Having been a client for 55 years and a former employee, I feel I know the organization quite well. This year marked the start of my payments from my retirement funds, and the experience has been incredibly disappointing. Last December, I converted my retirement savings and executed documents to unlock certain funds and transfer part of their value. Unfortunately, this process was not completed until February. As a result, my annual minimum payments were affected without my knowledge, leading me to withdraw too much from one product and insufficiently from others. The organization insists I must withdraw more to meet regulatory requirements, which I do not wish to do. The issue remains unresolved after a month. A straightforward solution would be to backdate the unlocking process to align with my original intentions, yet they seem unable to grasp this. Attempts to address this through their brokerage service were unsuccessful. I reached out to the executive overseeing the relevant department, who escalated the matter, but it remains unresolved. I even contacted the new CEO, who redirected the issue to the same department, yet there has been no progress. It appears that the individual handling this does not understand the situation, fails to respond promptly to emails, and lacks the authority to resolve the issue. My efforts to escalate this matter seem to go unnoticed. Lastly, there seems to be a lack of accountability at the organization; when problems arise, no one takes ownership, and problem-solving skills seem weak.
Claim your business profile now and gain access to all features and respond to customer reviews.
