Ubiquity

Hi ***
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,
*** ***
Director of Client Experience

Initial Business Response /* (1000, 5, 2014/07/17) */
On 10/24/13, we received an agreement for services from *** *** to implement a 401(k) plan for his companyThe effective date for the plan is January 1, and we began work to create the new 401(k) planAccording to the
Agreement for Services signed by Mr***, we began the billing process
The language in that agreement is below:
SECTION TERM OF AGREEMENT
This Agreement commences on the first business day after this Agreement is received by The Online 401(k), (the "Commencement Date")This Agreement will automatically continue on a quarterly basis unless and until Client requests the termination of The Online 401(k)'s servicesClient will experience a recurring quarterly charge paid via ACH from the Client's bank account of record or other preferred method of paymentFor The Online 401(k)'s full termination policy, please refer to Section of this Agreement
Fee ScheduleClient agrees to pay The Online 401(k) according to the Fee Schedule (Schedule A)
attached to and made part of this AgreementThe fee schedule may change but Client will receive at
least sixty (60) days' advance noticeThe Online 401(k) reserves the right to charge for any extra
services, including, but not limited to those identified as such on Schedule A, at The Online 401(k)'s
hourly rate, which is in effect at the time the extra services are performed
In accordance with this agreement, the charges made to the plan occurred as follows:
12/05/13: $1,
04/02/14: $
06/23/14: $
These fees paid for the work to begin the administration on the planIn the beginning, he was very motivated to start a plan to benefit from the plan yearUnfortunately, the deadline had passed and he wanted to go ahead with a plan for Our Retirement Plan Consultant, *** *** explained the billing process and Mr*** signed up to get the process movingMonths passed and we were unable to coordinate building the plan documents after requesting it multiple times
Mr*** inquired about the billing and *** again explained how the billing worked*** stated that we would like to get the plan moving forward or be notified if the plan was not going to be implementedAdditional conversations stated that Mr*** would still like to start the plan, but not pay the fees we charged since the Agreement for Services was explained and signed in
It is important to us that small businesses have a way to save at workWhile we have spent some time and resources to move the plan along, we also understand the pressures of running a companyIf the plan is not going to continue, we simply need to be notified of that We will then provide a final invoice documenting the work that has already been doneTherefore, no further charges will take place
Consumer Response /* (-5, 10, 2014/11/04) */
Please re-open this case, I cannot access the response from the company and the notice that they replied went to a spam folder
Consumer Response /* (3000, 13, 2014/11/04) */
Theonline401k.com and Jason*** never explained the billing processWe filled out the ACH form as part of the application but were waiting to hear from them on options, plans, etcThey never signed up anybody for a plan, they just started billing, the last charge after I cancelled the account
I called Mr.***, who agreed to refund the last charge of $from Jun 24thThey now refuse to refund the charge debited after I cancelled

Initial Business Response /* (1000, 5, 2014/04/30) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@theonline401k.com
We have contacted Mr*** directly and are working with him to resolve his complaintWe have come to an agreement on how he will
proceed

Hi ***,
We have gone ahead and corrected the invoice and you have not been billed the $The plan was terminated on 5/but the invoice had gone out just prior to the termination completion but we have corrected that so you will not be chargedPlease let us know if you need anything else
Thank you.
***

Hi ***
I have reviewed your plan and do see that you did cancel the setup of your plan before everything was completeWe are going to refund the full $2,that we had invoiced you forIn the future, you can always reach us directly at (*** *** option and then option and we will
be happy to helpPlease let me know if you need anything elseThank you.
***

Initial Business Response /* (1000, 7, 2015/09/09) */
Contact Name and Title: *** *** client success
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@myubiquity.com
Dear ***,
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,
***
Initial Consumer Rebuttal /* (2000, 9, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (3000, 15, 2015/09/15) */
***Document Attached***
copy of check

Hello ***,
Thank you for your patience as we worked through the steps since January to start the process to move your 401(k) to a new provider I connected with the Plan Sponsor service team this week and reviewed records of tickets/correspondence/etc on the account I wasn't
able to determine any specific service issues related to your account and the individuals who worked with you on the plan and to move the plan shared emails/ticket/call records with me
I'm happy to review any additional details you can provide regarding your experience to chat further Please reply to confirm if you'd like to discuss further or if your work with our service/transitions team over the last months resolved the issue you have

DO NOT USE THIS COMPANY!!!!
We transitioned to Ubiquity in Nov In February/March they transitioned to new software I understand that they went through a terrible time, and yes, it took all of three to four months for them to get back on their feet Now I am having a horrible time making a submission for my employees, which was due on 9/ I was told that they would "fix" the issue on their end and that the submission would show for the 15th deadline Not only is this turning out to be untrue, but when I just called Ubiquity, I was told that they had fixed the problem and now I have to deal with the fallout from the IRS because the submission is dated 9/19!!!! OMG!!!!!!

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. I received the check yesterday. Please be aware that I sent/received emails between April and September to get these issues resolved.Sincerely, *** ***

Hello *** - our apologies for missing the final step of the original credit of fees from the issue you noted in That complaint was resolved with an offer to waive the upcoming quarterly fees ($4/month for months) due to the late posting of your rollover Since this
credit/waiver did not occur I'll be asking that our team instead refund all monthly fees paid since then ($4/month for months for a total of $48)
Please let us know if you have any additional questions

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Thank you for your emailMy name is *** *** and I am the manager of our client service teamsFor distributions less than $200, the custodian charges a distribution fee of $so if we were to distribute your $balance, the distribution fee would take the full amount and that is why the
saver support specialist mentioned that there would not be a distribution of funds for the monies that were in your accountIf you have any questions or would like to speak to me, please give me a call at *** *** and you can ask for meThank you

Hi ***,
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,
***
director of
client experience

We recently signed up for 401k services through Ubiquity only to find that the website is defective and customer service is near existentWe fortunately have not transferred any funds to the company but I am unable to reach anyone with regard to status of my accountIt seems like there is no shortage of other frustrated users resorting to their Facebook page to receive some type of assistanceI fear I am unable to set up my account, but we paid a $setup fee and we will face a $cancellation fee for terminatingAlong with $179/month subscription fee that has currently been running and we're unable to use the service we are paying for

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 schedule. I 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 [redacted],
As you may know already all of the refund request you asked for have been granted and settled. The only item we cannot address on your behalf is the filing of the IRS Form 5330 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

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]

Hello [redacted],
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.

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 opaque. The fact that it took 1 year to relay a vital piece of information is appalling and the fact that crucial information is reduced to one simplistic graph is pathetic. I 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]

Everything all the other reviewers state are completely true. Something is terribly wrong with their software system. My online account does not display correct information & won't allow me to click on necessary links. Their customer service is a complete joke - because it's virtually non-existent. I've been trying to get an answer to a very simple question for over 2 weeks. I've sent multiple different emails & never received a single response. I've also called customer service several times, & it's completely useless. Literally every time, you get the same response - that "someone will call you back." This company needs a complete overhaul from the software/technical side & proper training & resources for useful customer service.