ComplaintsforNational Employee Service Center

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My employer 401(k) funds from ****************** are managed by NESC. Upon moving employers I attempted to transfer my funds to my current employer. In order to log on to the account, I first had to be mailed a temporary passcode to access my account post termination. This took ************************************************************************************************************************** change my address. After receiving the mail, I was able to log on and wen to initiate the transfer. However, the sire required I wait 7 days after uploaded my new employer financial institution to commence the transfer. I waited the time period and went to the site to complete the transfer. However, auto-generated security questions were asked which I critically read and answered to my knowledge, but I was told they were inaccurate by the system. I then was locked out of my account and called NESC again. On the phone, they asked me to enter my phone number to my profile. I attempted to do this while on the phone, but the site kept generating irrelevant error messages that the representative on the phone was not familiar with. Then they asked me to select that I had "forgotten my password" even though I hadn't. From there, the site informed me that I would be mailed a new password (to my address that is a *********** away). I told this to the phone representative and they said they could mail me now a identification form to be notarized and mailed back to them. I can no longer see any information about my funds and have no timeline for when I will be able to access the account again and access the funds. I no longer feel I have control over this money and was only locked out of my account from following the steps of the representative. I'm now being asked to spend money on notarizing a form.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My company (Superior National Bank) is serving as the Successor Trustee for a client who passed away in October. This client was also a participant in the NECS/Ford Benefits Center 401k plan. He had named the trust as the beneficiary of this account of his. They have been AWFUL to work with. It's very common for people to name trusts/estates as beneficiaries- we deal with this ALL the time and never has it taken anywhere near this amount of time. The legal team won't speak with me, so all the communication is through Customer ********************** Representatives, who really don't know what documentation the legal department is looking for. So you're left guessing what they want, so I send the paperwork in that I think they want, and they have a 14 day review period which in my opinion is absolutely excessive. On top of that, they often take longer than the 14 days to review. I currently sent the last round of paperwork in on 2/28/2022, and it is still under review. Taking this long on things of this nature can have a domino effect- it's already effected the tax situation. Absolutely unnecessary- every other company I work with manages to have the checks dispersed inside of 10 days of initial contact. I think they just don't want to give up the money, but if the beneficiary is listed fair and square, that's too bad for them, they have to cut the check and be done. I still don't have a resolution, and I'd like someone to make contact to move things along. It's holding up distributions out of the trust, so I have beneficiaries upset with me because things are moving so slowly.

*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. ↩