Aegon has warned advisers call centre waiting times will continue to be long until it takes further action to fix problems that have emerged after a change in platform technology.
Since the move to GBST technology clients and advisers who use Aegon's platforms, including Cofunds, have experienced difficulties logging in to accounts or accessing customer support.
Aegon has now fixed some of the problems faced by clients. This included making improvements to payments in and withdrawals, and moving general investment account to ISA transfers to an online process to speed it up.
However the company warned there would still be problems for advisers using the platform. Most noticeably Aegon said 'further action' would need to be taken before call centre waiting times are reduced, something that is unlikely to appease advisers who have compalined about poor service on social media.
I've been trying (and failing) to get access to the new @aegon @Cofunds platform for over a month. Another hour spent on the phone and while the person tried to help, NO progress made. What a shambles!!! #cofunds #aegon #replatforming— Charles Chami (@Charlie_IFA) 20 June 2018
Does anyone know if the same people who did the new East Coast and Southern train timetable also did the Cofunds to #Aegon platform upgrade as well?— Steve Buttercase (@SteveButtercase) 21 May 2018
Mark Till (pictured), Aegon's managing director for digital solutions, has now apologised for the continued problems
'We’re not underestimating the mountain we have to climb in terms of winning back the confidence of intermediaries. We’re fully aware that we’ve created tough operating conditions for them and their clients and we’ve learnt some hard lessons as part of this process.'
He said although the initial phase of moving client data 'went well', 'a number of propositional and operational issues emerged,' and that this 'significantly impacted level of service we were able to deliver'.
He said: 'Our recovery plan is now fully mobilised and helping to bring servicing back in line with what our customers should expect, although we’re aware that improvements will take time to filter through.
'We deeply regret the situation we’ve created and we’re taking every action we can to return to delivering a service we can be proud of. We will continue to apply additional resource to make sure that intermediaries have visibility of the improvements as quickly as possible.'