Widower in ill health was left waiting three months for a pension payout
MY LATE partner had a pension handled by Mercer. My son sent the firm the forms and death certificates on November 3, so I could receive the spouse’s benefits I am due. We received them back on November 10.
We heard nothing, so called on December 22 and were told it was with the administration department.
We called again on January 12, to be told the same thing. On February 5 and February 6, we called again — but there’s still no sign of my payout.
I am 62 and not in good health. I have a serious lung disease, I’m recovering from a major operation and I’m waiting for another, so I could do without this hassle — and I could do with the money. M. H., Kent. i Was appalled when i read your letter and even more so when i spoke to you.
When i contacted Mercer, it implied that the issue was resolved and that it had written to you to confirm the pension arrangements. i was also told it had responded fully to your complaint in a letter dated february 28.
of course, i checked. You told me you were ‘still waiting, still none the wiser’. You said no one had phoned you back or responded to your emails.
so i gave Mercer an almighty boot up the backside — and this time, someone did phone you. They said they were on schedule to transfer the money in two days’ time. so why on earth hadn’t anyone bothered to tell you this?
The pension cash is 50 pc to yourself and 25 pc to each of your children. You will receive a spousal pension, too.
There is the question of compensation, too. You were sent a £100 Marks & spencer gift card, but you told me your children were also promised gift cards, which did not materialise. Mercer says they have now been sent. it has also sent you flowers and a letter of apology. IN FEBRUARY 2017, I received a cold-call, suggesting I change energy supplier to save money. I agreed to move to Green Star Energy, providing it sent me written terms and conditions.
To this date, I have not received these. What I have received are letters, calls and invoices demanding payment.
It appears that Green Star Energy has hijacked my account. Meanwhile, I have continued to send payments to my previous supplier.
I tried to reason with Green Star, but it refuses to accept I never agreed to the change and has now sold my debts to debt collectors. They respond to me by shouting and telling me to see the Ombudsman. Mrs E. H., West Yorks. as Your complaint stems back to the cold- call you received, i asked for a transcript.
in this, you agreed to the switch, but i cannot see that you made it conditional on anything.
however, cold-calling by energy companies and brokers is at best a dubious practice. Personally, i would ban it. This call was definitely on the hard- sell side, with the salesman making lots of leading statements and you agreeing. But you provided your full details and made it clear that you were happy to move firms.
You were given a number to call should you wish to change your mind. Green star energy says you did not attempt to cancel the contract within the 14- day cooling-off period, but did raise a complaint on March 13 last year.
You chased on March 27 and were told that the complaint had not been upheld because you had agreed to transfer.
There is a disparity over how the later phone conversations developed, too. You say the person shouted at you, they say you hung up, so they have been unable to offer a resolution.
so, here’s what’s on offer now: Green star will allow you to terminate your contract without penalty if you pay what you owe.
There is no dispute that you have used the energy, so i suggest you send it the meter readings and call an end to this saga.
You say you have continued to pay your previous supplier, which would suggest you have built up a credit. You should check and ask it to repay this — it could go towards your Green star bill.