Charlie's Drain Service

After receiving notice of this complaint, we reviewed the account and saw that a resolution was already underwayWe issued the client’s payment on April 12, 2017, and we shipped it to her via *** overnight delivery free of chargeWe did not have all the information and documents needed to complete the client’s distribution until March 27, This account has an annual account fee, which was charged upon account opening in December 2016; and the account did not lose any value during the time our client was working with us on her distribution
This account was opened for our client by her former retirement plan provider on December 21, The address provided to us for our client was invalid, so we ran a search to find potential current addressesOur search efforts were a successAs a result, we were able to quickly find and connect our client to her retirement fundsWe first spoke to our client on January 31, At that time, we explained the options available to her with her IRA
On March 9, 2017, we received the client’s IRA distribution form dated March 6, The form did not contain the client’s handwritten signatureA signature guarantee stamp was missingThe payment section was blankThe client had completed the “systematic payment” section in errorSystematic payments are a series of IRA payments made to a client; however, our client wanted a lump sum distributionOur records indicate that we spoke to our client on March and March about the issues with the form
On March 23, 2017, we received the client’s updated distribution form dated March 14, It contained her handwritten signature and a signature guaranteeFor this type of account, the IRA owner’s identity has to be verified when the IRA owner takes control of the account, which occurred here when the IRA owner submitted her IRA distribution formWe requested a copy of her driver’s license to help verify her identity and confirm her current address, and we received a copy on March 24, On March 27, 2017, as we worked to complete the processing of her distribution, we noticed that the ABA# she provided was invalidA payment cannot be processed with an invalid ABA#We informed the client of this and also asked her to provide verification of her tax identification number, as it did not match the number provided to us to open the accountOn April 10, 2017, we followed up to request a copy of the client’s social security card; and then we took additional actions to verify the social security number she providedOn April 11, 2017, we informed the client that she did not need to provide any additional documentationWe informed our client that we would overnight her payment to her, at no chargeWe shipped her payment to her April 12, 2017, and we provided her with the tracking number for the shipment
We actively try to find our missing clients quickly and reunite them with their retirement funds, and we did that hereWe feel that we responded quickly to our client’s requests and direction for paymentWe apologize for the last delay in processing as we were trying to resolve the discrepancy on the social security numbers, between March 27, and April 12, 2017. We did find an alternative solution to resolve the discrepancyWe hope this response and the completion of our client’s IRA distribution resolves the issues reported in the complaint. We wish our client the best, and we are happy to have reunited her with her retirement funds

Millennium Trust Company strives to provide excellent client service to every client, and we focus on finding solutions for anything that could create problems or delays for our clients. We reviewed your account in response to the issues you reported. Our records do not agree with the
statements you've made. Your account was opened in at an initial balance under $At that time, we mailed a welcome package to you, providing information on our services and fees. Our records show that you contacted us and we emailed transfer instructions to you in March 2014; but we have never received any transfer forms for your account. We have sent an annual account statement to you each January reporting the December 31st value of your account and all activity for the year January and February are the busiest months of the year for us. To help serve the needs of our clients during this busy time, we added staff to serve our callers, we extended our service hours, and we offer a callback feature We take great care to return every call. We searched our incoming phone records using the phone number you provided to the Revdex.com and we did not find any calls from your number recently. We would like to help resolve your account issue. In order to process a transfer for you, we must receive your transfer form from ***; and we have no record of receiving any transfer forms for your accountThis means we also have no record of rejecting any transfers for your accountPlease follow up with *** and ask them to contact us directly about your account. As a gesture of good faith, although your account is now closed, we will process a transfer for the balance listed on your last statement if you have *** provide the transfer forms and if you complete the account identity verification process within days

We spoke to you directly after you filed this complaint, and we’re happy that the card issue you reported has now been resolved. You called us one time about this issue prior to filing the complaint. After that, you were calling the number on the pre-paid card, which belongs to the card issuer (not Millennium Trust). We understand your frustration and confusion about whom to contact to resolve this issue; and we’re very sorry that we weren’t aware that the issue was still unresolved until we received this complaintYou requested a distribution from your Millennium Trust account on a pre-paid debit card. Millennium Trust orders pre-paid cards through a bank. Millennium Trust sends the money to the card issuer, who then prepares the card and mails it to the recipient. The card issuer provides their own instructions on the card, in addition to their own service number for questions or issues with the card. The card is not tied to the Millennium Trust account, and Millennium Trust does not service the cardsYou were trying to move the funds from the card to your bank account. The transfer from your card to your bank account did not work, and you contacted us once. We asked you to contact the card issuer to resolve the problem with the card. It appears that you contacted the card issuer and your bank multiple times without getting a resolution. Unfortunately, Millennium Trust did not become aware that your issue with the card provider was unresolved until we received your complaint. Once we became aware, we worked with you to quickly resolve the issue We are happy to have helped resolve the card issue, and we wish you the best

Complaint: ***
I am rejecting this response because:Us Citizen and US Alien Resident are two different statuses and should be a separate optionI’ve been in the states for over years now, and due to my status change to be more precise on your form I’ve selected “other”However, when I wanted to clarify this before filing one of your representatives told me “it’s on the web site”Maybe a bit more professional guidance would be helpful from your site. Also, you withheld 30% of my money instead of the 10% you should have in a first placeSo maybe with those you can pay this $and the extra people to correct the mistake. However, it took me month and a half of begging multiple people in your company to type what I was told initially over a voice mail from your representativeIf that’s not fishy and unprofessional I don’t know what is. So so I do take things like this very seriously as well, in order to protect people like me who lack knowledge in te field and as it turns out are abused by companies like yoursSo the email threads and the voicemail transcription were all filed with the taxes, since you were unable to type that letterYes, you did sent it after you were notified that it would be up to IRS from here on. And tryping a letter stating that you won’t correct just because you can it’s not very professional. Good luck! So, good luck.
Sincerely,
Mari***

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 2014. 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 obtained the transfer form yesterday, and the outgoing transfer to *** completed processing today

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
Sincerely,
*** ***

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
Sincerely,
*** ***

We are very sorry for the confusion about the fees involved with trading your account. We had resolved the trading fees in part with you in August 2017, and we had agreed at that time to waive the fees that would occur when you decided to sell your assets. We have now reached out
to you directly as you requested through the Revdex.com, and we believe we’ve now resolved all the fee issues to your satisfactionYour account was established for you at Millennium Trust in by your former retirement plan provider. Your former plan provider should have provided you with notice prior to rolling your funds to Millennium Trust. Once your account opened with us, we sent a packet to you explaining your options and providing a fee scheduleYour funds were initially invested in a money market account at the direction of your former retirement plan provider, and you were to direct the investments once you took control of the account. Our records show that you contacted us in intending to transfer out your account. Our records show that we never received a transfer form from your new provider and that we informed you of this in and again in 2014. In July 2017, you contacted us and asked how much it would cost to continue the account. We informed you of the annual account fee. You then completed the online form to take control of your account, during which a full fee schedule was provided to you. You began investing your account in July 2017 in traditional investments We spoke to you in August regarding the confusion about the fees involved, and at that time we agreed to waive the transaction fees. We contacted you after receiving this complaint, and we agreed to credit you with the brokerage fees as a gesture of good faith. We believe we have fully resolved all issues, and we have provided you with direct contact to one of our managers in case you have any remaining questions or concerns. We wish you the best as you invest your retirement savings!

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 *** for 2013. 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

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
However, I have not received any links to verify my identityCan you resend them to ***@gmail.comI will fill out the paperwork and I have already taken steps with my IRA to help accommodate the rollover.
Sincerely,
*** ***

Millennium Trust takes complaints seriously, and we immediately reviewed your account in light of the issues you reported. You should now be in receipt of your funds, as we delivered them electronically to your bank on 2/10/[note that the receiving bank can take up to hours to process
and release electronically received funds]. On 2/13/we left a voicemail to you to confirm completion of the electronic delivery (ACH). We provided you with the ACH trace number and a direct phone number for one of our reps in case you had any questions or concernsYour account at Millennium Trust was established for you on 12/26/by your former 401k plan provider. Our records show we spoke with you on 1/6/regarding how to distribute your account funds. We received your online distribution direction on 1/10/You elected to receive payment by check sent through regular USPS mail. A note online informed you that payments would ship approximately within business days. We mailed your check on 1/12/(just business days after your direction was received). The check was sent by first-class USPS mail to the address you provided. We have bank records and a copy of the check showing these transactions were completedWe are very sorry that you did not receive the check we mailed. We acknowledge that you contacted us on 1/and 1/stating that you still had not received the check. Once you notified us on 1/that you wanted to stop payment on the check, it took a week to process everything including the stop payment, the re-opening of your account, the transaction cancellations, and the full reversal all the funds back into your accountYou submitted your electronic (ACH) distribution instructions to us on 2/7/17, and we processed your electronic disbursement on 2/10/We strive to provide excellent and timely service to all of our clients, and we want our clients to be connected to their retirement funds as quickly as possible. We provided very timely service processing on your original distribution by mailing a check to you in two days. We are very sorry the UPSP did not deliver your check, and it is unfortunate when something beyond our control creates a poor experience for our customer. The postal delivery problem resulted in delaying your access to your funds. Correcting for the USPS failure required additional processing that we had to complete before we could re-issue your payment by electronic delivery. We sincerely apologize that the events involved created a delay and a poor experience for you

The action requested by our client was completed prior to receiving this Revdex.com complaint. Millennium Trust mailed the corrected Form 1099R to its client on September 26, 2017. After receiving this complaint on October 2, 2017, we contacted our client to confirm receipt and we also
provided email confirmationThe corrected 1099R was not required due to any error on Millennium Trust’s part; rather, Millennium Trust did not receive timely or accurate information regarding a payment that was purportedly made on behalf of the client’s IRA investment Our client’s IRA was invested in a private investment that was in receivership. Millennium Trust received documentation reporting a distribution payment from the receiver in that was not paid to Millennium Trust on behalf of the IRA. All payments on behalf of an IRA investment must be processed through the IRA custodian due to IRS tax reporting and IRA custody requirements. The IRA custodian must file Form 1099R with the IRS to report IRA distributions (payments or asset deliveries to the IRA owner). For these reasons, IRA owners agree to have all IRA transactions flow through Millennium Trust as the IRA custodian, including all payouts made on IRA investments. The receivership for our client’s IRA investment also agreed to submit payments on behalf of the IRA to Millennium Trust. Information that the receiver made a payment in was provided to Millennium Trust after-the-fact, for a payment that Millennium Trust did not receive. On March 22, 2017, Millennium Trust sent written notice to its client regarding information received on the payment from the receiver as reported to Millennium Trust, including the amount. The notice informed our client that Millennium Trust would report this amount to the IRS on Form 1099R as an IRA distribution, unless our client notified us within the following business days that the information we received was incorrect. Our client contacted us on March 30, and May 2, to check on the status of the 1099ROur client did not indicate that the payment information was incorrectThe 1099R was completed in May On July 28, 2017, Millennium Trust was contacted by a third party who was not authorized on our client’s IRA, regarding the 1099R. Millennium Trust was then informed that the client had a statement showing that the payment from the receiver was not made from the IRA investmentMillennium Trust was further informed that the payment made in was also cancelled and re-issued in 2017. After receiving and reviewing the documentation, Millennium Trust processed a second 1099R in September to correct the original 1099R issued in May 2017. The revised 1099R was mailed to our client on September 26, 2017. Millennium Trust took steps to notify the client in advance of filing the initial 1099R and allowed time for the client to dispute the information Millennium Trust received before it was reported to the IRS. We completed the corrected filing for our client and mailed his copy to him on September 26, 2017. We believe our client now has everything he needs for his IRA for the tax year. All payments on IRA investments and IRA distributions should flow through the IRA custodian, which allows accurate reporting of IRA distributions to the IRS

Millennium Trust is mailing all statements to our client as requestedOur client should receive the year end and statements, along with a closing statement, by regular mail within the next few daysOur records show that we mailed a welcome kit in 2014 as well as the year end statement to the address on record at that timeNeither item was returned to us by the USPS as undeliverable. We received notice that the address on record was invalid when we processed it through postal updating software in We then marked the account as 'missing' and we did not send a year end statement. We have confirmed that we did not charge for the statement.We hope this response fulfills everything as requested

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 2005. 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 2016. 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

We spoke to you directly after you filed this complaint, and we’re happy that the card issue you reported has now been resolved. You called us one time about this issue prior to filing the complaint. After that, you were calling the number on the pre-paid card, which belongs to the card
issuer (not Millennium Trust). We understand your frustration and confusion about whom to contact to resolve this issue; and we’re very sorry that we weren’t aware that the issue was still unresolved until we received this complaintYou requested a distribution from your Millennium Trust account on a pre-paid debit card. Millennium Trust orders pre-paid cards through a bank. Millennium Trust sends the money to the card issuer, who then prepares the card and mails it to the recipient. The card issuer provides their own instructions on the card, in addition to their own service number for questions or issues with the card. The card is not tied to the Millennium Trust account, and Millennium Trust does not service the cardsYou were trying to move the funds from the card to your bank account. The transfer from your card to your bank account did not work, and you contacted us once. We asked you to contact the card issuer to resolve the problem with the card. It appears that you contacted the card issuer and your bank multiple times without getting a resolution. Unfortunately, Millennium Trust did not become aware that your issue with the card provider was unresolved until we received your complaint. Once we became aware, we worked with you to quickly resolve the issue We are happy to have helped resolve the card issue, and we wish you the best

Millennium Trust takes complaints seriously, and we sincerely appreciate the time you took to address us. We have fully investigated the matters you reported to the Revdex.com. Your IRA was established for you at Millennium Trust by your former retirement plan provider on January 21,
2016. For this type of account, statements are issued annually at the end of each year. As a statement had not been generated on your account yet, we sent an account summary to you upon your request in March 2016. Your former retirement plan provider was to provide you with advance notice of the IRA rollover. Millennium Trust is not responsible for any actions or inactions of your former retirement plan provider. We did receive your current address from your former plan provider when they established your IRA; however, prior to mailing a welcome kit to announce the opening of your account, your address was processed through address verification software that returned a different ‘current’ address for you. We understand now based on your statements that this was an old address of yours. We sent notice to that address, which was returned to us as undeliverable. We are reviewing this situation with our service vendor now that you have brought it to our attentionMillennium Trust was required by law to verify your identity and confirm your residential address prior to allowing you to take control of your account. This is why we requested a copy of your driver’s license and proof of your current address (utility bill). We understand that identity verification and privacy practices can be cumbersome, but we also hope the benefits of helping to protect your account outweigh any inconvenienceWe understand you are trying to transfer out your accountWe contacted you on June 21, to remind you that we have not yet received your original transfer form yet. *** has to sign your transfer form to confirm acceptance before they forward it to us*** is familiar with IRA industry standards, and this practice is common in the IRA industry. Upon receipt of your transfer form in good order, we will promptly process your outgoing transfer. Again, we thank you for taking the time to provide feedback. We hope this response has fully addressed each matter. We value every opportunity to review our practices and provide support to our customers

Millennium Trust takes complaints seriously, and we have fully investigated the issues you reported to the Revdex.com. Your IRA was established for you at Millennium Trust in May by your former retirement plan provider, who agreed to the IRA fees by establishing the IRA. We have reviewed
the fees charged for the IRA services we provided and confirmed that they were correctly charged. Your former retirement plan provider established the IRA on your behalf and rolled over your retirement funds from the plan into your IRA. If you maintained your current address with your former plan provider, you should have received advance notice from them allowing a certain timeframe for you to take action, if you did not wish for the IRA at Millennium Trust to be established for you. Millennium Trust is not responsible for any actions of your former retirement plan providerYour retirement funds were preserved in an IRA established by your former retirement plan provider for your benefit. Millennium Trust correctly deducted IRA service fees as agreed upon and as authorized by the agreement with your former plan provider; and therefore, no fees will be refunded. We are sorry for your displeasure with the situation, but Millennium Trust provided IRA services as agreed upon for fees as agreed upon. We wish you the best in your future retirement planning

We appreciate the time you took to contact us regarding your wife's account. As soon as we received your email from September 8, 2017, we took immediate action to connect with you and your wife to clear up any final items that were needed for processing your account transfer. Your
transfer was completed on September 12, 2017, and we provided confirmation to your wife that dayYou were not charged an annual account fee during the time your transfer was in process. Once we receive a transfer or distribution form, we waive the annual fee if it hits prior to the completion of the account closure. Your account opened in October and was therefore on an annual October cycle. We thank you for contacting us and working with us to resolve the issue you reported. We wish you the best with your future retirement planning

Initial Business Response /* (1000, 5, 2015/08/06) */
Contact Name and Title: Sharon ***, Compl Analyst
Contact Phone: ***
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