I am about to be driven into an early grave...........

and I don't know what to do.  It's another grab a cup of tea/coffee and sit down in a comfy seat.

Hubby turned 65 in September, so he is entitled to a company pension from where he worked at in the UK.  So we apply for it, they email the paperwork, we fill it out and sit back and wait for the pension to be paid in the bank account.  This was all sorted out in the early summer.

When September 30th came, we check our bank account, nothing.  We wait a couple of weeks, and then email the company to see what's wrong.  The company says it will answer back within 20 business days, unless its a bereavement and then they try to get back within 3 business days.

So we wait and wait, and they get back to us and say this:

"We can confirm that our overseas paying agents Convera UK Financial Limited, have released your 29 September 2023 pension payment to the account details provided.

 

Your next pension payment on 31 October 2023 and all further monthly payments will be credited to the account details provided.

 

Please be advised, the payment can take up to 5 working days to credit your account after the scheme pay date."

Then a couple of weeks later we get another email:

"We are writing to inform you that our overseas paying agents, Convera UK Financial Limited, were unable to process your 30 September 2023 payment due to an invalid account number.

In order for them to release the payment to your account, we need you to complete the enclosed mandate with the relevant information. This can be returned by scanning a copy to our secure website at ***************

In the interest of security, until we are in receipt of the completed mandate, we will be unable to make any further payments to you."

So we go to the bank and get them to refill out the banking information, in case that was filled out wrong and send it too them AGAIN.

A week or so later we get this email:

"We can confirm, we have now re-activated your record and have sent the bank details provided, to our overseas paying agents Convera. We have asked them to release your 29 September 2023 pension payment. Please be advised, once released these can take 3-5 working days to credit your account."

We wait 5 working days and still no payment.

So we call the company on Friday, who is issuing the payment (not Convera) and spoke to a guy and said that we have been to the bank and got the manager to fill out the forms.  We are banking with one of the big 4 banks in Canada, and we can't be the only ones who live in Canada.  He said he would speak to the payroll and admin departments, because as I said its a problem with Convera, not them, as we have no idea why they can't process it.  We have no way to contact Convera, so we are stuck as we have no idea what is wrong with the paperwork.

Fast forward to Monday and we get this:

"We are writing to inform you that our overseas paying agents, Convera UK Financial Limited, were unable to process your September and October 2023 payments due to an invalid account number.

In order for them to release the payment to your account, we need you to complete the enclosed mandate with the relevant information. This can be returned by scanning a copy to our secure website at ************

In the interest of security, until we are in receipt of the completed mandate, we will be unable to make any further payments to you.

Once the completed mandate is received, we can re-instate your pension and release any funds currently being held by Convera."

So off we went to the bank again, and the bank manager, along with a couple of employees had a look at the forms.   We took out one lot of numbers and reprinted another form and hubby has emailed them again.  It will be a couple of weeks until we know if they were rejected again...

The whole thing is a farce, as you are not dealing with an individual.  We have a general mailbox to email everything to.  One person should be handling this now that it has been sent back twice.

We are at our wits end with this.  We feel as though we are going round and round in a circle.

So there you go another sad story........😔