Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/08/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I retired with two outstanding loans through ************** from my 457B Plan. Upon my retirement, I confirmed with MIssion Square if I chose not to repay the loans they would be deemed and I would owe the taxes. I retired in 2023, and for tax year 2024 and 2025 I received a 1099 from MIssion Square with a distribution code indicating I owed a 10 percent early withdraw penalty. When I requested a corrected 1099 they sent me one with the balance zeroed out. I didn't understand until Feburary of 2025 ************** still had my loans as active, and as such they were accuring interest. I investigated the possibility of repaying one of the loans. A supervisor from ************** told me of an approximate monthly payment, but after I submitted the refinancing documents, the payment amount was doubled. At this point I told them I wanted both loans deemed and I didn't want to repay them. This was the beginning of April of 2025. Since then MIssion Square debited a payment in the end of April. I spoke with a supervisor and was assured the payments would stop and the payment of $458 would be refunded in 3-5 business days. That was on 4/24/25. I was also told a higher ranking supervisor would contact me. Neither of these things happened. On 5/8/25 Mission Square debited my account for $458. I want ************** to stop debiting my account, and my money refunded immediately. I also want them to correct the 1099's that were incorrectly issued over the last two years and have the interest waived as it was their mistake.

  Business Response

  Date: 05/14/2025

  Good morning,

  The MissionSquare team is actively working with Mr. ****** to resolve his loan matter. Once resolved, his ACH payment will be corrected accordingly.

  Thank you,

  *****

  Customer Answer

  Date: 05/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ******
  
  

• Initial Complaint

  Date:04/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mom died in 2022. She has a 457 retirement account with ******************** (**) ********************** I have been trying to legitimately retrieve these funds & settle the estate...to no avail.For the record, I am the only son, sole beneficiary, ****************** of my mom's estate...and I have all legal documentation which declares the same...Events:-08.09.23--Officially requested withdraw using the ** provided withdraw kit & certified copy of death cert.-01.21.24--** sends a letter requesting more info -02.15.2024--In response, I send a copy of my mother's Will, Trust est. 2021, and Certification of Trust provided by my attorney -02.23.24--** sends a letter requesting a court document authorizing me to act on behalf of the estate -06.03.2024--My attorney filed a Heggstad ************* received a judgment from the Superior Court of California, County of ******, stating the ** account in question is in fact "owned by, and is an asset of, the ** Trust". Notarized copy of judgement sent to ** on 06.04.24 -09.03.24--** sends a letter requesting Estate Tax ID info -10.07.24--In response, I send them a copy of IRS form SS-4 (from my attorney), which established an EIN for the estate in question -10.17.24--** sends a letter stating they cannot payout to the Trust, but instead require "Estate Documents" to move forward (I am now confused, because the court said otherwise)-11.27.24--My attorney faxes a letter asking what gives?-12.04.24--I get a voicemail (have copy) from ** a request must come the Estate (e.g. me)-02.27.25--I send a letter to **, as Executor, requesting payout. Additionally, requested only written communication, & requested more details on WHAT documents are requested from ** -04.08.25--** responds with the exact same response as 10.17.24, saying they can't pay to trust and they require "Estate Documents", without further details I have asked my attorney for advice because at this point I have provided every type of document I can think of to resolve this.

  Business Response

  Date: 04/16/2025

  Please note that the deceased did not list any beneficiaries on file. In accordance with standard operating procedure, the Estate is the default beneficiary. The deceaseds son,*********** ******, has been notified accordingly.
  
  While we received paperwork directing us to pay Mr. ****** directly, the appropriate beneficiary is the Estate. To proceed with a disbursement, we require corrected documentation that directs payment to the Estate, using the Estates EIN in place of an individual SSN. Once we receive the appropriate paperwork, we will process the disbursement accordingly.

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My grandmother passed away in 2023. The beneficiary for her retirement plan funds (my father) passed away before her. I am the administrator of the estate and have requested funds be released into the estate fund as this case is in probate. We have given ************** everything they have asked for. The death certificate of the plan holder, the death certificate of the beneficiary, the letters of administration signed by the judge, a letter from me (the administrator) with my signature as well as a copy of my driver's license. ************** has everything they need to, at a minimum, send a distribution request packet to my lawyer's office. For months, we have been told the documents are with legal "for review". That should not be a month's long process. This account is the last thing outstanding for me to close this probate case and proceed with final accounting. ************** has been dragging their feet despite my calls. I don't even want to know how much the account has declined in value over these volatile last few days of the market.

  Business Response

  Date: 04/08/2025

  Good day.

  Beneficiary disbursements involving estates require additional review by our legal counsel to ensure compliance with applicable laws and internal procedures. While this process may appear to cause delays,please be assured that we are actively working to complete the disbursement accurately and without error.
  
  We have been in contact with Ms. ******* ****** as recently as March 28, 2025. During that communication, we confirmed that the appropriate forms should be completed using the Estates EIN number, as the payment will be made to the Estate rather than to Ms. ****** directly. ********* confirmed that the completed forms were en route to our office.
  
  Once we receive the necessary documentation, we will promptly process the claims as requested.

  Thank you.

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested that Mission Square rollover two VRS retirement accounts and send the checks to Fidelity, where I was consolidating my funds. I spoke to VOYA on Jan 31, and they said they may have to reissue the checks, as there was some confusion.Mission Square acknowledged that they received the request on Dec. 13, and the funds did not go to VOYA, who took over managing VRS accounts from ************** on Dec. 20, 2024 (see uploaded documents).I am worried someone may have stolen my retirement ******** contact at ************** was ***** *****, and my contact at VOYA was ***** *., who said it was their policy not to give their last names. Same phone number--************

  Business Response

  Date: 04/08/2025

  Good day.

  We have spoken to Ms. ******* and communicated to her that the assets were sent to ****. She confirmed she was working with someone at VOYA for processing. We remain committed to assisting the client and would be happy to provide any additional information.

  Thank you,

  Customer Answer

  Date: 04/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you so much for helping me get to a resolution.
  
  Regards,
  
  ******** *******
  
  

• Initial Complaint

  Date:02/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint due to MissionSquares mishandling of my withdrawal request, poor ******** service, and failure to process my request in a timely manner.February 11, 2025:I called to request a withdrawal. The first ******** service representative (CSR) was completely unprofessionalhe screamed that he had Tourettes and kept sighing audibly as if I were bothering him. His supervisor was apathetic, annoyed, and dismissive, acting like my request was a burden. She showed no concern and never apologized for the **** behavior.This 45-minute call was so frustrating that I had to end it. Later, I called back, obtained the correct withdrawal form, faxed my request, and called at 5:30 PM to confirm receipt. At that time, I was advised to upload the request with a voided check for faster ACH processing.February 12, 2025 (1:44 PM):I called and was told that both the faxed and uploaded requests were in process as duplicateseven though they were the same form. A CSR escalated the issue to a supervisor to cancel one.February 13, 2025:When I called back, I was informed that both requests had been deleted instead of just one. I was later told my request was in review, which could take 7 days, even though withdrawal requests take 3-5 days.February 14, 2025:I called again and was told no withdrawal request was in process. Despite all of these interactions, there is still NO request in process.Had I left my original faxed request alone, it would have already been processed. Instead, I was misguided by a *** into uploading the same request online, leading to cancellations, delays, and the loss of my request altogether.Despite multiple daily calls, I have received conflicting information, false assurances, and no resolution. Supervisors repeatedly assured me they would escalate and resolve the issue, but nothing has been done.

  Business Response

  Date: 04/02/2025

  We acknowledge receipt of the complaint filed by ***** ***** and appreciate the opportunity to address her concerns. We want to inform you that we have been in direct contact with Ebony and can confirm that she has received her disbursement.
  
  Our team is actively working with her to provide a clear breakdown of the disbursement process and to understand what lead to this experience.   We remain committed to finding a resolution that appropriately addresses her experience and concerns.
  
  Please let us know if any additional information is required. We value our relationship with the BBB and appreciate your assistance in facilitating open communication.

  Business Response

  Date: 04/08/2025

  Good day.

  We acknowledge receipt of the complaint filed by ***** ***** and appreciate the opportunity to address her concerns. We want to inform you that we have been in direct contact with Ebony and can confirm that she has received her disbursement.

  
  Our team is actively working with her to provide a clear breakdown of the disbursement process and to understand what lead to this experience.   We remain committed to finding a resolution that appropriately addresses her experience and concerns.
  
  Please let us know if any additional information is required. We value our relationship with the BBB and appreciate your assistance in facilitating open communication.

  Thank you.

• Initial Complaint

  Date:02/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother, *** A. *****, held retirement accounts with ******************** from her long-time employment with the *****************************************************. She passed away in October 2024, and as the administrator of her estate, I have been working since mid-October to obtain the necessary information and access to her accounts.Despite multiple calls and document submissions, MissionSquare has repeatedly provided incorrect or conflicting information, leading to delays. Initially, a representative confirmed that the short death certificate was sufficient with the other required documents, so my wife faxed everything. However, weeks later, we received a letter stating that only the full death certificate was acceptable. We then faxed the full death certificate along with the previous documents, yet instead of beneficiary withdrawal instructions being sent to both of us, my brother received two copies.When completing the Non-Spousal Beneficiary Withdrawal Form, I made an error and called to ask if I could use whiteout. I was told that was not allowed and new forms had to be mailed to me. I confirmed my address and requested a new packet, yet instead of receiving it, I repeatedly received letters acknowledging my mothers passing and instructions to open an accountsomething I cannot do without the forms.On January 29th, I sought assistance from our estate attorney, but the MissionSquare representative was unhelpful. On February 5th, I called again and was told the forms would be overnighted, arriving by February 7th, with a follow-up call to confirm receipt. As of February 8th, I have received neither the forms nor a follow-up.This ongoing inefficiency is not only frustrating but may impact our tax filing timeline and cause penalties. I am extremely dissatisfied with this service and request immediate resolution. I need the beneficiary withdrawal forms sent promptly and a designated representative to serve as my main point of contact moving forward.

  Business Response

  Date: 03/19/2025

  With regards to Complaint ID ********, our operations team has contacted Mr. ***** and confirmed the following with him

  Upon reviewing this case, we found that the processing of the beneficiary claims was completed accurately and in accordance with standard procedures. The beneficiaries were required to submit two separate formsone for the employer-sponsored plan and another for the ***. Initially, only the employer-sponsored plan form was submitted, which led to a misunderstanding regarding the timeline of the process.

  Our team promptly communicated the need for the additional *** form and provided guidance on completing it. Once we received the necessary documentation, the claims were processed without error, and the beneficiary assets were successfully transferred to the respective beneficiary accounts. Following this, disbursements were made as requested.

• Initial Complaint

  Date:01/24/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a issue with an account that was opened back in 2018 while working with an employed with ***************************. I am trying to cancel my account with this company i would like my money back.

  Business Response

  Date: 02/19/2025

  February 19, 2025
  
  Dispute Resolution Team
  BBB of ************************** and ********************
  *************************
  ********************
  
  Re: Better Business Bureau Complaint ID Number ********
  
  Dear Dispute Resolution Team:
  
  This letter is in response to your letter dated February 6, 2025, regarding a complaint filed with the Better Business Bureau of ***************************, and ******************** (the BBB). 
  
  According to your letter, the BBB received a complaint from an individual regarding their inability to access funds in an account administered by MissionSquare Retirement.
  
  Upon researching this matter, please be advised the individual has a Retirement Health Saving Plan. The funds cannot be withdrawn as they are exclusively for reimbursing qualified out-of-pocket medical expenses. We have advised the individual accordingly.
  
  If you have any questions or concerns, please feel free to contact me at the contact information provided below.
  
  Sincerely,
  
  **** ****
  Managing Vice President
  Client Experience Operations

  Customer Answer

  Date: 03/06/2025

  Thats a lie! Cause if thats was the case it should be a health saving card issued to me for me to be able to use as a co payment or even use at the pharmacy

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been submitting receipts for reimbursement for medical purposes all to which are being denied with the most recent dates of 1/8/2025 and 1/23/2025. This is my money that I contributed not their money. I have been trying to end all business with them and withdraw the funds or move them to another company and they won't allow it claiming its not an option. They should not be allowed to keep my $33,000.00 and continue to deny my claims.

  Business Response

  Date: 03/10/2025

  Dispute Resolution Team
  BBB of ************************** and ********************
  ************************
  ********************
  
  Re:   Better Business Bureau Complaint ID Number ********
  

  Dear Dispute Resolution Team:
  

  This letter is in response to your letter dated January *******, regarding a complaint filed with the Better Business Bureau of ***************************, and ******************** (the BBB).
  

  According to your letter, the BBB received a complaint from an individual regarding his inability to receive reimbursement for medical expenses from an account held by ********************. Upon reviewing this matter, we found his claim did not include the necessary documents to process his request.This was communicated to the participant.
  

  If you have any questions or concerns, please feel free to contact me at the contact information provided below.
  

  Sincerely,
  
  **** ****
  Managing Vice President
  Client Experience Operations

  
  

  Customer Answer

  Date: 03/11/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22848848
  
  I am rejecting this response because I have asked for proof and documentation on why we cant pull our money out of your company or why we cant roll it over into another account and have been told its due to the *** but nobody  has been able to provide me with documentation on where the *** makes this claim. 
  
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 04/28/2025

  Good morning,

  After learning of Mr. ******* follow-up concerns our team has since communicated directly with him to help clarify the *** regulations related to rollovers or transfers of RHSA (Retirement ************** Accounts). Mr. ****** now has further clarity on how the **** effectively works and the matter has been resolved.

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a large some of money in my retirement account. I conducted a conference call with my current financial advisor last week in an attempt to roll out a portion of my funds ( $400,000.00). They refused to do this transfer from their company to the company I wished to switch to. They were not interested in any information on where I wanted the check to be sent even after verifying who I was. I was told they would have a cue team or care team? I believe she called it , member call me back and discuss it further and it would be at their discretion when that would take place and it could take up to 3 days!!! I found this unreasonable. The woman, ***** *******, did email me the roll out forms, however I was unable to print them from my phone and when I forwarded them to another email, it refused to allow me to print them. Meanwhile they never called me like I was told. Currently Im missing out on financial gains I could be receiving. I recontacted them today. After being on hold for 30 minutes I was given the instructions to contact my representative, *** ******. I was told I could go to her office and sign the forms and she could fax them. I attempted to contact ******. She is on vacation and I was told 2 different stories as to her return. I was told tomorrow and later my wife was told next week ! Then later in the day I learned she doesnt even have an office In my state and isnt local !!! So the directions I was given were never possible! I recontacted mission Square again spoke to **** *******. Angry at this point . She refused to resend the forms in email stating they dont do that !! I tried to file a complaint. Spoke with ***. He repeated what **** had said and I am certain my complaint ended with him. I simply requested the form to be resent ! *** insisted they cannot do that ! Regardless of the fact ***** was able to ! I feel others need to be aware of Mission Squares practices. I plan to now move ALL of my funds !

  Business Response

  Date: 03/10/2025

  Dispute Resolution Team
  BBB of ************************** and ********************
  ************************
  ********************
  
  Re:   Better Business Bureau Complaint ID Number ********

  Dear Dispute Resolution Team:
  

  This letter is in response to your letter dated January *******, regarding a complaint filed with the Better Business Bureau of ***************************, and ******************** (the BBB).
  

  According to your letter, the BBB received a complaint from an individual regarding his inability to roll out funds from an account held by ********************. Upon reviewing this matter, we found that his request was received and processed on January 27 after we obtained the necessary completed forms.
  

  If you have any questions or concerns, please feel free to contact me at the contact information provided below.
  Sincerely,
  
  **** ****
  Managing Vice President
  Client Experience Operations

  
  

• Initial Complaint

  Date:01/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2024, a letter was sent to ************** to request the release of the deceaseds Mission Square 457b Retirement Account to his estate. The deceaseds date of death was in December 2019. His named beneficiary had no Social Security number provided and after extensive searching, this person cannot be found. As the Administer of the Estate, the following is a list of interactions with Mission Square: On October 17, 202, I sent a letter to ************** to request the release of the ************************ Retirement Account to his estate. On October 25, 2024, I received a call from Mission Square representative asking for the beneficiarys death certificate. On October 29, 2024, I faxed the primary beneficiary death certificate to Mission Square representative. On November 8, 2024, I called the Mission Square representative who acknowledged the receipt of the death certificate. He told me he had to speak to the legal team and would call me back by Friday, 11/8. I was told that they only look for beneficiaries if there is a Social Security Number provided. On November 11, 2024, I was contacted by Mission Square representative and informed that that he had contacted the deceaseds employer HR representative,, who had a way of contacting the contingent beneficiary. I asked for the HR representatives phone number which was provided. On November 12, 2024, I called the deceaseds employers HR representative and was informed by her that she did not know how to contact the contingent beneficiary and that finding this person was not her job. On Nov.ember 13; 2024, I called the Mission Square representative to inform him that the deceaseds previous employer had no contact information on the secondary beneficiary. He told me that since it was a 457b plan, he could not do anything.

  Business Response

  Date: 04/09/2025

  Good day.

  The owner of the account listed both a primary beneficiary and contingent beneficiary on his 401 Employee Enrollment Form. However, the designated primary beneficiary predeceased the owner of the account. Accordingly, the contingent beneficiary is entitled to the assets within the **************************** is attempting to locate that contingent beneficiary.

  Thank you.