago

“Trying to close out 401K was told 2 weeks ago I should receive the money in 2 weeks. Today was told they have the information that the company I worked from went bankrupt but they needed a separation letter from a company that no longer exists.”

Helpful Report

Posted 4 years ago

“Been trying for days to get my calls answered waiting for an hour each time and told there is just an over a 10 minute wait at the beginning . I can’t Register with my pru online as the 2 policy reference numbers I have been given don’t exist. I understand staff is low or are they shut completely which I think they are but would like to know why don’t my policy numbers don’t exist and where my pension money”

Helpful Report

Posted 4 years ago

“Appreciate problems during Covid 19 but really The Pru are absolutely terrible!!! Wait time up to an hour each time, fobbed off with ‘letter in post’. Started process in March to get money in 20/21 financial year from PRP, but after more than 10 phone calls, all letter requests immediately replied to, am currently still on hold, 07/05, 6th phone call today, get cut off after period of time, current wait 27 mins. Disgraceful.......”

Helpful Report

Posted 4 years ago

“They are suddenly withholding an annuity payment for March which I have been receiving for the last 14 years without a problem. Impossible to reach them by phone or initially by e-mail. Gave me an e-mail to use after I had posted a bad review on Trustpilot and Facebook. Just got a standard reply but am not hopeful after seeing all the bad statements about them.”

Helpful Report

Posted 5 years ago

“Don’t ever invest with these cowboys. They are obviously in serious financial trouble and using every excuse and tactic to delay and not pay. They suggested 2 weeks to receive a payment authorisation form. It’s been nearly 5 and only because I complain has somebody done me a favour to get it sent and sent 1st class as normally they use 2nd class. Then I am told once they get it back it will take 5 working days to process it and another 3-5 working days to get the funds. They won’t use email, and clearly the normal fast pay isn’t what they want to use. Disgusting service and then to cap it all their complaints manager will take 8 weeks to get back to me. Be warned.”

Helpful Report

Posted 5 years ago

“Have been trying since January to get my pension pot paid out in cash. I think Prudential are in serious financial difficulty and will fold very soon. The excuses such as a new IT system for months now is not reasonable. every time you need something, the target date is weeks ahead. 7 weeks to get a pension booklet about my options? 4 weeks to get a form to sign. absolutely disgusting service. be warned.”

Helpful Report

Posted 5 years ago

“I have been trying for months to get a pension fund value and to draw my pension. Up to now I have been given 5 different values and seem to be unable to start the process of cashing in my pension. I have made numerous phone calls and have had to wait up to 45 minutes just to speak to an advisor. This is the worst customer service I have ever received.”

Helpful Report

Posted 5 years ago

“I was contacted by the Pru to say I was owed money because of mistakes made by them and would receive it within 28 days. This was 3 months ago. My husband died and it is his annuity they have not paid me correctly for 10 years. When I phone I am told various excuses from computer problems to so many other claimants and always told don't know when I will get the money. Being promised money you realise you could do so much with is cruel on the mind but wishing doesn't have any effect. Only want what I am owed but just cant get it.”

Helpful Report

Posted 5 years ago

“Prudential are greedy and only good at increasing premiums. Beware the with Scottish Amicable policies, Pru will use each and every review to increase monthly premiums Often on flimsiest of reasons and very wordy lengthy explanations BEWARE EVERYONE,.”

Helpful Report

Posted 5 years ago

“The way this Company deal with customers is a total disgrace. My Husband has a pension which was due to mature mid October 2019. Two Months later he is still waiting for his money. It took 2 Months even to send his pack to him. Despite numerous phone calls and promises of call backs which are NEVER honoured. Yesterday we waited 45minutes just to be answered, that happens each time. I tried to email and guess what? The site was out of order and “sorry the system is down at the moment” is a regular excuse. Yet again he was promised a call back this morning did he get it? Did he heck, and to add salt to the wound they are still taking premiums! Financial Ombudsman here we come ........”

Helpful Report

Posted 5 years ago

“Was informed by Prudential in October that the money owed to me by them for underpaid annuity, would be made withing 28 days. Week short of Christmas and I am still waiting (56 days). The only person you can talk to is someone reading off a script stating payments are delayed. Wonder if the bosses bonuses ever get delayed ? Are Prudential in financial difficulty ? Contact with a back street shyster would probably get a better response.”

Helpful Report

Posted 5 years ago

“If you're an executor of an estate, be warned that Prudential will only issue payments by cheque and will not issue them using the name of an executor. Rather they make payments to "The Executors". We found that most banks will not accept this. You may find that you will only be able to bank the cheque with an executor's account (which very few banks offer). In our case, Prudential had a "computer says no" approach to this situation and blamed the banks for not accepting the cheque, rather than simply re-issuing the cheque in the name of one of the executors. Prudential do not seem to recognise that they are just making life unnecessarily difficult for those who may already be dealing with difficult situations.”

Helpful Report

Posted 5 years ago

“Very poor service only insurance company that asking for probate, even the probate cannot understand why they are insisting on it for a small amount of money. The will clearly states benefactor shame on you!”

Helpful Report

Posted 5 years ago

“If I could give the Prudential no stars I could. I am having terrible trouble accessing my pension. I have spent hours on the telephone to them to no avail. Deadlines pass and we start again. Next stop the Ombudsman. Please do not invest with them”

Helpful Report

Posted 5 years ago

“Prudential were our home insurance cover when our neighbours house flooded through into ours. We where told that to start our repair work on house we would have to pay our £350 policy excess of water damage but reassured we would get this money back on completion, the lied! At the end of the work which I must say was quick and to a good standard they sent out a patronising letter saying we weren't due our excess back after further investigation due to our response time on the day of the incident even though neighbours had admitted full fault?? A pathetic excuse. They basically had us over a barrel as the court fees would be too high to pursue with the risk of loosing a massive loop hole in the insurance system :( God knows how many people they have conned through this method... obviously we did not renew and have no respect or faith for this company no more.”

Helpful Report

Posted 5 years ago

“Prudential were our home insurance cover when our neighbours house flooded through into ours. We where told that to start our repair work on house we would have to pay our £350 policy excess of water damage but reassured we would get this money back on completion, the lied! At the end of the work which I must say was quick and to a good standard they sent out a patronising letter saying we weren't due our excess back after further investigation due to our response time on the day of the incident even though neighbours had admitted full fault?? A pathetic excuse. They basically had us over a barrel as the court fees would be too high to pursue with the risk of loosing a massive loop hole in the insurance system :( God knows how many people they have conned through this method... obviously we did not renew and have no respect or faith for this company no more.”

Helpful Report

Posted 5 years ago

“Appalling. This issue been going on over 6months now. parents got Bond and because of age me and my other 2 siblings are power of atorneys. Sent all info in all by Signed for delivery and what a surprise some of the info in the same letter disappeared or was incorrect which daft as they all the same. Sent again Signed for and received letter saying all sorted. 6 Months later got another letter saying information still incorrect and will not be updated until all information and photo evidence sent in again. Sent in copy letter received stating that all accepted and everything on the policy updated. Numerous phone calls apologies everytime saying we are incorrect and the letters must of been delayed in post and from months ago. UM No. letter dated a week ago and still not updated. Going to take legal advice this is a sham. They do not return phone calls and say that investigators will call you back. Just another excuse.”

Helpful Report

Posted 5 years ago

“All the bad reviews proved to be right...wish I’d took the advice to avoid!!!”

Helpful Report

Posted 5 years ago

“The Prudential forged documents and contracts in my name, and I actually have the evidence that proves this fraud. I had an opt out pension with the Prudential, which I took out in 1987. At the time of this pension being recommended to me by the Pru, I did not meet the minimum criteria i.e. at the time I was earning less than 5k per annum, and it would have been more beneficial for me to stick with my N. I. contributions to my government pension. I was unaware of these pre- conditions at the time of opting out, but nevertheless my financial circumstances should have disqualified me from the scheme. But what the Prudential then did was alter my earnings to show that I did qualify for the scheme, and they then initialized the changes in several instances to give the impression that I had made these changes. I have since been in correspondence with them about this (for two years now), and even though the evidence is incontrovertible and staring them right in the face, they refuse to assume any responsibility for this, although they do admit that I couldn't have been responsible for the fraudulent altering of the documents. I have even written to the CEO, Mr John Foley, who responded by saying that he takes these allegations very seriously, and then stopped responding to me when he could offer no explanations as to why it had happened. I asked him several times to consider the fact that this may also have happened to many other Prudential customers, but with no success in receiving an answer to this. I have even asked them to return the money that they stole from me by allowing me to cash in the small annuity, as other companies allow you to do, and they actually responded to this by saying that they wouldn't allow me to do that as they didn't think it wouldn't be in my best interests. Seriously. That's exactly what they said. That they were considering my best interests after defrauding me in a pension scam. Steer well clear of this company. In my humble opinion they're complete charlatans.”

Helpful Report

Posted 5 years ago

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5

Prudential Reviews