Is anyone else experiencing difficulty this month uploading AE pension contributions to Legal & General?
When I tried to log in to the L&G account portal on behalf of a client, with the same User ID and password which I used last month (No - I haven't changed them in the meantime), it said that either the User ID or password was invalid and 'locked' the account. I then called their Employer Helpline, but due to the volume of calls they were receiving, I was put through to the Members Helpline which was dealing with the overflow. I was told that L&G had sent out a security questionnaire by e-mail (which I had never received) and that L&G had then "deleted" the accounts of all employers who had not responded to the questionnaire - visions of L&G snaffling the orphaned employees' pension funds crossed my mind! However, the lady on the helpline obligingly sent me a copy of the questionnaire, which I duly completed and returned to L&G - it was just the usual personal details (memorable event, memorable place, memorable date, etc.), so hardly sufficiently important to justify the draconian act of excommunication for non-compliance.
That was two days ago. I have heard nothing back from L&G and on calling the Helpline today, the message said that due to the volume of calls, they were not answering, but please try later. In the meantime, I cannot upload my client's pension contributions.
Replies (3)
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I uploaded to L&G on 1st September for a client. I had no problems with logging in, although it's possible my client had filled in that questionnaire and not told me.
As for the phone line, that message is a little misleading. I'm very persistent, and they DO answer despite that message.
Don't take no for an answer, they will answer....eventually
I had problems uploading to a Friends Life non AE pension a few months ago and complained about the deadline being missed if they didn't get their act together. They said as it was their fault it wouldn't be mine, and eventually the problem was sorted.
I suspect there will be lots of this type of problem with the non Nest/peoples Pension type providers on the basis that they are running autoenrolment procedures on a shoe string.