Problems with L&G AE pension upload

Problems with L&G AE pension upload

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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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By HuntFord
09th Sep 2016 14:32

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

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Replying to HuntFord:
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By Euan MacLennan
09th Sep 2016 17:06

HuntFord wrote:

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

Thank you for the advice. I tried calling again and did hold on and they did answer eventually. The chap blamed their IT guys who apparently sent out security questionnaires for 3 successive months to all their e-mail contacts and when they got no response, de-activated the accounts. He said he believed me when I told him that I had never received any e-mails, because lots of people had said that. They will be working all night and tomorrow (Oh! what a shame!) to re-activate the accounts.

In response to my comment that that would be not much help to me as I will be away on holiday next week, so the contributions will be paid over late, he said that the deadline is the 22nd, so should not be a problem.

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By Moonbeam
09th Sep 2016 16:14

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.

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