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Richard stacey

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Review of the Aegon, Pension:

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Technologically very poor and terrible service

I have wasted 5 hours over 2 days this week trying to find and change funds. The funds I wished to transfer to do not appear in the available funds list on the website, despite being being one of aegon own funds and are apparently available, just not online. Baillie Gifford balanced managed Blackrock 50 50 After a telephone call, aegon staff sent me the transfer form, which I can complete manually and either post it, fax it or use the digital customer enquiry service. I'm unable to reply to the email as its a no reply. 1) post takes days and funds change price during that time. 2) who, other than hospitals use a fax these days 3) the digital enquiry service does not work for fund switches, despite it being offered in the email with the pdf form that can't even be completed without the help of a tree to print it out. So, the service that I pay aegon for (£30,000 over the past 20 years in charges alone) is failing badly and aegon is not utilising technology to any customer benefit what so ever. I simply can't make a simple 2 minute transaction on line to transfer funds that don't appear in the available list. The methods suggested are time consuming and the digital enquiry, offered as an option doesn't work. Over the years aegon have earned a small fortune from my pension and the above is a massive kick in the teeth. Do they care about customers at all? It appears not. Shoddy, outdated service that belongs in the 19th century. I have subsequently emailed aegon to raise an official complaint. Having received no acknowledgement, I have today had to call them again to obtain confirmation that my complaint has actually been received. This they did, but said it would take them 5 working days to respond. I will vote with my feet and have already found a new provider who is already operating in the 21st century and where I don't have to waste endless hours for a simple transaction. My advice is to avoid this company. Reviewed on: 3rd August 2018

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