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Capita-utter farce-wrong details

02 Oct 2018, 12:41

Have been expecting my pension benefits estimate letter to arrive. Previous correspondence by email to the pension centre on the 24th September stated that it had been issued and would be with me in a couple of days. It still hasn't arrived so phoned the new number now under administration by capita to be told the details I gave don't match. When queried the advisor told me the address given didn't correspond with the one they had on file, a Twickenham one apparently. Told them I've never lived there and said all previous correspondence had come to me here at the address I've always lived at since being a member. She put me on hold and came back after a bit of digging to say she had found my previous correspondence with my correct address. She then went on to say that the letter was sent out to the wrong address and would escalate to a manager to reissue it. She also let slip that during the changeover that files have come over with the incorrect corresponding addresses.so be aware when contacting them you might be on the phone quite a while trying to explain yourself. This is also a probable GDPR (data) breach which I'm now worried about. So be warned with contacting them.

Capita-utter farce-wrong details

02 Oct 2018, 13:13

Don't put all the blame on Capita!

There's been two occasions that I know of, that the pension service centre in Sheffield(previously in Chesterfield) have sent financial documents of mine to another address that I have no link to whatsoever.

In my experience they are very poorly trained, don't know the basics of the RM pension let alone the pension industry in general, and considering their handling peoples financial details, are very lackadaisical.

Capita-utter farce-wrong details

02 Oct 2018, 14:27

Bit concerning to say the least, probably delayed it all now. Let's hope they've not ballsed the figures up as well.

Capita-utter farce-wrong details

09 Oct 2018, 17:15

All of us wait with Baited breath for the end of the month when our pensions are paid in, I know exactly how much I am due after tax.

Capita-utter farce-wrong details

17 Oct 2018, 12:08

Just been onto them again regarding my issue. Had a very candid chat with the advisor who said it had been a chaotic and frustrating 3 weeks since the changeover. Much of the data files and documents are still yet to transferred over to Darlington. Darlington are requesting stuff from Sheffield but there is a huge backlog in stuff being sent over. People whose pension due date has come and gone and are expecting their first payment at the end of this month are unlikely to receive it.

Capita-utter farce

29 Oct 2018, 14:39

I have problems with my pension too. I received a request from Sheffield to provide ID details back in June 18. I have had no contact with them since. Now that I am 60 (Deferred Member), Darlington have got no records of my Pension, When I am getting it, or anything about my Lump Sum. Apparently, it seems that Sheffield and Darlington have issues with each other with me caught in the middle.
Any advise anyone?

Capita-utter farce-wrong details

29 Oct 2018, 14:49

Just keep onto them chasing it up. Got fed up emailing and phoning until one day I copied the CEO in on one of my complain emails. He replied saying that he would pass it onto a colleague to deal with. True to his word I got sent a copy of my benefit options which was weeks overdue emailed to me that very day. Maybe you should give it a go. His email is Jon.lewis@capita.Co.uk

Capita-utter farce-wrong details

29 Oct 2018, 16:36

Problem with big firms like that is they promise big to get the contract and then employ minimum wage untrained staff with no work ethics to run the show.

Capita-utter farce-wrong details

15 Nov 2018, 20:24

Crap-at-it sorry Capita. Should have had my pension start 27th Oct. Heard nothing so emailed them 15/10. Had to wait ten whole working days (from their auto-reply) before they failed to reply! Emailed again - this time I got a reply that they could not trace me and asked me to phone. So I phoned and they traced me with the same details I'd put in the email. Then they said they hadn't had two forms and proof of identity that I'd sent way back in June and that they would send the forms out again. Forms never arrived so I've put in a complaint. Capita have a bad reputation e.g. They failed to send out 50,000 screening invites for cervical cancer tests in contract with NHS (I got a paper for leaving one letter in my fitting ha-ha). The government seem to love them and keep giving them contracts. My fear is that they will be in charge of the state pension soon and I won't get that either. We need to warn people about Crap-at-it. It seems that pensions could be okay if already activated but anyone approaching sixty needs to be on-the-ball. I'm about to go to the pensions ombudsman

Capita-utter farce-wrong details

19 Nov 2018, 11:00

Same here. Each blaming the other for not sending out options form after receiving the forms about LTA etc. If I don't get the options form by the end of this week - they couldn't confirm when I would get paid even if I returned it by return of post - then I will copy the CEO in - email address given in an earlier post - and see what happens. Think then if it is slow then I'll go to the Pensions Ombudsman. Not happy that they are holding onto money that is rightfully ours.

Capita-utter farce-wrong details

19 Nov 2018, 20:16

I wouldn't hang around too long in complaining, they rely on people's good will and use delaying tactics to cover up the mess they are creating. If anyone is thinking of going to the pensions ombudsman, the ombudsman advise that you lodge a complaint to Capita first to give them the chance to sort it out. I lodged my complaint with Capita ten days ago (which they acknowledged in all fairness - thanking me for my patience (another delaying tactic) and I've still not heard anything even though I've sent Capita five emails since my complaint (all ignored), trying to get them to act on their commitment to administer my pension. I've complained to the pensions ombudsman today. The CEO of Capita is new to the job and is out to make his mark, and has helped thus far, so we should perhaps copy him into emails. However, he'll soon get fed up of this and I'm sure reality is biting now that he is presiding over Capita's 50,000 failed cervical screening invite letters (not really mentioned in the news for some reason) - he could be a tad angry as ultimately it is his neck in the noose. My advice: contact them by email rather than phone because this is evidence. Don't wait too long before lodging a complaint and build evidence to present to the ombudsman.

Capita-utter farce-wrong details

19 Nov 2018, 22:01

I've read these posts with interest. Although I'm not yet ready to draw my pensions, it is truly worrying. Maybe a more direct approach is needed, like contacting the national media. THAT would surely get something done, shame them, AND RM, maybe then something would get done. :hmmmm

Capita-utter farce-wrong details

19 Nov 2018, 22:01

I've read these posts with interest. Although I'm not yet ready to draw my pensions, it is truly worrying. Maybe a more direct approach is needed, like contacting the national media. THAT would surely get something done, shame them, AND RM, maybe then something would get done. :hmmmm

Capita-utter farce-wrong details

20 Nov 2018, 00:00

Cheers Heapsy - I may even consider this at some stage. Hopefully it will be sorted by the time you draw your pension! Try not to worry too much - leave that to the old uns (ha-ha)

Capita-utter farce-wrong details

20 Nov 2018, 14:23

I'm experiencing the same problems - have been writing, calling and emailing Capita about my pension for 6 weeks now with absolutely no response. The folk on the call desk are polite and apologetic but completely ineffectual. One of them told me that whilst the Capita centre is in Darlington the work is done by teams in Sheffield and communications aren't good. It also seems that there isn't much monitoring or chasing by Capita so I keep asking them about my pension, they pass it on to Sheffield, nothing happens and then I call/write/email Capita again and it all disappears into the same black hole. So far my calls, emails and letters have resulted in one standard email reply saying I would hear in 10 working days, I didn't so I called and emailed again, still nothing. Sent a formal complaint letter 12 days ago, still nothing, not even an acknowledgement - and I know they've got the letter, it was special delivery tracked. It's absolutely appalling that they just don't respond. It's also very frustrating and worrying ....only 8 working days to go before pensions due date and I still have nothing at all about my pension. Have called them again today and been promised a return call this afternoon, we'll see. If nothing happens then I'll be sending an email to jon lewis (thanks for posting his email address) and also writing to the pensions ombudsman, hopefully that'll get something moving but it really shouldn't have to come to this. Good luck to all dealing with the same problems - and please keep posting and sharing info.

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