Clermont DD Empowers Me

Complaint: [redacted] I am rejecting this response because: I have tried on two separate occasions to make an online change to my retirement account and their software still does not work as indicated in the initial response I even tried as recently as 9:00am on 3/29/ This is a huge concern for me as individuals should be able to have access to/and be able to make changes to accounts as they see necessary Even the operators answering the phone cannot use their own software as it does not work.I also disagree with the other statements as I did speak on the phone with one of their associates on the earlier date as their phone records should show My acknowledgement of the 2nd person calling me back does not discredit my initial statement as the 1st person I spoke to told me that they would call me back before noon and they never did I called later that afternoon and spoke to the 2nd person because I never got my call returned His phone records should clearly show this to be true I was told that they would listen to my recorded phone conversation with them as well which would verify that I asked to speak to another person and was refused and that when I asked to speak to a supervisor I was told that, "he was on vacation."I cannot simply move this money to another company as by law this money can only be moved if I change jobs and move to another school district This is just my opinionI think that this company operates in such a poor/unprofessional manner because they know that their clients have no alternative Their customer service is lacking and their program for handling peoples retirement accounts does not work I was very happy with the company my school district used when I signed up for this particular retirement plan I never would have signed up for this plan if I had known that all of my money would be moved without my permission to a company that I did not choosea company that is both dishonest and incompetent Regards, [redacted]

Hi Sherri,I am the COO for TCG and *** has asked me to respond to the email you sent him this morning regarding complaint ID ***. Below is the timeline of what happened and please let me know if you need any additional information. -On 4/27/Candace signed up for a
deduction of $per paycheck to AXA Equitab5/26/2017, 6/28/and 7/28/we received contributions of $from her employer *** *** and forwarded them on to her vendor as she had signed up f8/10/we got $and on 8/11/we got $back from AXA. Distribution paperwork would have had to be completed by the client to get the funds back as there is no IRS regulation that just allows for a person to change their mind and request a refund any time they want. The process described by the participant in her email of filling out a TCG distribution form is the same for all employees requesting funds from a 403(b) account. -On 8/17/the $we had gotten back from AXA was sent to North American per the phone conversation Candace describes in which she indicated that was the vendor she wanted to use going forwa10/9/we got the $back from North Americ10/16/this money was returned back to *** *** to refund to Candace through payroll. I can confirm that TCG followed all of our policies and procedures in the handing of her account. The money has already been returned to the district to give to the participant but please let me know if you have any questions or we can provide any additional details. *** ***TCG Administratorsa subsidiary of TCG Group Holdings, LLP*** * *** ** ** ***, Suite *** | ***, TX 78746Phone: ***-***-*** | Fax: ***-***-***

*** *** indicates he talked to company on 1/9/but that was the date he emailed a complaint directly to the school district complaining that our company was taking over the administration for Klein ISD we didn't actually take over the plan until this month (March 2018). I
have listened to the recordings of the calls *** had with our office and *** mentions on his follow up call that we did call him back and he missed the call from so we completely dispute the complaint that we did not return his calls or that our CSRs were rude to him. On the other complaint in regards to his transaction request not being able to be done online that was a legitimate problem with the website that has been resolved. We took his request manually and processed that request on the same day he initiated request online so the request was processed the same day it would have went through had the website been working properly. I called *** myself and spoke with him to confirm this information. If you have any questions or we can provide any additional information please let me know

Complaint: [redacted]
 
I am rejecting this response because:  I have tried on two separate occasions to make an online change to my retirement account and their software still does not work as indicated in the initial response.  I even tried as recently as 9:00am on 3/29/18.  This is a huge concern for me as individuals should be able to have access to/and be able to make changes to accounts as they see necessary.  Even the operators answering the phone cannot use their own software as it does not work.I also disagree with the other statements as I did speak on the phone with one of their associates on the earlier date as their phone records should show.  My acknowledgement of the 2nd person calling me back does not discredit my initial statement as the 1st person I spoke to told me that they would call me back before noon and they never did.  I called later that afternoon and spoke to the 2nd person because I never got my call returned.  His phone records should clearly show this to be true.  I was told that they would listen to my recorded phone conversation with them as well which would verify that I asked to speak to another person and was refused and that when I asked to speak to a supervisor I was told that, "he was on vacation."I cannot simply move this money to another company as by law this money can only be moved if I change jobs and move to another school district.  This is just my opinion... I think that this company operates in such a poor/unprofessional manner because they know that their clients have no alternative.  Their customer service is lacking and their program for handling peoples retirement accounts does not work.  I was very happy with the company my school district used when I signed up for this particular retirement plan.  I never would have signed up for this plan if I had known that all of my money would be moved without my permission to a company that I did not choose... a company that is both dishonest and incompetent.   
Regards,
[redacted]