Advisers who forgot their passwords to their Cofunds accounts led to "peaks of demand" in Aegon's contact centre when it launched its new platform on Tuesday, according to the firm.
The migration saw more than 400,000 customers and £37bn of assets move from the Cofunds platform to a new, upgraded Aegon Retirement Choices platform. A number of advisers had reported being unable to access the new platform, but Aegon said this was due to advisers forgetting passwords, rather than anything fundamental with the new technology. "We're aware that a small number of users were unable to access their account, this typically occurred when they'd forgotten their Cofunds password," an Aegon spokesperson told Professional Adviser. "At certain points of the day this led to ...
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