We are here to help you
Whilst we try to ensure you have a wonderful experience with CrusaderSterling Pensions, we do understand that sometimes things may go wrong. When this happens, we will ensure we do our best to quickly resolve the problem.
Tell us about your problem
Tell us about your problem by emailing us directly, giving us all the details.
Common Customer Complaints and Enquiries
Complaints
- Never received any Statement of Account
Likely causes- Incomplete, wrong or no Postal Address
- Forgot the Postal Address indicated on the RSA form
- Using Home Address outside employment?s location
- Location at registration changed, especially the Uniformed Services
- Head Office addresses used as against their exact Branch locations
- NIL Balance on RSA Statement / Uncredited or Late Credit of Remittance
Likely causes- Employee’s salary deductions not yet remitted by Employer or delay in remitting
- Deductions remitted, but without Schedule of Contributions (SoC)
- Remitted deduction amount differs to total sum in SoC
- Deductions remitted, but without SoC in the required format
- Deductions remitted with incomplete SoC
- Refusal or reluctance of Employer?s Accountant to rectify anomaly
NOTE: SoC - Schedule of Contribution is a list of Employees that registered with a particular PFA, showing the monthly remittances of both employee and employer.
- No PIN Letter
Likely causes- Employer Codes yet to be advised by PENCOM
- Improperly filled forms, resulting in longer processing time
- Wrong or incomplete addresses
- Returned Mails - undeliverable PIN letters due to such reasons as the person is no longer there, is on leave, is mostly out of the office or absent, etc
- Location changed, especially for Uniformed Services
Enquiries
- Cannot Access RSA online
Likely causes: Customer- Does not know or understand the process
- Gets stuck when trying to access ? inter or outer link
- Forgets PIN #/ RSA #
- PIN # or RSA # unreachable when trying to access, e.g. misplaces his PIN Letter & or Account Statement
- Does not know his RSA #
Click HERE for instructions on accessing your account online. This instruction is also on the back page of the most recent Quarterly RSA statements of Account.
You can also listen to our Interactive Voice Response (IVR) System to confirm your account balance. Click HERE for instructions.
Please access our FREQUENTLY ASKED QUESTIONS page for more information on answered enquiries.
In some cases, you may need to effect changes in your madate (Name, Address, Phone Number, etc) due to errors you have noticed. Please email us at info@crusaderpensions.com, or call Queen-Anne Balogun on 01 - 2714605.
Have we been able to help you?
If your complaint or enquiry has not been treated here, please contact or write to:
Enquiries
Olayemi Adeyemo-Tella
Tel: 01 - 2714605
Email: info@crusaderpensions.com
For suggestions on how we can serve you better, please email us at info@crusaderpensions.com.
