Poor customer service / delayed payments ~Capita (formerly Horizon pension service)

I have now spoken to 4 different service agents asking when my PCLS will be paid. All of which have given me different estimated payment dates.

As the last of these has also expired now, I called again and my call was received by a Gentleman called Ben. Ben had to keep putting me on hold for 10 minutes at a time every time I asked a question, before coming back to me stating that payroll had not approved the payment yet.

When I informed him that I was told the payment had already been approved 2 weeks and I was promised payment by 28.02.25, he put me on hold again for 10 mins. He never came back to me and I called again luckily getting him again.

I then asked him for contact details of payroll so I could discuss with them and he said he did not have it. I then requested contact details of his supervisor/manager or someone I could escalate the matter to and he stated that 'he was not allowed to give out such details' for me

The level of customer service I have received over the last month has been shocking and I am still not certain whether I will ever receive my payment.

I just want to let other people know that there may be issues in getting monies from this company just in case they have the option to move pension providers or if any large companies are thinking of using Capita as there insurance provider