Charlie's Drain Service

Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ Contact Name and Title: Celia [redacted] Contact Phone: [redacted] Contact Email: ***@mtrustcompany.com Millennium Trust takes complaints seriouslyIt is our goal to use all forms of feedback to continuously improve our products and services We investigated the issue reported and we believe it has been resolved to our client's satisfaction We processed our client's online rollover distribution on June 15, On June 30, 2015, we received our client's rollover paperwork to sign but our client's last name on the form did not match the last name in our recordsWe requested documents and confirmed our client's name changeOur client fully cooperated and quickly provided us with additional documentsOur records indicate that on July 2, 2015, we mailed the signed rollover paperwork to the client's address of recordOn July 14, 2015, the client contacted us and informed us that she had not received the signed rollover paperworkOn July 14, 2015, we mailed a second copy to the address of record; and we confirmed on July 20, with our client that it was receivedWe appreciate our client's cooperation in resolving this matter

Millennium Trust takes complaints seriously and it is our goal to utilize all forms of feedback to continuously improve our products and servicesWe have fully investigated the issue reported and believe the issue is being resolved It was our client’s responsibility under his account agreement to provide us with current valuations for the private stock he held in his account Millennium Trust does not offer or provide valuation services for this type of alternative investment In 2013, Millennium Trust closed this client’s account because he had not paid his account fees His private stock shares (not cash) were distributed in-kind to him when the account was closedThe originally issued for the distribution correctly reported the most current valuation Millennium Trust had received at the time of distribution, in accordance with his account agreement Over two years after the distribution, on November 2, 2015, our client provided us with documents showing that a stock split had occurred prior to the distribution which resulted in a decrease in his private stock value Based on this new documentation, Millennium Trust can submit a revised [redacted] for A fee payment may be required in advance, however, as it was the client’s responsibility to pay his account fees and to ensure that accurate values for his private stock were provided to Millennium Trust on a timely basis

Millennium Trust takes complaints seriously, and it is our goal to utilize all forms of feedback to continuously improve our services We have fully investigated the issues you reported regarding your efforts to access and transfer your account It does not appear that our records agree with the information you have reported to the Revdex.com We have been in contact with you, and we have provided you with instructions on how to transfer your account You are free to transfer your account at any time, as long as we receive the documents and information required for processing First, we should clarify that we hold an individual retirement account (IRA) for you, not a 401(k) You were a participant in a 401(k) plan sponsored by your former employer Most 401(k) plan documents contain language giving the plan sponsors authority to cash out or distribute funds for missing or unresponsive plan participants Under certain circumstances, 401(k) plan sponsors may establish an IRA for a former employee participant and distribute that participant’s funds from the 401(k) to an IRA Putting the funds into an IRA maintains the tax deferred status of those retirement assets until the rightful owner is located or is ready to direct other actions In 2014, your 401(k) plan sponsor must have determined that you were either missing or unresponsive to the notices they sent to you regarding your 401(k) options; and therefore, your 401(k) plan sponsor established a rollover IRA for your benefit with Millennium Trust During the establishment of your rollover IRA, Millennium Trust received the last known address on file with your 401(k) plan provider We sent a welcome letter to you at this address in July The mail was not returned as undeliverable In 2015, we ran your address through an address verification process and the results showed that you no longer lived at the last known address on record In March we searched for you We mailed a post card to you at an address discovered through our search processes Our records show that you contacted us online in March in response to receiving that post card That is the first record we have of receiving contact from you Our records show that we called you on 3/18/and left a voicemail message We do not show any record of receiving contact from you again until 5/5/at 5:PM We called you back the next morning on 5/6/and provided outgoing transfer instructions and a link to our online account application We followed up with you by phone and email on 5/6/16, and one of our representatives provided you with her direct phone line for anything else you might need If you wish to take steps to transfer out your IRA, you should contact your new IRA provider and ask them how to proceedThey should have you complete a transfer form, which they will then sign and send to us for processing We will then need to verify your identity, as required by law, before we can process your outgoing IRA transfer For additional guidance on the process, please contact our client service representatives again by phone or email

Millennium Trust provides services that help Americans save for retirement We believe in the importance of what we do, and we work hard to find and reconnect people to retirement savings they left behind.Like any business, we charge for the services we provideWe do not provide advice and we do not direct your investments For your IRA, Millennium Trust charges an annual custody fee and a search fee to locate you if we become aware that your address of record is out-of-dateYour automatic rollover IRA was established in July for you at Millennium Trust by your former 401k plan provider To establish your IRA, your 401k provider agreed to the IRA fees and directed us to hold your funds in an FDIC insured cash money market designed to preserve principal Your 401k plan rolled over $to your IRA We discovered that the address provided to us by your 401k plan was out-of-date, so we searched for you We found a potential new address through our search efforts, and we mailed a postcard to you in asking you to contact us to claim your funds You first contacted us in 2012, and we explained your IRA options You did not take any action to claim your account, make investments, or move your fundsYou contacted us again in and we sent an online link to you, through which you can complete the forms required to take ownership of your account and verify your identity as the rightful account owner You did not take action You contacted us next in 2018, and we provided you with a link to the online forms againOur records indicate that you have not yet provided the documentation we need to verify your identity as the rightful owner of the IRA to take control of your accountAs a first step, please complete the process to take control of your account As a gesture of good faith, we have already reversed the search fees for searches conducted after We are very sorry that you are not satisfied with our fees You do have options available to you to grow your retirement fundsYou may add funds and direct investments to grow your retirement savings, or you may choose to consolidate your funds into another IRA or 401k plan You may even choose to withdraw your funds and pay taxes and the IRS early withdrawal penaltyWhatever path you determine is right for you and your retirement savings, please contact our client service representatives for any additional help you may need to start the process by taking control of your account through our online forms

We take all complaints seriously, and we appreciate all client feedbackWe have reviewed your account records Your automatic rollover IRA was established for you at Millennium Trust by your former 401(k) provider As you stated, we first spoke with you in July and we received your distribution paperwork later that month Our client service reps explained the distribution process and stated that it would take to days to close your account because you were directing the liquidation of your annuity Millennium Trust does not issue annuities (nor offer/sell any investments), and the length of time it takes for the annuity issuer to liquidate and remit payment to us is beyond our control Generally, we find it takes to days before we receive liquidated funds from the annuity issuer Once the funds are received, we can distribute the funds to you and close your IRA We are not charging or accruing additional fees to your IRA during this timeOur call center staff can see that paperwork is received, but they do not review the paperwork We understand your frustration in having confirmed our receipt of the driver’s license only to later be told that the fax was illegible We are working to create a better process to ensure our clients know of any issues such as this much sooner, and we appreciate your bringing this to our attention After the initial call from you in July 2017, we received several calls from a woman who claimed she was a man and falsely claimed she was you Your account was then flagged for identity theft and placed under high scrutiny for all transactions After reviewing all of your calls, we believe the woman claiming to be you was the woman on the phone with you during the initial call you made to us in July We have not lost $for your account, as you’ve stated We were authorized to deduct certain IRA fees under the agreement we have with your former 401(k) provider to establish your automatic rollover IRAWe deducted the agreed upon fees at account opening Your former 401(k) plan provider directed the initial investment of your IRA into an annuity The value of your annuity has actually increased since the initial investment was made As a gesture of good faith, we will refund your IRA fees and expedite your payment at no additional cost, once we receive your fundsWe will complete the processing of your distribution as soon as we receive the funds from your annuity issuer Thank you again for taking the time to provide us with feedback We hope our actions and this response resolves all your concerns We wish you the best with your future retirement planning

We care about our clients, and we immediately reviewed your account once we received notice of your issue As you wrote, your account was established at Millennium Trust for you in Your account was invested in a money market account Annual service fees were deducted according to our agreement with the plan provider who established your account for you We can provide you with a history of your account, including interest payments and fees, if you would wish If you had maintained current contact information with your prior plan, they should have notified you before they established your account with us Our records indicate that they may not have had current contact information for you, because we searched for you for years before we found you We conducted searches and sent notices to the best potential addresses for you in 2008, 2012, and You responded to our search effort notice in 2016, and we were then in contact with you by phone and email You submitted an online distribution form to us, but your last name did not match the name on the account At the end of the online process, you were asked to provide documents to verify your name change and confirm your identity We sent a follow up email to you asking for name verification documents, but we did not receive a response We received your calls and we called you back, but there was no voicemail set up As a gesture of good faith, we have already talked to you about reversing some prior fees, and we believe you were happy with this resolution Please continue to work with our reps directly so that we can finish verifying your identity and promptly complete your distribution Please understand that laws under the US Patriot Act require us to verify the identity of every client before allowing them to take control of their accounts We want to get your funds to you as quickly as possible, but we need your help with identity verification before we can complete the process We wish you the best in your future retirement planning

Initial Business Response / [redacted] (1000, 5, 2015/08/06) */ Contact Name and Title: Sharon ***, Compl Analyst Contact Phone: [redacted] Contact Email: s@mtrustcompany.com Millennium Trust takes complaints seriously and it is our goal to utilize all forms of feedback to continuously improve our products and servicesOur clients' satisfaction is our number one goalWe have fully investigated the issue reportedWe did ship our client's card by overnight delivery after processing, but it appears there was some confusion about the shipping dateAs with any online order, processing is required before shipping occursProcessing can sometimes take a few business days to complete, as it did hereWe did not provide an option for overnight processingWe only provided the option to ship by regular mail or overnight after processingWe have contacted our client and confirmed that she received her card on July 31, We believe we have now resolved the issue with her directly

Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ Contact Name and Title: Celia C [redacted] Contact Phone: [redacted] Contact Email: ***@mtrustcompany.com Millennium Trust takes complaints seriouslyIt is our goal to use all forms of feedback to continuously improve our products and servicesWe investigated the issue reported, and we believe it has been resolved to our client's satisfactionOur client's online access has been established We provided the online enrollment web access link to our client at her request on July 23, Our records indicate that our client attempted to enroll online on July 29, and July 30, using a different email address than what she previously provided to usThis caused the enrollment process to fail because our client's identity was not verified during enrollmentOur client informed us on July 30, that she had not received an email confirming her online enrollmentWe instructed our client to complete the online enrollment again using the email address she originally provided for the accountOnce our client did this, the enrollment system was able to verify her identity and complete her enrollmentOur client received a confirmation email and online accessWe apologize for any inconvenience to our client, as we had to troubleshoot the issue to determine why the online enrollment was failing originally

We appreciate the time you took to report the delay with your recent distribution. Your distribution was completed on June 22, It did take two business days longer than expected, and we apologize for the delay Your IRA was opened at Millennium Trust for your benefit by your
former retirement plan provider on May 3, 2016. The address they provided to us was found to be invalid, so we searched for you. Our records show your first contact with us was on April 25, 2017. On April 27, 2017, you requested a statement on your account, and we provided it to you by email the same day. We received your distribution request paperwork on May 1, 2017. We discovered that the ABA number you provided in the wire instructions was incorrect and the W8-BEN form was incomplete. We received all of the missing information by May 30, 2017, and we informed you that the distribution would be completed within 10-business days (June 13-June 20, 2017) from that date. We left a voicemail for you on June 6, 2017, asking you to call us back. We needed to inform you that we could not honor your withholding election due to regulations requiring a higher withholding rate, and we also wanted to confirm that you were aware of the wire fee. You called us on June and June to check on the status of your distribution; and it was our error that the client service representative you reached did not confirm the withholding or fee information with you at that time. We called you on June and left a voicemail asking you to call us back. You called us back on June and we confirmed the withholding and fee. We completed the wire to you that day We have reviewed the fees on your account. There were no fees charged to your account during the processing of your distribution. Your annual fee was automatically charged to your account on May 1, 2017; and as a gesture of good faith, we will be reversing this fee and forwarding that amount to you We take all complaints seriously, and the issue you reported has been reviewed by management. We care about our clients and we strive to provide excellent client service. When we fall short of that goal, we find ways to change and make improvements. We will use your situation to make improvements to our internal processes and communications. We sincerely appreciate the time you took to report this to us, and we wish you the best with your future retirement planning

Millennium Trust takes client complaints seriously, and we acted quickly to investigate our client's complaint. Our review confirmed that no one at Millennium Trust lied to this client; and in fact, the client's transaction was processed in a timely manner. Our account records show
that our client first contacted us on 3/21/16. Our client submitted an online distribution request two times, which resulted in fees being charged to her account twice - once for each online transaction she submitted. We noticed the duplication that resulted from her two submissions, and we had to reverse the duplicate fee to her account before we could complete her distribution transaction. Millennium Trust's regular business hours are Monday-Friday, and we were closed for Good Friday. We completed the fee correction and processed our client's distribution on 3/28/16, which was four (4) business days after the client first made contact with us

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I did move and changed my address and called them to straighten this out as soon as I got the letter from Millennium. My main complaint is that every time I talked with them, everything was okay and I would be receiving my funds. Then I would get a phone call requesting more piece of information and when I would ask if they needed anything else, I was never informed of any other issues that needed to be solved, which ended up dragging this process out for months. I do feel that if the Revdex.com had not interceded, I would still be waiting for my funds
Sincerely,
*** ***

Millennium Trust takes complaints seriously, and we have fully investigated these issues. One of our client service representatives will be contacting you this week to discuss and fully resolve your situation. We care about our clients, and we are here to help wherever we can
You held a retirement account that was established for you at Millennium Trust. In 2017, the distribution form you completed provided the following choices: “I am a U.SCitizen / U.SPerson (including Resident Alien)” or “other”. You selected "other" which triggered a request for IRS Form W8BEN. Millennium Trust cannot provide tax advice, so we cannot tell you if you qualify for tax withholding purposes as a “U.SPerson (including a resident alien).” Like our distribution forms, the language on IRS Form W8BEN you submitted to us states, “Do NOT use this form if: You are a U.SCitizen or other U.Sperson, including a resident alien individual.” We understand, however, that in your tax advisor informed you that you qualified as a “U.SPerson (including a resident alien)” for tax withholding purposes in 2017. Your distribution was completed in according to the information you submitted; and by the time you contacted us with the information from your tax advisor in 2018, the tax withholding had already been sent and reported to the IRS. We were unable to retrieve the withholding payments previously submitted to the IRS; however, you should receive any overpayment due to you when you file your U.StaxesWe sent a written explanation to you in April 2018, upon your request. You asked us to change the withholding and distribution reporting that we filed with the IRS based on the information you submitted in 2017, which would require a $100 payment to the IRS in addition to employee costs involved in preparing the new and revised distribution and withholding reports. We denied your request at that time because we had correctly processed your distribution based on the information you provided to us in 2017. We understand that tax matters such as this can be very complicated, and Millennium Trust cannot provide tax advice. Determining whether you are a “U.SPerson (including a resident alien)” for tax withholding purposes can be complex and may depend on the facts and circumstances of your specific situation according to IRS guidance on the definition of a “U.SPerson” for withholding purposes. We understand you have a tax advisor who is guiding you through the process this year, and we wish you the best with your future in the U.Sand your retirement funds

We appreciate the time you took to express your concern about the delays in your outgoing IRA transfer. We reviewed your account records and found that the delays with your IRA transfer were due to your receiving IRA custodian’s delays in providing a completed transfer form to us. We
followed up with you and your receiving IRA custodian multiple times to try and obtain a completed transfer form. From our continued follow up with them, we finally received the completed form on March 16, 2017; and we completed processing your IRA transfer on that same day. In addition, no annual IRA fees were charged on your account during the time you were trying to transfer outIRA-to-IRA transfers are tax-free movements of retirement funds that aren’t reported to the IRS. In order to process a tax-free IRA transfer, the IRA owner completes the receiving IRA custodian’s transfer form and submits it to them. All transfer forms in the industry contain a special area at the end of the form where the receiving IRA custodian signs to indicate that they accept the IRA transfer. This is what allows the IRA-to-IRA transfer to be performed as a tax-free movement of funds. Once the current IRA custodian receives the signed transfer form, the transfer is processedWe received your new IRA custodian’s unsigned transfer form on February 11, 2017. We sent a letter on February 20, to you and your new custodian explaining that your new custodian did not sign acceptance on the transfer form. We followed up with your new custodian by phone on March 10, 2017. At that time, your new custodian said to fax over the form and they would sign it and return it to us. On that day, we faxed the form to your new custodian after confirming the fax number with them. On March 14, 2017, we informed you that we still had not received the signed form from your new custodian but that they told us they would send it. On March 16, 2017, we called your new IRA custodian again to request their signed transfer form. This time they quickly faxed a copy to us; and in turn, we completed processing your transfer by issuing a check to your new IRA custodian on that very dayAs your IRA transfer has now been completed, we hope this resolves the issue you reported. We are very sorry for the delays caused by not receiving the signed IRA transfer acceptance by your new IRA custodian, and we did follow up with you and your new custodian multiple times to try and move the process along faster for you. In the end, we were successful in our attempts to obtain your new custodian’s written acceptance; and we promptly completed your IRA transfer on the same day. We wish you the best with your future retirement planning

Millennium Trust takes complaints seriously, and it is our goal to utilize all forms of feedback to continuously improve our products and services. We appreciate the time you took to tell us about your experience. We fully investigated the issues you reported, and we have confirmed that
your account distribution was completedWe are very sorry you experienced difficulty getting through to us initially. Our records show that we spoke to you on January 27, and emailed a distribution form to you after the call. We spoke to you a second time on January 27th when you were trying to access information online. We sent an email to you on January 28th regarding your online submission from January 27th. We called you twice on January 30th and left a direct number for you to call one of our representatives. We received all of your completed paperwork and documents by February 8th. We called you on February 9th and left a voicemail to let you know that your distribution was being completed, and we provided a direct phone number for you to call one of our representativesWe strive to provide excellent client service, even during our busiest times; but sometimes even our best efforts do not live up to the needs and expectations of every client. To address our clients’ needs during this time of year when our call volumes are the highest; we added additional staff to our call center and increased our business hours. We have a callback feature available for clients who would rather not wait on hold. We also have bilingual agents available. Our online distribution process is simple and easy to use, and we also have paper distribution forms for those who prefer not to process online. We will continue to seek out additional ways to make it easier for our clients to gain access to their accounts, and we will always provide live people for our clients who call. We wish you the best with your future retirement planning

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
The funds were just transferred, and with minimal feesOnce they got with the program, their response was proactive and prompt.But...it really, really didn't need to be this hard
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11694719, and find that this resolution is satisfactory to me
Sincerely,
Rosalee ***

Complaint: ***
I am rejecting this response because:This company does not “manage” funds for people with small retirement accounts like mineInstead, they whittle it away and call it a “service”Unfotunately I was too naive to understand this process but I hope that others will be aware and get their money back ASAP if it is transferred to this company!
Sincerely,
Crystal *** (***)

Millennium Trust takes client complaints seriously, and immediate action was taken to review and resolve the issues reported. The client's transaction has now been completed, and we believe the issue is now resolved. Our records show that we did provide responses and additional follow up
with our client in 2012. We do not show receipt of any account transaction directions in 2015. In July 2016, we received the client's transfer directions and began processing them. We were in communication with our client during July and August regarding issues with identity verification. There were some discrepancies on the information we received and additional items were needed to verify the identity of our client. We completed processing of the client's transaction on September 6, 2016. We appreciate our client's time and cooperation throughout this process, and we hope the client is now satisfied with the final resolution

Millennium Trust takes complaints seriously, and we have fully investigated the issues you reported to the Revdex.com. Your outgoing transfer was completed on 5/24/and your account is now closedOur records show that we first sent transfer instructions to you by email on 2/9/16. We asked
for some additional documents at that time to verify your identity and update your current address. We received your outgoing transfer request documents on 5/17/16, but the account type was listed incorrectlyWe sent notice of this discrepancy to you and informed your financial institution on 5/20/16. We received corrected paperwork from your financial institution on 5/23/16, and we mailed out your check to complete your account transfer on 5/24/We are very sorry that you experienced phone delays while waiting for one of our representatives to become available. January through April is a very busy time of the year, as people are calling about their end-of-year statements, 1099s and other tax-related retirement account issues that need to be addressed by April. We added staff and extended our call service hours during this busy season. We are currently adding new phone technology. We appreciate your feedback and we will take it into consideration as we plan for the busy seasonWe hope this resolves the issues you reported, and we wish you the best with your future retirement planning

Initial Business Response /* (1000, 5, 2015/07/06) */
Contact Name and Title: J***, CCO
Contact Phone: ***
Contact Email: ***
Millennium Trust takes complaints seriouslyWe investigated the issue reported, and we confirm that the account transfer has
been completedWe determined that the delay resulted from required identity verification processesOur client quickly responded to our requests for all documents, and we completed our client's account transfer on June 25, We believe we have fully resolved the situation as requested, and we apologize for the additional time and documents we needed to verify our client's identity