AVC Flexiplan Problem

[Hyrrokkin]

I have an issue with an Flexiplan payment - just wanted to see if i was right or wrong
I will keep it concise and brief

I have checked and double checked my payslip and SW Flexiplan account

19/7/24 - £100 was deducted from my wages (correct amount) to pay into my AVC Flexiplan account
18/7/24 - £1 was paid into my SW Flexiplan account (these payments are always added one day before)
22/7/24 - £1 was invested by SW into my Flexiplan account (Shariah)

Now a mistake has been made clearly but constant emails and phone calls and getting nowhere
My latest reply from RMPP was this

"If the payment credited on the 18th of £1, then the deduction of £100 applies to the following week as shown on the Scottish Widows statement."

I'm i being thick and missing something obvious or do they not even know what they are talking about !!
Just wanted to double check before i go through the complaints process

[RobertT]

I can't really give you an answer to your query, as it seems a mistake has been made.

My experience of the RMPP pensions helpline, is they're badly trained and if the answer isn't in front of them to read from their flowchart, they haven't got a clue.

I've found the only way to get a problem properly sorted is to put in a formal complaint. They only sit up and take notice when you do that!

Don't bother with the online form on the website as that doesn't work – or it didn't when I tried.
Print it and post it by Signed For, and track it so you know when they receive it.
Don't forget to fill in the data protection form, as they won't deal with your complaint without it.
Make sure you include all the evidence you can – dates of emails & calls, printouts, etc.
Highlight their lack of action, you might get a bit of compensation – I did when I complained.

I hope you get things sorted.

[Hyrrokkin]

I can't really give you an answer to your query, as it seems a mistake has been made.

My experience of the RMPP pensions helpline, is they're badly trained and if the answer isn't in front of them to read from their flowchart, they haven't got a clue.

I've found the only way to get a problem properly sorted is to put in a formal complaint. They only sit up and take notice when you do that!

Don't bother with the online form on the website as that doesn't work – or it didn't when I tried.
Print it and post it by Signed For, and track it so you know when they receive it.
Don't forget to fill in the data protection form, as they won't deal with your complaint without it.
Make sure you include all the evidence you can – dates of emails & calls, printouts, etc.
Highlight their lack of action, you might get a bit of compensation – I did when I complained.

I hope you get things sorted.

Thanks RobertT - as you were in the AVC plans for years and have had trouble with RMPP incompetence the formal complaint route it shall be.
I sent them email screenshots of my Flexiplan account and that weeks payslip.
This is pretty basic stuff and they cannot even see that - what else are they getting wrong.

Heads up for the extra advice will follow that.