Ubiquity

Hello [redacted] - Please accept my apologies for the delay in responding to your repeated inquiries I recall working with you on a couple of the questions and noticed today that your final question had not yet been addressed I'm working with our teams to ensure that there aren't any future delays in communicating on this topic I've replied with all of the confidential account details and explanation in ticket # [redacted] to confirm why the chart is showing as it does on our statements The performance of the investments remaining in the account is best reviewed in the "Account Summary" section of each statement or any of the charts further down the statement The "Portfolio Summary" chart with Net Investment and Value of Account looks only at the comparison of funds put into the account vs total value today If you removed funds from the account, those funds are still included in the Net Investment total Please review the ticket reply and let me know in the ticket as well as on the Revdex.com complaint here if that answers your question, if you need anything further, or any additional feedback you have after the latest updates Regards, [redacted]

Hi [redacted] , Our system engineers are still working on updating the amortization schedule on your participant account but I can assure you that all payments have been applied according to the way they should be and as reflected in the attached corrected amortization scheduleI can also assure you that the loan in not in jeopardy of defaulting and my compliance department will be more than happy to provide you the same in writing If you still wish to move your plan I can credit you current billing in place of waiving the plan termination fee Please let me know what other documentation or services I can provide until we have updated your participant loan issue correctly Thanks, [redacted] Director of Client Experience [redacted]

Hi ***, As you may know already all of the refund request you asked for have been granted and settledThe only item we cannot address on your behalf is the filing of the IRS Form which has been prepared by our Compliance Department but must be signed and submitted by an officer of your company per DOL regulations Please let me know if you have any questions or need further assistance Sincerely, [redacted] Director of Client Experience

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] I find the information and tools available to the customers extremely lacking and the information that is provided to be opaqueThe fact that it took year to relay a vital piece of information is appalling and the fact that crucial information is reduced to one simplistic graph is patheticI am still dissatisfied with the service Ubiquity is offering, but I understand and accept their explanation of the problem related to my complaint.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I am not sure that underwriting will accept what was provided The first statement is not complete (1/1/- 3/18/16) which leaves an unaccounted for period of time (3/19/- 3/31/16) and there is no option for printing an actual statement for the current quarter We have a meeting with our mortgage broker tomorrow and I will try to find out then what else we will need My question remains, when will we have the ability to print statements for our accounts? This seems like a simple request and should be a regulatory requirement If a bank told you they couldn't provide a statement there would be an uproar, you are the bank for our 401k accounts Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 7, 2015/09/09) */ Contact Name and Title: [redacted] client success Contact Phone: XXX-XXX-XXXX Contact Email: ***@myubiquity.com Dear [redacted] , I thoroughly reviewed your areas of concern and also conducted a full audit of events for the life cycle of your account with our companyThe details and timelines can be found just below Welcome email (1st attachment) confirms all fees & services were outlined per DOL regs Name change from The Online 401(k) to Ubiquity was covered in email (2nd attachment) in late DecemberFees/Services all remained the same, just a change in name Ubiquity did delay response to questions from July to Feb Due to this delay, we will refund/waive all fees Ubiquity replied via ticket XXXXXX Feb to cover all questions and outline next steps to request distributionIt was up to saver at this point to request distribution Saver requested distribution Ubiquity sent request to sponsor for approval Ubiquity sent 2nd request to sponsor for approval Plan sponsor approved distribution Delay from 8.7.XXXX - Xdue to plan sponsor not approving distribution Ubiquity liquidating account Full Principle + Gain along with refund of $in fees will be paid out In light of what was uncovered I too agree that there were some delays in our response and processing times and because this is not the type of services we are committed to delivering I too feel you are deserving of a full refund A check will be released tomorrow, September 10th, in the amount of $You can expect delivery to your IRA rollover custodian provided in the original request (Wells Fargo) within business days from the 10th Total dist would be $(principle) + $(fees) for a grand total of $ If you have any questions or require further assistance please let me know Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Consumer Response / [redacted] (3000, 15, 2015/09/15) */ ***Document Attached [redacted] copy of check

Initial Business Response / [redacted] (1000, 5, 2015/06/15) */ Contact Name and Title: [redacted] client success Contact Phone: XXX-XXX-XXXX Contact Email: ***@myubiquity.com The Successor Plan Rule as defined in IRS §401(k)(10) states that an employer may not terminate a 401(k) plan and then start a new one for at least months after the original plan is terminatedThe 12-month waiting period begins on the date that all elective deferrals have been distributed from the terminated 401(k) plan, not the date of the resolution terminating itTo prevent both of the new corporate entities from exposure to the Successor Plan Rule mentioned we suggested that one company simply spin off of the other while one maintains the current plan and the other begins anew Attached are the electronically singed adoption agreement on 4/30/for the [redacted] MD PA Retirement Trust which is the company plan started as a spin off from [redacted] DO PAIt has a plan effective date of 5/1/ The Express K SFee and 1st quarterly fee is what we charge for any new plan, which is what your spin off was, because of the work involved, therefore a refund is not something we fell is warranted at this time since the plan was setup as you wishedIt an industry standard and one that we continually fall below many of our competitors year after yearWe would like to offer a waiver of the monthly participant account maintenance fees for the next quarter if acceptable to you Your Fidelity Bond covering the Plan is not something we did not charge you for and wouldn't because it's outside of the services we provide(1st invoice attached) A transfer in-kind rollover was completed on 6/4/1/for both [redacted] and [redacted] The 3rd participant has yet to provide personal instructions to roll over their funds but we are patiently waiting as we have been informed of some personal health matters they are currently dealing with I want to ensure you that your plan account is completely safe and secure in our careYour dedicated serviced representative, [redacted] and her team is anxiously waiting to show just how secure your account is and to navigate you through the access point and other features that allow you to manage itShe will be reaching out to you today to schedule a on website tour at your earliest convenience Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The way my new account setup was handled affected my trust in this 401k companyOptimally, I would have liked to not use the new account and obtain a new pension plan administratorI spent a good amount of money to get a suboptimal productI want a company with better PERSONALIZED customer serviceWe were not understood or given care to assure a smooth transition; yet I had been a loyal customer for years; paying program administration fees I feel pressured to use a product I do not believe in anymore and have wasted the money required to start the new planDid you know my name was frequently misspelled on emails from Jason Gross? It was embarrassing and not the type of customer service I am accustomed to or seek I feel like just another ticket number; this is not the relationship I want with my retirement planI'm not seeking anything anymoreI'll take the lossI'll keep it open for now until I can transition somewhere else that better meets my needs and expectations I don't need a website tour; if you knew about me as your customer, you would know that I have been with you for yearsI have personally made the contributions for my company and serviced my employee contributions; the new plan you slowly and ineffectively set me up with is the sameYou did already do a tour with my husband, the business practice administratorHe did it weeks before the rollover occurred; yet couldn't use its features due to the inefficiency of the transition to a fully useable new account I would recommend to you that you find ways to make better relationships with your customersFind ways to offer non-cookie-cutter servicePre-formed reflex emails, phone trees, and misspelling of your customers' names doesn't instill confidence or trustBusinesses are dynamic entities, their needs change, and vendors to those businesses (as you are) need to be ready to accommodate the changesWe had a very simple change, it was made incredibly complex, and even [redacted] conflictI am not one to place complaintsThis is the first one I have ever done in my workings with hundreds of companies and vendors!! At the end of the day, I want an administrator who I can call, will know me, will concisely lay out a plan to meet the needed changes, and follow-through responsibly via a single point of contactThank you for your time in reading this, and I hope you make changes to accommodate these needs, which I am certain are not only mine

I had the unfortunate luck of having my funds transferred here I have had my funds “pending separation” for over two months In addition to that, the one roth account was “separated” into two funds I tried to take all my funds out and now trying to make me pay a second fee because their system is flawed They have even expressed to me that this is wrong and it should be changed yet my “urgent” ticket has been pending for weeks and all I get “Let me take a message and someone will get back to you.”

Hi [redacted] , After a few back and forth conversations with me and a second set of plan statements I think we've come to a resloution on this issueIf not please let me know what else you need and I'll be happen to provide it to you directly Thanks, [redacted] director of client experience

Hi [redacted] I see that you've been in constant communication with of our dedicated escalation representatives daily since you opened this complaint and a final resolution was reached todayYou will be receiving the final reports shortly for your records If you have any outstanding issues you would like to discuss directly with me or need additional information on what occured please let me know and I'd be happy to speak directly with you Sincerely, [redacted] Director of Client Experience

I feel everyone's pain, we have had nothing but problems since they switched software back in March Their software problems should not take months to correct and trying to get any help is even more frustrating I have had problems with contributions showing in my account, the incorrect balance forward from last year to this year (of course they show less from to 2016) and deductions from my money market account (which I know I am not making money but should not be losing it either) I have tried to contact [redacted] directly to see if they have any accounting of my records and even though they were very helpful they can only show all the money the company has contributed but not by each employee, THAT'S UBIQUITY'S JOB I want to stop contributions, which I asked my employer to due as of 6/30's payroll and roll it over to a new plan, my problem is I want my balance to be correct so when we leave I will have the right balance Does anyone have any suggestions?

Hello ***, Thank you for your continued patience as we work with your employer and HR team on issues with contributions posting to the account. When Ubiquity receives payroll contribution reports from clients/HR teams, it authorizes us to pull funds from your company’s payroll bank... account. Ubiquity attempted to pull the funds for those three payrolls totaling $5,620 but they were rejected to due to NSF. This is due to either not enough funds being in the employer’s bank account or if the bank information changed but Ubiquity wasn’t updated. This reject occurred on 3 separate payroll files. Ubiquity emailed [redacted] 8/16, 8/23, 9/7 with a request to verify correct payroll bank information and to authorize Ubiquity in writing to re-try the ACH pulls. After you filed your formal complaint here, we reviewed your payroll records and since there hadn’t been any additional communications from [redacted] we attempted to pull those funds from those payrolls and they were posted to your account 1.25 & 2.2. 401(k) rules also confirm ‘late interest’ calculations that are due when payrolls are posted late to an account regardless of reason. Ubiquity calculated those amounts per DOL rules to be $125.58 and that required [redacted] as the plan sponsor/trustee to reply to verify late interest could be posted to the account. As of yet we haven’t heard from [redacted] on this amount. Our team emailed [redacted] in February with the rules / steps to calculate and authorize funding of late interest on those 3 payrolls. I’ll ask our team to send another reminder as that is the one item I do not see has been completed.Please reply to confirm if the above actions/details address your initial complaint or if you have any further questions.

Initial Business Response / [redacted] (1000, 5, 2015/05/11) */ Contact Name and Title: [redacted] CST lead Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @myubiquity.com [redacted] reached out to Mr. [redacted] regarding his distribution request. Since he is the last participant in the... plan and the trustee, rather than a simple distribution, we needed to confirm the termination of the plan. Upon speaking with ***, Mr. [redacted] understands this and is moving forward with terminating the Computer Forensics plan. Mr. [redacted] has the official instructions to complete this and our team will coordinate directly with him to process his distribution and close the plan. Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The representative from Ubiquity did contact me several days after I submitted this complaint. Within 1 day of that communication I received via email the initial request for documentation from the Ubiquity rep on next steps in closing the account with them. I responded to all steps required and then.... crickets That is correct, SILENCE! Since I have had very little communication with Ubiquity regarding the time table of this closure, it is impossible for me to close this complaint with either a satisfactory or unsatisfactory resolution to the issue. Final Business Response / [redacted] (4000, 9, 2015/06/02) */ On 5/25/2015 we updated his online withdrawal request ticket in the "Inbox" of his participant 401(k) account with the following message... Request ID: XXXXXX Subject: Withdrawal Request - Check has been released Description: Your withdrawal request is complete and your money has left the bank. Unless you requested another form of delivery, your check has been mailed via the USPS to your home address on file. If you do not receive your check within 10 business days, you can request a stop payment and reissue by sending an e-mail to ***@myubiquity.com. If Mr. [redacted] has not received his distribution within 15 business days from 5/25 he can request a stop pay and reissue directly with me. Sincerely, [redacted] ***@myubiquity.com client success champion t. XXX-XXX-XXXX

Hi ***,
The website has been updated and you now have the ability to print statements year to date or by quarter as well as download and print the Q& EOY Statements so there wouldn't be any missing timeframes of data
Please let us know if you need assistance locating and printing the statements and I'll have a specialist contact you directly
Thanks,
***
Director of Client Experience
***

Hi ***,
The reimburse check for the associated interest amount on the IRS Form was sent out last week to the PO box address you provided per your requestYou should expect the post office to deliver it by the end of this weekPlease let us know if you still have not received it by then or have additional questions
Thanks,
*** ***
Director of Client Experience

Complaint: ***I am rejecting this response because:Many hours (estimated at hours) were spent by our company executives communicating with Ubiquity to get these minimal amounts resolvedAppropriate plan funding amounts were finally forwarded to the service provider as requested on 9/29/2016. We received clarification from the DOL that our company should sign the Form for late contributions, however, we have not received the associated interest amount for the Form from Ubiquity as promised by the Ubiquity CEO and Ubiquity transition manager
Sincerely,*** ***

Hi ***,
As you may know already all of the refund request you asked for have been granted and settledThe only item we cannot address on your behalf
is the filing of the IRS Form which has been prepared by our Compliance Department but must be signed and submitted by an officer of your company per DOL regulations
Please let me know if you have any questions or need further assistance
Sincerely,
*** ***
Director of Client Experience

Initial Business Response /* (1000, 5, 2015/01/16) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@theonline401k.com
We were very sorry to hear of Mr***'s experience with our Single(k) servicesBoth our Accounting and Single(k)
support teams have been in contact with Mr*** this week
Through our billing department, we found that our contact information for Mr*** had not been updated for some timeMuch of the communication in response to his requests was electronic and sent to an e-mail that was no longer in use
In resolution, we have billed Mr*** with with the requested $to pay his annual fees and have updated all contact information with what he is currently usingWe were very happy to be able to resolve this and we are confident it will not be an issue in the future

Initial Business Response /* (1000, 5, 2014/05/09) */
We appreciate the opportunity to respond to this claimWe have worked quickly to resolve the matter and the resolution is outlined below
The original ADP/ACP testing that was completed on the plan resulted in a failureOnce the
company was notified, they requested the tests to be rerun in a few different ways, not the default method outlined in the documentOnce this was done, the test passedHowever, the initial distributions from the failure were already in process and checks were sent
As per our process, we requested the checks be sent back to not incur any stop issue fees from the custodianOnce we received ***'s check, we began work on getting the funds back into the planWe posted these monies back to his account on April We ran a gain/loss calculation from the day it was liquidated and confirmed he did not incur a lossRather, when the monies hit the account he gained an additional units in his funds
Since we received the check and stopped the payment, the custodian did not create the 1099RTherefore, it did not need to be cancelled
As a show of good faith, we will be creating a credit their next invoice for any hardships this may have caused our client

Horrible customer service
Website update resulted in inability to use the customer portal
Placed on hold multiple times with no one answering the phone
Placed on hold multiple times after being told I was being transferred to someone who could help