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:10/09/2023
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 awarded a portion of my ex husbands 457 as part of the asset division in our divorce. Mission Square is the financial institution that currently has his 457. The court approved paperwork for this QDRO was submitted to Mission Square in April. They did send me forms to fill out in August, which I submitted immediately. It has been almost impossible to reach anyone to get a legitimate update on this process, and it still isnt complete. In the automated response from them, they provide a number that is no longer in service. I have attached this email, and the chain of emails I, and my attorneys paralegal have sent, with almost no response. They have had more than enough time to complete this transaction, and it is unacceptable that I am unable to reach anyone in this company.Customer Answer
Date: 10/25/2023
I wanted to let you know that this issue has been resolved as of yesterday, October 24, 2023.
please let me know if there is anything else you need from me, but I believe at this time the complaint can be closed.
Thank you so much for your time.Business Response
Date: 10/27/2023
October 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 stating they were having difficulty with a Qualified Domestic Relations Order (QDRO) involving funds held in an account by MissionSquare Retirement. Upon research into this matter, please be advised the QDRO was processed, and a check was sent to the individual as requested.
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:10/03/2023
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 have contacted Mission Square Retirement on several occasions over the phone, and by email about taking an emergency loan on my retirement. I first contacted them on September 14, 2023 and was told that there was a glitch on their end and that it would be resolved in 3-5 business days and I would receive a call. After not hearing from anyone I called back on 9/25/2023 to be told the same thing and that they would expedite my request to the department that handles the funds and I would receive a call back. No return call. So, once again I called on the 29th to get the same runaround, excuses etc and was told to resubmit a paper request. I phoned them today 10/3/2023 and the person I spoke with said she would submit my request to the appropriate department and I would here from someone in 3-5 business days. They are taking people's money and gaining interest. This is my money and retirement that I pay into and I have a right to receive the funds when requested.Business Response
Date: 10/20/2023
October 20, 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 3, 2023, 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 regarding an emergency loan from their account with ********************.
Upon research into this matter, please be advised the loan was processed and we have been attempting to contact the individual to provide an update. 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: 10/25/2023
[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,
****************************Initial Complaint
Date:10/02/2023
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.
Divorce court documents instructed Mission Square in February 2023 to move my ex-husband's retirement account into my name. The court has sent these documents, I have sent these documents, I have emailed them (as instructed) several times and have gotten no response or movement on the request to change the account.Business Response
Date: 11/21/2023
November 21, 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 2, 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 having difficulty with a Qualified Domestic Relations Order (QDRO)involving funds held in an account by MissionSquare Retirement. Upon research into this matter, please be advised this matter has been resolved as QDRO paperwork was received by both the individual and alternate payee.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: 12/06/2023
The matter has not been resolved as stated. Yes, they contacted me, but the funds they are supposed to transfer still have not been transferred. The court documents were sent in February 2023 and it is now December 2023.Business Response
Date: 12/19/2023
December
19, 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 Complaint ID ********, dated October 2, 2023, filed
with the Better Business Bureau of Metropolitan Washington, DC, and Eastern
Pennsylvania (“the BBB”), in which the individual rejected our response of December
11, 2023.
Please
be advised since our last response, MissionSquare Retirement has processed two payments
to the alternate payee. We have spoken to the participant and informed him
of the payments made to the alternate payee as requested.
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:09/22/2023
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.
In December 2022, my attorney submitted a QDRO to Mission Square retirement. It has been 9 months and they still have not processed it. I can’t get them to give me accurate information when I call. The customer service representatives give me false information and are unable to connect me with anyone who can provide me a timeline for processing the QDRO.Business Response
Date: 10/06/2023
October 5, 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 September 22, 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 delay in processing a document for an account with MissionSquare Retirement. Upon research into this matter, please be advised the issue has been resolved. We recently spoke with the individual, the form in question has been processed, and the individual was sent an expediated 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:09/01/2023
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.
Starting in February 2023 I've contacted them repeatedly regarding a 1099R that I needed corrected to reflect the correct amount I withdrew from my retirement plan. The last 2 withdrawals I made in 2022, which I had taxes removed from, I've never received a corrected 1099R for 2022 to reflect these amounts. Instead, they sent the 1099R to my ex-husband. We've been divorced since 2004! This account was part of our divorce settlement. I've sent 28 messages to them within their system and have had countless phonecalls. They are very polite, but nothing happens. It took quite a while for someone who knew what I was talking about to contact me. But now even she is no longer available for my calls. I have my statement from their site showing exactly what I withdrew, but my 1099R is short by $10,000 - the amount of taxes from my last 2 withdrawals from last year. I need this resolved as soon as possible and it is clear now that they will never respond to me again. I just sent them another message in their system. My last email to them was in June 2023 and my last phone call to them was 7/19/23. I was also told by the local IRS taxpayer advocate that Mission Square has not deposited any money into my tax account.Business Response
Date: 09/29/2023
September 29, 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 September 1, 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 having difficulty getting MissionSquare to correct a form they received. Upon research into this matter, please be advised the issue has been resolved. We called the individual and explained what she didn't previously understand. The complaint centered around the request to receive a copy of a form belonging to an ex-spouse, which we cannot legally provide to her.
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: 10/05/2023
[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: ********
I am rejecting this response because: I received a phone call, that is true. However, I was informed that a system upgrade was responsible for my EX-HUSBAND receiving the 1099R for money that I WITHDREW FROM MY OWN ACCOUNT, that has ONLY my name on it - and it has been that way from the beginning. For 20 years I have been withdrawing money and receiving a 1099R, with no issues. System upgrade or not, it needs to be corrected and MY IRS account be funded with the money they deducted from my withdrawal and a 1099R issued in MY NAME. I told them that no, this is not resolved - that I want a legal reason - in writing - why they suddenly changed the way they are handling withdrawals. It makes no sense to me why HIS IRS account would be credited with MY money.
Regards,
***********************Business Response
Date: 10/16/2023
October 16, 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 7, 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 additional comments from an individual regarding a *1099-R form that was sent to her regarding her retirement plan account administered by MissionSquare Retirement.
Upon further research into this matter, an updated 1099-R form is being prepared and will be mailed 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: 10/19/2023
[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: ********
I am rejecting this response because: I am only rejecting this response to correct what should happen. My ex-husband should receive a "corrected" 1099R showing a -0- dollar amount. I should receive a corrected 1099R to reflect the total amount I withdrew from my account during 2022. I would like to see that information detailed in their response. They also need to keep in mind that I made my last withdrawal in January 2023. They need to make sure that is correct as well and I would like them to specify that they have corrected it.
Regards,
***********************Business Response
Date: 11/05/2023
November 3, 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 notification dated October 24, 2023, about additional concerns expressed by the individual who filed the above referenced complaint with the Better Business Bureau of Metropolitan Washington, DC, and Eastern Pennsylvania (“the BBB”).
According to your letter, the individual was not satisfied with our initial response. In an effort to further address her concerns more clearly, please be advised that the following actions have been taken:
-A corrected 1099-R for 2022 was sent to her on 10.24.23 (as advised in our earlier response).
-We can confirm the individual’s last withdrawal made in January 2023 is correctly noted on her record and she will receive a corresponding 1099-R for 2023.
-We can also confirm her ex-husband was never sent a1099-R for 2022 so a “corrected” 1099-R is not needed.
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: 11/06/2023
[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: ********
I am rejecting this response because: I've attached a copy of the 1099R that ****** ******* received from Mission Square. I appreciate that you will send me my corrected 1099, but please send him a corrected 1099R as well, showing a -0- dollar amount and we will be done.
One last thing I want to mention is that at the time I was getting ready to file my 2022 taxes, I contacted the IRS Taxpayer Advocate, who stated that no monies had been deposited to my account. I hope that by fixing my 1099R, that means you have also deposited those funds into my account.
Regards,
***********************Business Response
Date: 11/17/2023
November 17, 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 notification dated November 6, 2023, about additional concerns expressed by the individual who filed the above referenced complaint with the Better Business Bureau of Metropolitan Washington, DC, and Eastern Pennsylvania (“the BBB”).
According to your letter, the individual was not satisfied with our response. In an effort to further address her concerns more clearly, please be advised that the following actions have been taken:
The individual was contacted and informed of the status involving her and her former spouse’s 1099-R forms. An updated 1099-R form was prepared for the individual and was mailed to the individual. An updated 1099-R form is being prepared and will be e-mailed to the individual’s former spouse as well.
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: 11/30/2023
[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. I and my ex-husband have received corrected 1099R's. This issue is resolved.
Regards,
***********************Initial Complaint
Date:08/31/2023
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.
On August 7, 2023 I called Mission Square to let them know that my husband has passed away and that I needed them to send me paper work to close out the account. The customer service person said that they could not talk to me until I send them the death certificate and my photo Id. He also gave me the fax number to fax the information to Mission Square. I fax the information to them on 8/14/23, I was also told that they would call me once they get the information and NO one call me. I called them on 8/ 21/23 and asked them did they received the information and I was told that they had already mailed me the information. On 8/28/23 I called them again and told them that I still have not received the information and they stated that they would put in another ticket for them to mail me out another form. I said to them can you email me this document and I was told that they policy and procedure is to mail out the information. I feel like this company is trying not to give me my husband 401 K fund by not send me out the requested information. There is not reason why they can't send me this form to my email address. I am asking you to please help me get this form that they will not send to me.Business Response
Date: 09/28/2023
September 28, 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 August 31, 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 she was having difficulty closing out her deceased husbands retirement accounts administered by MissionSquare Retirement.
Upon research into this matter, please be advised the individual has been contacted and advised the funds for one account are being processed for disbursement and the other is invested in an RIA that needs to be liquidated before being disbursed. She was further advised no action was needed on her part.
If you have any questions or concerns, please feel free to contact me at the contact information provided below. Thanks.
Sincerely,
*****************
Managing Vice President
Client Experience OperationsInitial Complaint
Date:08/18/2023
Type:Delivery 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.
Absolutely the worst company I have ever dealt with in my entire life. They have lost the same legal paper, court ordered paperwork, that has been mailed, emailed, and faxed to them almost two dozen times over the course of 6 months. Emails and voicemails were left asking for a call back to help me figure out how to get paperwork submitted so that it does not get lost, answer questions, and confirm paperwork status, but I have never received any contact back. A process that is supposed to take 4 weeks was not even started for 6 months because of gross incompetence and negligence, losing court ordered paperwork that had sensitive personal information, which is technically a massive HIPAA violationBusiness Response
Date: 09/22/2023
September 22, 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 August 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 that MissionSquare Retirement lost legal paperwork related to requested action for an account with MissionSquare. Upon research into this matter, please be advised the issue has been resolved, the paperwork has been processed, and the outcome desired by the individual was achieved.
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:08/14/2023
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.
I requested a transfer of retirement funds to a new account months ago. I have filled out all the relevant forms (faxed and signed and confirmed by mission square). The funds have still not been disbursed and I have called numerous times (avg hold time of 30 min). When I call I get ridiculous reasons from the Rep like "oh we forgot to tell fund services to send the money". This issue needs to be resolved asap. This level of customer service is completely unacceptable. Again, this process started in March 2023....Business Response
Date: 09/19/2023
September 18, 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 August 2, 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 not able to reach MissionSquare regarding a request to withdraw funds from their account. Upon research into this matter, please be advised the issue has been resolved. The funds have been mailed via two checks to the individual as requested. One check has cleared their bank, and another is still outstanding.
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: 10/02/2023
[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.---------- Forwarded message ---------
From: ********************* <**********************>
Date: Mon, Oct 2, 2023 at 7:00 AM
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]>Hi - this issue has been resolved to my satisfaction. Thank you for your help.******
Regards,
*********************Initial Complaint
Date:08/10/2023
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.
This company keeps coming up with different reasons as to why they can't give me my money. Please help me get my moneyBusiness Response
Date: 09/05/2023
August
31, 2023Dear
Dispute Resolution Team:This
letter is in response to your letter dated August 10, 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
have not been able to receive a distribution from their account with
MissionSquare Retirement.
Upon
research into this matter, please be advised the issue has been resolved and the
individual received their 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:08/02/2023
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 contacting them since 10-2022 and I am told the same thing. The QDRO Dept is busy and my case is “under review”. I was told 2 weeks ago that it would be 5-7 business days and I will hear from them. I called even after the 5-7 business days and am now being told that it will be another 7-9 with no updates. It’s been almost a year with no solution and no direction. Their customer service keeps the QDRO Dept phone number a secret so I am unable to contact them directly to discuss. I’m tired of no direction, update, or communication. I’m contacting my attorney to push this with them and will also be making a trip to their company in person to find out what is going on.Business Response
Date: 09/15/2023
September 15, 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 August 2, 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 not able to reach MissionSquare by phone about a Qualified Domestic Relations Order (QDRO) update regarding her account with MissionSquare. Upon research into this matter, please be advised we are awaiting approval from the individual’s employer to process the QDRO. The individual has been informed the of this process and next steps.
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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