Very slow to release funds
Very slow to release funds
When tried to speak to somebody very hard
You are very quick to take the money
Reply from now:pensions
Hi Celestino,
Thank you for taking the time to share your feedback. We’re sorry to hear that your experience fell short of expectations, particularly around the speed of fund release and the difficulty in speaking with someone.
We understand how frustrating this can be, and we’re reviewing our processes to improve both our communication and turnaround times. While we do our best to handle payments efficiently, we also want to ensure that support is easier to reach when you need it.
I’ve had a look into your account and I can see that it was requested that you sent us a bank statement in order to release your funds and this is what slowed the process down. We require a bank statement when you’re withdrawing your funds to ensure that we are sending them to the correct bank account.
I hope this helps and I will ensure your feedback is given to the relevant teams so we can improve our service.
Thanks,
Andrea