A financial adviser who uses the recently re-platformed Cofunds offering has said they cannot see how Aegon's reputation can recover from the damage caused by the poor service customers have endured since clients were migrated to the new technology in May.
The adviser, who did not want to be named, said they had "a lot of money on the platform" and could not envisage how the "second-class service" they and their clients had experienced would return to the levels they expect in the next six to 12 months. "It has improved in that we can now get through and speak to people but they cannot answer your questions because everything has to be escalated and disappears into a black hole," the adviser said. "It is crazy and there is still this black hole of stuff from when they first started that has not been sorted - or is being sorted really slowl...
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