No service!!

Why is it up to the customers to constanlty check up on the status of pension withdrwals? Withdrawl forms was sent through in July, after 3 weeks I phoned and was told that the claim was not captured. The person captuing the claims is apparently behind - seems like they are months behind with all the similar issues. They loaded it, but now I cant find out how far along it is? Phoning also results in no real feedback. Was told last week that the person handling the claim wasnt in yet , and that I will get a call back (Still waiting). Also emailed, no responses!! Phoned again today and was put on hold for a long time (and eventualy was just cut of), again no answers!

Why are we told your staff is behind in their work?