Inefficient and disorganised disaster that masquerades as the Teachers' Pension Scheme

[DriftingDora]

Has anyone else out there had a similar experience to myself with the organisation euphemistically known as the Teachers' Pension Scheme of which I am a member? It could also be known as "we are currently experiencing a high volume of calls" Scheme and "we are working from home" Scheme. Since 6th June this year, I have been trying to get an answer out of them regarding regular difficulties with accessing my online teachers' pension account - at least two of the phone operators I have spoken to have admitted there are "problems" with their website.

Since 6th June, I have spoken to eight different telephone enquiry operators (all of whom are at pains to tell me they are "working from home"). Not one of these eight have done what they said they would do to deal with my problem, nor have I had any apology for the lack of response. There was supposedly a (quote) 'letter sent in the post' to me last week, acknowledging my verbal complaint about poor service, but it must be coming via the Artic Circle because I have never received it.

I have also emailed the Teachers Pension Scheme (response within 10 working days - Not) - and no response has been received, in spite of sending them the same email twice, clearly outlining the problems and asking for a response in writing.

On the 22nd June, I was promised that a Manager would telephone me at home within 48 hours - needless to say, nobody rang. I stressed that they should please call me on my home landline, not my mobile number and even gave them my landline number which they already had on their records - yes, you've guessed it,, someone phoned back last Friday...on my mobile number. This is just typical, and each time you ring there is "a bit of a problem getting my screen to come up", so the website is obviously total crap. The person who called back left a message, telling me he would call this morning......yes, you are right again - nobody has called.

Obviously, I am now looking into taking this matter further, but please be warned by my experience. If my experience is anything to go by, these people are just not doing their jobs properly. The "customer service" is just abysmal - and these are the people responsible for administering our pensions!!!!

Many thanks if you've stayed the course of this post!

Similar here. I had an email to tell me my P60 was online, but the site won’t let me in, despite changing passwords, dealing with codes, trying several times. I finally got through to someone, who kept telling me what I needed to do and me telling her I’d done it (more than once). I asked for a paper copy. It took weeks to arrive. It’s a shambles.

I don’t care if people are working from home. I do care if they aren’t effective or doing what they should. I’ve had experience with other organisations that operate effectively from home and offer Zoom consultations etc. There’s no excuse for the technology to be unsound. They’ve had plenty of time to sort it.

Sorry to hear you've had the same, Bluevelvetsofa. I also have no problem with people working from home, but when so many of them patently aren't doing their job properly, then there's something going badly wrong and needs looking into. This is supposed to be a professional organisation, but at the moment it's more like Mickey Mouse. ·