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Business Profile

Financial Services

MissionSquare Retirement

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 Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/26/2024

    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 retired from my company I worked for back in October 31 2023 . My company has a retirement account threw Mission Square Retirement system. I have been trying to get my retirement money from these folks since I retired. I have call them several times and they finally sent me paper work to fill out and it was faxed to them on 12-26-23, then on 1-03-24 they called me and wanted some more information so I gave them what they needed. Nothing has happened and nothing has moved. I know other people that I have worked with and have retired and they have had the same problem as I am having. One person had to hire a attorney before he got any results. Our plan number is ****** from North ***** ****************** If you mail something to them they have a P.O. Box ****** *********** **. 64121-9320 . My money is just sitting now and not making any interest, I need it so it can make a little off of interest instead of just sitting there.

    Customer Answer

    Date: 02/14/2024

     I finally got my settlement from them on the 8th of February after starting the process back in December. They always had some reason or some delay to not process. But I finally got my money.

    Business Response

    Date: 03/06/2024

    March 6, 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 26, 2024, regarding a complaint filed with the Better Business Bureau of Metropolitan Washington, DC,and Eastern ************ (the BBB).

    According to your letter, the BBB received a complaint from an individual stating they were experiencing difficulty withdrawing funds from their account with **********************.

    Upon research into this matter, please be advised we spoke with the individual and helped them correct outstanding issues on the withdrawal form and processed 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 Operations
  • Initial Complaint

    Date:01/22/2024

    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 was awarded, in full, my now ex-husbands **************, 457(b) deferred compensation plan #****** on December 20, 2022. The appropriate **** paperwork was filed by my attorney, the Court filed Order was excepted by the court on May 17, 2023, and served to Mission Square May 22, 2023. My attorney and his staff have contacted Mission Square every ***** days since May 2023. After contacting the City of Irvines servicing agent, *******************************, in October 2023 I was finally sent the **** enrollment form and withdrawal form October 25, 2023, via email. I completed all requested forms and returned them via email on November 1, 2023. I immediately received an email confirming the documents were received, along with instructions to contact Mission Square if I had not heard back from them in 10 days. I followed up every 10 days for 30 days via email, without success. I also attempted to call Mission Square, but I was told I cannot call the **** department, I must contact them via email. I have asked my attorney to continue the pursuit of my funds. This situation is completely unacceptable and unprofessional. I am looking for closure and to move forward, this large sum of money is MINE. I am infuriated by the fact I have lost a lot of money (my other investments have grown) due to Mission Squares handling of this situation, its bad enough I had to fight with my ex-husband, I should not need to battle with Mission Square as well.

    Business Response

    Date: 03/01/2024

    February 29, 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 email dated February 8, 2024, regarding a complaint filed with the Better Business Bureau of Metropolitan Washington, DC,and Eastern ************ (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 **** paperwork was processed on February 15,2024, and the individual received their 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 Operations


    Customer Answer

    Date: 03/18/2024

    [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:01/11/2024

    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 have been dealing with MissionSquare for several months now, attempting to transfer my 457 to my ex-spouse with little to no progress. In mid-July, I informed them via email about the impending divorce and the money transfer request, as per the divorce agreement. They responded by emailing me their Qualified Domestic Relations Order (****) form. Upon the finalization of the divorce in October, I submitted the form to the email address provided on the form. To my dismay, it turned out that no one monitors that email address. A few days later, I resubmitted the form through their portal. They took 10 days to respond, informing me that the **** needed to be filed with the court. Despite having a signed divorce agreement by a judge, I could not get a clear explanation for this requirement. When I attempted to contact the **** department, I was informed that they do not have a phone, and I was directed to call their main line. Upon calling, I learned that the form must be filed with the court for the money transfer to proceed.I complied with their request and filed the form with the court. In early November, I submitted it through the portal, but received no communication for 41 days. In mid-December, I reached out to them and received a response the following day, stating that they couldn't proceed with the transfer due to missing date of births and social security numbers on the paperwork. Despite my attempts to explain that the court does not accept identifiable information due to public record laws, I faced resistance. I also clarified that the original form submitted initially contained all the required information, but my efforts seemed futile. I resubmitted the initial form through the portal, yet again with no response.Two weeks later, at the beginning of January, I requested a status update and finally received a response nearly a week later, indicating that they could provide me with an update.

    Business Response

    Date: 01/30/2024

    January 30, 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 January 15, 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 having difficulty transferring funds held in an account by **********************.

    Upon research into this matter, please be advised the **** paperwork has been received,and the transaction is now processing.

    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: 02/03/2024

    While positive steps towards a resolution were made, the matter is not resolved yet. The distribution of the funds is incorrect. The paperwork clearly states that 100% of the amount must go to my former spouse. As of now, only a portion was transferred.

    Complaint: 21129790

    I am rejecting this response because:


    Regards,

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








    Business Response

    Date: 03/01/2024

    February 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 email dated February 5, 2024, regarding a complaint filed with the Better Business Bureau of ***************************,and ******************** (the BBB).

    According to your email, the BBB received a complaint from an individual questioning the distribution of funds from their QDRO account with **********************. Upon research into this matter, please be advised we recently spoke to the individual and also provided a letter explaining the disbursement.

    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:01/03/2024

    Type:Order 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.
    Numerous calls / faxes to process a beneficiary claim & they continue to indicate the paperwork in not complete - meaning they need my Mom's estate information. My mom was the beneficiary, not the estate. Honestly after reading other complaints on the BBB site I believe Mission Square Retirement has an internal directive to not pay beneficiaries using these tactics. Maybe a class-action suit is in order?

    Business Response

    Date: 01/23/2024

    January 23, 2024

    Dispute Resolution Team
    BBB of Metropolitan Washington DC and Eastern Pennsylvania
    1411 K St. NW, 10th Floor
    Washington, DC 20005

    Re:Better Business Bureau Complaint ID Number ********

    Dear Dispute Resolution Team:

    This letter is in response to your letter dated January 13, 2024, regarding a complaint filed with the Better Business Bureau of Metropolitan Washington, DC, and Eastern Pennsylvania (“the BBB”).

    According to your letter, the BBB received a complaint from an individual stating they were experiencing difficulty accessing an account with MissionSquare Retirement belonging to a deceased parent.

    Upon research into this matter, please be advised we spoke with the individual and provided information about the process and the legally required paperwork to access these 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 Operations

  • Initial Complaint

    Date:12/22/2023

    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 opened a Roth IRA with post tax contributions. I was advised at anytime I could withdraw my contributions and only pay tax on the earnings since the contributions were made post tax. On 11/13/2023, the Missionsquare website withdraw screen, I was shown I earned $117 and $17 in tax would be taken out if I withdrew my entire account balance. When the funds were distributed, I was charged $811 in taxes. Missionsquare took out 10% in taxes of my total balance in error and not 10% of just the earnings. I immediately called Missionsquare customer service and was advised that all IRA accounts closed prematurely get assessed a 10% tax withholding. This is incorrect on a Roth IRA account. I then called my Missionsquare rep who agreed an error was made in the tax withholding that was made to my account. Over 1 month has gone by with no resolution. I was contacted by Missionsquare customer service on December 3, 2023 and was advised a "ticket" was create to look into this as an error occurred. I was informed this error would be resolved in 7 to 10 business days. I have been contacted by my Missionsquare rep who stated that services are being outsourced by Missionsquare and my issue is being looked at still. I find taking this long to resolve a finiancial issue is completely unacceptable. Missionsquare deals with millions of dollars and an error on their part should be resolved quickly within days. There is no person to call that is working on this nor have I received any information on when this will be resolved as it has been 10 business days since 12/3/2023. Any assistance you could provide to resolve my issue would be greatly appreciated.

    Customer Answer

    Date: 12/22/2023

    Hello, 

    In my initial complaint I made a date error.  I wrote I spoke to Customer Service on 12/3/2023 when actually it was 12/8/2023.  On 12/8/2023 I was advised I would receive contact within 7 to 10 business days and have had no contact from MissionSquare.  Today (12/22/2023) I called MissionSquare to follow up, was on hold for almost an hour and was told my contact information was sent by instant messaging to ******.  ****** has no direct phone number or email to reach her and I need to wait to be contacted by ******.  Any assistance you can provide would be helpful. 
    thank you, 

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

    Customer Answer

    Date: 01/01/2024

    Hello,

    I would like to close out my complaint as it has been resolved..  MissionSquare sent me my refund by check and I received it on December 31, 2023.

    Thank you,

    *****

  • Initial Complaint

    Date:12/11/2023

    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 had reported that there was a possibility that someone may have attempted to access my online account with Mission Square. They put a lock on the account and therefore made me unable to login to my account. After several months, I asked to have the lock removed. I had to call several times in order to get that to happen. When I login, I cannot see any account information in my account and I have called and Mission Square is NOT RESPONSIVE! They say that it will take a week or two to make the change, and will get back to me, but no one ever does. This is the WORST retirement management company that I have ever dealt with. I want them to fix the problem and finish the job! These people do NOT care about the customer. I shudder to think what it will be like when I have to contact them to withdraw money or roll it over to another retirement company. I only deal with them because this is the only company that my municipal employer uses. Very sad.

    Business Response

    Date: 01/12/2024

    January 12, 2024

    Dispute Resolution Team
    BBB of Metropolitan Washington DC and Eastern Pennsylvania
    1411 K St. NW, 10th Floor
    Washington, DC 20005

    Re:Better Business Bureau Complaint ID Number ********

    Dear Dispute Resolution Team:

    This letter is in response to your letter dated December 18, 2023, regarding a complaint filed with the Better Business Bureau of Metropolitan Washington, DC, and Eastern Pennsylvania (“the BBB”).

    According to your letter, the BBB received a complaint from an individual stating they were experiencing difficulty accessing online information for their account with MissionSquare Retirement. 

    Upon research into this matter, please be advised the matter has been resolved. We spoke with the individual and confirmed they are now able to view their account details.

    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:11/30/2023

    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 am the husband/widow of my wife who die two years ago. I have already submitted death certificate to make the claim. I have not logged onto my account associated with my wife *************************. I noticed I had a old number on the account that I wanted to update. I had to call thd 1 800 number to make the change. I waited for 20 minutes for the call to be answered. Once I got a representative on the phone she was telling me I cannot make the change. I did that before had no issues. This lady was so dumb and impossible to deal with. All I need wanted was to update my phone number so I can log into the account. I am not going to resubmit death certificate all over again. I was treated horribly by the answering service of Mission Square. I need to have my phone updated. Thats it. How hard is that?

    Business Response

    Date: 01/04/2024

    January
    4, 2024

    Dispute
    Resolution Team
    BBB of Metropolitan Washington DC and Eastern Pennsylvania
    1411 K St. NW, 10th Floor
    Washington, DC 20005

    Re:
    Better Business Bureau Complaint ID Number ********

    Dear
    Dispute Resolution Team:

    This
    letter is in response to your letter regarding Complaint ID ********, filed with the Better Business
    Bureau of Metropolitan Washington, DC, and Eastern Pennsylvania (“the BBB”).

    According
    to your letter, the BBB received a complaint from an individual stating they could
    not update their information on an account held by MissionSquare Retirement. Upon research into this matter, please be
    advised the account information was updated as requested and we have notified
    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 Operations

    Business Response

    Date: 01/11/2024

    Dear Dispute Resolution Team:

    This letter is in response to your letter regarding Complaint ID ********, filed with the Better Business Bureau of Metropolitan Washington, DC, and Eastern Pennsylvania (“the BBB”).

    According to your letter, the BBB received a complaint from an individual stating they could not update their information on an account held by MissionSquare Retirement. Upon research into this matter, please be advised the account information was updated as requested and we have notified 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 Operations
  • Initial Complaint

    Date:11/12/2023

    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.
    THIS BUSINESS HAS BEEN HOLDING HEALTH SAVING ACCOUNT FOR YEARS AND CHARGING FEES FOR STORING MY MONEY SUCH THAT THE REMAINING BALANCE AFTER ALL THEIR FEES IS LOWER THAN THEIR FEES. I HAVE FOUND OUT ABOUT, SENT THEM COPIES PF MY MEDICAL BILLS FROM A HOSPITAL WHERE I HAVE A SURGERY AT. THIS BUSSNESS REFUSED TO GIVE MY MONEY BACK BECAAUSE THE HOSPITAL DOES NOT DEFINE IN THEIR BILLING STATEMENTS THE DOCTORS NAMES. THERE ARE MULTIPLE DOCTORS. THIS IS A DISGRAFUL BUSINESS . I DON'T KNOW WHO REGULATES THEM , IF I KNEW I WOULD HAVE WRITTEN TO THEM TOO. RETURN THE MONEY !!!!!! CROOKS

    Business Response

    Date: 12/07/2023

    December 7, 2023

    Dispute Resolution Team
    BBB of Metropolitan Washington DC and Eastern Pennsylvania
    1411 K St. NW, 10th Floor
    Washington, DC 20005

                Re:       Better Business Bureau Complaint ID Number ********

    Dear Dispute Resolution Team:

    This letter is in response to your letter dated November 18, 2023, regarding a complaint filed with the Better Business Bureau of Metropolitan Washington, DC and Eastern Pennsylvania (“the BBB”).  

    According to your letter, the BBB received a complaint from an individual regarding the Fees related to an account administered by MissionSquare Retirement.

    A member of our team reached out to the individual to provide information and explanation regarding the *** Participant Fee that is deducted from the individuals account to cover the unique costs associated with administering *** accounts under the rules for health reimbursement accounts.  As such the Fees cannot be refunded 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 Operations
  • Initial Complaint

    Date:10/31/2023

    Type:Order 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.
    For a period exceeding one year, I have endeavored to effectuate the updating of my banking information, albeit without success. Today, upon submitting an application for a loan from my retirement account, I encountered the identical error that was manifested last year, compelling me to opt for the alternative of a check dispatched via express mail. The banking particulars currently residing within the system have been rendered obsolete since the inception of the year 2021. Persistent efforts have been exerted since that time to rectify the inaccuracies pervading my account. Regrettably, the explanations proffered assert a lack of mechanisms for the correction of erroneous information within my account. I hereby assert my earnest desire for the rectification of my information, precluding any imposition of a $40 fee for a loan sourced from my own financial resources.

    Business Response

    Date: 12/07/2023

    December 7, 2023

    Dispute Resolution Team 
    BBB of Metropolitan Washington DC and Eastern Pennsylvania
    1411 K St. NW, 10th Floor
    Washington, DC 20005

    Re: Better Business Bureau Complaint ID Number ********

    Dear Dispute Resolution Team:

    This letter is in response to your letter dated November 12, 2023, regarding a complaint filed with the Better Business Bureau of Metropolitan Washington, DC, and Eastern Pennsylvania (“the BBB”).

    According to your letter, the BBB received a complaint from an individual stating they were experiencing difficulty updating bank information on their account with MissionSquare Retirement.

    Upon research into this matter, please be advised the bank information was successfully updated on her account and the loan fee cancelled. The individual was notified about these actions.

    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:10/09/2023

    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 had taken a loan out several years back from my 457(b) plan and paid it back via payroll deduction. My employer attempted to make the final payment on the loan and it was kicked back without explanation. Several months later, Mission Square sent my employer a letter stating I owed money on the loan. I was confused as I had thought the loan was paid off as there were no other payroll deductions taken from my check. So, I instructed my employer to pay the balance in the letter via payroll deduction immediately. My employer did so and it was reflected in my pay stub. This was in December of 2021 and into February 2022.In July or August of 2023, I looked into taking out another loan for an emergency house repair. The liaison told me that my account was deemed due to a $4 and change balance on the previous loan. I was so shocked and confused as to what was going on with my investment account, as the amount they stated in the letter that I owed was promptly paid. I nor my employer ever received any other letters indicating of money owed or that my account had deemed.I filed a complaint with Mission Square Retirement approximately 2 months ago with regards to my complaints and have yet to be updated on it or get a resolution. I have requested supervisors contact information and have yet to receive anyone's information. I am requesting my account be corrected and not be deemed.

    Business Response

    Date: 11/27/2023

    November
    27, 2023

    Dispute
    Resolution Team
    BBB of Metropolitan Washington DC and Eastern Pennsylvania
    1411 K St. NW, 10th Floor
    Washington, DC 20005

    Re:
    Better Business Bureau Complaint ID Number ********

    Dear
    Dispute Resolution Team:

    This
    letter is in response to your letter dated October 9, 2023, regarding a
    complaint filed with the Better Business Bureau of Metropolitan Washington, DC,
    and Eastern Pennsylvania (“the BBB”).

    According
    to your letter, the BBB received a complaint from an individual regarding a
    loan repayment to their retirement plan account administered by MissionSquare
    Retirement. Upon research into this matter, please be advised the individual’s
    account has been updated to accurately reflect the repayment of the loan. We
    reached out to the individual directly via an email to notify her that the account
    has been adjusted to reflect a $0 outstanding balance.

    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: 12/04/2023

    [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,



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

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