now:pensions Omdömen 1 295

I have a pension with them set up by a previous employer, so had no choice in the matter. For over 1 month I have been trying to transfer it to a different platform, which has a better offer overall on funds, fees and customer service. They not only have not done it they can't offer any reasoning as to why and the transfer is just there, waiting on nothing from Now Pensions to action it. I keep chasing them and they do reply - hence the one star for that - but with nothing helpful.
If there is no issue, why is taking this long? This is my money they have and keeping it impacts the little investments I have - so stop holding it back and just do your job.
Pathetic.

Gave one star because Trustpilot forced me.

ME: I cannot access the Member portal
NP: Do X and Y
ME: X and Y complete. Still no access.
NP: I will raise a service request
1 week later
ME: Ring / email for an update
NP: I will raise a service request
2 weeks later
Me: Ring / email for an update
NP: I will raise a service request
4 weeks later - No update or progress
ME: Please can I speak to a manager?
NP: I will raise a service request

Rinse and repeat the above.
8 weeks later - no response from a manager and no resolution.

Lessons so far from the Now Pension loop
- Trying to access Now Pension’s “member” portal is akin to spinning around in a circle and not getting anywhere.
- The Live chat team are useless & will refer you to member support 0330.
- Member “support” team - If lucky you will speak to someone who will try to help but can only “raise a service request” If unlucky you will get someone learning to speak English who insists they are helping but are not.
- If offered a new job and the company’s pension provider is NP - avoid work somewhere else instead (if u can)
- Now Pensions are not a serious company and it’s questionable whether they are fulfilling their responsibilities laid out by The Pensions Regulator

Gave 1 star because Trust Pilot forced me.

Contacted them to take my cash lump sum at the beginning of September. I asked numerous times if certified copy of passport done through post office will be fine as their website in unclear on this, got generated responses on the chat as if talking to a broken record. Then they told me I have 2 accounts so they need to merge them and I need to wait several weeks for my OWN money. Then they proceeded to block my account because I logged in too many times and one of the agent said its due to technical review and another its for security reasons. They are the worst pension provider to deal with. They will do anything to make the process for you as long as possible and generate you unhelpful responses on the chat. AVOID AT ALL COSTS!!!

If I could award minus I would. There website is anything but user friendly. When setting a date for a cash lump sum on retirement they don't tell you that that is when the begin the ridiculous process to draw down your money. They will not tell you what documents they may need until way pay your requested date. They insist on either your original passport or driving licence or a certified copy from a "professor, lawyer,head nurse or Doctor" ....all of whom will charge for their services......and you can't arrange in advance because they don't tell you you will need them. When you send off its then radio silence so you have non idea if request is still progressing.
If you have ANY choices DO NOT GO NEAR THIS COMPANY they are frauds .....

I was transferring a very small amount £79 to Scottish Widows.I had to get an appointment with Money helper/Pension Wise as it showed as a amber flag. I booked my appointment,which took 3 weeks but I emailed Now with my confirmation of my attendance and my funds were transferred within 10 working days.I totally understand it is a lot of hassle to go through,but I know they are following The Pension Regulator guidelines.

187 Days to payout death benefits/ pension

Recently loss my brother in law April this year . And have had the misfortune to have to Deal with now pensions. Who are absolute shocking company to deal with. who lie through there teeth and caused has many delays has possible . !!!!!!!!!!!

Over the last 7 months this is some of the excuses myself and my family have had to put up with.

No bereavement team
No managers on site
Don’t reply to letters or emails
Haven’t received death certificates. X2 although they returned in the post
Don’t return phone calls
Didn’t know your brother in law had passed
Didn’t know your address
Your brother in law opted out of is pension. Asked when 13 Days after he died !!!!!!!!!! Shocking lie !!!!!!!!!!

Escalated 7 complaints only one reply when the pension ombudsman. We’re ready to step in
Every request for documents always single request. To cause further delays !!!!!!
Calls ended for no apparent reason !!!!!
Put on hold sometimes for more than half hour .!!!!!
Told me they haven’t received documents. Although I’ve got the proof . All letters sent recorded delivery. !
Made over 50 phone calls to these clowns
Not received documents they said they sent

My advice to anyone who has to deal with these clowns . !!!!!!

Go on to pension ombudsman website and start the complaint process has quickly has possible. Because it takes 8 weeks before pension ombudsman can get involved. Also keep records of everything and cost . I believe they have only just payed out has the 8 weeks were up with the ombudsman . !!!!

Also for everyone out there move your money to different providers. !!!!!!

Also wouldn’t give these clowns one star if I had the option. !!!!!!

Also myself and my family were unable to grieve or pay down . Some of my late brother in laws debts !!! . so unfortunately my self and my family were getting grief from 3 rd party’s wanted paying.!!!!!!

Also reading the complaint on trust pilot . We can’t all be wrong .!!!!! Complaints running at over 90%

NOW Pensions are a joke been trying to transfer out since April. They keep asking for the same documents which I have sent them. Don’t answer any phone calls, emails just going round in circles

Got taken over in 2019 and are still the worst company of any sort ive ever dealt with even worse than scottish energy it took me 2 1 star bad reviews to get my savings out getting the run around and saying i would get them investigated i dealt with 3 other providers and they were all plain sailing do yourself a favour and stay away from these cowboys

I’ve been trying to get my late husbands pension since April I’ve called several times and was promised numerous call backs I have emailed them sent all paper work I now get a monthly phone call from them stating that they are still looking into why I’m not getting paid still no answer and still no payment it’s absolutely awful how they treat people who are grieving their loved ones, it’s unnecessary and just disgraceful to be treated like this. Now pension have no compassion whatsoever and continue to fob me off.

Yet again, this shocking company is delaying paying out money into my account. This time its only £300. If a pensions company cant pay out £300 in the five days they promise, there is something seriously wrong with the way it is run. They need to get into their thick heads, its not their money. Its been a month now since they said I will get paid and there is still no sign of my money, but there are several emails making excuses and lies as to why they still have my money. Its awful, its causing stress and unnecessary anxiety. Insurance ombudsman here I come.

Website is terrible. So difficult to navigate. Impossible to email company for help. Chatbot is useless. I did eventually get to speak to two really helpful and polite people on the phone but even they say the website is full of errors. I would NEVER use this company for employee's pensions!

I'm currently on week 6 of trying to gather answers to what I consider fairly basic questions. I have never encountered a customer service team that knows so little about the company they represent. Every query seems to involve a raised ticket to 'back office', which then takes a further phone call to follow up.
It took 4 weeks, 3 phone calls, 2 emails and 2 pieces of misinformation before NOW Pensions could tell me what 'Money Out' actually means. Two weeks, two 'phone calls, and still waiting for someone to explain why there's a mismatch between my pension contributions shown on the snapshot section of my account and the amount shown in transactions. I'm not saying anything is wrong, I'm just saying, can you explain this to me so I can understand? Well, not so far they can't!
On one 'phone call, the customer service person suggested I email my query. He gave me the email address, told me to put my pension account number in the subject bar and suggested I included a screenshot of my account details. I did this, explaining in my email that the 'phone staff had been unable to answer my query so had suggested I emailed instead. I got a reply that said they are unable to discuss individual accounts by email and I should instead phone! Yes, this is how it is with NOW Pensions. I haven't even started the transfer part yet. I'm not sure I've got the emotional strength anymore.
Without doubt, NOW Pensions are the worst company I have ever dealt with.

Dear Now Pensions, I am writing to formally express my profound dissatisfaction with the management of my workplace pension account, as my experience with your organization has been increasingly frustrating and disappointing. Recently, I received a diagnosis of a serious spinal condition that significantly impedes my ability to work. In September 2024, I had a crucial conversation with a representative named Ashraf, who advised me that I could opt to close my account and initiate the process of securing a doctor’s note, along with additional documentation from the Department for Work and Pensions (DWP). This guidance led me to incur unforeseen expenses in preparing these vital documents, which posed a considerable financial challenge for me. However, in May, I was informed that my situation required a doctor’s note explicitly stating my inability to work. This demand is particularly troubling, as my healthcare provider has clarified that they cannot legally furnish such a statement. The DWP has validated this viewpoint, yet it appears your organization has misinterpreted my circumstances and hastily categorized me in a manner that feels unjust and misleading. Moreover, my interactions with Chantel from your complaints department have further exacerbated my frustrations. I spent an extensive hour detailing my predicament, hoping for understanding and assistance, but was met instead with a succession of apologies devoid of any constructive solutions. Chantel explicitly declined to escalate my concerns to a manager, offering no names or alternatives, citing that they were occupied with other responsibilities. This lack of transparency and willingness to assist is profoundly disappointing and leaves me feeling undervalued as a customer. I strongly encourage your organization to reevaluate the treatment of clients who are navigating unique and challenging circumstances, as my experience suggests a troubling disregard for individual cases. Potential clients should be advised to carefully consider their options based on my unfortunate experience. I would greatly appreciate a prompt response to this pressing matter and kindly request a follow-up call to further discuss my concerns in a detailed manner. Thank you for your attention to this important issue. Sincerely, Karl Austin

Dear Seren Smalley

Thank you for your email regarding my account. However, I am still unable to log in to your system. I have also received another email indicating that you're looking into this matter, but I need this addressed today. This issue has been ongoing for far too long, and the delays are unacceptable. With the company's recent takeover by the administrators, I'm concerned about the lack of resolution on my claim. I would appreciate a call from you today at 07765075810 to discuss this further. Thank you for your attention to this urgent matter. It has been 6 day

Best regards Karl Austin

i'm helping a friend who has been waiting FIVE AND AND A HALF months for a transfer of his pension to L&G. Customer service and communication has been appalling. asking for documents already received. delays. 100% useless/

None of customer services agents understand English. Although I categorically forbidden them from trying to nick my other pension schemes money, they requested a transfer without my consent and knowledge and I lost couple of grand of investment profits. SHAMBLES they don't deserve a star at all

They deserve a zero star rating!

It honestly felt like they were stalling me every time I called or went onto their web chat - each time there was something new that they needed.

My own situation has been going on for weeks - trying to get my own money from them.

Their 'system' altered my address to 2 houses before the one I currently live at during their "data migration" - I had to send proof of my new address even though they'd written to me here already!

Then my Date of Birth had been altered - they say it was my employer - but I left that company over a year ago - had to send documents via email to have it amended before I could get the cash.

Asked for a data subject access request - they only sent bits not all. Refused to send me the documentation where the date of birth had been changed.

Always send email responses after 7pm so there's no chance of same day follow up.

Advise they can't give information over email as it's not a secure channel - however they request that personal information to update my address and date of birth be sent via email - the very same "insecure" channel they keep mentioning.

At least 3 people lied about when the funds would be released.
Refused to give me a tax breakdown for "security reasons".
I have the money now - but it took a fight!

Don't have your pension with these people!

Horrendous organisation.
A few weeks ago I attempted to transfer my pension, but this ended up being terminated by my new provider due to the length of time Now took to complete paperwork.

I am also currently unable to log into my pension portal which is causing significant distress. I contacted customer support on this but got a generic response with a ‘solution’ that I had already tried. This would have been clear if Now had bothered to read my initial email.

Company looks extremely shady when it comes to customer service. Thankfully I stopped paying in early-on.

One star is being generous

I’ve had an appalling experience with this company. Not only was sensitive information sent to the wrong address – a completely unacceptable breach of trust – but I was also given incorrect information on several occasions when I tried to chase this up.

The level of customer service has been shockingly poor. I was passed from person to person, none of whom seemed to know what was going on, and every time I contacted them I was left waiting for answers that never came. To make matters worse, there has been a ridiculous delay in receiving the money I’m owed, despite being told repeatedly that it would be sorted “soon.”

In short, this company has shown a complete lack of professionalism and care. I would strongly advise others to think twice before dealing with them.

I urge anyone not to use now and hunt around and research other pension schemes

Third time leaving a review as nothing is getting done! Send all documents again as requested and apparently the bank details didn't pass security!? Copy of passport wasn't in colour and they have locked me out of my account. Solicitor will be contacted