JEM Resource Partners

As previously offered we are happy to play recordings of all calls between our staff and the participant to verify the timeline of events and address any and all concerns she has addressed? The distribution has been processed so there is nothing we can do at this point to speed up a process that has already been completed?

Complaint: [redacted] I am rejecting this response because:stop sending these dumb as messages about a god damn recording and tell me why your company refuses to answer my question of where my damn money isYour actions to solving my complaint is not satisfactory.? Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: the facts as presented by JEM Resource Partners are falseIn particular, Let's just look at one of the questionable delayed deposits as an example: October (paycheck) of I have email correspondance that would indicate this deposit to ING was not made within the business days stipulated by the IRS, and would not have been made even by the end of Novemeber had I not called and intervenedI would be interested to see what time period is reflected by JEM Resource Partners for this particular deposit Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: [redacted] has NO evidence that my contribution of $for the September deduction was sent to them in October 2017.? My name is not on their distribution list.? So, in the event that ***? ***) did send Vanguard a check, nothing was indicated that my name was on the distribution list.? Tina Silva is the contact a [redacted] for [redacted] Regards, [redacted] ?

Here is my contact information and multiple people at Vanguard have plenty of contacts they can get in touch with here so if Vanguard has told you they can't reach us they aren't really trying I have also included our 403(b) relationship managers contact information as they can certainly verify that Vanguard knows who at [redacted] to contact with any issues they need corrected We are in communication with [redacted] almost daily on various items [redacted] * [redacted] m [redacted] [redacted] [redacted]

To Whom It May Concern: As the Third Party Administrator for the [redacted] ISD 403(b) Plan JEM remits contributions to over different investment providers JEM has reached out to all of these investment providers to see if they will accept contributions via an ACH remittance as well as handle the accompanying list bill electronically While the vast majority of investment providers can accomodate ACH remittances and electronic list bills there are some vendors, including Vanguard which is the investment provider in question in this complaint that will not accept the funds and file in this manner and still request that we send them a paper check JEM guarantees our clients that we process all funds and payroll files we receive in good order within two business days of receipt which we have met for every payroll we have processed for [redacted] ISD We have a daily audit in place to make sure we process all payrolls timely We also have a monthly audit in place to verify that any paper checks we have remitted have been not been cashed, have a stop payment reissued for them and then the check subsequently overnighted Unfortunately, from time to time the checks we mail are not received by the investment provider and we reissue Below is the section of the plan document regarding plan contributions and is taken from federal regulations Contributions Made PromptlyElective Deferrals under the Plan shall be transferred to the applicable Funding Vehicle within business days following the end of the month in which the amount would otherwise have been paid to the Participant All contributions including the three in question by this participant have qualified under this time deadline which makes the statement made by the complainant regarding timeliness of contributions completely false While the participant might not like the funds being delayed or the fact that the vendor they have selected doesn't want contributions sent via ACH, we are well within all applicable federal regulations and plan document issues on the timeliness of deposits The statement regarding JEM not having procedures in place is also emphatically as our company obtains our SSAE certification each year If you are unfamiliar with this certification it requires an annual audit by a licensed, outside accounting firm of our written policies and procedures on all retirement plan issues and they are required to verify that we have followed all of our stated procedures each year I have also offered to conference in Vanguard to verify their ACH capabilities as described above with the participant who has doubted our claims All of our calls are recorded for quality assurance and with the complainants permission we will be happy to release to the Revdex.com all phone recordings we have had with the complainant along with exact dates and documentation of every contribution we have processed for this participant JEM is committed to providing the highest level of quality service to all of our over 250,plan participants and will be happy to provide any additional information or documentation that we can to help resolve this issue If you have any questions or need any additional information please feel free to email me at [redacted] @ [redacted] .com or by phone at [redacted]

We have been in contact with this participant and obtained the additional information needed to process the claim as requested so this has been resolved If you need any additional information please let us know

We received the complaintents paperwork on October 12th and approved it and faxed it to LSW on October 13th The participant called again on October 14th stating they haven't received it yet which is very likely just a timing issue as many times it does take hours for an investment provider to receive a fax and have it in the system for its customer service staff to see that it was received Based on the follow up call on the 14th from the client we refaxed the paperwork to LSW again We have fax confirmation sheets showing the faxes went through I called LSW this morning (October 15th) to confirm via phone they had received the fax and they are closed for company meeting If the complaintant wants to call me at [redacted] I am happy to conference in LSW to confirm they have received the fax with our approval on it

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.? Thank you Mr [redacted] for giving me your contact information.? I have spent many hours talking to [redacted] both last year and this year about the same issue having the check for my 403b not being deposited in my account on a timely basis.? They always give me the same response:? ? "We emailed [redacted] due to a problem with the distribution list and have not heard back from them."? So, then I ask them to contact [redacted] directly and anyone I talk to at [redacted] has said that they cannot do that.? Last year I filed a Revdex.com claim against [redacted] and they resolved that this problem would never happen again.? Obviously, that was untrue.? ? ? If this does happen again I will call you and the person you call [redacted] at [redacted] .? Hopefully it won't be necessary.? ? My portion of the check was finally deposited on Friday, October 20, (two weeks after [redacted] claims they mailed it to [redacted] ).? And, of course, they bought my mutual funds at a higher cost than would have been had the check been processed on a timely basis.? [redacted] does not seem to care about that Regards, [redacted]

We received the complaintents paperwork on October 12th and approved it and faxed it to LSW on October 13th? The participant called again on October 14th stating they haven't received it yet which is very likely just a timing issue as many times it does take hours for an investment provider to receive a fax and have it in the system for its customer service staff to see that it was received? Based on the follow up call on the 14th from the client we refaxed the paperwork to LSW again? We have fax confirmation sheets showing the faxes went through? I called LSW this morning (October 15th) to confirm via phone they had received the fax and they are closed for company meeting? If the complaintant wants to call me at [redacted] I am happy to conference in LSW to confirm they have received the fax with our approval on it?

I can't compare this company to others who offer the same services, so it may be par for the industry, but I have not had a good interaction with them They provide management of retirement accounts for my school district, and during the five years I have been investing with them, I have had a net loss of some several hundred dollars Furthermore, they charge a monthly fee to invest my money, so essentially I am paying them to lose it I would have come out with more money had I stuffed it under my mattress or put it into my .05% interest savings account And, of course, as these accounts work, I'm stuck with it until I retire, so I have no option to empty the account, put the money into something that will pay, and keep them from losing more in the next twenty years I have always distrusted the world of investment speculation, but people keep telling me I have to stick it out That advice hasn't worked out so far, and thanks to Jem RP, I'm paying monthly fee to be proven right

Complaint: ***
I am rejecting this response because:While I appreciate the expedient response, I still have two concerns.1. *** has had issues, both present and past, in contacting *** whenever they detect a discrepancy in the amount remitted and the distribution list provided by ***. On all occasions they contact *** with an email that goes unnoticed by ***. I would be happy if you (***) will provide *** with a way to communicate with *** should any further conflicts/discrepancies occur.2. Although you state that *** has cashed the check, I have not yet been given my portion of it. Furthermore, they had to send the original check back to *** because *** claimed that the totals did not add up to the distribution list. When they tried to contact *** nobody responded. *** eventually mailed the original check back to ***. I assume that the check Ms*** is referring to is a second issue check. I look forward to seeing my portion of it
Regards,
*** ***

Our contract with *** and all of our 403(b) administration clients requires that we process all 403(b) payroll contributions within business days of receipt of payroll file and funds from the district. I can confirm that *** has processed all *** 403(b) contributions within this
business day time frame. *** has acknowledged errors or issues on their end in posting some contributions so this complaint would need to be directed towards *** as *** can't resolve any issues a participant may have with ***

Revdex.com: I have been contacted by a member of management from JEM Resource Partners, I was also contacted LSW again that same day and discovered the faxed was confirmed receivedI spoke to customer service agent *** at LSW and he confirmed the documents were in the systemThis was on the 14thof OctI had called earlier in the day and there was no record of the documents having been sent*** said his extat LSW was ***He also said that it would take 3-business days for the release of funds to be processed and sent to my bankThe matter is now in the hands of LSWThank you for contacting JEM Resources 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
Regards,
*** ***

Tina Silva works directly for me so I am familiar with her. *** has cashed the check in question so while I can't speak to what they have told the participant I can provide evidence that they have received the funds that were sent to them

Complaint: ***
I am rejecting this response because: We need to move onIt is clear JEM Resource Partners has no inclination to propose an improvement in their processIt's not clear to me why the non-ACH deposits can't be sent via overnight or certified mail to ensure delivery and timely deposit, with a follmechanism.
Regardless, I have notified the Assistant Superintendent of Financial Affairs at *** ISD requesting that a more efficient and thorough third party administrator be offered the *** ISD contract.
Regards,
*** ***

Revdex.com: I have been contacted by a member of management from JEM Resource Partners, I was also contacted LSW again that same day and discovered the faxed was confirmed receivedI spoke to customer service agent *** at LSW and he confirmed the documents were in the systemThis was on the 14thof OctI had called earlier in the day and there was no record of the documents having been sent*** said his extat LSW was ***He also said that it would take 3-business days for the release of funds to be processed and sent to my bankThe matter is now in the hands of LSWThank you for contacting JEM Resources 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
Regards,
*** ***

This distribution request has been received and processed I listened to the recordings of the calls this participant had with our office and her assertion that she asked for a supervisor name and wasn't provided this information is false She asked *** the CSR she was speaking
with who a supervisor was she could speak with and *** said her supervisor is *** (which is correct as that is her team lead) and that she could speak to *** at anytime I will be happy to play a recording of this call for Revdex.com and the client to document that her claim is as we care very deeply about customer service and making sure all clients have a good experience when contacting our company We respond to any and all complaints received by the Revdex.com but it makes the process cumbersome and less meaningful when participants outright lie in their complaints so we are happy to provide the documentation to you to confirm this is the case
***

This distribution request has been received and processed I listened to the recordings of the calls this participant had with our office and her assertion that she asked for a supervisor name and wasn't provided this information is false She asked *** the CSR she was speaking with
who a supervisor was she could speak with and *** said her supervisor is *** (which is correct as that is her team lead) and that she could speak to *** at anytime I will be happy to play a recording of this call for Revdex.com and the client to document that her claim is as we care very deeply about customer service and making sure all clients have a good experience when contacting our company We respond to any and all complaints received by the Revdex.com but it makes the process cumbersome and less meaningful when participants outright lie in their complaints so we are happy to provide the documentation to you to confirm this is the case ***

As previously offered we are happy to play recordings of all calls between our staff and the participant to verify the timeline of events and address any and all concerns she has addressed The distribution has been processed so there is nothing we can do at this point to speed up a process that has already been completed