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:12/16/2022

  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.

  My name is ******************************* and I have a **** retirement plan through the ******************* with your privately owned company. I recently turned 72 and on 9/21/22, I put in a request via my financial advisor to request two actions which were to obtain a partial (RMD) distribution of my funds and also to transfer/rollover of some funds to an IRA  Subsequently, on October 5th Mission Square staff told me that there was a block on my account which I put on it years earlier to prevent fraudulent access to my funds. In that same conversation ************************ said she would submit a case to have the block removed and that it could take 710 days. On October 13 I called and spoke to ****** who told me the block was removed. However, that proved to be incorrect because the account is still blocked. I have placed NUMEROUS calls to Mission Square since then with no success in reaching anyone. My call is put in a cue of 11 to 15 calls which never countdown to me. When I leave a call back number, I am not getting a call back. I have not been able to get this simple transaction completed. The most frustrating thing is that I have not been able to reach anyone at Mission Square. My initial service from ************************************* was very good but I have not gotten good service since.Update: I got a call back at 4:50pm Nov. 9th from Mission Sq. ********************************* who now tells me that they cannot locate any of my documents that I sent to request the distribution/rollover. However, I told her that I have an email from Mission Sq dated 9/28/22 stating they received the documents. This is more than frustratingPlease HELP.

• Initial Complaint

  Date:12/09/2022

  Type:Customer Service 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.

  Five days ago (12/5/2022) I attempted to access my ICMA *** and IRA retirement accounts, which had been set up for me as a retiree from the **** of ********, Arizona. My purpose was to view my required minimum distribution amount, and take a distribution. When I tried to log in, I discovered that ICMA had moved to a new system and required the setting up of new login credentials. When I attempted to do this following their procedure, every new password I created and tried was rejected until the system locked me out of access. I then called the ICMA Customer Service Line at ************** to get a login reset but was placed in a queue for 1 hour 47 minutes until my call was abruptly cut off by their system. Repeated attempts, involving (so far) five hours of waiting in the phone queue, has been unsuccessful. The system invites you to leave a call-back number if you do not want to wait in the queue longer, and I have tried this twice so far. The promise is that the call-back will happen within 24 hours. This has not happened. Federal tax law requires that I take a distribution from my ICMA retirement accounts. I need access to the accounts so I can do that. Five days of attempts to get help with a login reset have been unsuccessful.

  Customer Answer

  Date: 12/23/2022

  ---------- Forwarded message ---------
  From: *********************** <*******************>
  Date: Thu, Dec 22, 2022 at 1:42 PM
  Subject: Complaint ID ********; ICMA Retirement Corporation
  To: <[email protected]>

  
  Thanks for your response. I appreciate it.
  
  This is just to let you know that my issue getting my Required Minimum Distributions on retirement accounts with ICMA Retirement Corporation (now renamed ************* Retirement), has been resolved.
  
  However, it took two weeks and 30 hours (including 14 hours spent waiting in customer service phone queues) to get what I needed. On my other retirement accounts, this process took perhaps 10 minutes.
  
  I remain deeply angry with ICMA/************* for so cavalierly disregarding my need and for its willingness to waste huge amounts of my time. Please feel free to post this response, as I would want any city or county government that is contemplating using ICMA/************* as its retirement-plan administrator, to know just how poor their customer service is.
  
  Unhappily,
  
  ********************************
  ******************************************.
  Phoenix, AZ  *****
  

• Initial Complaint

  Date:12/07/2022

  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.

  Just before the end of October 2022 I separated from an employer on the east coast of Florida to accept a job on the west coast. Two days later hurricane Ian hit the general location and caused my new start date to be pushed out. Knowing this would create a gap in income I requested emergency withdraw or disaster related withdrawal from an account. I was informed I did not qualify at that time. Shortly thereafter, and packing up to move from the east coast, a second hurricane hit me and further delayed my move and created additional expenses. I followed up with Mission Square again and was assured they needed 3 days to process an online request but they just had to fix something in the system. After 3 days I called back again and they told me to mail the forms to them - so I did. I called back again after a few days and they told me to fax forms to them - so I did. Fast forward 2 more weeks, ~14 secured messages, and over 12 hours (TWELVE HOURS) on the phone and it they still haven’t begun processing my request or fixed the online withdraw request. Considering the unique and unfortunate circumstances I would have expected what would generally take 3 business days to be expedited. It has been over a month now and they will not even provide me with an answer as to why my request has not been processed. Rather, the service department informed me they didn’t even know the contact information to the processing department until that week and there was nothing they could do. The irresponsible mishandling of this has cost me close to 2k in additional fees during a very vulnerable time; juggling 2 hurricanes, moving, and starting a new job. I still have not received any clarification as to why my request has taken over a month. As an individual who serves the public I would not even want to be associated with a company which operates in this manner. I hope this statement helps others or (desperately) leads to a resolution on my own behalf.

• Initial Complaint

  Date:12/05/2022

  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.

  The company changed names and website, and there have been multiple problems that i have attempted to raise with the company for the last two months and nobody gets back to me or tries to resolve them. First, after the website was "updated" the balances on my retirement savings were INCORRECT. I immediately reached out to them via the "secure messaging" several times in their new website, to tell them of this problem. They never responded, but after about a week, the numbers were updated and correct (without any notification to me). This made me nervous, so i wanted to check everything against the quarterly balance report they are supposed to send. I never received my Sept 30 quarterly report. Again, i submitted several complaints through their "secure messaging" on the website, and nobody responded. So, i tried to call. I waited over an hour on the phone, but the woman who i reached said she would have to raise my issue higher and said somebody would call back. Nobody ever called back. I finally received a message in the 'secure' messaging that said "we see you talked to someone and your issues were resolved so we are closing this." In fact, my issues have NOT been resolved. So i responded to that message saying so. No reply. I went back in a few days later, and ALL THE MESSAGES WERE GONE! all the ones i sent, and the one i got from the company. So i just called again, and waiting 65 minutes on hold, with nobody responding.

• Initial Complaint

  Date:12/01/2022

  Type:Product 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 submitted a QDRO signed by a Circuit Court Judge to ******* ****** on August 2nd, 2022. The QDRO requires me to pay $10,000 out to the account with ******* ****** to settle the estate with my ex-wife. For the past 4 months I have been blown off by ******* ****** and have received no answers to what the status of the QDRO is. I have called numerous times and have sent emails only to result in being told the QDRO takes 7-10 business days to process once it is received, the process time on a QDRO can take 2-3 months, to check back in 7-10 business days, being transferred, there is only one person in the company processing QDRO's, being put on hold for upwards of 1 hour, being hung up on after being put on hold, being told customer service cannot help me (only the QDRO department can give me a status update), and to include ******* ****** cannot provide anything in writing that they even received the QDRO which I confirmed was sent successfully via the fax company. When I emailed and called the QDRO department and left messages, the answering message to the employee states they are working from home due to the Covid-19 pandemic and a return call may take up to 4 business days to return. It has been 4 months. The customer service and obvious obstruction ******* ****** engages in, is absolutely unacceptable.

• Initial Complaint

  Date:11/29/2022

  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.

  On November 2, 2022 I requested a withdrawal from my retirement account. I had been recently seperated from my past employer and I was looking to make a withdrawal so I can get by for a few months. This company indicates that it normally takes 2 days to process a withdrawal request and then 7-10 days for mailing. I have called this company 10 times over the last month, and all that I keep hearing is that they are working on it. I have no viable solution on monies that belong to me and I am simply trying to make a withdrawal. I have talked to supervisors and still to no avail my request has not been fully processed, I am simply seeking that my withdrawal request be processed.

• Initial Complaint

  Date:11/16/2022

  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 submitted a request to have my retirement money transferred from ************* retirement to a ******** account since I left my previous place of employ. I sent in all the proper documentation to have the money transferred with the correct information. I received a letter in the middle of October stating the check was sent and I noticed they sent the check to the wrong address. The address was correct on the form I filled out. I have been trying to contact the company for 3 weeks with no one answering or calling me back. So at this point I am thinking they stole approximately $13,000 from me. I would like my money sent to the correct address so it can be deposited into my new ira account.

• Initial Complaint

  Date:11/04/2022

  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 automatically contribute to a **** plan every paycheck through work. On 10-14-22, I contributed $788.46 but this money never appeared in my account. I contacted my plan representative and she advised there was a payroll issue. The money eventually appeared in my account more than 2 weeks later, on 10-31-2022. However, on 10-28-22 I contributed another $788.46 and this money never appeared in my account and is currently missing. I contacted my representative again a week ago and still have not heard back. It appears ******* ****** has serious issues.

• Initial Complaint

  Date:10/25/2022

  Type:Product 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.

  The company "upgraded" its website and phone system on Oct. 9, 2022. Since then it is impossible to contact it. I was on hold for 6 hours and then I was disconnected. The next day I chose an option of a call back, the recording said I would be contacted up to 24 hours. I was called after a few days at 6 am when I was still asleep and my phone was off. I was called again in the afternoon, but nobody talked to me, there was a silence, no answer to my question and then I was disconnected. The new pin also did not work. There are problems with the website as well - it was not possible to find the information I needed. Last week I sent 2 messages though the website and I have not received any answers yet.Last week I also emailed a Plan specialist, but he had not answered my email. It is something wrong with the way this company operates now, and is not an acceptable.

  Customer Answer

  Date: 11/05/2022

  ---------- Forwarded message ---------
  From: *********************************** <******************>
  Date: Fri, Nov 4, 2022 at 10:50 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania  in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>, <[email protected]>

  
  

  My complain has been resolved. I was able to make an appointment with the company local representative and he helped me.

  You may cancel my complain #********.

  Thank you,

  ***********************************

• Initial Complaint

  Date:10/11/2022

  Type:Product 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 have a large 457 retirement plan at ICMA/Mission Square. I stopped getting my weekly emails in October 2022. I have tried to log into my account using saved/secure data, their system refuses to log me in, states my data is bad. Tried to call numerous times, selected the call back option, no one returns call. Have waited on hold today 10/11/2022 for over 1.5 hours, no answer. Have left emails requesting callback, no answer. I am concerned that someone has possibly hacked my account, I have over $600,000 with this company and I want to be able to speak to a representative.