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:06/20/2024
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 attempted to logon to my account. I called ************** where I was on hold.I answered security questions, but person said they were incorrect. I know my personal info, and they were correct. I have a hardship and was trying to make a withdrawal. I am told to call back in ******************************************************************** waiting another day to request funds.Business Response
Date: 07/29/2024
July 29, 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 concerned their online transaction with MissionSquare Retirement did not require the individual to enter their banking information.
Upon research into this matter, please be advised we contacted the individual to let them know their *** information was already on file and the *** was processed and completed the same day.
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: 08/01/2024
This is very strange in that I do not recall sending a complaint re ************** Retirement.The person I spoke with that day cleared up my question.Initial Complaint
Date:06/18/2024
Type:Customer Service 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.
Unable to access the account or anyone in customer service. They claim account is locked and after following the unlock procedure I am still locked out of my account. Reaching out to customer service results in an infinite hold.Business Response
Date: 07/29/2024
July 29, 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 accessing their account with **********************.
Upon research into this matter, please be advised we contacted the individual and were able to assist them with successfully logging in to their account.
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: 08/01/2024
[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:05/22/2024
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.
On May 8, I requested total account disbursement of my mission Square account to be sent to my account at Fidelity. Later that day, my account funds were removed. I was emailed that the following day a check would be sent to Fidelity. The next day I received an email stating that the check was presented to US MAIL for delivery to Fidelity in ********** AZ. The check was not received in a reasonable time, and inquiries were made to **************. I was quoted 3-5 days, 5-7 days, 7-10 day, ***** days, and ***** days for the check to be received in ******************. The reps at ************** stated that the **** was to blame as they take this amount of working days to deliver the letter in the ***. I asked about a wire transfer. They refused. I asked about a ******* or *** or ****) tracked envelope. I was told this must be sent by first class mail non tracked. Yesterday Tuesday May 21, I and Fidelity called ************** and after numerous conversations, I was told that the funds would be wire transferred, that a vice president of the call center authorized it, and the funds should appear shortly. The funds did not show up, and after 24 hours another call was placed to **************. The fidelity rep and I were told that someone issued another paper check, and was mailing it, the the wire transfer was cancelled, and I should allow 15 business days. Again he stated that this was a requirement of ****. A member of management was requested. I request immediate transfer of my money, and interest lost during the transition, per a rate of the average CD.Customer Answer
Date: 06/05/2024
after nearly 3 weeks of stories, excuses, doubletalk, my money was wire transferred. unfortunately mission square has yet to make me whole for the almost 3 weeks of interest, and or capital gains on my money. they were going to call me back in a day or two from 10 days ago.Business Response
Date: 06/11/2024
June 11, 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 June 5, 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 with a disbursement related to their account with **********************.
Upon research into this matter, please be advised the funds were disbursed and received as requested by 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: 07/02/2024
the respondent, after copious phone calls , and multiple agencies involvement, has met their obligation. I now have the funds requested.Customer Answer
Date: 07/02/2024
the respondent, after copious phone calls , and multiple agencies involvement, has met their obligation. I now have the funds requested.Initial Complaint
Date:05/22/2024
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.
I requested a check to be sent with my funds last year! I have called several times and made sure I did everything correctly to have my bank added to their network and still not received a wire. I did everything to the letter that they requested. There should be no reason they are withholding my funds from me and its now going on about 8 to 9 months. I already even paid taxes on them for money I havent received. I will never put money into mission square again and really just need that money as now my car is broken down.Business Response
Date: 06/18/2024
June 18, 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 June 5, 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 requested a distribution from their account with ******************** and did not receive it.
Upon research into this matter, please be advised we contacted the individual and assisted her with getting a new bank form as well as explained the supporting documents she will need to facilitate the distribution.
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:04/27/2024
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.
I was employed with The City of *********** for 31 years, from May 1990 to May 2021. During this time I had contributions taken out of my check every 2 weeks and sent to ICMA which changed to **************. On March 12, 2024 I decided to make a withdrawal, during my phone call I was told my last contribution was made in January 2019 !!! I pulled my W-2 and pay stubs which both show contributions being taken out of my check up until I retired in May 2021. I talked to a representative from **************, she said they don't show any contributions after Jan 4 2019. I then call the City of *********** human resources department, they called ************** on my behalf and got the same information on March 20, 2024. The City of Painesville asked for reports showing how Mission Square received the payments. As of today I have not been giving any clear answers or my money. City of *********** show that they sent the contributions every 2 weeks along with the other employees who are contributing to **************. As of today I am missing 60 payments of $35.00 from the period of Jan 2019 to May 2021 and accrued interest until my money is found. Hoping you can help me recover my money and interest. Please contact me if you need any more information.Business Response
Date: 06/05/2024
Good morning,
MissionSquare Retirement is actively working to resolve this complaint, but we need a little more time. We expect a satisfactory resolution shortly.
Regards,
MissionSquare Retirement
Business Response
Date: 06/18/2024
June 18, 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 May 6, 2024, regarding a complaint filed with the Better Business Bureau of ***************************, and ******************** (the BBB).
We have conducted a thorough review of the matter and have taken appropriate action to address the concerns raised by the individual. The necessary adjustments have been made to ensure accuracy and completeness.
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: 07/02/2024
As of today I still have not received my accrued interest. I also requested the formula used to figure accrued interest and a letter stating what happened for my records. ****************** have been initiated by me. This is unacceptable customer service.Business Response
Date: 09/18/2024
September18,2024
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 August 27, 2024, regarding a complaint filed with the Better Business Bureau of ***************************,and ******************** (the BBB).
We have conducted a thorough review of the matter and have taken appropriate action to address the concerns raised by the individual. MissionSquare determined that the issue stemmed from an employer contribution error. As a result, recalculations were undertaken, and adjustments were made. The details of these actions were clearly conveyed to the individual previously. The account records reflect these adjustments, as do the financial records which were provided to the individual.
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: 09/19/2024
[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:04/03/2024
Type:Service or Repair 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.
Trying to get my retirement funds transferred to fidelityBusiness Response
Date: 04/26/2024
Good morning,
Just a quick note to let you know we are working on a response, which we hope to have within a few days.
Thanks,
MissionSquare Retirement
Business Response
Date: 05/07/2024
May 7, 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 April 11, 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 with a rollout related to their account with **********************.
Upon research into this matter, please be advised the individuals rollout request was processed on April 5.
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: 05/08/2024
[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:03/20/2024
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 been trying now for nearly a month to get my retirement funds withdrawn from MissionSquare, with no success. I wanted my funds sent via ACH for security; tried to update my bank info on their website in preparation, and have not made it past that step. First, I updated my account to my more secure address (I own & reside at two homes), and then my account said it was not available for withdrawals; no reason. When I called they told me it was frozen for 7 business days due to address change, before I could ask for withdrawal. I got an error code w/ no explanation when I tried to add my banking info. When I called again, they verbally told me I couldnt update electronically because my bank is out of their network (WAFed, who have been in business 100+yrs, & in many states), so I needed to complete a form (which they sent via Secure Messaging on their site). I did this and nothing; they said after sending form w/ voided check, they would update manually. I called & was told to my address on my check didnt match my mailing address (I own both ************ **** need to buy new checks, so I resent the form w/ a new check, that had updated address to match. That was over 3 bus days ago (the amount they said it would take), and bank info is still blank. They did finally take the address change hold off. At this point I may give up on secure ACH of funds, and just ask it be mailed. I will update, but after reading through several of the 125+ complaints, getting my money from this company looks dismal! How/why has there been no investigation into their practices. I agree w/ others; seems to be fraud going on here. Somebody mentions ponzu scheme; they either stole our $, or are using extreme stall tactics to hold onto it longer. Luckily, I dont have a tone of money invested here (just under 20k), but I have some time on my hands and will squak & dig till I get my $!!! Already reached out to the orgs I worked for, as well as put out warnings on social media.Business Response
Date: 04/05/2024
April 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 March 20, 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 completing a withdrawal from their account with **********************.
Upon research into this matter, please be advised we recently spoke with the individual. We helped them complete the transaction and they received their check.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:02/28/2024
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 am a retired police officer with a full pension. I am 54 years old. I have taken small distributions on my 401K/ 457 funds multiple times since I retired in 2019. The company that I had my funds with was ICMA, but they were bought out by Mission Square. Every other distribution I have taken has been correctly coded as a 2 for the distribution code. I took a distribution in the 2023 calendar year and Mission Point sent me a 1099 that is coded as a 1 for the distribution code. This means I will have to pay a 10 percent penalty on the distribution. Since I am fully retired with a pension, it is supposed to be coded as a 2 as an exception to the 59.5 age requirement. I have spent over three hours on the phone with multiple people at Mission Square and have gotten nowhere. They have acknowledged that I meet the exception, but they refuse to send me a corrected 1099 and are telling me its the job of my accountant to have an exemption filed. My accountant is saying he needs the correct 1099 before he can file my taxes, so I am stuck. PLEASE HELP!Business Response
Date: 03/20/2024
March 20, 2024
Dispute Resolution Team
BBB of Metropolitan ************* and Eastern ************
*********************************
************** 20005
Re:Better Business Bureau Complaint ID Number ********
Dear Dispute Resolution Team:
This letter is in response to your letter dated January 28, 2024, regarding a complaint filed with the Better Business Bureau of Metropolitan **************,and Eastern ************ (the BBB).
According to your letter, the BBB received a complaint from an individual stating they were experiencing difficulty obtaining the correct tax form and distribution code related to their account with **********************.
Upon research into this matter, please be advised we recently spoke with the individual, helped them with the correct form, and answered their tax-related questions.
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:02/27/2024
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.
In July of 2023 I rolled over my 401(a) funds out of MissionSquare to another investment company. There were about $26,000 of after tax contributions included in the 401. MissionSquare required 2 separate roll over request; one for pre tax funds and one for after tax funds. They incorrectly included about $54,000 of pre tax funds in the request for after tax funds. They are now incorrectly saying these funds are taxable. The taxes due on this money is about $13,000, which I dont have. Their error is costing me significant funds. I am not wealthy and am in a real bind due to their error. Can you help me?Customer Answer
Date: 03/20/2024
I have included a copy of the applicable *** guidance on this particular situation. The *** allows this specific rollover situation to be done in a non taxable manner. Missionsquare instead choose to execute the rolllover in a way that made $54,000 taxable.Business Response
Date: 03/27/2024
March 27, 2024
Dispute Resolution Team
BBB of Metropolitan ************* and Eastern ************
*********************************
************** 20005Re:Better Business Bureau Complaint ID Number ********
Dear Dispute Resolution Team:
This letter is in response to your letter dated January 27, 2024, regarding a complaint filed with the Better Business Bureau of Metropolitan **************,and Eastern ************ (the BBB).
According to your letter, the BBB received a complaint from an individual stating he was experiencing tax-related issues concerning a rollout of his account with **********************.
Upon research into this matter, please be advised we spoke with the individual, helped him to correct his rollout, and provided a corrected 1099 form.
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:02/23/2024
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.
Mission Square is refusing to change or correct my tax form (*****R) to the correct distribution code although it was correct code the previous year and they can see the correct code. I have made several phone calls but they continue to refuse to correct their mistake.Business Response
Date: 03/27/2024
March 26, 2024
Dispute Resolution Team
BBB of Metropolitan ************* and Eastern ************
*************************** Floor
************** 20005
Re:Better Business Bureau Complaint ID Number ********
Dear Dispute Resolution Team:This letter is in response to your letter dated January 23, 2024, regarding a complaint filed with the Better Business Bureau of Metropolitan **************,and Eastern ************ (the BBB).
According to your letter, the BBB received a complaint from an individual stating their 1099R needed a corrected distribution code.
Upon research into this matter, please be advised we recently spoke with the individual and helped them understand the distribution code assigned and answered their tax-related questions.
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: 03/27/2024
March 26, 2024
Dispute Resolution Team
BBB of Metropolitan ************* and Eastern ************
*************************** Floor
************** 20005
Re:Better Business Bureau Complaint ID Number ********
Dear Dispute Resolution Team:This letter is in response to your letter dated January 23, 2024, regarding a complaint filed with the Better Business Bureau of Metropolitan **************,and Eastern ************ (the BBB).
According to your letter, the BBB received a complaint from an individual stating their 1099R needed a corrected distribution code.
Upon research into this matter, please be advised we recently spoke with the individual and helped them understand the distribution code assigned and answered their tax-related questions.
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: 03/27/2024
March 26, 2024
Dispute Resolution Team
BBB of Metropolitan ************* and Eastern ************
*************************** Floor
************** 20005
Re:Better Business Bureau Complaint ID Number ********
Dear Dispute Resolution Team:This letter is in response to your letter dated January 23, 2024, regarding a complaint filed with the Better Business Bureau of Metropolitan **************,and Eastern ************ (the BBB).
According to your letter, the BBB received a complaint from an individual stating their 1099R needed a corrected distribution code.
Upon research into this matter, please be advised we recently spoke with the individual and helped them understand the distribution code assigned and answered their tax-related questions.
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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