Aegon Cofund No customer service

worriedinvestor

Can anyone give me some advice, I have requested withdrawing my stock ISA fund form the Aegon (ex Cofund) system on the 8th May and obtain confirmation email that it is being processed, but nothing changes.

I have email them several times, sent letters over the last month with no reply.

We call their contact number and the lines are always busy and no one answers.


What do I do it they never reply to me. I can see the money in the account.

I can only go to the financial ombudsman after 8 week I assume.

Does anyone have any suggest.

Thanks

Malthusian

Try emailing [EMAIL="aegoncares@aegon.co.uk"]aegoncares@aegon.co.uk[/EMAIL]. That's the secret password to the department where people actually look at the issue. Everything else to Aegon / Cofunds is filed in the cylindrical filing cabinet under the desk.

If this has already been going on for a month you should end your email "For avoidance of doubt, please treat this as a formal complaint" and start the 8 week clock ticking, assuming you haven't already.

You can only go to the Ombudsman if you have made a formal complaint and not received a final response 8 weeks later, or if the company has issued their final response and you aren't happy. It's not 8 weeks after the issue began.

HappyHarry

Malthusian wrote: »

Try emailing [EMAIL="aegoncares@aegon.co.uk"]aegoncares@aegon.co.uk[/EMAIL]. That's the secret password to the department where people actually look at the issue. Everything else to Aegon / Cofunds is filed in the cylindrical filing cabinet under the desk.

If this has already been going on for a month you should end your email "For avoidance of doubt, please treat this as a formal complaint" and start the 8 week clock ticking, assuming you haven't already.

You can only go to the Ombudsman if you have made a formal complaint and not received a final response 8 weeks later, or if the company has issued their final response and you aren't happy. It's not 8 weeks after the issue began.

Aegon appear to be on a mission to provide the worst customer service ever recorded.

I've always assumed that Aegon put all the incoming communications in a pile, and Sally, who works 09:30 to 14:30 on Thursdays, works through the communications in a strict order of the sender's aura colour.

You will get a reply eventually, but it may not have any relevance to the questions you ask.

You will, however, then get an immediate follow-up from Aegon asking you to complete a customer satisfaction survey. To the best of my knowledge, neither Sally nor anyone else, ever looks at the responses to these.