Reviews

Review Details

• Review fromDan F

  Date: 07/14/2023

  1 star
  Terrible customer service. Accessing your funds is very time consuming and archaic. When speaking to someone on the phone, they are very condescending and arrogant. They are not a good customer service based company. Employers should look elsewhere for a firm to handle their retirement portfolios. READ the COMPLAINTS and put your money somewhere else! you will be better off!

• Review fromLili W

  Date: 07/12/2023

  1 star
  MissionSquare's new website at the beginning of 2023 showed the incorrect principal contributions to date. It was short under $10. I contacted them 5x through email and 1x through phone that took 2-3 hours for a person to pickup. The person couldn't help me and said will route me to manager and never did. Through email, it took 5 tries for them to tell me it's administrative fees, but no where on their previous statements did that fee appear. How would I know if I contributed my max contribution if they don't track my principal contributions and take fees out of my principal number? Most recently, they sent me an email that my June 2023 statement is available for viewing. I log in and there's no statement available. Don't trust this org with your hard earned money.

• Review fromAshley V

  Date: 06/18/2023

  1 star
  The customer service is extremely awful and unhelpful. I was trying to roll my 457 from my previous employer into my new employer's pension fund, to purchase previous retirement time tax free. After two months of going back and forth with customer service, I was forced to cash out the policy due to time constraints and they ended up withholding taxes. Not only did I have to scramble to come up with the difference, that tax payment won't be refunded until next year. I followed up a few weeks later after requesting to roll by 457 amount to find out that nothing was done to begin the process, due to time constraints I started to follow up daily to check the progress. Each day was a different rep and each day was a new reason why nothing has been processed. I had to resubmit the paperwork to them each time. I submitted new paperwork at least 25 times over the course of 2 months each time changing 1 minor thing. The last representative that I spoke with started to give me attitude and was super rude with me on the phone when I questioned her on why I was given a different reason the day prior as to what needed to be changed on form. The last reason I was given was that they needed a signature from my previous employer to process, so I called my former employer and they informed me that when they tried to contact them to provide the signature they refused to deal with them because I was no longer employed by them. So I needed a signature that was impossible to get. I was forced to just cash out, they withheld undue taxes, that I now have to file a refund for, and was forced to find a way to make up the 20% they withheld. This company is very unprofessional and unorganized. Their internal systems are broken. Do not invest with them they will do everything not to release your money, they really should be investigated by the IRS for fraudulent practices. I have since closed all accounts with them and informed my current employer to never use them in the future.

• Review fromMarcia P

  Date: 05/31/2023

  1 star
  I have been dealing with this company for over a year trying to process a QDRO. I have completed all their required paperwork, sent in my court ordered QDRO paperwork, and the judge's signature on Mission Square's paperwork, but haven't heard anything back from Mission Square on the progress of this QDRO. Customer service representatives aren't able to assist much due to lack of their access, supervisors aren't able to assist because they are customer service supervisors, and I am told the QDRO department only has one person in it. When asked if I can be transferred to the QDRO department I am told they can't transfer me because it is only an internal phone number, but they can send a message on my behave and have someone reach out to me. I have yet to have anyone call me. I have sent messages through the secure messaging system to only be sent automatic replies that someone will reach out within 15 business days. I have been getting these replies for months, with no response or update on the progress. This company has very poor customer service and lack of communication. I understand the process takes time, but a year, with no responses/contact, is unacceptable.

• Review fromKarin D

  Date: 05/22/2023

  1 star
  I have an account with MissionSquare and requested in Jan 2023 to have them start paying me a set amount every month, starting in April. I send in all the paperwork, one of the pages was requesting a voided check from my bank, which I don't have or use anymore checks. I called customer service and the lady I spoke with told me that it was no big deal and just to fill out the page with my bank information. I did that, but when April 15th came around there was no money in my account. I waited a few days and then called customer service to see why I didn't get my money. They told me they send a check and there was no bank account information on file. They emailed me a form, I filled it out and emailed it back on April 18th, I didn't get the check until April 21th . Fast forward to today, May 22nd, no check or deposit into my bank account. This morning was my 3rd time calling MissionSquare, according to customer service there was a check send on he 15th and it took them 22 days to enter my bank info into the system. So I told the lady today to cancel the check and to deposit the money into my bank account. She said it will take 7-10 business days. Absolutely ridiculous, that's what that company is. I think I would have been better off stuffing my money under my mattress. They DO NOT care if you have bills to pay, that became clear to me when I spoke to the numerous customer service reps. They DO NOT give a rats behind and their attitude is terrible. Hopefully I will get my money next months, because I would hate to have to call again and be subjected to another "rude" and "unprofessional" representative who have no clue what they are talking about.

• Review fromTiffany M.

  Date: 05/01/2023

  1 star
  The last payroll deduction to pay off my loan that I took out against my 457b account was January 15, 2023. I have been trying to take out a new loan since February, but everytime I call ICMA I am told that I still owe on my loan and that I can pay it off to take out a new one. I have been back and forth between payroll at my place of employment and ICMA for 3 months now and still the payment that was deducted out of my paycheck on 1/5/23 has not been applied to my account. I call ICMA once a week and everytime I hear give it a few more days. I am livid at this point and I want my last payment posted asap. I am in an emergency. I would not recommend this company at all.

• Review fromEric E

  Date: 02/27/2023

  1 star
  Absolutely abysmal customer service from the local Florida representative and from the call center. Always over an hour on hold with the call center just to get an operator who cannot address the issue. They just take information, say someone will be in touch, and nothing ever happens.
  A very poorly run operation from a local representative who is unreachable and does not return messages to a corporate call center which will only raise your blood pressure.

• Review fromMARK W

  Date: 02/14/2023

  1 star
  ICMA changed name to MissionSquare Retirement. 2/13/23 I called customer service 8:30am & was on hold until 4:30pm & they automatically hung up. I was never able to speak to anyone, including when participating in the "call back" process which I did twice before after waiting four hours in Jan and 4 hours in Dec & each time I got tired of waiting on hold & chose call back option & niether time did I receive a call back. I called on Jan 14th after 40 minutes on hold an agent answered but could do nothing other than foreward my issue up the ladder which did help a little later & unlocking my account too. Later I attempted to make an on line fund transer & their website never allowed my SAMSUNG A-51 ANDROID phone to log in to my account. I called customer service to make a fund transfer & it took 90 minutes & days trading ended. Agent was ill & totally unfamiliar with their process & funds. Instead of simply transferring funds from one fund to another agent did an asset recalculation for each of 4 transfers individually. Online a simple percentage fund to fund transfer between funds is easiest but instead agent recalculated what each fund held as a percentage of whole accounts grand total! I was informing agent to do it as any individual can do online via fund to fund percentage transfer. What took my spouse 15 minutes to do first time day before online took agent at least 75 minutes, & that's after I directed agent to my active account rather than my inactive closed account. Agent was totally unfamiliar with any funds of this company & I kept being told no such fund exists even when I gave ticker, their own numerical 4 digit fund ID # & complete name of the fund I was invested in.

• Review fromStephanie T

  Date: 12/19/2022

  1 star
  I requested a transfer of retirement funds from my previous employers account with them to a new one. I attempted to message through secure messaging, as well as connect with someone by phone. I was never able to speak to anyone, including when participating in the "call back" process. When I reached out to the plan representative by email, he was unhelpful and unfamiliar with the process and suggested I attempt to contact them again. When the company did finally respond to my request through secure messaging, they simply reiterated the process for submitting a form to withdraw funds, a process and form I had already completed. Within a month of multiple attempts to contact and complete this process, the issue is still unresolved. The customer service is unbelievably poor and it's unacceptable that anyone should have to spend this amount of time to access their own financials.