An Update on Recent CI Assante System Changes

On August 2026, CI Assante introduced a new system for client online access, advisor services, back-office operations, and account statements. The change was intended to bring several older systems together on one modern platform, improve consistency, and strengthen security.

While the transition has gone smoothly for many clients, we are aware that some clients have experienced issues or received information that was unclear. We understand how concerning this can be, particularly when it involves account statements or expected income payments.

Please be assured that our team is actively monitoring these issues, working with CI Assante, and helping affected clients directly.

Account statements showing a $0 balance

As part of the system change, existing accounts had to be moved to new account numbers. Some clients received a final statement for an old account showing a $0 balance because the assets had been transferred to the new account. The current balance appears on a separate statement under the new account number.

There is also a message in the upper-right portion of the final statement explaining that the assets were moved. In some cases, the final statement for the old account was delivered by mail while the statement for the new account was delivered digitally through the client portal, which understandably created confusion.

Monthly income payments

Monthly income payments are continuing to be processed on the same dates they have historically been paid. However, under the new system, the funds may arrive in your bank account at any point during the day, sometimes as late as 7:00 p.m., rather than first thing in the morning as they did in the past.

If this timing does not work for your income planning, please contact our office. We can move your payment date one day earlier so the funds are expected to be available in your bank account by the morning of the date you usually receive them.

Online account access

CI Assante sent registration invitations for its new client portal. These invitations expired after seven days if they were not used, and some may have been directed to junk or spam folders.

If you did not receive an invitation, your invitation has expired, or you are having difficulty signing in, please contact us. We can arrange for a new access code and help you through the registration process.

Online banking contributions

Clients who make contributions through their bank's online bill-payment service may need to update their payment information. The payee name is now CI Investment Services Inc. When prompted for an account number, use the most recent account number shown on your latest investment statement.

Paper and digital statements

The system transition did not fully carry over all existing paper and digital delivery preferences. CI Assante is expected to provide further information about statement delivery, including the option to continue receiving paper statements.

What The Steele Group is doing

Members of our team have met with senior technology and operations leaders at CI Assante to review these concerns. We are documenting and tracking every issue reported by our clients so that we can follow up, escalate individual cases when needed, and help ensure nothing is overlooked.

If you have received a confusing statement, experienced a delayed payment, had difficulty accessing your account, or have questions about any of these changes, please contact our office. We would be happy to assist.

If you have not experienced any issues, no action is required.

Thank you for your patience while these matters are being resolved.

The Steele Group

Cliff, Mario, Mark, and Patrick