RMSPS Portal - Potential data breach, need support

[Tracey255r]

I've been registered on the portal since Dec 21 and never had any issues. On 30th Dec 23, upon entering sign in details I got message saying "user xxzzzzz not recognised" and to contact using online form which I did.

I rang Capita on 5 jan 24 as I had heard anything from them. They said it was with technical team who were investigating the issue and an update on the issue would be given to me in 5 to 7 days then abruptly hung up. I rang again on the 17th Jan chasing an update to be given same reply. I then tried to log in to see if I could send reminder of username to my email. I was horrified to see error message " email is not registered". I rang straight back to raise this additional error. Also I have the security code box on my sign in page which I've never had. I asked if my account had been deleted as part of the capital data breach containment exercise which yet again they had to raise my query to the technical team. I rang on 24th Jan and 6th Feb but keep getting fobbed off.

I've still no access to the portal. I've raised a compliant but shockingly not heard anything.

Any suggestions as to what I can do next to get this resolved.

[NorthernBoy]

Apart from keep ringing them and or put in another email complaint, I’m not sure what else you can do. It’s doesn’t sound like a data breach just IT issues.

[TheTrolleyMan]

I’ve spent 4 months ringing / emailing Capita to reset my account , they absolutely useless

[Tracey255r]

4 months that terrible. How did you finally manage to get it reset? Did they provide an explanation as to what caused your account to need a reset?

Just read members of the marks & Spencer pension are also having issues with accessing their portal accounts with some waiting since Nov 23.

[freespeech]

4 months that terrible. How did you finally manage to get it reset? Did they provide an explanation as to what caused your account to need a reset?

Just read members of the marks & Spencer pension are also having issues with accessing their portal accounts with some waiting since Nov 23.

Lol, it's literally years for me.....seing this post prompted me to try again so I just tried registering again to be told my email already exists. I then went to reset the password and the system told me my email wasn't recognised! Absolutely useless.

[Tracey255r]

So today I've spent 4 hours on the phone to capita. The fourth person I spoke with was extremely helpful but the information they shared with me has now left me with more questions. They stated that my account had been locked out which was why my username was not being recognised. I asked what date my account was locked out and they replied the system does not record that information. I replied that I didn't believe that the system does not provide full audit log. They replied "I would suggest that you raise a SAR with this query as you have every right to know how your pension data is being managed and that your delayed access was not caused by yoursel. I laughed saying oh that's very cryptic which the advisor stated there are numerous people unaware that their account are locked or have been locked..

Then said read article 5 and 30 gpdr then basically hung up.

I then logged onto my account only to find I've no access to nearly of the menu functions e.g transfer valuations, emails, deferred statement.

Am I reading too much into this but I finding a not bizarre

[Jack1960]

Been locked out of my account 3 times despite putting correct details in.
Have tried their useless online service and to be honest their actual humans are not much better.

[TheTrolleyMan]

Still haven’t got access to my account 4 months on , just hoping that Capita lose the pension contract

[BeamishStout]

Realised a week ago that I was unable to logon to the RMSPS site (I'm now in pension). Worryingly my email used was 'not recognised' online to get resets via the pre-sign portal. Bit the bullet and rang them up. Explained I was unable to input anything and that the email was not recognised by the system for me to reset things online. The person I spoke to seemed to understand my situation and was able to confirm my username (after I had given my email) and sent me resets for both password and pin. Now able to access the online portal again.

With the looming start of the new tax year I need to be on the ball to ensure that HMRC have my correct estimated income for 2024-25 as soon as I know (to ensure my pensions are taxed correctly) now that I am about to commence state pension soon. Last year I paid a small amount of tax but obviously this year there will be more. Although I have calculated what the PI will be for both RMMP and RMSPS I don't know exactly how much my pensions will be (due to pension supplement no longer being payable from when I reach SPA).

[Tracey255r]

I really do suspect that Capita are covering up something. Like you I had the same issues. Finally got my account reset and logged in successfully. However, over 50% of the functionality previously available to me is now locked out e g on-line transfer valuation, unavailable to update beneficiaries or personal details. The biggest error is that my personal details now showing on the portal are from pre 2018. I'm also requested to perform a validation check on details held outside the portal !
When I rang to report the issues the reply was that I should down the forms and post them!! Apparently they've raised a technical issue and that someone will ring me. The next day Capita rang to offer me free 12 month credit reporting just in case of potential data breach on my account as good will gesture!!

[Jack1960]

Realised a week ago that I was unable to logon to the RMSPS site (I'm now in pension). Worryingly my email used was 'not recognised' online to get resets via the pre-sign portal. Bit the bullet and rang them up. Explained I was unable to input anything and that the email was not recognised by the system for me to reset things online. The person I spoke to seemed to understand my situation and was able to confirm my username (after I had given my email) and sent me resets for both password and pin. Now able to access the online portal again.

With the looming start of the new tax year I need to be on the ball to ensure that HMRC have my correct estimated income for 2024-25 as soon as I know (to ensure my pensions are taxed correctly) now that I am about to commence state pension soon. Last year I paid a small amount of tax but obviously this year there will be more. Although I have calculated what the PI will be for both RMMP and RMSPS I don't know exactly how much my pensions will be (due to pension supplement no longer being payable from when I reach SPA).

I got my state pension in August and I was due to retire in September
Regrettably I was unable to do so and since then my tax code dropped to 88l as HRMC add the year total for state pension to their calculation of tax and adjust the the code accordingly.
I'm glad you got onto the site as I'm fed up or ringing and filling in online info.

[SuzK]

I've been registered on the portal since Dec 21 and never had any issues. On 30th Dec 23, upon entering sign in details I got message saying "user xxzzzzz not recognised" and to contact using online form which I did.

I rang Capita on 5 jan 24 as I had heard anything from them. They said it was with technical team who were investigating the issue and an update on the issue would be given to me in 5 to 7 days then abruptly hung up. I rang again on the 17th Jan chasing an update to be given same reply. I then tried to log in to see if I could send reminder of username to my email. I was horrified to see error message " email is not registered". I rang straight back to raise this additional error. Also I have the security code box on my sign in page which I've never had. I asked if my account had been deleted as part of the capital data breach containment exercise which yet again they had to raise my query to the technical team. I rang on 24th Jan and 6th Feb but keep getting fobbed off.

I've still no access to the portal. I've raised a compliant but shockingly not heard anything.

Any suggestions as to what I can do next to get this resolved.

Would be very interested in what your final outcome was as we are now into late 2025 and this has happened to me. I usually go in once a year so no biggie except now I dont exist. Sent tons of emails and now asking for paper to be sent instead of using the blasted website. Tried my usual sign in stuff and after being locked out then got the message my email did not exist hah!!!!

[NWpostie]

I've tried getting to see my statements and it doesn't recognise my email or password, capital must be the worst company in the world for service provision.

[SuzK]

I no longer apparently exist with my email password or pin or thumbprint i guess. I just keep emailing enquiries each day with no answer of course since calling is a farce as I am overseas. Guess the next step is a letter in the post

[SuzK]

Omg so sorry there you actually cant get in either MY BAD.