total unhelpfull inconsiderate and abusive staff 

I am in the midst of another nightmare caused by this company.I turned to this website just to convince myself this company was actually for real.After reading review after review im relly quite pleased to know its n not just me! My pension withdrawal case is stiil ongoing. My first contact with the company was 9th may 2017. I was told my fund was £16000.After numerous telephone calls to cash my fund, i receive a pension option pack with a value of the said £16000. Ring to say yes please go ahead and send me withdrawal papers. I receive another option pack, now stating my fund is worth £12000.I ring and start official complaint after unacceptable explanation.But im still assured my withdrawal pack is on its way.Today is the 3rd july 2017, and I recive another OPTION PACK, stating my fund is now worth £9800! Suffice to say, I don't believe a word anyone at this company says.Ombudsman prepare yourself!

My mother had four separate Senior Security Plans that she took out from 1993 to 2000 with Cornhill Life. Paying in a total of £8,937.00 until she died last month and I received £4,440.00, the amount that policies stated would be paid out. When mum was struggling financially I rang Phoenix and asked if these policies could be surrendered or frozen as the pay in had far exceeded the pay out sum. Of course their answer was NO. This I had to accept as that is what mum had agreed in signing the plans. These Security Plans/Assurances are immoral are they not?! That aside my problem with this firm is their lack of empathy and customer care at what is a difficult time for the grieving families. Even the utility companies started their correspondence with..."we are sorry to hear of your loss" but no such nicesties from Phoenix. They got my address wrong due to their incompetence, delaying the pay out process, I had to call them twice chasing the benefit pay out. Fortunately The Co-Op were understanding! Mum had similar polices with Liverpool Victoria, a much better experience with them.

Been waiting over a month and still no signs of being paid out on my late fathers death policy.To be fair I would not really call it a policy more like daylight robbery by these incompetent robbing b's.If you want passed from pillar to post and paid I say paid, maybe not right wording a lot less than you pay in and a whole lot of grief, this is the company for you,if not open a similar policy with the co-op get three times what you payed in and have cheque in two days

Am sole surviving trustee of two plans taken out by a friend who died 15 months ago. Submitted forms and backing documents correctly in Feb this year , acknowledged by them after two weeks addressed to Mrs (I am a Mr); alarm bells should have started ringing then. Insisted on sending letters to solicitor dealing with remainder of estate not me despite the acknowledgement coming to my home address..... Forms so called sent not received, long delays in responding; asking for the same form twice, it seems anything to avoid paying out Have now given them 7 days to sort it out once & for all otherwise I will go to the ombudsman. The other worrying thing (for me) is that both my wife & I have pension plans with this firm. Wish me luck will you....

Had an endowment policy which matured on 1/2 being told it will be 28/2 before funds released.Tried to place blame on RBS to whom policy was assigned but their claims did not stack up and it just appeared that the plan is to hold on to my funds for as long as possible which when you consider how many policies will be maturing in any given year will net them substantial profits.Personally would not touch this company with a barge pole.

Pay attention to this review and all the other reviews. DO NOT INVEST ANY MONEY IN THIS COMPANY IF YOU HAVE MONEY INVESTED MOVE IT RIGHT AWAY. I had a pension sharing order from the court in September 2016 I still have no money in my account and the so called "customer care clowns". Have not got a clue where it is and why it's not there. ! I have been insulted be-littled made to feel inadequate upset anxious and I have ended in tears after most of the conversations I've had with this company. For the first month after my court order no one would speak to me as they said it was in my husbands name and one of the clowns told me to get my husband to write a letter to authorise me access to the pension!!!! We had just been through a terrible divorce. 3 months later a letter arrived I asked what it was and was told it shouldn't have been sent to me. They then told me my solicitors hadn't sent the pension order to them , this was a lie just to stall me again. More solicitors fees for me! Then 3 weeks ago I recieved a letter confirming the money was now in my account although the letter arrived signed by the "operations director" with the wrong initial the right surname the correct address but someone else's policy number ! This from the director so you can imagine what the rest of the team is Like. There is usually no one of authority in the office after 5pm so you won't be able to speak to any one in charge as they are not available and if they tell you they will ring back .... they won't. I phoned tonight and was asked my national insurance number , I told her but she told me it wasn't the one they have on their system so she wasn't going to speak to me. I asked how I would get through security if they have a different national insurance number to my correct one as I don't know the incorrect one they have she told me"to ring back tomorrow " I'm now going to the ombudsman for help . Don't put yourself through a nightmare put your money in a biscuit tin under your bed before you think about handing any money to Phoenix.

God help anyone claiming who has lossed a loved one.... pathetic stalling, and deliberate attempts not to pay out, making excusses, lie on phone. And for twice as much insurance cover LV paid out within 5 days without any death certificate or ID... Phonix your a disgrace

My husband passed away in July 2015 and we cancelled a life policy in August 2015 for my daughter and son. Despite this they have asked for the money until August 2016. Seems they don't receive or acknowledge letters or my calls. Out of my good will, I have paid the past year of payments. After seeing these reviews, I will finally put a stop to this in a hard way.

My Gran sadly passed away in September. I phoned about her claim as we need to pay some final bills for her. They have taken over a month to sort it but today I didn't pass their Spanish inquisition and was told they couldn't even put me through as I had failed to ask Gran before she died ... what actual date did she take out her policy ??? After all these questions I was reduced to tears .

I have been trying for 6 months to get a lump sum. My wife and I left England 22 years ago because were we live and work the money is relevant it just belongs to us. If we don't receive our pension in the next couple of days I'm going to take legal action against them. fortunately I'm in a position to do that.

My policy is due to pay out in 1 week , over £50 on telephone calls in the last month to them and I still don't have my options pack , so I don't expect to see my pension money anytime soon , I am retired due to having a stroke I need my money . The telephone advisors are rubbish they lie to you are very aggressive and rude , one even said if I die my wife won't get my pension as that's how insurances work , insurance ?????? I paid my money into a pension , who the heck are they employing !!!! . So are they going to pay me interest on my pension for all the time they are witholding it . I think not . I never took my pension out with this rubbish company it was Pearl I took it out with then got a letter to say this company had taken it over I was never informed beforehand as I certainly wouldn't have used them . If you have a pension get it out as quick as you can as when your retirement is due you will have no chance .

Well its at least 5 weeks now since we were told that we would be paid via BACs transfer we were told that the payment had gone missing in the ether and couldn't trace it!!! a week or so later were told that a payment via cheque would be issued it never arrived. on calling them again found out that had been cancelled as they could trace where the BACs transfer went, blaming their bank Santandar that they were having problems with, well still waiting for the payment some how i am going to be paid should i involve The police? calling them every day to harass them to chase them but is it working dont think so, also ust found out the wife has a pension with them god help us in 10years time, if you can keep away from them

I have been given the runaround by these people for months now.I am tired of going round in circles trying to get my pension.Spending hours on the phone is no fun!They appear to be doing their damdest to hang on to MY money.I will be complaining in writing but they will probably ignore it.

I have had a policy originally with Pearl and now with this bunch of fools for many years. I moved house in 2014 and immediately filled in their change of address form on their website. In late 2015 I had a letter saying they had used a private investigator to find me and I needed to contact them to verify who I was. I responded immediately and included a copy of the change of address form which I had thankfully kept. Another letter arrived stating exactly the same as the first but not even acknowledging my original reply. I then telephoned them and an extremely arrogant individual just said I have to send certified copies of my passport or driving licence and also of my bank account to prove I wasn't money laundering my own identity. I said that the information they were requesting would enable any unscrupulous person to do just that if it fell into the wrong hands. When I told them surely the fact their ''investigator'' had confirmed my address to them and their first letter had told me my policy number and that I had provided a copy of the official form from them for change of address that I must be who I say I am. Apparently not this farce has now been going on for over 10 months. I have made an official complaint that still has not been resolved after 3 months. If there were medals for incompetence Phoenix Life would win them all. Avoid like the plague. I am just about to contact the ombudsman. Phoenix Life you are a waste of space.

I should have been able to take out my Pension lump sum which is a lot of money when I was 55 so I telephoned Phoenix early in the year to have things in place and be paid when I was 55, only to be told it's too soon to contact them, it has to be 2 weeks prior to being 55, so I did, only to be told, right okay we will send you papers to read which will take two weeks to arrive? Okay, so I thought fine I will read the papers I won't be changing my mind.. So the papers arrived I read them and telephoned to confirm yes thanks I have taken advice I still want my pension lump sum, to which they replied right, we will send you another set of papers to read and sign which will take another two weeks to arrive? So the next lots of papers (trees cut down for no reason) arrived I signed the form sent it fully completed, chased it up, to be told, oh yes we have received it it will take another two weeks to process it??! So they continue to hang on to MY money earning interest how can that be right?! I am obviously well past 55 now and have not had a bean (they are quick to collect it) ! My advise do not leave your Pension with them if you want to access it when you are entitled to do so..