(01-03-2024, 11:19 PM)garryowensneck Wrote: You do wonder at the sheer incompetence of companies/people involved in situations like this.
I know a couple of people who have been badly affected by the current issues surrounding the West Midlands Pension Scheme and frankly I'd want someone's head on a plate if it was happening to me.
When my mom passed away 3 months ago, I phoned WMPF to let them know she’d passed away. The automated message told me I’d have to wait over an hour instead and to try their website to contact them, which I did.
On their website there was an option to notify them that a member had passed away. So far, so good.
The site asked for my name, address, email address, relationship to the deceased etc.
Then I had to fill in details relating to my mom including her email address which was a mandatory field. Not surprisingly, my 90 year old mom has never had an email address and so I entered the email address of the lead cater at my mom’s care home.
Immediately after submitting the form I received an automated email from WMPF which started Dear Mrs FF. even though the form I submitted asked for my name, the email addressed my late mom.
I then received a phone call from my mom’s lead carer to say she’d received an email from WMPF relating to my mom. So, they’d emailed a dead person!!! If they’d written to her registered address or used an email address they had on their system, then I’d have understood that, in case someone was telling them someone had died, when they hadn’t. But they emailed the address I entered.
The email to me said they’d be in touch within 10 working days.
I had previously registered power of attorney with WMPF and all the previous pension correspondence came to me at my home address.
I never heard anything from WMPF following notifying them that my mom had passed away and they continued to pay the pension in to her bank account.
The solicitor is now dealing with all the estate now and they can sort out the refund that needs to go back to WMPF.
But it made me realise what a shit organisation they are, to make such basic automated mistakes and to totally ignore a form submitted to them via their portal.