National Research Lab, Inc.

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 ***

[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,
*** ***

This letter is in response to your letter dated March 6, 2018, addressed to *** ***, regarding a complaint filed with the Revdex.com of Metropolitan Washington, DC, and Eastern Pennsylvania ("the Revdex.com")According to your letter, the Revdex.com received a complaint from a participant
regarding the attempted rollover of funds in his retirement account administered by ICMA Retirement Corporation (“ICMA-RC").As indicated in the Revdex.com complaint, the participant contacted ICto facilitate the rollover of his account to a new 401(k) provider with his new employerThe participant indicated he received delays and experienced difficulties in processing the rollover, and subsequently contacted the Revdex.com.ICreceived your notice of complaintSubsequently, as a Managing Vice President at ICMA-RC, I reached out to the participant by telephone on behalf of ICand confirmed he has received all the information needed to complete his rolloverWe further discussed the details of the issues he encountered so that ICcan understand thoroughly what caused the issues and make improvements in the futureI apologized for the delays and difficulties he encounteredThe participant appeared to be satisfied with this explanation and response.If you have any questions or concerns, please feel free to contact me at the contact informationprovided below.Sincerely,Margot LT*** Managing Vice President, Client Services ###-###-####, extension ***@icmarc.org

According to your letter, the Revdex.com received a complaint form a participant regarding tax reporting documentation via a retirement account administered by *** *** *** ("***-**").As indicated in the Revdex.com complaint, the participant contacted ***-** to request I** *** *** regarding a
prior rollover, without receipt of this form and needs the information requested to avoid tax penalties.***-** received your notice of complaint. Subsequently, a Vice President reviewed the participant's file and discovered the issue was resolved prior to the complaint to the Revdex.comThe participant had requested the information February 2018, and our Client Services department confirmed the participant appropriately received a *** ***, which detailed the rollover information. Subsequently, on *** *** *** prior to the complaint, a letter was sent to the participant detailing the rollover and tax implications as he requested. these actions occurred prior to his complaint to the Revdex.com, and were reviewed for sufficiency upon receipt of the complaint. the participant has not further responded or communicated an issue to the ***-**.If you have any questions or concerns, please feel free to contact me at the contact information provided below.Sincerely,Greg D***Vice PresidentClient Services

ICMA Retirement Corporation (“ICMA-RC") received the attached complaint from the Revdex.com serving Metro Washington, DC and Eastern Pennsylvania, dated February 16, The complaint informed ICthat one of our customers is having difficulty completing a transfer of his retirement plan account to
another financial firm.ICrecords indicate that the transfer was completed on February 12, 2016, with a check for $201,issued to *** *** *** Insurance Company ("***”) for the customerThe delay in completing the transaction resulted from the following events:• The initial request was submitted on ***'s paperwork only and did not include ICMA-RC's Transfer Out paperworkThus, the initial request was not in good order, ICtwice mailed the customer a copy of the Transfer Out paperwork, but he apparently did not receive it until it was e-mailed on February 8, The customer faxed the Transfer Out paperwork to ICon February 9, 2016.• Due to an internal error, the Transfer Out paperwork was not properly processed until February 11, During this delay there was a $1,gain, which ICwill Credit to the Customer.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,

Thank you for inviting ICto communicate resolution status with regard to our customer's complaint described in your letter dated August 28, 2017.Please be advised that the complaint has been resolvedOur customer's funds have been transferred back to his original investments as he requestedAlso in response to the customer's request, We have explained how the transfer happenedFraud was not a factor.We have also expressed our apology to our customers for our inefficient handling of his calls to our contact center.Sincerely,David T*** Senior Vice President, Client Services

We have reviewed the specific service concerns outlined in the Customer Experience information sheet you providedICMA-RC's review has confirmed that the customer experienced longer wait times than when contacting us by telephoneWe do not concur, however, with the customer's statements
regarding lateness of payment from the accountOur review indicates that the payment was issued in a timely manner, but the customer's bank was unable to credit the payment due to inaccurate information provided to ICby the customerAfter receiving the correct information, we re-issued the payment and it has cleared the banking system.We have been unsuccessful in reaching the customer by telephone to discuss her experienceWe have sent her an email expressing our apology and providing the rollover forms and instructions she requested as her desired outcome.If you should have any questions or concerns, please do not hesitate to contact me.Regards,David T***

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 the attached complaint from the Revdex.com serving Metro Washington, DC and Eastern Pennsylvania, dated February 16, The complaint informed ICthat one of our customers is having difficulty completing a transfer of his retirement plan account to
another financial firm.ICrecords indicate that the transfer was completed on February 12, 2016, with a check for $201,issued to *** *** *** Insurance Company ("***”) for the customerThe delay in completing the transaction resulted from the following events:• The initial request was submitted on ***'s paperwork only and did not include ICMA-RC's Transfer Out paperworkThus, the initial request was not in good order, ICtwice mailed the customer a copy of the Transfer Out paperwork, but he apparently did not receive it until it was e-mailed on February 8, The customer faxed the Transfer Out paperwork to ICon February 9, 2016.• Due to an internal error, the Transfer Out paperwork was not properly processed until February 11, During this delay there was a $1,gain, which ICwill Credit to the Customer.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,

Dear *** ***:This letter is in response to your letter dated February 6, 2018, addressed to *** ***, regarding a complaint filed with the Revdex.com of Metropolitan Washington, DC and Eastern Pennsylvania ("the Revdex.com")I apologize for our delayed responseICrecently
implemented a new spam filter, and this complaint was caught by the filter, so we did not receive actual notice of the complaint until after the deadline to respond.According to your letter, the Revdex.com received a complaint from a participant regarding the attempted payment of a loan via a retirement account administered by ICMA Retirement Corporation ("ICMARC").As indicated in the Revdex.com complaint, the participant contacted ICto confirm information regarding the loan payment, and subsequent eligibility to take another loanThe participant indicated she received inconsistent information and inadequate, unprofessional customer service, and subsequently contacted the ???.ICreceived your notice of complaintSubsequently, a Senior Manager at ICreached out to the participant on behalf of ICand explained the situationThe loan information she received? was inconsistent due to the transition from a prior provider where the loan was originatedHe further explained the issue with allowing another loan, which is precluded by IRS regulations, and offered the participant options regarding how she would like to proceedThe Senior Manager apologized for the difficulties she encounteredThe participant was satisfied with this explanation and responseIn addition, the original Associate who spoke with the participant received training on his handling of the situation.If you have any questions or concerns, please feel free to contact me at the contact information provided below.Sincerely,Greg DVice President Client Services

Thank you for inviting ICto communicate resolution status with regard to our customer's complaint described in your letter dated August 28, 2017.Please be advised that the complaint has been resolvedOur customer's funds have been transferred back to his original investments as he requestedAlso in response to the customer's request, We have explained how the transfer happenedFraud was not a factor.We have also expressed our apology to our customers for our inefficient handling of his calls to our contact center.Sincerely,David T*** Senior Vice President, Client Services

Dear *** ***:This letter is in response to your letter dated April 27, 2018, addressed to *** ***, regarding a complaint filed with the Revdex.com of Metropolitan Washington, DC and Eastern Pennsylvania (“the Revdex.com”)Thank you for the extension of the deadline for our response
to May 11.According to your letter, the Revdex.com received a complaint from a participant regarding an emergency withdrawal from a retirement account administered by ICMA Retirement Corporation (“ICMA-RC”).As indicated in the Revdex.com complaint, the participant contacted ICto request an emergency withdrawal from her retirement account subsequent to a recent hurricane, with “repairs/claims in due to the storm.”ICreceived your notice of complaint on April 27, Subsequently, a Vice President reviewed the participant’s fileIn her initial request, the participant provided documentation showing that her insurance company repaid the amounts for the repair, with a sparse explanation as to the need for a withdrawal, and was subsequently denied for insufficient support based upon IRS regulations, and procedures put into place by the retirement planThe participant’s second request was submitted with some additional explanation, but was similarly denied for lack of substantiationSubsequently, IChas reached out to the participant and discussed a resolution, requiring additional documentation to substantiate her claim and follow the procedures required to make an emergency withdrawal.The participant communicated her approval of the proposed resolution to ICMA-RC.If you have any questions or concerns, please feel free to contact me at the contact information provided.Sincerely,Greg DVice President Client Services?

[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,
*** ***

Dear *** ***:This letter is in response to your letter dated January 16, 2018, addressed to *** ***, regarding a complaint filed with the Revdex.com of Metropolitan Washington, DC and Eastern Pennsylvania (“the Revdex.com”)According to your letter, the Revdex.com received a complaint from
a participant receiving statements regarding a retirement account administered by ICMA Retirement Corporation (“ICMA-RC”).As indicated in the Revdex.com complaint, the participant attempted to contact ICto clarify information regarding this account as he had no recollection or record of such an accountThe participant was not successful in reaching an investor services representative to clarify the situation, and contacted the Revdex.com,ICreceived your notice of complaintSubsequently, a Senior Manager at ICreached out to the participant on behalf of ICand explained he has an active Retirement Health Savings (“RHS”) account, to which he currently contributes through payroll deductionHe further explained the purpose of the account, how to login online, and view his statementsThe Senior Manager apologized for the extended wait time, and explained ICreceived high call volume around January 12,when he was attempting to contact usThe participant was satisfied with this explanation and response.If you have any questions or concerns, please feel free to contact me at the contact information provided below.Sincerely,David TSenior Vice President, Client Service?

ICMA Retirement Corporation (“ICMA-RC") received a complaint from the Revdex.com serving Metro Washington, DC and Eastern Pennsylvania, dated April 21, The complaint informed ICthat one of our customers had applied for an unforeseeable emergency withdrawal from his IRC Section plan and has
not yet received approval.The customer participates in a Section deferred compensation plan which allows a portion of current income to be contributed and taxes to be deferred until the assets are withdrawn during retirementStrict rules apply to the receipt of these assets prior to retirement because of their tax deferred statusAn unforeseeable emergency withdrawal request may be fulfilled only under very severe circumstances, and must be fully documented.The documentation we received from this customer is insufficientWe tried to obtain additional confirmation from the medical provider who issued the invoice that the customer provided to usThe medical provider does have a record of the invoice, but the name and address Of the person who received the invoice from the provider do not match that of our customerWe have presented this information to the plan sponsor, who is currently reviewing the information.ICis confident that our process for reviewing this customer's request has been in keeping with IRS requirementsIf you have any questions or concerns, please feel free to contact me at the contact information provided below.Sincerely,David T***

ICMA Retirement Corporation ("ICMA-RC") received a complaint from the Revdex.com serving Metro Washington, DC and Eastern Pennsylvania, dated November 15, The complaint informed ICthat one of our customers had requested a withdrawal form from us but had not received it, although we sent it via
mail twice, on two different dates in October.We regret that the customer did not receive the forms we mailedWe verified that both mailings went out to the address on record, which matches the address on the complaint document that you sent to us.Yesterday, we emailed a copy of the form to the customer using the email address we have on recordWe have not yet received confirmation from the customer that the form was delivered successfully, howeverToday we will mail another copy of the form with a cover letter.ICis hopeful that this response 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 ***

[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? Thanks for the prompt response, the clear communication, and the swift resolution
Regards,
*** ***

Dear [redacted]:This letter is in response to your letter dated January 16, 2018, addressed to [redacted], regarding a complaint filed with the Revdex.com of Metropolitan Washington, DC and Eastern Pennsylvania (“the Revdex.com”). According to your letter, the Revdex.com received a complaint from...

a participant receiving statements regarding a retirement account administered by ICMA Retirement Corporation (“ICMA-RC”).As indicated in the Revdex.com complaint, the participant attempted to contact ICMA-RC to clarify information regarding this account as he had no recollection or record of such an account. The participant was not successful in reaching an investor services representative to clarify the situation, and contacted the Revdex.com,ICMA-RC received your notice of complaint. Subsequently, a Senior Manager at ICMA-RC reached out to the participant on behalf of ICMA-RC and explained he has an active Retirement Health Savings (“RHS”) account, to which he currently contributes through payroll deduction. He further explained the purpose of the account, how to login online, and view his statements. The Senior Manager apologized for the extended wait time, and explained ICMA-RC received high call volume around January 12,2018 when he was attempting to contact us. The participant was satisfied with this explanation and response.If 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 Service

ICMA Retirement Corporation ("ICMA-RC") received a complaint from the Revdex.com serving Metro Washington, DC and Eastern Pennsylvania, dated November 15, 2016. The complaint informed ICMA-RC that one of our customers had requested a withdrawal form from us but had not received it, although we sent it via...

mail twice, on two different dates in October.We regret that the customer did not receive the forms we mailed. We verified that both mailings went out to the address on record, which matches the address on the complaint document that you sent to us.Yesterday, we emailed a copy of the form to the customer using the email address we have on record. We have not yet received confirmation from the customer that the form was delivered successfully, however. Today we will mail another copy of the form with a cover letter.ICMA-RC is hopeful that this response will resolve the customer's complaint. If you have any questions or concerns, please do not hesitate to contact me.Sincerely,Margot ** T[redacted] Managing Vice President, Client Services [redacted]

We have reviewed the specific service concerns outlined in the Customer Experience information sheet you provided. ICMA-RC's review has confirmed that the customer experienced longer wait times than normal when contacting us by telephone. We do not concur, however, with the customer's statements...

regarding lateness of payment from the account. Our review indicates that the payment was issued in a timely manner, but the customer's bank was unable to credit the payment due to inaccurate information provided to ICMA-RC by the customer. After receiving the correct information, we re-issued the payment and it has cleared the banking system.We have been unsuccessful in reaching the customer by telephone to discuss her experience. We have sent her an email expressing our apology and providing the rollover forms and instructions she requested as her desired outcome.If you should have any questions or concerns, please do not hesitate to contact me.Regards,David T[redacted]