Ubiquity

Hello [redacted] - thank you for your patience working with our teams in January.   We apologize for the delay in connecting with you.  
I see records of you calling a leaving messages on our phone line twice on 1.20 and once on 1.25 with notes from our team in each case that they attempted...

to call back or you were referred to our online chat to solve your login issue.   I see you were able to login shortly after and completed a withdrawal 1.25 that has since been completed.   
Please confirm if you made additional attempts to connect with us via phone or email (if email what email address did you send the message to and which email address did you send it from?)   Though you were able to accomplish you goals, we'd like to see if you have any additional questions.  Thank 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 issue. If 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

Initial Business Response /* (1000, 13, 2015/10/05) */
Contact Name and Title: [redacted] client success
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@myubiquity.com
Hello Mr. [redacted],
I apologize for the delay but the complaint at first glance appeared to be a duplicate we'd already...

addressed. After determining that you had the same plan termination request for 3 separate plans we moved quickly to liquidate the Generator Power Solutions Retirement Trust Plan.
All accounts were fully liquidated on 9/17/2015 and the total plan balances are now at zero and the distributions were then sent to the payee of record on the withdrawal requests.
If you or the participants in the plan(s) have yet to receive confirmation from the payees please let us know so we may process a stop pay and reissue.
Please let me know if you have any questions.
Thanks,
[redacted]
[redacted]
client success champion
t. XXX-XXX-XXXX / f. [redacted]
myubiquity.com

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. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/06/15) */
Contact Name and Title: [redacted] client success
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@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 12 months after the original plan is terminated. The 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 it. To 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 4/30/2015 for the [redacted] MD PA Retirement Trust which is the company plan started as a spin off from [redacted] DO PA. It has a plan effective date of 5/1/2015.
The Express K Set-up Fee 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 wished.. It an industry standard and one that we continually fall below many of our competitors year after year. We 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 6/4/1/2015 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 care. Your 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 it. She will be reaching out to you today to schedule a 1 on 1 website tour at your earliest convenience.
Initial Consumer Rebuttal /* (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 company. Optimally, I would have liked to not use the new account and obtain a new pension plan administrator. I spent a good amount of money to get a suboptimal product. I want a company with better PERSONALIZED customer service. We were not understood or given care to assure a smooth transition; yet I had been a loyal customer for 5 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 plan. Did 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 plan. I'm not seeking anything anymore. I'll take the loss. I'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 5 years. I 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 same. You did already do a tour with my husband, the business practice administrator. He 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 customers. Find ways to offer non-cookie-cutter service. Pre-formed reflex emails, phone trees, and misspelling of your customers' names doesn't instill confidence or trust. Businesses are dynamic entities, their needs change, and vendors to those businesses (as you are) need to be ready to accommodate the changes. We had a very simple change, it was made incredibly complex, and even [redacted] conflict. I am not one to place complaints. This 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 contact. Thank 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.

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 (1/1/16 - 3/18/16) which leaves an unaccounted for period of time (3/19/16 - 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]

This is the single worst customer experience I've ever had with any company, period. They have an admirable mission (help people with retirement), but they are so truly incompetent, that they do not deserve to be in business.
I had saved tens of thousands of dollars over several years in my 401(k). Attempting to withdraw that money after I left my employer, which I have every legal right to do immediately, took over 3 months. THREE MONTHS. I honestly believe what they are doing is illegal.
I don't believe that the employees of that company are dishonest people. I think they are massively understaffed and do not have the ability to answer customers' questions in a reasonable timeframe. Calling their customer service line will, perhaps one out of ten times, result in a callback two weeks later. Emailing them will, perhaps one out of five times, result in a response (that is often not helpful) one week later. It is just not acceptable to charge someone to take care of their money, and then not be able to answer their questions or be so, so slow.
Although they used to be branded "The Online 401(k)", they had to shut their website down for TWO WEEKS in order to complete an upgrade, which - by the way - accomplished nothing and added no functionality. And the upgrade introduced a huge number of bugs.
If you are an employer considering using Ubiquity, please, PLEASE reconsider. Please read the reviews on Google that give them a 1.2 / 5.0 rating. Please understand how awful an experience it is for your employee to not know where thousands of hard-earned savings are, or how to get it out of the hands of this horrifyingly incompetent company. There are so many other companies that provide this service that are so much better. Please use one of the others. Please do not support this completely unacceptable business model.

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 2015 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?

Initial Business Response /* (1000, 7, 2015/09/09) */
Contact Name and Title: [redacted] client success
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@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 company. The 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 December. Fees/Services all remained the same, just a change in name
Ubiquity did delay response to questions from July 2013 to Feb 2014. Due to this delay, we will refund/waive all fees
Ubiquity replied via ticket XXXXXX Feb 2014 to cover all questions and outline next steps to request distribution. It was up to saver at this point to request distribution
Saver requested distribution 7.31.2015
Ubiquity sent request to sponsor for approval 8.7.2015
Ubiquity sent 2nd request to sponsor for approval 8.19.2015
Plan sponsor approved distribution 8.26.2015
Delay from 8.7.XXXX - X.26.2015 due to plan sponsor not approving distribution
Ubiquity liquidating account 9.4
Full Principle + Gain along with refund of $170.27 in fees will be paid out
In light of what was uncovered I too agree that there were some delays in our normal 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 $969.05 . You can expect delivery to your IRA rollover custodian provided in the original request (Wells Fargo) within 10 business days from the 10th.
Total dist would be $798.78 (principle) + $170.27 (fees) for a grand total of $969.05
If you have any questions or require further assistance please let me know.
Sincerely,
[redacted]
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) */
[redacted]Document Attached[redacted]
copy of check

Complaint: [redacted]I am rejecting this response because:
All issues are still not resolved including 
1) giving written safe harbor calculations
Rules ( who it has been set up ) so we can give 2 different payroll company, accountant etc2) because of website being done, payroll not going through , no response by customer service
I would like our gross payroll Inputted and our account brought up to date so we can start making contribution
If that is not possible, I would like refund of monthly fees for April , May and June because we have not been able to make any contributions because of issues at your endSincerely
,[redacted]

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 3 weeks and all I get “Let me take a message and someone will get back to you.”

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 (1/1/16 - 3/18/16) which leaves an unaccounted for period of time (3/19/16 - 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]

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]
I see that you've been in constant communication with 2 of our dedicated escalation representatives daily since you opened this complaint and...

a final resolution was reached today. You 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

Initial Business Response /* (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 [redacted], 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 /* (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 /* (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 [redacted]@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]
[redacted]@myubiquity.com
client success champion
t. XXX-XXX-XXXX