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Manvi Soni

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Review of the Now:Pensions, Workplace Pensions:

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I am extremely dissatisfied and deeply frustrated wi...

I am extremely dissatisfied and deeply frustrated with my experience with this pension company. Over the past three months, I have made repeated attempts to obtain my new policy number, update my address, and simply regain access to my account—yet these basic and reasonable requests remain unresolved. This ongoing situation is both unacceptable and exhausting. Despite diligently following every instruction provided—including sending multiple emails and submitting all required documentation by post—I have made no meaningful progress. Each time I contact customer service for an update, I am met with different and often contradictory information. This lack of consistency has only added to the confusion, prolonged the process unnecessarily, and significantly increased my frustration. The standard of customer service has been consistently poor. Representatives appear to lack both the knowledge and coordination required to handle even straightforward requests. It is extremely concerning that no one seems able to provide clear, accurate, or reliable guidance. This has resulted in a considerable waste of time and has eroded my confidence in the company entirely. For transparency, I strongly urge a review of recorded calls, which will clearly highlight the conflicting information and inconsistent advice provided by various representatives. Equally concerning is the apparent lack of accountability or intervention from higher management, who have failed to take ownership or meaningful action to resolve this matter. Furthermore, the information presented on the company’s website does not align with the actual service provided. The process for raising a formal complaint is unnecessarily restrictive and poorly designed, requiring customers to log in before submitting a complaint. This creates an unreasonable barrier and reflects a lack of genuine commitment to addressing customer concerns. Given that this involves my hard-earned savings, the entire experience is particularly distressing. I expect a far higher standard of professionalism, efficiency, and integrity when dealing with matters of such importance. Based on my experience, I cannot recommend this company. I would strongly urge others to exercise caution and reconsider their association with this organization. Reviewed on: 18th March 2026

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