Complaints

This profile includes complaints for Reliance Trust Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Reliance Trust Company has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Reliance Trust Company

  1100 Abernathy Rd NE Ste 400 Atlanta, GA 30328-5634

• 

  Reliance Trust Company

  1100 Abernathy Rd NE Ste 400 500 North Park Atlanta, GA 30328-5634

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:03/14/2025

  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 03/13/2025 I received a check from reliance trust for my ex employer 401k payout from The Standard, went to cash it on 03/14/2025, the banker said they cannot cash the check because the sender has no money in their account, went to call customer support and was told to tell the banker to call them but the banker said he couldnt get ahold of them and that the account over $400,000 in debt.

  Business Response

  Date: 03/18/2025

  An administrative representative reached out to the individual via phone and left a voicemail. In addition, an email was sent to the individual providing our call center phone number. 

  Reliance Trust Company is a back-office provider of services to retirement plans, including making payments and issuing tax forms to plan participants at the direction of a recordkeeper. Sufficient funding is available in our bank accounts for payments that have been issued. ********** services for issued checks are not made available at the expense of Reliance Trust Company. Some banks that are presented checks may require a check be deposited to an account and a holding period pass before making funds available to the payee or may charge a fee in order to immediately honor the check. The individual or their bank are free to contact our call center at ************ to discuss or to receive additional information. 

• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair 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.

  I am supposed to be getting a direct deposit for an ESOP from a previous job I worked at. Last year we got checks in the mail by October 31, which was early to what we were supposed to get them. This year we are supposed to get direct deposit from reliance trust. We were told by the company that they were told around 20 November, and our paperwork said by 20 November. Please still have not received these direct deposits and I am probably going to end up losing my house because I told them I would have the money by the end of November, I want a timely fashion .

  Business Response

  Date: 11/26/2024

  Reliance Trust Company provides distribution processing and tax reporting services for retirement benefit plans and firms that provide services to retirement plans. Reliance takes instructions from plan sponsors and benefit plan recordkeepers to issue distributions and related tax reporting to retirement plan participants. Reliance reached out to this individual via phone to gather additional information. Reliance then provided the individual with the appropriate details to contact the related ESOP recordkeeping firm. The recordkeeping firm should be able to provide details about the current status of her ESOP distribution. In addition, Reliance reached out to the recordkeeping firm directly to alert them that it had been contacted by the participant via the BBB.

  Customer Answer

  Date: 11/26/2024

   
  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:11/15/2024

  Type:Delivery 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.

  I received a letter from the ****************** stating that the Reliance Trust Company has attempted to contact me regarding pension checks in my name and that $6,084.01 is owed to me. I've never been contacted by the Reliance Trust Company so thinking this is a fraud. I tried finding their website and a phone number online but it looks like this company is owned by someone else ******************************* and when I finally found a phone number for the Reliance Trust Company on the BBB site I called it an the voicemail message seems suspicious. Please look into this company because this seems suspicious. Thank you

  Business Response

  Date: 11/18/2024

  Reliance Trust Company provides distribution processing and tax reporting services for retirement plans and firms that provide services to retirement plans. The third-party letter that this individual received could potentially related to distributions that we were instructed to process for a retirement or pension plan. A representative of Reliance reached out to the individual in an attempt to gather more information about a letter she received from a third party, in hopes that it could supply more information about the retirement plan distributions in question. The individual was hesitant to discuss the situation with our representative and to share information that might help Reliance identify appropriate next steps. The individual indicated that they preferred to reach out to the third party that had sent them the letter to discuss the matter. No additional requests were made of the Reliance representative, so for the time being Reliance considers this inquiry closed. 
  

  Customer Answer

  Date: 11/19/2024

   
  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.

  It turns out it was the company that sent the letter - ********************** - that was falsely claiming that I was owed money by the Reliance Trust Company.   
  

  Thanks for helping me look into this. 

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

• Initial Complaint

  Date:09/30/2024

  Type:Delivery 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 received the letter from the ************************************* regarding the company Reliance Trust Company. Apparently I was supposed to receive funds from them of $119 and the tax year 2023 for gross distribution. I have never heard of this company and neither have I received funds from them. Apparently this is a fraud someone has my information and I will be reporting this also to the credit bureau to inform them that there is fraud that I didn't know about. Please look into this company because I understand that it may be a fraud to my opinion and someone is using my information and in order to receive funds from this company. Thank you

  Business Response

  Date: 10/04/2024

  Reliance Trust Company provides distribution processing and tax reporting services for retirement plans and firms that provide services to retirement plans. In some cases, participants in retirement plans that receive distributions are unfamiliar with Reliance Trust as we are a service provider to their retirement plan sponsor or recordkeeper. Reliance reached out to this individual via phone in an attempt to share additional details about the retirement plan distribution they received and the related tax reporting she should have received related to the distribution. A voicemail was left for the individual, but we have yet to receive a response. One of our service team members will reach out again today to attempt to make contact in hopes of clarifying the situation for the individual and to potentially point her to the appropriate parties for any additional follow up questions she may have. 
  

• Initial Complaint

  Date:08/24/2024

  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.

  Esop distribution has become a nightmare. The check for disbursement was mailed by Reliance Trust with Blue Ridge managing account, on July 31st. It is now 25 days since it was mailed and has not arrived. I have tried working with them to cancel the check and have funds sent wire transfer or direct deposit instead and all they keep saying is it was mailed and must be a delay on ***** Check is for $3852.32 and was sent with no tracking what so ever. I am concerned check has been lost, stolen or never left Reliance Trust. Check number is ********. I have filed a lost mail claim with **** but they state since it was sent standard there really is no hope of finding it or tracking it. I feel like there is more to the picture that I can see such as holding onto funds to make interest or something else. I need someone to intervene for me as this has been a finger pointing game from all sides with no resolutions being offered what so ever. I know it's not mail delays as I have received letters from out of the country that were mailed a week after this check was supposedly mailed out. I am at a loss as to how to resolve this quickly and in a matter that satisfies all sides. Also ********* Is the company that I was employed at to gain the shares and they are saying the same thing. I have been in contact with ***************** at ********** who has told me same thins about it being a **** delay and that it was indeed mailed but that I needed to work through BRPH rather than dealing direct with Blue Ridge.

  Business Response

  Date: 08/27/2024

  Reliance Trust Company provides paying agent services for BRPH Companies Employee Stock Ownership Plan via the plans recordkeeper, Blue ********************** On July 30, 2024, the recordkeeper initiated a check for a net amount of $3,815.82 to *************************** via Reliance payment system. The check was printed and mailed via regular mail to *************************************************. Please note that all checks issued by Reliance Trust are mailed on the same date the checks are printed to the address provided by the client or recordkeeper. After, the checks are delivered to the United States *************** Reliance has no control over the timing of when mail reaches the recipient.
  We have contacted the plans recordkeeper and have made them aware of the issue. They are in communication with *************************** former employer to stop and reissue the check to ****************.

  Thank you!

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair 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.

  08/19/2024 I received check from my 401k.. Reliance Trust Does not answer the phone..Check cashing company says they have to verify with Reliance Trust,but they will not answer the phone..I cannot cash my check nor get a hold of anyone

  Business Response

  Date: 08/21/2024

  One of our representatives reached out to the individual to discuss the matter in more detail on 08/20/2024. The individual was provided with the appropriate telephone number for a check cashing agency or bank to call to receive verification of details about an issued check. 

  Customer Answer

  Date: 08/21/2024

   
  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,
  
  *******************************

  The Company Gave Me A Call And Resolved The Issue..Thank You BBB And Reliance Trust 

• Initial Complaint

  Date:06/08/2024

  Type:Delivery 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 received notice of plan termination. Reliance is using ADP to help terminate the plan. As of today I have not been able to get an honest response from anyone at ADP. 16 days have past since I received notice that I must respond within 30 days. I have emailed all the necessary documents for the 401k plan rollover to My Vanguard account. I have also contacted the Department of labor, and am preparing to contact the Securities and ******************** The only response I have received to date was that: 1-adp does not have my employment start date and termination date. 2-that my birth date is also missing. Seems oddly illegal to open a 401k and not have all the legal documentation. Thus I must prepare documents for the securities and ******************** Something appears quite illegal in this case.

  Business Response

  Date: 06/14/2024

  Reliance was appointed as directed trustee for the Port ************ *** Local 1909 ***************** Plan (the Plan)effective July 1, 2016, and ADP ********** Services is the plans recordkeeper.The Plan was abandoned by *** Local 1909 (the employer), and hence the ********** of ***** has made the decision to terminate the Plan. Reliance Trust Company and ADP ********** Services are service providers for the Plan. ADP ********** Services is currently making distributions to participants per the plan document.
  Reliance Trust Company has contacted ADP ********** Services informing them of the **************** complaint. In addition,we forwarded copies of the documents included with the complaint. ADP has confirmed that they now have all the documents needed to process Mr. ****************** and will be processing the payment as soon as possible. In addition,Reliance Trust contacted and spoke with **************** on June 14th at 1:35 p.m. informing him of the status of his distribution and that ADP confirmed they have all the information required to proceed.

  Customer Answer

  Date: 06/14/2024

   
  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,
  
  ***********************

  Customer Answer

  Date: 06/21/2024

   
  Complaint: ********
  
  I am rejecting this response because: Complaint # ******** was filled on June 8th, 2024. On June 14th, 2024 Reliance Trust informed me that ADP, the assisting record keeper for my 401k, has all the necessary documentation needed for the rollover to my Vanguard **** I was contacted through the BBB e-mail. Also I was informed,via phone call, by ADP that the rollover to Vanguard will be completed by June 19,2024. Today , June 18,2024 I received a call from ADP telling me they do not have my start and end work history. This was my original complaint , that the record keeper does not have proper records. And Reliance assured me along with ADP that the issue was resolved. I, as before the original complaint continue to receive false information from Both Reliance trust and ADP.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/24/2024

  The check for Mr. *********************** was processed and released on Friday June 21, 2024. 

• Initial Complaint

  Date:05/02/2024

  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.

  This company is a scam. They filed with my sons SS that he received money when my son is underage. I never heard of this company and never received money and neither did my son and we are being penalized for it.

  Business Response

  Date: 05/06/2024

  A representative reached out to the individual both via email and phone to make contact on 05/02/2024. A second attempt at outreach has been made today, 05/06/2024 via phone and email. Reliance Trust is a processor of retirement plan payments for many retirement plans and retirement plan recordkeepers. If we are able to make contact, we will make efforts to provide the individual with information about the distribution or tax form referenced. If necessary, we will refer the individual to the human resources contact for the appropriate company and plan sponsor. Or, we will refer the individual to the recordkeeping firm that is responsible for retirement plan participant interaction, as well as communicating distribution details to Reliance Trust. 

• Initial Complaint

  Date:03/11/2024

  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 got a 1099R for 2023 from reliance trust saying they paid me over $1400. They had the correct last 4 of SSN and contact info. I have never received any payment from them, Are they fishing for more personal information? What proof do they have they paid me? How do I treat the 1099R when filing taxes. Is this an ID theft SCAM.. ********************** should prove they paid me. Other complaints state SCAM for reliance trust 1099R

  Business Response

  Date: 03/11/2024

  Reliance Trust Company provides distribution processing and tax reporting services for retirement plans and firms that provide services to retirement plans. Reliance reached out to this individual to share additional details about the retirement plan distribution they received and the related reporting. The individual was also supplied with contact information for their retirement plan recordkeeper that initiated the distribution and tax reporting
  through Reliance Trust.

• Initial Complaint

  Date:02/20/2024

  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 got a 1099R for 2023 from reliance trust saying they paid me over $2000. They had the correct last 4 of SSN and contact info. I have never received any payment from them, Are they fishing for more personal information? What proof do they have they paid me? How do I treat the 1099R when filing taxes. Is this an ID theft SCAM.. ********************** should prove they paid me.Other complaints state SCAM for reliance trust 1099R

  Business Response

  Date: 02/21/2024

  A representative reached out to the individual to explain the purpose for the tax form, including basic details about the related distribution. Our representative supplied the individual with the appropriate retirement plan recordkeeper contact information in case additional details about the distribution were required. After the discussion, it was the understanding of our representative that the individual recognized the distribution that occurred and understood appropriate next steps if additional information was required.