Firstly Aegon had no records of any contributions made to them even though these had been made every month since September 2021. I asked for my Group Pension lump sum to be paid to me nearly two months ago. I was told i would need a quote from them that took weeks to receive, and if I was happy to go ahead then to reply direct to the email, which I did. On receiving my confirmation, the email said the money should be paid within 12 days. I called to check on day eleven quoting the RESET number given for further communication. The call handler said this number was of no use. There was no record of my email and the attitude of the call handler was that he didn't care. No apology. The quotation I received said to accept the quote within 28 days or the lump sum payment would be cancelled. If I hadn't have called to check then the 28 days would have expired and I would have had to start the whole process again.
Reviewed on: 25th April 2022
Told my lump sum would paid out within 20 working days. Not happened. Phoned and was told i would get a call back. Didn't happen. phoned again and told i would get an email because Darren who was working on my request didn't have access to a phone. Still no email. Spent over 2 hours on calls waiting for connections. Last call said i would be on hold for about 4 minutes. Took 27 minutes to answer.
Reviewed on: 27th August 2021
