MyC Reviews 178

What an absolute joke. Finally got through to an actual person, spoke for 2 minutes, put on hold for 35 minutes only for them to cut me off. Ridiculous!! Sort your customer service out. Not a helpful experience at a very stressful time. Sort out your representatives and give them some training!!

Joined civil service 9 months ago, sent all paper work, keep getting responses of will contact within 10 days, emailed every 2 weeks and still waiting, absolute joke and can't get through on phone, always 64th in queue that never seems to go down even after 2 hours???

Wrote to them in December for information I urgently need for HMRC, called several times not answered. Told I was 40 in the queue. 84 minutes later I was 25. Then cut off. So in 84 minutes they only dealt with 15 callers.
Shocking service and paid for by the tax payer.

Last year I could see my pension figures online and play with the calculator, but now I can see absolutely nothing other than who my nominated beneficiary is. Phoned last Friday and was on hold for 2hrs 17mins before being cut off at 6pm. I have today now been on hold for 4hrs 30mins YES 4hrs 30 mins . I phoned at dead on 0830hrs to find I was already 12th in the queue. Finally at 1pm they answered, no apologies for the wait! Having now finally spoken to a very nice lady I’ve still not gotten any further other than some advice to keep checking the website and the offer to send me out a benefits statement that might take up to 40 days! Also they don’t come back to you within the 7-10 days stated as I contacted them online on the 21st December. CSPS is to me absolutely diabolical, I’m now preparing myself for the phone bill.

Well this is it , uncontactable, holding our money this is criminal surely? What else can I do but contact my MP , I had plans now they have been scrapped because my money has not been sent. What can we do ???? Somebody help

If I could give minus 10 I would. The service provided by MyCSP and now Capita is totally shambolic, how has the Cabinet Office allowed this situation to go on without anyone being held accountable? Wait times via the telephone are in access of 1 hour 30 minutes and they cut you off when 2 hours waiting time has elapsed, this has happened to me 3 times in the last week. Capita are not even capable of meeting their own service level agreements and have not answered my emails at all. I take no pleasure in saying My CSP and now Capita are treating recent retirees like myself and others with total contempt. This ongoing situation is shaping up to be a national scandle which needs to be addressed promptly.

Only because I couldn't give zero. What and appalling service, waited 6hrs for someone to answer the phone. 6hrs 22 minutes to be precise..

I would rate them -10 if I could! My husband passed away in April and 9 months on I am still waiting on the death in service payment to be paid. First of all after 4 months they said there was no nominee on file, thankfully I had a copy of the original at home. The latest is that they made payment in October which I have never received. The emotional strain I am under means nothing to them. I went back to work within 6 weeks of my husband passing as I still have a mortgage to pay. This is how your loved ones are treated by the civil service after my late husband working for the SPS for 27 years. It’s absolutely disgusting.

If I could rate this below 1 - I would what an absolute terrible service - Government should be ashamed of letting contact that has performed so badly - customer service almost zero no response to messages, two hours waiting time on phone and inability to process applications so no pensions paid and staff under distress shocking

I have been trying to organise this for months. Nobody can help.

What a truly appalling service. Six emails over 6 weeks ignored including two complaints. MyCSP notified of my retirement date over 4 months ago. To date no response of any kind. Today I was on hold for 2 hours 28 minutes before being cutoff at the stroke of 1800 hours.
Retirement is stressful enough without adding the total incompetence of this bunch of tax payers money parasites

Absolutely terrible service. It is difficult to understand how this organisation is responsible for managing Civil Service pensions. I waited on the phone for over four hours, only to reach the front of the queue just as the office closed. This level of service is unacceptable. I simply want my money refunded which I have been waiting for 2 months now.

The private company 'My CSP' could not run a whelk stall. The average telephone waiting time to speak to staff was a ridiculous 20-40 minutes. Finally got through to younger junior staff members who lacked expertise. Sadly My CSP always had some excuse for not delivering & at times even fed me falsehoods by phone. Have a degree of empathy towards front line staff who were sent into battle by incompetent officers. Expect the Tories privatised the service a decade or so ago thinking they could achieve a champagne service for a beer budget & the tax payer would be quids in. They forgot the old saying 'You get what you pay for'. Then along came Labour & awarded 'Capita' a new contract in December 2025 & again everything would be rosy...if only. My CSP probably just gave up towards the end of 2025. The new Sheriff in town appears not to have reorganised the cow boys resulting in eternal chaos. Expect Capita told the Govt what they wanted to hear to secure a lucrative contract & then only realised the mess they had landed themselves in. If Capita had the integrity to admit in writing that they had inherited a complete shambles which would take 6 months to sort out, I could accept that. Sadly the chances of them doing this is about as great as a well known public figure cooperating with the Americans & telling them everything they knew about Geoffrey Epstein.

If I could give zero stars i would. Have contacted them on 11th November 24 November on EMail and 10 December by phno after a rtwo hour wait to get through. Got a confirmation EMail for call on 10th December saying they would respond in 7 to 10 days . 10 day up yes its Christmas eve but called at noon and lines closed. Went on site nothing working , my annual statement information just scrolling continually, downloads corrupt as soon as you try to enter details and surprise surprise no complaint direct option on site so had to do email on their secure mail asking for response again. Also advised that my query should be dealt with as complaint and initiated eight week countdown before going to ombudsman about the dire service and poor management. Absolute disgrace for all my fellow civil servants to have below par 'service' if you could call it that.

Grim. Faffed around for ages getting an error message saying I needed to reregister. Went through the registration process, and got to the final page. All I was supposed to do was tick the box saying I agreed to say I agreed with T&C and then the box saying register, but I found myself in a loop not being able to get beyond that page. Submitted feedback which did not allow me to state what the problem was. I then looked for a way to complain/inform them that their site isn't working. And ha! I cannot email a complaint, I have to write or phone. A process that insists that members communicate through an online portal does not take electronic complaints.

Having registered on the new mycsp portal continually get informed username and password not recognised despite having confirmation that username is correct. Attempted to speak to an advisor today and after waiting in the queue for 2 hours she just disconnected my call without even making any effort to deal with my call. Absolutely disgusting service to get onto a portal after 3 weeks and service and customer service is diabolical

From the outset, CSP has been consistently dreadful. It is almost impossible to contact your service, with waiting times regularly exceeding one hour. On my most recent attempt, I was forced to wait over two hours before speaking to an operative—a new record in customer service incompetence. When I finally spoke to OPERATOR, she was unable to provide any useful information, nor would she commit to following up with a simple answer to my query.
The issue at hand is the payment of my lump sum. I was previously told that payment would be made by Friday, 12th December. However, when I contacted CSP again today, I was told “I don’t know” in response to when I would actually be paid. This lack of clarity and accountability is unacceptable, particularly given the financial impact of the delay. I am currently buying a property and was relying on this payment to finance the purchase. At a minimum, I am losing £5 per day in interest due to CSP’s failure to pay me on time. Legal action anyone

CS Pension Website handed over to Capita on `1 Dec 25 and everyone has to re-register but NOTHING is working!! The help line phone number was in service on 1 Dec but has been disconnected after one day. There is no way to get any help or contact anyone - the website is dead in the water and has taken our pension information with it!!!! There is nowhere to go for help and I urgently need some information regarding my pension. I am beyond furious !!!😡

Unable to access my pension as these clowns have been refusing to communicate with me for 2 years. How do they get away with it?

My MP tried to assist but they simply ignored him too.

I doubt I will ever see my pension.

Update
In complete frustration I wrote to my MP. Within a week, he received a response from them and a couple of days later I received a letter with my statement. However, still unable to use the Portal. I’ve reset my password but it keeps telling me my password or username are incorrect. If I try to register (again) it tells me I already have an account. Utter rubbish still but at least I’m a bit further forward. Write to your MP’s people!!! Eventually, they may have to do something about this shambolic situation.

One star is too many.
Impossible to contact them.
Over 90 minutes waiting on the phone over to be cut off.
No response from emails or online forms.
Portal rubbish as it’s locked me out and tells me to contact them to reset. Been ongoing for two months. What are they doing? Beyond angry.