Complaints
Customer Complaints Summary
- 152 total complaints in the last 3 years.
- 24 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/15/2025
Type:Product IssuesStatus: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 applied for a distribution of my retirement savings.The failed to distribuet my retirement funds as I requested on 8-27-24.The distribution was supposed to start on ********** funds were dispersed. I provided the proper bank routing number, yet they never transferred the funds. They said I need to send a voided check. On 1-14-25 I have re-applied and submitted the voided check per their request. I find it unsatisfactory that they have failed to release the retirement money that I am entitled to!Business Response
Date: 02/10/2025
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 obtain distributions from an account administered by MissionSquare Retirement.
Upon research into this matter, please be advised after helping the participant complete the required paperwork correctly, regular distributions have been established successfully for 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 OperationsCustomer Answer
Date: 03/06/2025
[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:12/23/2024
Type:Billing IssuesStatus: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 am writing to request clarification and resolution regarding an issue with my loans. On 10/02/2024, I made a payment of $1,796.88 to pay off a loan I had taken out with ************** on 03/07/2024. However, on 12/23/2024, I contacted your customer service department and spoke with a representative named ****. He informed me that I had made more than the required six payments for loan 6. Upon further investigation, **** mentioned that loan 5 had not been paid off, which is incorrect. I clearly recall paying off loan 5, and I have a copy of the payment withdrawal from my **************** account to support ******* resolve this matter, I kindly request the following:Documentation for both loan 5 and loan 6, including payment history and loan balances.A full refund of any overpayments or discrepancies, as it appears I have been charged beyond what was required.Customer Answer
Date: 01/09/2025
The issue has been resolved.Initial Complaint
Date:10/28/2024
Type:Sales and Advertising IssuesStatus: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 retirement funds (for the one year that I worked in ********) were with this company. I filled out and snail mailed three separate forms asking for my funds to be rolled over to an ***. All THREE were rejected for arbitrary reasons. They said my forms were signed electronically: How do they know? And they weren't! They also said that I needed one of the forms signed by Virginia Retirement Services but had no information about how to go about doing this. They never told me this until I had gone to the trouble of MAILING the forms. They accept nothing via electronic upload. I don't own a printer and I don't drive so getting to a post office isn't possible. Conveniently, the only way to get my money out electronically is via a withdrawal that is subject to over 30% of taxes and fees. I had to use that option and I would like for this company tor reimburse me for the taxes and fees. The customer service **** were also very rude. I am so glad that my money is no longer with them.Business Response
Date: 01/24/2025
January 24, 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 November 30, 2024, 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 who was unable to transfer funds from their account with **********************. Upon research into this matter, please be advised we contacted the individual and confirmed he was able to process an online withdrawal and access his funds.
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 OperationsBusiness Response
Date: 01/24/2025
Please note the response letter should just submitted is for complaint # 22484430. Thanks.Customer Answer
Date: 01/27/2025
[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: 22484430
I am rejecting this response because: During this phone call, the representative told me that I had been given misinformation from the previous representative regarding how to retrieve my funds. The previous representative had told me that my funds would never be available by electronic request (via uploaded paperwork) without penalties, only fax or mail. Mr. **** **** told me explicitly that this was incorrect. He said that he was going to need to pull the previous phone calls to confirm that was what the representative stated, review them, and get back to me. I never heard from him again. Please advise.
Regards,
******* *****Business Response
Date: 05/20/2025
Dear Dispute Resolution Team:
Please be advised that on Tuesday, May 20, 2025, the MissionSquare team confirmed with Mr. ***** that he has received his funds.This matter has been resolved with the customer.
If you have any questions or concerns, please let us know.Thanks,
*****
***** ********
Vice President, Corporate Communications
MissionSquare Retirement
*************************
********************
Work: **************
Cell: **************
Email: *************************************Initial Complaint
Date:10/15/2024
Type:Order IssuesStatus: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.
On Oct. 1, 2024, I requested an emergency withdrawal from my retirement due to the Hurricane in ***I was denied. I have submitted the requested documents on several occasions and continued to be denied. I have spoken with supervisors and representatives that do not understand the denial. I was told today that I needed a letter from the insurance company explaining why I cannot file a claim against the cancelled policy. (Really?) ********************* emailed me the same letter with today's date and that the letter in the email came from them today, in hopes that would be sufficient. ********************* stated the letter of cancellation is a legal document written by their underwriters which is accepted by the ***. I have met the emergency criteria. I submitted proof of no insurance, and the bill of services rendered. Not to mention that the state of ** is in a state of emergency. It has been two weeks, no legitimate explanation to why they are denying the release of my funds being direct deposited into my checking account on file. I cannot help but feel that I am being discriminated against.Customer Answer
Date: 10/24/2024
Finally, it was approved. When I applied for the request I asked that it be deposited into my checking account on file. They sent a check. I called the next day, requested a stop payment and to process a direct deposit. The following Monday I called. The rep. **** me the check was issued with no stop payment. I was advised to deposit the check. I did. The bank returned the check. Now my account is $2000 in the negative. I secured messaged Mission this morning to process ACH today. And at this point it has not been resolved. I am beyond dissatisfied with this company!Business Response
Date: 11/21/2024
November 21, 2024
Dispute Resolution Team
BBB of ************************** and ********************
*************************
********************Re:Better Business Bureau Complaint ID Number ********
Dear Dispute Resolution Team:
This letter is in response to your email dated October 24, 2024, regarding a complaint filed with the Better Business Bureau of **************************************************** (the BBB).
According to your letter, the BBB received a complaint from an individual who was unable to access funds in an account with **********************. Upon research into this matter, please be advised the individual was contacted and confirmed the receipt of their funds a few weeks ago.
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 OperationsInitial Complaint
Date:10/10/2024
Type:Service or Repair IssuesStatus: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.
Mid July I requested a hardship payment from my account due to a time sensitive issue and requested expedited service in which I was told by the phone ***resentative that was going out same day. Was expecting payment within three business days as promised by phone *** and made a agreement based on information given to me by phone ***resentative. Once payment was not received on date as promised, I called to check status to be informed that in fact the payment went out by regular mail. Payment came three weeks later, of course my agreement went bad due to lack of payment and there's been several major barriers added to my ORIGINAL hardship. At this point there's, so much mental, emotional, and physical damage I'm unsure what can rectify the issue.Customer Answer
Date: 10/21/2024
******** S ***** is my name. This incident started July 2024 ending August 2024. I have a timeline of everything that has happened. Ending results of tragic events due to negligence and inconsideration.Business Response
Date: 01/24/2025
January 24, 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 December 1, 2024, 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 who was unable to receive expedited access to her funds from an account with **********************. Upon research into this matter, please be advised we contacted the individual to explain that the delay was due to inaccurate information provided.
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 OperationsInitial Complaint
Date:09/21/2024
Type:Service or Repair IssuesStatus: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 requested, over 3 months, in phone calls and emails, for a copy of my statements. I cant get them off the website because the website doesnt work properly for that request. I was told again it was in the mail and now its the 3 time they said they mailed it and its been over 10 business days and its still not here. I have spoken to different agents who all promise its mailed but it never arrives.Business Response
Date: 10/25/2024
October 25, 2024
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 October 9, 2024, 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 stating they were experiencing difficulty receiving statements for their account with ********************.
Upon research into this matter, please be advised the matter has been addressed, and we contacted the individual to update their address on record. 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 OperationsInitial Complaint
Date:09/16/2024
Type:Product IssuesStatus: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.
Contacted ************** on 8/23/24 to request a verification letter in regards to my account. Was told it would be mailed out. Followed up on 9/5 and was told it had been mailed out on 8/26. Called again on 9/11 and told again it had been mailed on 8/26. Called again on 9/16 and after escalating to a supervisor was told nothing had been mailed out and they weren't sure what I wanted. Was told there was no one I could talk to other than customer service to try and expedite the document. After an hour and a half, most on hold was told that she was waiting on a response to an email from another department to see what could be done. She called me back and said that it would have to be either a Fax or sent electronically through their portal. I reiterated that this was unacceptable and would not satisfy the institution that I was getting the letter for and I needed a signed original letter. Again said she had to consult another department and wait for an answer. Asked what could be done to expedite things and offered to pay for next day delivery but she said this was not possible. This is an institution that has a large chunk of my money and my request is simple. They flat out lied to me twice about the letter being sent and since have made no attempt to correct their mistake and expedite my request. Impossible to contact the company via any means other than the incompetent call center or a real letter through ****. One of the worst customer service experiences ever. You should be ashamed of treating your customers this way. After reading the numerous complaints here on BBB I will be moving my account to another company.Business Response
Date: 10/21/2024
October 7, 2024
Dispute Resolution Team
BBB of ***************************************************
*************************
********************
Re:Better Business Bureau Complaint ID Number ********
Dear Dispute Resolution Team:
This letter is in response to your letter dated October 3, 2024, regarding a complaint filed with the Better Business Bureau of **************************************************** (the BBB).
According to your letter, the BBB received a complaint from an individual stating they were experiencing difficulty obtaining a verification letter for their account with ********************.
Upon research into this matter, please be advised the matter has been addressed. 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 OperationsCustomer Answer
Date: 10/29/2024
[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:08/08/2024
Type:Product IssuesStatus: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.
These people keep lying and giving you the run around. Filed an online app to withdraw money from my pension acct.Well my acct number was 1 number off so they claim the check was rejected.I gave them the corrected acct number and as of today which is day 8 still dont have my money. This company is horrible!!All of my bills are late and behind because they keep saying they submitted a new check and its still not in my account.All the representatives do is lie and tell you they will call you back 6 hrs later absolutely disquesting!!!!Business Response
Date: 09/06/2024
September 6, 2024
Dispute Resolution Team
BBB of ***************************************************
*************************
********************
Re:Better Business Bureau Complaint ID Number ********
Dear Dispute Resolution Team:
This letter is in response to your letter dated August 15, 2024, 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 stating they were experiencing issues regarding a withdrawal from their account with **********************.
Upon research into this matter, please be advised the original withdrawal request was rejected due to incorrect banking information provided to MissionSquare by the individual. Once this information was corrected, the withdrawal was processed successfully. 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 OperationsInitial Complaint
Date:08/07/2024
Type:Customer Service IssuesStatus: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 1999 I started working for the City of ******, ****, and at the time they used ICMA for the deferred compensation program. Since then ICMA was purchased by ************** Retirement. Mission Square is unable to present a signed contract with the city however they will not allow me to transfer my funds to another company. ************** maintains that I am unable to transfer any funds until I am 70 1/2 years old.Business Response
Date: 09/03/2024
September 3, 2024
Dispute Resolution Team
BBB of ***************************************************
*************************
********************
Re:Better Business Bureau Complaint ID Number ********
Dear Dispute Resolution Team:
This letter is in response to your letter dated August 15, 2024, 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 stating they were unable to transfer funds from their account with **********************.
Upon research into this matter, please be advised the type of distribution requested by the individual is not allowed under the retirement plans rules until the participant is 70 because he is still employed. This information was explained to the individual on April 29 and May 9, 2024. Any exception would require the plan sponsor (the individual's employer) to amend the current plan rules, which the plan sponsor does not intend to do.
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 OperationsInitial Complaint
Date:06/25/2024
Type:Service or Repair IssuesStatus: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 opened an *** with ************** in 2021 transferring an *** from my sister's estate. The *** at the time was titled incorrectly as a Traditional ***. I filled the paperwork 8 months ago to have this *** retitled to an Inherited *** and included the original paperwork from the original *** as support of the claim. I have contacted the company at least 7 times by phone and while I'm assured over the phone that this will be taken care of nothing happens.Business Response
Date: 08/05/2024
August 5, 2024
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 July 10, 2024, 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 stating they were having difficulty transferring out an IRA ******* held with **********************.
Upon research into this matter, please be advised we spoke with the individual and were able to assist with the transfer.
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
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