Knab received 100.000 new customers from Aegon Bank, but does not give them a warm welcome; that headlines Bunch of Radar. In February, Aegon's customers were informed that their banking products such as savings, annuity and investment accounts will henceforth fall under Knab.

Radar is now receiving complaints from customers who cannot access the money from an inheritance or are not receiving an annuity. Customers did have to fill in all kinds of forms to ensure that the transition went smoothly. In addition, they receive “contradictory opinions from Aegon employees”. Errors and delays pile up in various cases and letters and e-mails are not responded to. Waiting times at customer service are also increasing. “Getting in touch with Aegon was already complicated, but with Knab it was even more difficult. In fact, you often didn't get in touch, because they broke the connection themselves because it was so busy," said one of the victims, who even ran the risk of a fine from the tax authorities.

Knab admits to Radar that customers are waiting 'much too long' for an answer. “Three things went wrong with the transfer from Aegon Bank to Knab,” the bank told Radar. The communication was not clear enough, there were technical malfunctions and partly because of this there were more customer questions than previously estimated. Knab says its customer service has expanded to resolve all issues as quickly as possible. The bank says: 'We handle urgent requests urgently, such as transfers, external value transfers and a death. We expect the remaining customer requests to be resolved no later than June 30. Please note that new customer requests will of course also be received. We expect to be back at our normal service levels by July 31 at the latest.” (Tros Radar)

Customer Experience