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Business Profile

Payment Processing Services

EQUI-VEST Processing Office

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Payment Processing Services.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint 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:10/15/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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 provided financial services (Retirement services) to the Town I worked for and I'm trying to get my money rolled-over to another company as a regular IRA as I retired in July, My Financial Advisor submitted paperwork the beginning of Sept and they had me correct two problems with the paperwork, one was our fault but on was a separation date from the Town, the page they were looking for that date did not list that as a question on the page so why would we fill in something they did not ask for. In any event we filled it in anyway and sent it back October 4, 2024 and I can't get anyone to return my calls or emails form the company. i was working with Genesis V****** and she is totally ignoring my correspondence.

    Business Response

    Date: 12/04/2024

     Because of privacy concerns, and in accordance with our standard opera??ng procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that we will provide a response to the consumer within the next 30 days which addresses the issues outlined in your correspondence. If you desire a copy of our response, please contact the consumer, or his or her representative. Please be advised that a response was sent to ****** ***** on November 18, 2024.  If you would like a copy of our response, please contact Ms. *****. Respectfully,        Doris S*****Compliance ProfessionalCustomer Relations Office8501 IBM DriveSuite 150, Mail Drop PS-16Charlotte, NC 28262P.###-###-#### |F.###-###-####***************** | **************************

    Customer Answer

    Date: 12/05/2024

    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:10/17/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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 a withdrawal check for a 403b coming my way. It was shipped on 10/9 via first class mail. I called twice verifying it was sent to the right address. They said, both times, it’d be 5-7 business days, understandable. I call today as it’s been 7 business days. No check. I call, and they say it’ll be 10-14 days. I told them that’s not what I was told. Completely irresponsible on their part. I need this money for home renovations and it’s being delayed on their part due to their negligence and miscommunication. I want them to send this money to me electronically asap. If I do not get this check by 10/20 I will seek legal action.

  • Initial Complaint

    Date:03/31/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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 3/6 I received approval from my TSA provider(teacher in a 403b) to process a rollover from by Equivest acct. Although the TSA provider stated that I would need no additional paperwork, I faxed a copy of the approval to Equivest on 3/13 after Jerrel stated I would also have to fill out their company rollover paperwork. On 3/23, I faxed all paperwork along with Vanguard acceptance ltr a new rep requested. On 3/28, contacted them again, as nothing was processed. Spoke with Tierra who stated she was missing the Vanguard acceptance letter. I didn't understand how only that one important piece was missing, however I faxed it again on 3/28. On 3/29, now concerned that they were not above board, I contacted them again to confirm receipt of the ltr Tierra stated was missing. I spoke with Mark who assured me that all the paperwork was received and due to the problems I'd encountered that he would rush it through to processing and it would be done by 3/31(Friday) and Vanguard would have the funds on Monday. On 3/31, I contacted Equitable to confirm that the rollover would be processed and spoke with Bri. She would only confirm that, yes, she had my TSA form and it was in processing.. I explained that I was aware that they had all the paperwork, as it was confirmed by Mark on 3/29, I wanted to know when it would be processed. I asked to be transferred to Mark. He stated that he remembered talking with me, but he couldn't find the Vanguard acceptance letter now. I asked how it is possible that he had all of the paperwork on 3/29, but not on 3/31? He stated that he never said he had all the paperwork. I told him that I have dealt with many investment companies over the years, but this is the first one I've ever had so many issues with losing paperwork and its confirmed receipt. He told me to email him the Vanguard letter again. I have to rollover more funds when I retire in June, and I don't trust this company anymore with its very questionable practices.

EQUI-VEST Processing Office is NOT a BBB Accredited Business.

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