All My Personal Data Removed From RMSPS Server

[prem]

Not sure if anyone will be able to assist me with this, but here goes:-

I did not receive me RMSPS pension on 28th June as per schedule, I immediately telephoned the helpline and eventually was told that they could not access my file as 'you do not have an address registered with us'. I was further advised to send an email to resolve the situation. I emailed and several days later received a message from RMSPS saying they could not respond as they did not have sufficient information for their 'Data Protection System'.

As I have been receiving my pension for over 11 years and changed my address in December 2022, provided an 'adult life certificate' at the same time and then changed my recipient bank about a year ago, all without any problems, I was surprised that they said they had no address.

On the 4th of July, having made no progress with my problem, I telephoned several times to the help line and eventually a very helpful lady told me there was an online 'Portal' and I should sign up to it and try to communicate through that.

I signed up to the portal and noticed that in the space for personal details, 'Home Address' was written as 'Gone Away' I immediately added my address details, as previously supplied to RMSPS, but it takes 10 days for the system to update.
However, at this point I noticed that not only had my home address details been removed but also my email address, my mobile telephone number and other 'personal' details had been expunged from the server. I do not know if I have failed to comply in some way, if the system has been 'hacked' or if it is just 'a cock up' by a member of staff.

So now it seems I cannot receive further pension payments, I cannot get any answers from RMSPS due to lack of address so I am stuck.

If anyone has had a similar experience, or can offer a method of getting in touch with the scheme that will not be refused due to ' data protection' issues I would be very relieved to hear from them. Your responses will be gratefully received as I am really concerned about this issue. Thanks. Prem

[RobertT]

It sounds like they didn't update your records properly when you moved house and then subsequently sent you a letter of some kind, which was returned as gone away/not known at this address.

In that instance, if they can't trace you, your pension can be suspended.

Both RMSPS and RMPP mention it in their 'guide to benefits', available on their websites.

If you can't get it sorted via the customer service route, I'd suggest going through their formal complaint procedure.

[prem]

Hi Robert,

Thank you for your very prompt response. I agree that it does appear that a 'paper' letter was sent to me that I did not receive. However, in December 2022 I had informed RMSPS that as i was now in Laos PDR, a very poor, communist country, I would not be able to receive 'paper' mail.

At the time I changed my address, for which I have an email confirmation stating "Thank you for informing us of your change of address, your new address details have been passed on to the relevant team", I was sent an 'Overseas Adult Declaration' by email which I filled out and returned. I then received an email confirming its receipt and assuring me of continued payment of my pension.

In June/July 2023 I changed the receiving bank for my pension from Thailand to the UK, Again I received a confirmation email that this change of details had taken place and I started to receive my pension to a UK account without any delays.

RMSPS are aware that I am unable to receive paper mail but seem to have sent such mail in any event. I can understand RMSPS holding a payment under the circumstances that they did not receive a reply to their paper mail. However, it would seem logical that by retaining a pension payment they would provoke a response from me, which they did, but they had removed all methods of communication from my file along with my banking details. This seems rather a drastic response as I had received my payment for May, on schedule, and only a single payment, for June, has not been received.

The removal of all information from the server, that could rectify the situation, seems to be a disproportionate act after suspending just one due payment.
If RMSPS wished to cancel my pension rights you would imagine that they would make an effort to contact me, by email and/or telephone, before wiping all my personal details from the server.


Once again, thank you for the fast response.
Prem

[RobertT]

In that case it sounds like either a computer error – perhaps they've updated their systems and it doesn't recognise Laos anymore? Or a similar human error?

Capita did suffer a data breach in March 2023, but whether that would have a knock on effect over a year later, I don't know as I know next to nothing about cyber attacks.

I can only suggest you keep hounding them and providing as much evidence of your pension entitlement as possible.

Sorry I can't be of more help.

[prem]

Thank you Robert, I will telephone them again on Monday morning
Appreciate your responses.
Prem

[vila465]

Just texting to say- I took my pension early at 57 ( still working for RM)
Still check out posts regarding pensions- as Robert T is a fountain of information and makes things so much easier to understand - RobT - Many thanx for all the help you have given everyone over the years

[Hyrrokkin]

OP - start the formal complaints procedure straight away - only way they will sit up and do their job

[prem]

Thanks, I will start today (Monday). I appreciate your response.
Prem

[prem]

Monday Morning, 8 30am UK time I telephoned the helpline to start a formal complaint. What do you know, cannot verify my details so cannot register a complaint.

Told the lady that my complaint was concerning all my personal data being removed from the system. She replied 'Data Protection' is there to keep my pension secure.

So another dead-end. Will try to start a complaint through their online portal. Not very confident.

[RobertT]

The Pensions Ombudsman sounds like your next step.

[prem]

Thanks for the further reply Robert. I do not think they allow direct contact with the the Ombudsman until earlier stages have been gone through. The problem is getting them to communicate with me so that I can resolve the problem. I have made a Formal Complaint using the online Portal contact page. I can only hope that I will get some sort of positive response from that.
Thanks
Prem

[prem]

If of interest, I finally got a reply from a 'human' at RMSPS when I emailed 'MANAGING DIRECTOR' Complaint.

They have said they will investigate my problen but may take 10 working days to get back to me. Still, it's a start.

Have received no replies to any messages sent using the RMSPS Portal. It displays response will be within 48 hours, Sent a number of messages since 4th July but none have been responded to as of 12th July.

Now I wait, again!!!

[prem]

Saturday 13th July, my personal data and address are now visible on the RMSPS Portal.

8.30 Monday morning will be on the telephone to the call center. Maybe light at the end of the tunnel.

[Hyrrokkin]

Saturday 13th July, my personal data and address are now visible on the RMSPS Portal.

8.30 Monday morning will be on the telephone to the call center. Maybe light at the end of the tunnel.

Good luck getting it sorted

[prem]

Thank's Hyrrokkin