National Research Lab, Inc.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response becauseWith all due respect this is a complete atrocity I just told you that the bank told me that they stop the only check that was confirmed and deposit it on the 12th of this month will you please let the company know that they are full of it and contact US Bank in real estate more moneyYou guys obviously let them tell you anything the check was stopped and why would they not conflict US Bank and inquire about the check hasn't been cashed that is because they stopped the check
Regards,
Ev B***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response becauseWith all due respect this is a complete atrocity I just told you that the bank told me that they stop the only check that was confirmed and deposit it on the 12th of this month will you please let the company know that they are full of it and contact US Bank in real estate more moneyYou guys obviously let them tell you anything the check was stopped and why would they not conflict US Bank and inquire about the check hasn't been cashed that is because they stopped the check
Regards,
Ev B***

ICMA Retirement Corporation ("ICMA-RC") received a complaint from the Revdex.com serving Metro Washington, DC and Eastern Pennsylvania, dated September 9, The complaint informed ICthat one of our customers had requested a disbursement from his IRC Section plan and experienced delays before
the payment was issued.ICrecords indicate that the customer triggered a fraud block when he first requested the disbursement over the internetWhen the Customer called us to resolve, We provided incorrect information which further delayed the disbursement processUpon realizing our error, we worked with our field associates to authenticate the customer's identity and remove the block, saving extra paperwork and legwork for the customerWe Issued the disbursement on September 12.We are disappointed with our service delivery in this particular case and have taken steps to remedy our processesWe are also making a follcall to the Customer and sending a letter of apology.If you have any questions or concerns, please do not hesitate to Contact me.Sincerely,Margot *T***Vice President, Client Services###-###-#### Extension ***@icmarc.org

ICMA Retirement Corporation ("ICMA-RC") received a complaint from the Revdex.com serving Metro Washington, DC and Eastern Pennsylvania, dated July 14, The complaint informed ICthat a rollover distribution check that we issued on June 23, 2016, had not been received by the credit union holding
the customer's account. We received the customer's request for rollover on June and redeemed the amount from her account on June 22, after we reached her by telephone to clarify the bank's addressWe mailed the check on June 23, but it was not credited to her bank account until July 18. We have made our representatives aware of her complaint with the intent to ensure that we are providing the correct information to our customers regarding rollover procedures, stop payment requests, and special escalation procedures when customers report non-receipt. ICis confident that this response will resolve the customer's complaintIf you have any questions or concerns, please feel free to contact me using the information provided below.Sincerely,Margot *T***Managing Vice President, Client Services

ICMA Retirement Corporation ("ICMA-RC") received a complaint from the Revdex.com serving Metro Washington, DC and Eastern Pennsylvania, dated October 27, The complaint informed ICthat one of our customers had not received account statements due to inaccurate information in Our records.Our
research shows that the account was established in with an undeliverable address and a transposed identification numberWhen the customer recently contacted us with her name change, our associates had difficulty locating her request, which was related to the incorrect recordings in 2012.With further research, we located her original request and are in the process of making CorrectionsWe will also refund the annual fees that were charged to her account during the period when her statements were not being delivered.We are disappointed with our service delivery in this particular case and have taken steps to remedy our processesWe have reached out to the customer to offer our apology and remedy the situation.If you have any questions or concerns, please feel free to contact me.Sincerely,Margot ** T*** Managing Vice President, Client Services ###-###-####, extension

Thank you for inviting ICto communicate resolution status with regard to our customer's complaint described in your letter dated August 25, 2017.Please be advised that the complaint has been resolvedOur customer's requested payment was re-issued on August and cleared September 1.We
have expressed our apology to the customer for the delay.Sincerely,David T***Senior Vice President, Client Services

ICMA Retirement Corporation ("ICMA-RC") received a complaint from the Revdex.com serving Metro Washington, DC and Eastern Pennsylvania, dated August 17, The complaint informed ICthat one of our customers had called to report an unauthorized change in investment fundsThe customer also stated
that a requested telephone call from a manager was not received.Our records show that we received the customer's call about the unauthorized transfer but that the research on the case was still pending five business days following the initial callBased on the attached letter expressing the customer's desired outcome, to restore the funds to the original investment, and my subsequent call to the customer confirming this request, we are moving existing assets back to the original investment today and will continue to work with the customer as we complete the research on the origin of the transfer requestWe will also send a letter to the customer providing a written apology.We regret that we did not respond more quickly to the customer, and we are hopeful that our responses going forward will resolve the customer's complaintIf you have any questions or concerns, please do not hesitate to contact me. Sincerely,Margot *** T*** Managing Vice President, Client Services ###-###-####***@icmarc.org

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
There was an email sent to me upon the receipt of the first request stating that all the paperwork was complete and nothing else was needed. There was nothing done by the company to notify me that the paperwork was incorrect or incomplete. during that time the market dropped. It wasn't until I called that I was told that I needed to submit the request on their form. There was a loss of over $20,in that time frame
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:As usual, the ICrepresentative is only aware of part of the problemThe first payment had an incorrect bank number, I acknowledge thatAfter waiting days, I finally had to contact them to find out what went wrong and correct itThe second payment, with the correct information, was supposed to be expeditedI was told it would go out that following FridayIt did notI finally got that payment the following WednesdayI spoke with several different people over the course of days, was promised call backs I never got, and given direct numbers to people who never returned my callsThe wait times to speak with anyone were monumental, but since no one ever contacted me back (even when promised) it was my only optionEvery time I had to explain the situation, and every time I was given different information.It is sad that it took a Revdex.com complaint to get someone to actually reach out and try to contact meI now have the necessary paperwork to roll my fund into an account with a different company and once I resolve the closing on my house I will do so.Regards,
*** ***

ICMA Retirement Corporation ("ICMA-RC") received the attached complaint from the Revdex.com serving Metro Washington, DC and Eastern Pennsylvania, dated May 9, The complaint informed ICthat the beneficiary of one of our customers was having difficulty establishing a beneficiary account and
transferring assets into the account. ICrecords indicate that the beneficiary account was established and the assets transferred on May 9, Monthly installments have been set up at the request of MrsTsai, and a call was placed to her on May 10, to confirm that the District of Columbia had approved the request and it had been processed.ICMA-RC's and the District of Columbia's document review process took additional time in large part because the marriage certificate was in Chinese. ICis confident that the customer's request has been completedIf you have any questions or concerns, please feel free to contact me at the contact information provided below.Sincerely,Casandra W*** Director, Client Services

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:As usual, the ICrepresentative is only aware of part of the problemThe first payment had an incorrect bank number, I acknowledge thatAfter waiting days, I finally had to contact them to find out what went wrong and correct itThe second payment, with the correct information, was supposed to be expeditedI was told it would go out that following FridayIt did notI finally got that payment the following WednesdayI spoke with several different people over the course of days, was promised call backs I never got, and given direct numbers to people who never returned my callsThe wait times to speak with anyone were monumental, but since no one ever contacted me back (even when promised) it was my only optionEvery time I had to explain the situation, and every time I was given different information.It is sad that it took a Revdex.com complaint to get someone to actually reach out and try to contact meI now have the necessary paperwork to roll my fund into an account with a different company and once I resolve the closing on my house I will do so.Regards,
*** ***

ICMA Retirement Corporation ("ICMA-RC") received a complaint from the Revdex.com serving Metro Washington, DC and Eastern Pennsylvania, dated August 17, The complaint informed ICthat one of our customers had called to report an unauthorized change in investment fundsThe customer also stated
that a requested telephone call from a manager was not received.Our records show that we received the customer's call about the unauthorized transfer but that the research on the case was still pending five business days following the initial callBased on the attached letter expressing the customer's desired outcome, to restore the funds to the original investment, and my subsequent call to the customer confirming this request, we are moving existing assets back to the original investment today and will continue to work with the customer as we complete the research on the origin of the transfer requestWe will also send a letter to the customer providing a written apology.We regret that we did not respond more quickly to the customer, and we are hopeful that our responses going forward will resolve the customer's complaintIf you have any questions or concerns, please do not hesitate to contact me. Sincerely,Margot *** T*** Managing Vice President, Client Services ###-###-####***@icmarc.org

Thank you for your letter dated September 7, 2018, informing ICof a rejection of our first response by one of our account holders.We have some additional information that might shed some light on the period of time between the account holder's original disbursement request and the final issuanceThe account holder requested the disbursement via our website, entering new bank account information to receive the disbursementOur site has a fraud prevention process that delays payments by seven days when new bank account information is enteredThe site provides an alert to the account holder that they will experience a delayThe delay provides time for the account holder to receive a confirmation of the disbursement request to the address or record and time to call us to either verify that they did make the request and to release the payment, or halt the disbursement if they in fact did not request itInthis case, it is possible that the account holder did not notice the information about the delay that is presented on the Webšite.The account holder submitted the request or On 3/(seven days later)we redeemed the payment from the account and issued it the next morningOn 8/11, the account holder called about nor-receipt of the disbursementOn 8/12, We Verified with the bark that the payment had been rejected due to the invalid bank account number and initiated the process to validate the new bank account numberOn 8/(the following business day), we completed the research and redeposited the funds into the accountOn 8/15, we redeemed the replacement payment from the account and issued the payment the next morning.This timeline shows that, when made aware of the incorrect bank account, we issued the replacement payment without delayIn our last letter, we acknowledged that the customer Experienced longer wait titles than nor Tal when contacting us by telephone, and we have sent an apology in writing to the custo Iner.if you should have any questions or concerns, please do not hesitate to contact me,David T*** Senior Vice President, Client Services ###-###-####

Dear *** ***:ICMA Retirement Corporation (“ICMA-RC") received a complaint from the Revdex.com serving Metro Washington, DC and Eastern Pennsylvania, dated March 23, The complaint informed ICthat one of our customers was given incorrect information by one of our field representatives that
resulted in taxes being withheld from her rollover distribution.We do not have a record of that conversation, but in good faith we can make a correction to recoup her withheld taxes and redistribute the assets as a rollover, as she originally intendedWe are working with her now to proceed with the correction.We also have made our representatives aware of her complaint with the intent to ensure that we are providing the correct information to our customers regarding rollover procedures.ICis confident that this response will resolve the customer's complaintIf you have any questions or concerns, please feel free to contact me at the contact information provided below.Sincerely,David T***Senior Vice President, Client Services ###-###-####, extension *** ***@icmarc.org

ICMA Retirement Corporation ("ICMA-RC") received a complaint from the Revdex.com serving Metro Washington, DC and Eastern Pennsylvania, dated March 16, The complaint informed ICthat one of our customers had requested a Letter of Withdrawal Terms to support a refinanced loan, but that it had not
yet been receivedThe customer also stated that a telephone call was not returned.Our records show that the customer's request was received on February 27, 2017, and that we sent a response that fulfilled the request three business days later, on March 2, We also show in our records that we received a call from the customer on March wanting to know the status of the requestOn that same day, we sent another copy of the letter to the customerOn March 14, a supervisor called the customer back to follow upAnother copy of the letter was mailed the next day.We regret that the customer did not receive the letters we mailedThe call requested by the customer was returned by us within business hours; however, we regret that we did not respond more quickly than thisOn March 22, the day we received your letter, personally sent another copy of the Letter of Withdrawal Terms to the customer at the email address we have on record, along with an apologyI have not received an acknowledgment as yet, so I am unsure if the customer has received the information requested.ICis hopeful that the responses we have made will resolve the customer's complaint, if you have any questions or concerns, please do not hesitate to contact me.Sincerely,Margot *T*** Managing Vice President, Client Services ***

ICMA Retirement Corporation ("ICMA-RC") received a complaint from the Revdex.com serving Metro Washington, DC and Eastern Pennsylvania, dated October 27, The complaint informed ICthat one of our customers had not received account statements due to inaccurate information in Our records.Our
research shows that the account was established in with an undeliverable address and a transposed identification numberWhen the customer recently contacted us with her name change, our associates had difficulty locating her request, which was related to the incorrect recordings in 2012.With further research, we located her original request and are in the process of making CorrectionsWe will also refund the annual fees that were charged to her account during the period when her statements were not being delivered.We are disappointed with our service delivery in this particular case and have taken steps to remedy our processesWe have reached out to the customer to offer our apology and remedy the situation.If you have any questions or concerns, please feel free to contact me.Sincerely,Margot ** T*** Managing Vice President, Client Services ###-###-####, extension 4662

ICMA Retirement Corporation ("ICMA-RC") received a complaint from the Revdex.com serving Metro Washington, DC and Eastern Pennsylvania, dated September 9, The complaint informed ICthat one of our customers had requested a disbursement from his IRC Section plan and experienced delays before
the payment was issued.ICrecords indicate that the customer triggered a fraud block when he first requested the disbursement over the internetWhen the Customer called us to resolve, We provided incorrect information which further delayed the disbursement processUpon realizing our error, we worked with our field associates to authenticate the customer's identity and remove the block, saving extra paperwork and legwork for the customerWe Issued the disbursement on September 12.We are disappointed with our service delivery in this particular case and have taken steps to remedy our processesWe are also making a follcall to the Customer and sending a letter of apology.If you have any questions or concerns, please do not hesitate to Contact me.Sincerely,Margot *T***Vice President, Client Services###-###-#### Extension ***@icmarc.org