The Struggles of AFP Members
Members of the Private Pension System have recently found themselves in an increasingly frustrating situation. These individuals are required to contribute 10% of their salaries monthly to ensure their retirement funds are managed by AFP companies.
With many regional service offices shut down, such as those of AFP Habitat, members are opting to call for support on pension matters, especially concerning AFP withdrawal and rectification requests. However, the feedback on social media indicates a severe inadequacy in call response times, leaving members without timely assistance.
Long Wait Times for Assistance
The Peruvian Association of Consumers and Users (Aspec) has highlighted alarming reports of members waiting over 45 minutes for attention when they attempt to call the AFP companies. This situation has intensified with many members seeking to rectify their withdrawal requests to access larger amounts without exceeding the 4 UIT limit (approximately S/ 22,000).
The Demand for Better Service
Aspec has made a series of demands aimed at improving the situation for affiliates. They discovered significant issues, including prolonged telephone waits, ineffective responses to emails, and the lack of immediate online support. Their requests include:
- Implementation of a 24/7 digital platform to quickly process withdrawal requests.
- A dedicated withdrawal line that guarantees a maximum 3-minute wait time with a 95% resolution rate.
- A commitment to provide timely responses to emails, ensuring legal guarantees.
Service Closure Compounds Problems
Infobae Peru reports that numerous AFP offices have closed over the last year, further crippling service availability for members. This closure has forced many individuals to rely solely on telephone communications, resulting in longer wait times than anticipated.
Notably, AFP Habitat has shuttered agencies in two provinces, and Profutur AFP has also closed its office in Arequipa.
Available AFF Offices
While the closures have made access challenging, a few agencies remain operational:
- AFP Premium: Unique agency in San Isidro, CI. Chinchón 980
- AFP Habitat: Lima Agency, Calle Las Palmeras 385, Torre Azul, San Isidro.
- Profutur AFP: Agencies in Lima, Arequipa, and Trujillo, all operating Monday to Friday from 9:00 AM to 3:00 PM.
Additionally, AFP Integra has several locations across the country, including:
- Lima: Av. Canaval and Moreyra 540, San Isidro
- Arequipa: Urb. Los Cedros F-16, Yanahuara
- Chiclayo, Chimbote, Huancayo, and other locations