Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with them thru my old employer AARP as a 401k. When i asked to cash it out, it shows it as 0 and now i have it as a pension. But they are always referring to my account as my 401k (i attached an email). They only allow you to cash out your pension with 2 options. Retirement age or their Rule of 55 which I requested and applied for. They now refuse to cash out my pension thru their "rule of 55" with the excuse now needed to work for AARP 15 years. I worked for AARP ***** and there isn't even $2k in my account. I have called several times to ********** price as well as email and call AARP and nothing is being done. I want my money that I worked for. This is frustrating. I will be 58 this year

  Business Response

  Date: 07/11/2024

  We have attempted to call *************** the past two days and did leave a voicemail. We are hoping to speak with her to address her questions. 

• Initial Complaint

  Date:07/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am unable to access my 401K account and Trowe ********************** will not allow me to reset my account credentials. Locking me out of my account. This is evidence of Trowe price with holding my funds hostage.

  Business Response

  Date: 07/05/2024

  We have made contact with *************************** via a telephone call and hoping to continue working to resolve this. 

• Initial Complaint

  Date:06/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am having an issue with ************ Price SEP-*** account that is still not resolved after at least 3+ weeks. When I logged in to my account to check the account balance on the evening of May 31, 2024 I was shocked to see my account balance was zero. I am sure you can imagine my first impression that my account was broken into and wiped out. Since ************ Price does not have phone support over the weekends this made my weekend very worried. I called your phone support on June 3rd and was informed that a small percentage of accounts were affected with this issue and it was a result of a software platform change. The representative said it was expected to rectified within 24 hours. It is shocking to me that ************ Price did not proactively inform affected customers of this issue before they had to find out for themselves. Without going into all of the numerous calls to ************ Price I have made since then and the provided expected correction dates missed to resolve my issue, I still have no ability once logged into my account to perform any of expected account functions that I was able to do previously except to view a zero balance. The last service person assigned to me, ***************************, at least provided me the impression that he was attempting to get higher managements attention to my issue along with other clients that are in the same situation. As I informed ****** when I last spoke to him last on June 21st, I was going to hold off filing this complaint along with ones to FINDA and the SEC until June 22nd to allow this issue to be resolved. I am currently attempting to transfer my account out of ************ Price but I expect this process will not go smoothly based on this complaint filing and past inactions. The impression I get with this experience there is little concern from ************ Price management on client issues and I plan to share this view with others.

  Business Response

  Date: 06/24/2024

  Ladies and Gentlemen,

  
  Thank you for contacting ************ Price.

  
  For security and privacy reasons, we are unable to provide any client-specific information to your office. We will contact the client directly to address the concerns that were raised.

  
  Sincerely,

  
  ************ Price Services, Inc.

• Initial Complaint

  Date:06/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/31 I called into ************ price because I could not gain access to my online due to my cell phone number changed. I called in TRowe reps not helpful at all. They gave me option to access acct by asking security question and that still wasn't good enough. I asked to speak with MRG and got a supervisor that was rude and not helpful either. Supervisor advised I had to get the form he emailed me notarized and sent back to them. I expressed the difficulty of getting this done and it will take me some time the Supervisor didn't care he just said he couldn't take to me and that was that. I get letter 6/10 advising my account was terminated on 6/6 and my funds were sent somewhere else. I get notarized form to TRowe price to discuss this and the rep on the phone tells me 1st i requested the funds to be cancelled and then after holding for over 10mins she comes back and says acct was termed since I wasn't working for KBHS anymore, but this has been since 12/3/23 why is account being cancelled now and why was I just notified in this rude way. This all seems very personal since my last call on 6/5/24. I am very disappointed and will spread this news on how Clients are handled. I had to call TRowe price back because the letter I just received didn't even have contact information to the company they sent my money to. So I have called ****************** today and they told me they don't have an account for me and this was after me reluctantly giving them my SS #. I simply want my money and get away from this nightmare.

  Business Response

  Date: 06/12/2024

  A senior manager made contact with ****************** 6/12/2024 at approximately 11am EST. During this conversation we explained the funds were moved to Inspira per plan guidelines. We discussed this plan provision occurs quarterly as soon as it is administratively approved for all eligible participants in the plan and that this occurs in bulk. We conferenced in Inspira who advised it can take up to 2 weeks before there is an account established there. We have a scheduled call at 10:30am ET 6/20/2024 to verify the Inspira account is established and ready for the requested transaction. 

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21833226
  
  I am rejecting this response because: Hello,

  
  

  The conference call with ********** Price and ***************** did not go well. The representative from ********** Price didn't really seem to know what she was talking about. I keep calling in to ***************** getting run around on my money not being in my profile account I didn't authorize. I was even told just today of all the fees I am going to be charged for removing my money from the Insprira account I didn't not authorize. 

  
  

  I have tried to call T **** Price rep back from her last voicemail but when I call no one seems to know who she is.  I am now struggling with living expenses because of this delay, I have been trying to obtain my funds since April -  May from ************ Price. They have no compassion or care in the world about this situation they have caused me.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/26/2024

  *************************** spoke with ****************** today to inquire the progress with Inspira. During this interaction it was confirmed Inspira has Ms.Simpsons information and she is waiting on the funding of the account to take the desired distribution. Ultimately, she was still dissatisfied about the service and experience and unfortunately, there is nothing additional we can do to assist. ****************** received two written notifications in April and May that the automatic rollover would occur if no action was taken. By the time we were able to speak to ****************** regarding the account the automatic rollover had been completed and a confirmation was mailed. **** attempted to assist her with working with Inspira to smooth her experience, but there is no further action we can assist with as the account is no longer with us. 

• Initial Complaint

  Date:03/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been struggling to gain my late husband's estate namely his *** through ************ Price. I started this process of retrieving his *** well over a year ago. The first thing I notice that ************ Price was going to be an issue was that the company rejected the Letter of Administration, stating that it was expired. That cost a lot of money having our lawyer acquiring that documentation. So, after that we contacted her lawyer, the lawyer went back to the court months later to retrieve a new Letter of Administration. Then I started the process of transferring the funds into an account In my name which I though was unnecessary as I did not wish to continue business with company in the first place. This process also was strung along over several months with multiple incidences of "we never received the paperwork, the paperwork was not filled out correctly, you must snail mail a name correction form." Most recently is the bank account verification process. ************ Price sends micro deposits of change from the *** holdings. They have so far sent 2 micro deposits and each time I call to confirm at the suggested time to confirm the deposits their response is the deposits are expired. There was going to be a third micro deposit attempt, each one of these deposits takes a weeklong as they say, but I declined and told them that I was going to reach out to The Better Business Bureau. His response was that their company is not affiliated with the Better Business Bureau. I wish I could point out names, but I have communicated with so many different people at ************ Price about my account, and every time I talk about my account it like starting all over again, someone will say something to the effect of "oh you are missing this paperwork or your name is misspelled and you need to send documentation via snail mail to fix that." I am tired of the games and want this resolved. FYI get tracking numbers for everything you mail. They can't dispute a never received.

  Business Response

  Date: 03/08/2024

  We have this approaching full resolution: 
  ** will correct overnight, please allow SF 48hrs to update after a record keeper change.
  The client has also been trying to add a bank and redeem the funds, however there is a miscommunication throughout the calls. The *** reps failed to inform the client that the transfers have been completed. A redemption should have been offered. Instead the bank has been trying to be added and the deposit verifications were failing each time.At this point is where the clients son on the line got angry and both were frustrated with the back and forth. That is where the complaint came in.
  
   Currently we are waiting for the client to call back so we can work with them getting a redemption processed. This redemption was not requested on the original paperwork or confirmed on any of the phone calls. A current day redemption will need to be processed. Either after a bank is properly added, or with a check sent.
  Resolutions, 1. We can redo the deposits - with me and call back next week to verify them. Now if it shows expired then we know for sure it's the system limitation issue. 2. We can email the client the account services form, have the client express mail the form and a voided check to add the bank and I can reimburse express fees. 3. If the client's goal is to redeem the funds and close out the accounts, I can confirm a current day trade, express the check at no cost. A VM was left with my direct line, so just waiting for a call back. No adjustments needed, just coaching submitted for phone calls and misinformation.
  
  

• Initial Complaint

  Date:11/14/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In attempting to settle my late husband's estate and roll his *************** and SIMPLE *** funds as beneficiary into my own accounts at T **** Price, I have contacted them no less than 15 times by multiple methods (phone mostly, fax, *************** each time providing the information they requested. They provide incomplete and inaccurate information each step of the way about necessary documentation, don't reach out for additional information, and their reps can't or won't let me speak to a supervisor. And once they finally transferred partial funds after several months of back and forth, they violated the rules on their own distribution form by improperly transferring funds into a Traditional *** that they opened in my name which will have serious tax implications. I signed a form authorizing one type of transfer and TRP initiated something completely different. I can't upload supporting documents because they are all of a sensitive financial nature. However, I'm looking for every avenue to lodge a complaint against to TRP to hopefully get someone who knows what they're talking about to give me a call. All I want is for my husband's SIMPLE *** and *************** funds to be transferred to my own SIMPLE *** and *************** funds.

  Business Response

  Date: 11/20/2023

  Ladies and Gentlemen,

  Thank you for contacting ************ Price.

  For security and privacy reasons, we are unable to provide any client-specific information to your office. We will contact the client directly to address the concerns that were raised.

  Sincerely,

  ************ Price Services, Inc.

• Initial Complaint

  Date:10/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was forced into defaulting on a 401K loan after being informed on multiple occasions by ************ Prices support team (in particular by an individual called "****) that my Autodraft payments were set up properly and that I did not need to worry about it further.

  Business Response

  Date: 10/30/2023

  Complaint was received and we have reached out to work directly with the customer. Please close out this ticket. 

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20789815
  
  The business has reached out but I am rejecting this response until I have had my concerns addressed and have had my loan brought out of default.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20789815
  
  The business has reached out but I am rejecting this response until I have had my concerns addressed and have had my loan brought out of default.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/14/2023

  We will connect directly with the client on the next steps. 

• Initial Complaint

  Date:03/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Agents do not follow through with correct procedures and plan policies. Agents make changes incorrectly and provide incorrect business information, policies, procedures, and expectations. Agents also do not follow through with any real resolution(s) to problems. Especially no resolution to problems their own agents caused and put the blame on the consumer and refuse to truly rectify the situation caused by their agents causing the consumer distress, financial issues and etc.

  Business Response

  Date: 03/27/2023

  We have called out and we also see that you were able to receive the check on Saturday.  

• Initial Complaint

  Date:03/23/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This Company took my 401K plan and ******** to a fraudulent company named ************************ who has a huge list of complaints against it. They sent me a letter saying this was to be done on the 29th of March, but when I called, they said it had already been sent out, and they could not retrieve it. Now my money is no where to be found, for I called the "trust" company, and they said they do not know when I can have my money. This is a huge scam. I worked hard putting that money away. What has been done is illegal and wrong. I want my money back.

  Business Response

  Date: 03/27/2023

  Hello, we have reviewed your situation and understand that one of our Supervisors ****** has been in touch with you to help you resolve this situation. Unfortunately, you money is no longer held with ************ Price and has been rolled into an *** in your name at ****************. We apologize for any inconvenience and encourage you to work with **************** if you want to distribute your funds.

  Thank you.
  

  Customer Answer

  Date: 03/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi there,I have my previous workplace TriNet 401k account transferred to ************ Price by employer on 1/9/2023. Ever since the transfer completed, I have not been able to access my account. I have called almost every week, sometimes twice a week to get the issue resolved. However, every time, a person on the phone tells me they are working on it, and will be okay within a couple of days. After a couple days, I still couldn't access my account and calling again and getting the same answer. A couple of times, the person on the phone tells me, they are working on it and will call me back the same day and it never happened. I have waited and waited, nothing get resolved. I am getting really frustrated, and like BBB help to contact ************ Price to get things working for me.

  Business Response

  Date: 03/02/2023

  Hello - we believe this issues has been resolved and we have been trying to reach this participant by phone to inform them of this. 

   

  Thank you.