Charlie's Drain Service

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 2017. 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

Initial Business Response /* (1000, 5, 2015/08/13) */
Contact Name and Title: Celia C***
Contact Phone: ***
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

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

Initial Business Response /* (1000, 5, 2015/07/28) */
Contact Name and Title: Celia***
Contact Phone: ***
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 we sincerely appreciate the time you took to address us. We have fully investigated the matters you reported to the Revdex.com. Our records show you submitted a distribution direction for a partial distribution of $from your account on
June 20, 2016, which we processed on June 21, by ACH to your bank. You elected a 10% withholding from the amount of the distribution, which reduced your payout by 10% or $400. On June 23, 2016, we received notice from the bank that your ACH was rejected. The ACH information you provided to us was incorrect, which caused it to be rejected. We informed you on June 23, that the ACH we sent was rejected and we needed a copy of a voided check to confirm your bank information in order to re-issue the ACH. You replied asking why your distribution had not been processed. The next day, June 24, 2016, we spoke to you on the phone and explained the situation. You admitted you did not list your bank account number on the form as required for processing ACH payments; this is why the ACH did not go through when we processed it using the numbers you provided. That day, we stayed in contact with you while your bank was trying to fax your information to us for ACH processing, and we then called your bank to obtain your account information for you. We processed your payment by ACH again on June 27, for the original amount you directed ($4000), minus the 10% federal withholding ($400); so you received $Please note that you directed a partial distribution of your account for a specific dollar amount. You did not elect to take a complete distribution of your account and you entered a dollar amount that was less than the listed value of your account. You still have funds here and your account is still open. Perhaps these additional funds are the funds you thought were missingIf you wish to take the remaining funds and close your account, you may do so at any time by following the same process you followed on your first distribution. We thank you for your feedback, and we hope this information clears up any confusion regarding your funds. Please contact us if you wish to discuss your account details or direct any additional transactions

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 account. As 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