ComplaintsforJNC Resource Partners

• Initial Complaint

  09/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is my second complaint against TCG ADMINISTRATORS, HUB INTERNATIONAL AND JNC PARTNERS, to be clear the same company operating under many different names. It appears that they change their name and remove their business page from the BBB after that receive a number of complains. Once again they are refusing to return phone calls, and withholding my money and information related to my account. I will not be calling because they said they'd call me. Here's a list of people who have refused to help me this time, *************************, ***************************, ***************************** and ultimately ******************************* and some guy named ***** who is the person who signs on the dotted line, he and ******* work together somehow. I guess ***** is still withholding his signature again. Last time I filed to release funds it took him over a month to sign the paperwork. However, after I filed a complaint he signed it the next day. So, here we go again. These people are deeply entrenched in shady business.

  Business response

  10/02/2023

  The distribution request is pending because the address provided on the distribution form does not match the address on file so for security purposes we must verify the address is correct to process the distribution request.   Our company name, website, phone number and address have all been the exact same for the last 15 years so the allegation that we have changed our name is incorrect.   I can be reached directly at ************ if the participant would like to reach out to me directly.   

  Customer response

  10/02/2023

  Complaint: 20677435
  
  I am rejecting this response because: on August 12, 2023 ******************* said they'd call if I have questions. Historically reaching out to TCG/HUB/JNC has taken hours of waiting on hold. I have asked for a call and provided a number for them to call me back, and they ignored it. Furthermore, I have no idea who "me" is. When I searched for TCG, because in all of my dealings with them the name jnc has never shown up, on the BBB website the other day it and my former complaint no longer exists! I expect a call back and a clear explanation on what to do regarding this address issue that they've created. Thank you sincerely BBB for your efforts.
  
  Regards,
  
  *******************************

  Business response

  10/03/2023

  JNC isn't our name which is why the participant cant find this in a search.  JNT Resource Partners has been our legal name for 20+ years and we have been DBA TCG Administrators for 15 years.  The client can schedule a call at a specific time with our customer service team on our website at tcgservices.com or they can reach a live rep from 8:00 AM Central to 7:00 PM central Monday through Friday.  As prevoiusly indicated as soon as the client confirms the mailing address provided on distribution form (which doesn't match what we have in our system) we can process the request.   

  Customer response

  10/03/2023

  Complaint: 20677435
  
  I am rejecting this response because: TCG/JNT/JNC/HUB has already stated that they will call me should I need help. I'm not sure why we keep going back and forth about it. I've attached the photo of the email where they said, "if you need help we will call you." I expect a call to confirm whatever information you need or I can confirm through electronic messaging. I've attached the photo where ************** stated they'd call if I need help. I need help because you still have not released my money to me. You are once again intentionally withholding service and refusing to do what you said you would. You all should really be ashamed. If you continue not to help me and Withhold my Money I will continue to complain both here and through any other means necessary.  That is a certainty.
  
  Regards,
  
  *******************************

  Business response

  10/04/2023

  ******* left the phone number section of our distribution form blank.  If she wants to provide me with a phone number I will be happy to contact her directly or she can reach me directly at ************.  

  Customer response

  10/05/2023

  Complaint: 20677435
  
  I am rejecting this response because: I need an email address and name to send you my contact details.
  
  Regards,
  
  *******************************

  Customer response

  10/05/2023

  Complaint: 20677435
  
  I am rejecting this response because: you still have not provided your email address or any other identifying information. You have my number because I have sent it to you multiple times via email and **************** called months ago. I also sent you an updated contact number. For the record the address is confirmed. You have wasted a another week running me around. You sent the exact same message twice knowing full well that this the BBB advises not to send personal information through this channel. 
  
  Regards,
  
  *******************************

  Business response

  10/06/2023

  My email address is ************************** and my phone number is ************.  If you want to provide a phone number I am happy to contact you as well.  

• Initial Complaint

  05/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Back in March of this year we contacted TCG which is also know as JNC Resource Partners regarding the transfer of my retirement account they manage into a current account that I have with the *** I am employed with. I have submitted documents such as spousal approval and 403(b) Plan Transaction request (Submitted twice) only to be told my request is on hold. This is exactly what I was told in early April after I made my initial request. No one from JNC Resources/TCG is consistent with the information that has been shared with me each time that I call, for instance, each time I call and can finally get someone on the phone I am given a entirely different set of instructions and the person on the line has no inclination of what the last person did or said. this has been roughly 60 days and I still haven't been able to get a clear answer as to why my retirement funds can't or haven't been transferred when all of the requested/required documentation has been provided.

  Business response

  05/15/2022

  Attached is a timeline of events showing the paperwork was processed in accordance with our procedures but the paperwork was not completed correctly initially.  We dispute the claim that multiple reps gave different sets of instructions and can provide recorded copies of phone calls if desired, although those calls aren't being posted here without request since they contain clients personal information.

   

  March 16th - Participant emailed to TCG Administrators the *** Equitable 'Transfer, Rollover or Contract Exchange" form and the *** 403(b) Plan Transaction Request form. 
  March 22nd 12:47 PM- Request was delayed because processing needed to confirm the type of account with *** Equitable and what Employer it was under. The participant received both email and text notification of delay.
  March 22nd 1:35 PM - Rep and Participant called to verify the Equitable account is a 403(b) and it is under Arlington ISD. 
  March 24th - Request was delayed because the Participant checked off Direct Transfer on Equitable paperwork when they should have selected Rollover. The participant received both email and text notification of delay.
  March 29th 8:00 AM - Updated Equitable paperwork was received with Rollover selected instead of Direct Transfer. 
  March 29th 10:41 AM - Request signed and faxed to Equitable and also emailed to Equitable Rep.
  
  
  March 31st - Participant emailed only ******************* paperwork.
  April 1st - *** emailed the participant asking them to submit a *** 403(b) Plan Transaction Request form.
  April 7th - Request delayed for a *** 403(b) Plan Transaction Request form.
  May 11th - Participant called and was sent another *** 403(b) Plan Transaction Request form. *** made the connection that the ******************* paperwork most likely belongs with the *** 403(b) Plan Transaction Request form and *** Equitable paperwork that was approved previously. 
  
  
  May 12th 9:35 AM - Participant emailed another *** 403(b) Plan Transaction Request form with an updated date.
  May 12th 11:42 AM - Participant called in and provided verbal authorizations to make changes to Section C of *** 403(b) Plan Transaction Request form to send paperwork to ******************* instead of *** Equitable.
  
  May 12th 11:48 AM - **************** notified manager via email that they wanted my assistance with the paperwork and asked me to review it.
  May 12th 4:23 PM - Request was delayed because the ******************* paperwork was marked for Direct Transfer/Exchange. The Participant was notified via text of delay. 
  May 12th 4:31 PM - management reviewed email from **************** and reached out to Distributions to have them review the paperwork (I did not see they had already delayed it at 4:23PM).
  May 13th 7:54 AM - Request was signed and sent to *******************. Processing made an error when signing and did not see Direct Transfer/Exchange was selected on ******************* paperwork. I reached out to ******************* at this time and asked them to disregard the first fax which they acknowledged they would disregard since it was signed incorrectly.
  May 13th 10:23 AM - Management called the Participant and left a voicemail so management could ask for her verbal authorization to edit the ******************* paperwork.
  May 13th 10:31 AM - Participant emailed and authorized *** to edit the ******************* paperwork to read as a Rollover and not a Direct Transfer/Exchange.
  May 13th 12:06 PM - ******************* paperwork was updated to read as a Rollover. The signed *** 403(b) Plan Transaction Request form, the signed ******************* paperwork and the signed *** Equitable paperwork were faxed to ******************* at this time. 
  
  
  The request is complete as of May 13th at 12:06 PM

*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. ↩