ComplaintsforRetirement Focus Service Center

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The account holder is my father, ***************************. On May 15, 2024 I mailed a ***** of ******** because they said it was necessary to have this document on my file to change my fathers mailing address. On June 17, 2024 I called back same number ************ and they stated that they had to talk with my dad and they did. My dad has Alzheimers and vascular dementia. He couldnt even verify his identity over the phone. Thats why I mailed a power of attorney. I needed to update my fathers mailing address. A month later, nothing received yet and I was asked to mail it again. Looks like they are just sitting on this. Address still needs to be updated. POA was mailed again. Nothing to do with money. Just the hard to time that they gave me as if Im trying to steal. My dad lives in a nursing home and Im trying to update his address to avoid any issues in the future, when he reapplies for benefits for nursing home living Otherwise known as long-term care.

  Business response

  07/11/2024

  ***** of ******** sent in *** was never received. First received POA on 6/20/2024, it was forwarded to our legal department for review and approval. The address change was processed on 6/6/2024. The complainant was informed on 6/28 that address has been updated. 

• Initial Complaint

  05/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I retired from *****, I have been receiving reimbursements for my supplemental health insurance payments. I sent in a reimbursement request form on 3/8/24 , for myself and my wife. Partial funds were deposited into our account totaling $330.00, the correct amount should be $473.00. We then received a letter dated 3/22/24 from the reimbursement department stating the additional documentation was needed. We sent this information back with a letter and our current reinstatement for the month of April which should have been refunded to me on 5/1/24 it wasnt. My wife and I called the number on the letter **************, we talked to at least for different representative and was told we didnt have a account, or we were hung up on or just left on hold. I have been receiving reimbursements deposited in my checking account for over *************************************************************************** March of this year.

  Business response

  05/21/2024

  The information **************** provided is not accurate. We thoroughly reviewed ******************** phone call and email records, reimbursement claims documents and payment history. Based on our review and subsequent follow up, **************** and his spouse's phone calls were properly handled and they were correctly counseled regarding their claims for reimbursement. Please note, spouse *************************, is the individual contacting USI on behalf of *************************** however our records show she is not an authorized representative and does not have agency granted through a ************* of ********* For security purposes, USI does not speak with anyone who does not have the proper authorization in place or verbal consent from the Plan participant to obtain account and benefit information.  

  1) Our records and recorded phone calls confirm that at no point was **************** or his wife told by USI customer ********************** representatives that they were unable to locate his "account". **************** and his wife contacted our offices on 5/1/2024 at 1:34pm (PST) and incorrectly selected the wrong call prompt option which routed his call to a pension customer ********************** representative. The pension customer ********************** representative made three (3) attempt to transfer his call to a customer ********************** representative in the correct department but all of the customer ********************** representatives were on other calls. **************** was provided with the option to either wait on the line for the next available representative, or "hold" his place in the call queue receive a callback when it was his turn in the queue. **************** opted to hold his place in the call queue and wait for a callback. Our records show **************** did not input his callback information upon being transferred to "hold" and he immediately disconnected his call. This meant he did not correctly follow through, as advised, for a USI customer ********************** representative to call him back accordingly. 

  2) **************** and his wife called back again on 5/1/2024, forty five (45) minutes after disconnecting their initial call. According to our records, Mr. and ***************** were correctly informed regarding the status of their last reimbursement payment, and were properly counseled regarding the outstanding information necessary for their reimbursement. ***************** confirmed on 5/1 that she understood what was needed and would send in the requested documents. 

  3) On 5/2/2024 **************** and his wife called in before the ***** customer ********************** line was open and they was asked by a customer ********************** supervisor to call back during normal business hours. Prior to 5/1/2024, the last phone call received from **************** was on 4/4/2023.  

  4) Subsequent phone calls were placed to **************** on 5/13/2024 and 5/14/2024 to respond to their BBB complaint. We spoke to **************** and his wife on 5/14/2024, and again correctly informed them regarding the status of their last reimbursement payment, and properly counseled regarding the outstanding information necessary for their reimbursement. ***************** confirmed again on 5/14 that she understood what was needed and pledged to send in the requested documents. 

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ****** get my money transferred to my bank after repeated attempts and promises

  Business response

  04/02/2024

  Good morning.  Our ******* is the recordkeeper for a 403(b) Plan in which the complainant had an account. The complainant submitted a completed distribution request form to take a withdrawal from his account as he is no longer an employee of the *******.  We received his form on February 27, 2024.  Our system was still showing him as active and we did not have a termination date so we worked directly with the Plan Sponsor of the 403(b) Plan (and his former employer) to obtain this information and their approval to process the distribution request.  We received this approval on March 4, 2024.  We processed his request and a check was sent to his rollover ******* on March 6, 2024.  One week to get everything processed and submitted is within our client service standard as we do not hold the money directly.  All assets in the 403(b) Plan are invested in mutual funds and held at an outside Trust, who issues the check.

  The complainant did mention that he made repeated attempts.  Looking back at the records, I see that he did submit a form back in April 2023, but it was not our required form.  The correct form was sent to him to fill out at that time, but we did not receive it back until February 2024.

  No further action is needed.  The complainant has taken a complete distribution from his account and the balance now shows as $0.  The check was sent directly to his IRA ******* using the directions provided on his distribution form.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am trying to get an estimate of my pension when I retire in a year or two and I can't get that. I keep getting the run around...I am not even asking for the money yet...I just want to know how much I am getting so I can plan accordingly. I mailed in the appropriate paper work as there was a quadro involved and was told I would hear from the company (Retirement Focus service Center in **********, ********) in **** business days..it has been over a month. I have called three times and keep getting a run around. Twice the person has said "I can no longer hear you" and the call ends. This is infuriating and shouldn't be happening. How is this even allowed to happen?? Please help.

  Business response

  09/14/2023

  Hello, 

  Please see the attached response. A copy was also mailed to the BBB office on 9/14/2023 from **********, **. 

   

  Thank You! 

  Customer response

  09/15/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am having issues getting my retirement payments from the company Retirement Focus ***************) for the last 3 1/2 months. I retire from my company on Oct. 28,2022 when speaking with their service reps. all I get is they are working on it. And they need to check with upper management on the issue. And they will give me a play date has if my money will arrive in my checking account on that date. Please help with this issue.My ex company name is below, and all of files are with Retirement focus.Wolverine World Wide ****************************************

  Customer response

  01/31/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Entered by BBB staff LO Consumer states she received a letter in May that she had retirement funds due to her. Consumer states she retired 12/22/2021. She called their call center and was told they would send her forms to fill out. She took the forms to her financial advisor, filled them out and sent them to the business on 6/14/22. The consumer states she had not heard from anyone so she called the business to asked if they had issued a check. The consumer was told on 6/14/22 that everything is in good standing. The consumer had not received a check into July so she called the business again and was told she was missing a form which no one told her. The consumer has been trying to contact a supervisor, she was able to speak to one on 8/17/22 and she told consumer she would get with administration to find out why they held onto the check until the interest rates went up. Consumer was told she would get 2 phone calls but no one contacted her. Consumer called again on 8/22/22 and was told she would be getting the original lump sum and the check would go out on 10/1/22 because it wasn't done by the 15th of the month. On 8/26/22 the consumer received a call from the same employee who said she would be getting the original lump sum. The employee told her a letter would be coming out to her explaining why they lump sum of the gross amount went down and then the check would be sent to her on 9/1/22. The consumer received the letter and it was dated for 8/17/22 when the matter was still supposed to be getting looked into.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have been trying to rollover 401k from RF to new 401k for 3 months. Issues with first check caused new 401k to bounce the check back to them. Nobody notified me, found out when I asked for status after 1 1/2 months. Got everything cleared up and requested second check be sent out at end of second month and was told it would be mailed in 2-3 days. A month later contacted RF again about status and they said it had not been mailed out but would go out within the week. It's been a week and still no change. I've been polite with customer ********************** because I know it is not their fault, but they are often rude and have hung up on me multiple times. I just want my 401k invested in the new account and to be done with this process. I started the process with another 401k at the same time and the entire process was resolved within the first month. Why is it so much more difficult for them to complete this request?

• Initial Complaint

  02/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I began the process of requesting a lump sum distribution from an old retirement account at the end of 8/2021. I have contacted them monthy and each month am told the payout will be the beginning of the following month. I have escalated the matter to one of the supervisors and he told me my payout would be **** business days from 1/27/22. I have yet to be paid. They have told me numerous times my paperwork is in order and my account numbers have been double checked.

  Business response

  03/09/2022

  See attachment.

*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. ↩