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:04/30/2025

  Type:Customer Service 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 reached out to close out my *** after it being sent to *** from ********. I did not approve of this transfer but I was unable to stop. I called *** to request for my funds to be distributed. During the call I was informed that DD was not an option and only mailed checks, however after reviewing multiple complaints this was not an accurate answer. Direct deposit into account was an option. I also was not informed until after I agreed to have my account closed that there was an overnight option. I was informed that option had to have been requested prior to agreeing to account closure. I do not understand how this information would not be relayed to the consumer prior to agreeing to account closure. I still see that my account is still pending closure which I am sure will result in me having to pay the maintenance fee on top of any other fees that I will have to pay. I am exempt from the 10% tax and I do not want to wait months like other people to receive my funds as I am currently experiencing a financial emergency. I would like for my funds to be deposited or sent via ***** since both options were not presented to me prior to my account closure agreement

  Business Response

  Date: 05/01/2025

  Retirement Clearinghouse, LLC (RCH) received a request from ***** ****** on 4/28/2025.  Following our standard procedures, we requested a check issued to her home address.  *** does not currently offer *** directly to a bank account.  However, we will be rolling out *** services on 5/12/2025 in our upcoming technology update.  Unfortunately, *** was not an option for Ms. ************* Sending funds via *************** is done on a very limited basis, as the process with our bank is very manual, and most customers do not have a *************** account they can use to pay for the overnight delivery.  
  
  
  In this instance, it is too late for us to have the check pulled and sent via Federal Express.  I have confirmed that Ms. ******** check has been printed and will be mailed today, 5/1/2025.
  

• Initial Complaint

  Date:04/28/2025

  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.

  After successfully completing a rollover from my conduit *** at Retirement Clearinghouse to my Vanguard employer retirement plan, I continue to receive letters stating that there is still an outstanding check that has yet to be deposited. The original check from my plan should have been voided, as I had another check directly mailed to me due to issues with the rollover form process at ********. I spoke with representative Summer on March 19th, 2025 around 8:45-9:00 AM and was told that the issue would be looked into. I received a missed call and voicemail from Summer, and called back. I received confirmation from representative ****** around 9:50 AM that the new check issued and mailed to me (#**********) was the current and valid check. This valid check has already been deposited to my Vanguard account and has cleared - as such, I should not have an outstanding checks from Retirement Clearinghouse. If this is not corrected, they will falsely deposit money in my name to a third party conduit *** company. I need this issue corrected ASAP and am willing to take legal action if it is not corrected. Attached is the check that was reissued and mailed to ********.

  Business Response

  Date: 05/01/2025

  We appreciate Mr. ***** ********* reaching out to Retirement Clearinghouse to address his concerns with the notifications he has been receiving from us.  We were able to fix the problem, and reached out to Mr. ********* on 4/29/2025 to confirm he should no longer be receiving letters regarding the checks we issued to Vanguard.  If there are any other issues regarding these checks, Mr. ********* can contact me directly at ******************

  Customer Answer

  Date: 05/01/2025

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

• Initial Complaint

  Date:04/02/2025

  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.

  The company stated that they tool $24.41 from me ******* Eirsa Settlement on 03./18/25.They then indicated that they subtracted $20 for a distribution fee and $2 for a monthly service fee.Account ******************************************* - ************ *************************************************************************************************** I have not authorized any of this and am seeking full refund and to avoid them from taking advantage of individuals on a broader basis.

  Business Response

  Date: 04/03/2025

  **** ******* was part of the **************************. ERISA settlement, which awarded money to current and former participants in the ******* Saving Plan for Management (Plan). Section 6.6 of the settlement states that current participants who no longer have an active account as of the settlement date would receive their payments in a tax qualified account outside of the Plan.
  *************************************
  
  The Settlement Adminstrator selected *** to establish Individual Retirement Accounts (***s) for all former participants and individuals that no longer have an active account in the Plan. *** is an industry leading *** provider with extensive experience in settlements, plan terminations, and automatic rollovers for terminated plan participants.  As part of the ******* settlement, we charged the participants an account fee $2.00 per month, instead of the industry standard full annual fee at the time of account opening, and a distribution fee of $20.  
  
  Our fees are there to cover the expense of establishing the ***, purchasing shares in a money market through our clearing bank, mailing a confirmation statement, providing call center and on-line support, mailing and filing IRS Form 5498 for the purchase, and a 1099R when the account is cashed out or rolled over, mailing a check, and sending an annual statement. 
  
  RCH received $24.41 on 3/14/2025 for Mr. ************** The funds were immediately deposited into his *** and invested in the *************************** Obligations Money Market Fund.  A confirmation of his account opening was mailed to Mr. ******* immediately following the opening of his account.  We received an email from Mr. ******* on 4/2/2025 requesting a refund of his full balance.  Unfortunately, there is no reason to provide such refund as *** is simply providing the service we were hired to do for ************** 

  Customer Answer

  Date: 04/03/2025

   
  I am rejecting this response because:

  I do have a ******* 401K active retirement account that the money could have been routed to.

  The account is managed by *********************

  As the supposedly recipient of the ***** distribution, it should have gone to the ******* 401K account of dispersed directly to me.

  You had no problem contacting me to show that you were making transactions on my behalf without any authorizations from me..

  
  

  Business Response

  Date: 04/03/2025

  Mr. ******* should reach out to the Settlement Administrator directly if he has an active account with the *************** Plan for Management.  They were responsible for determining who was sent to the plan and who was sent to Retirement Clearinghouse.  If they made a mistake, we would be glad to send back to the original balance to be invested correctly.  Below is the contact information Mr. ******* needs to contact them.

  (*************************************) or call **************.

  Customer Answer

  Date: 04/04/2025

   
  I am rejecting this response because:

  I am being rerouted back to ******* when the clearing house is holding my funds....

  The Clearing house could simply disperse my funds in full directly to me.

  I am following up in writing to 

  ******* ERISA SettlementC/O Settlement Administrator

  ****************************
  ************, PA19103

  Phone: **************

  Email: *********************************************************

  
  

• Initial Complaint

  Date:03/28/2025

  Type:Sales and Advertising 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.

  ******** transferred my retirement to Retirement Clearinghouse when I told them not to. I called Retirement Clearinghouse to have my money transferred to another *** account and they said they would send me a confirmation email once the check had been sent. I never received an email so I called and they said they had mailed the check. So I called the bank where it was supposed to go and they didnt receive it. I called back and they said they had my email address wrong twice and this was on a recorded line. I just want the check to mailed to bank I provided them with. This is been going on since January and still nothing. I have lost interest earned on my money since January.

  Business Response

  Date: 04/05/2025

  Retirement Clearinghouse reached out to *********** ****** on 3/31/2025 to inform him that the rollover check we sent to his bank was cashed on 1/29/2025.  It was our assumption this matter was resolved.  ************* still needs assistance, he can reach out to our ************** as he has done previously, and we would be glad to assist.  

• Initial Complaint

  Date:03/10/2025

  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 had a relatively small amount of money in an old employer plan through ********. As with many other people who have posted complaints, my money was sent to Retirement Clearinghouse without my consent. When I found out this had happened, in early January, I reached out to Retirement Clearinghouse to request that my money be sent to me. I requested a check and was given a confirmation number and was told the check would be sent and that I should receive it within the next 10 days. Approximately a month later (February 19), I had not received the check. I called back and was told that I needed to complete a form and upload it to request a new check, and then call back AGAIN to initiate the check issuance. I told the agent (*****) that this was challenging because I had a brand new baby at home and no printer, so I asked him to stay on the phone with me to troubleshoot issues as I walked through the tedious process, but he refused and was very rude to me. I ultimately completed and submitted the form and called back again as instructed. I was told (again) that my request was approved and a new check would be issued and sent to me within 10 days. That was February 19, and still no check has arrived.Seeing the number of complaints of similar experiences on BBB, this obviously cannot be random chance (or, as ***** suggested, a failure of the US postal service). If I do not receive a check within the next 10 days, I will be calling the ******************************** office and any other applicable authorities to initiate an investigation, because it looks like this company is fraudulently withholding money belonging to many people.

  Business Response

  Date: 03/18/2025

  Retirement Clearinghouse reached out to Ms. **** as soon as we received the complaint.  She now has her original rollover check in hand.  As a result of delays caused by Retirement Clearinghouse, we also agreed to refund her the $15 distribution fee.  She should be receiving the check this week.  We hope that the matter will be considered resolved once both checks are received.  

• Initial Complaint

  Date:01/22/2025

  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 have a 401k plan with ******** that is $1200. I noticed January ******* they withdrew my money to a place called retirement clearing house that I was not aware of. I called vanguard and they gave this number ************ to call but the number will not dial out. I've looked up retirement clearing house online and tried other numbers and none of the numbers are working. I haven't touched my 401k since I got it in 2022 and now it's gone. Since this is an issue I would like my money back all together.

  Business Response

  Date: 01/27/2025

  Ms. ****** ***** contacted Retirement Clearinghouse, LLC (RCH) on 1/23/2025 to inquire about the status of her account.  RCH is the Automatic Rollover provider for her former employer, ********, administered by Vanguard.  We were able to explain that we have established an account for her, but we do not expect to received the funds from Vanguard for several more weeks.  Our representative assisted Ms. ***** in setting on online access to her account.  Once we receive her funds, she will be notified immediately.  She can contact *** at that time to request a distribution or rollover of her account.  We look forward to assisting Ms. ***** as soon as we receive her funds.  

• Initial Complaint

  Date:01/01/2025

  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.

  Bad customer service they transferred my 401k without my consent

  Business Response

  Date: 01/02/2025

  Retirement Clearinghouse (RCH) opened an *** for Mr. ***** **** on 11/17/2023 as part of an agreement with his former *** *************** He was notified prior to his account being transferred to ***, and offered the option to have his account remain at his former *** *************** Mr. **** did not take any action, resulting in his account being transferred to ****  Mr. **** was notified in writing by *** immediately after his account was established.  He called RCH on 12/4/2023 to inquire why his account was transferred, but disconnected the call unhappy with the answer we provided.  His account has remained at *** for the past year.  We would glad to help Mr. **** transfer his *** to the provider of his choice, or to his current employer sponsored retirement plan if applicable.  

  Mr. **** can reach us at ************, Monday-Friday, 8:00 AM - 7:00 PM EST and would we glad to assist.  He can also access his account by visiting ************.

   

   

  Customer Answer

  Date: 01/02/2025

   
  I am rejecting this response because:
  No I want to talk to the corporate  you have to call me 

• Initial Complaint

  Date:11/18/2024

  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.

  On October 14th I closed out an account and was supposed to recieve a check from them. It had a 15 day hold to verify my address and then they claimed they would mail my check. 15 days was the 29th. They did not send it out as they said they would. They claimed there was an additional three day hold. But my check was printed on the 1st of November. That was a Friday and I was told it was sent out the following Monday which would have been the 4th. I was told it would be 5-7 business days to receive this check. After that didnt happen I called again and they then told me it would actually be 7-10 days so I continued to wait to additional day. Every time Ive called Ive been met with more push back to the point I wondered if it was a big scam. I have had them send me documents to have the check reissued however the link doesnt work and I have no way to make a hard copy and scan it to them. They were going to work with me through a ***** account but I couldnt get that to work on my end. They are also going to charge me shipping to have it resent which I find so wrong because this isnt my mess up. Anyway I asked if they could take the money they needed to ship it out of the check and send me the remainder. They said they were unable to do this. Its been over a month and Im still getting the runaround waiting and waiting. They didnt put any kind of tracking or insurance on this check and I personally have no proof that it was ever sent out. No one can confirm if it was sent Friday or Monday or at all really. They just give me their best guesses. I just had a baby and need this money. I dont know what else to do besides filing this report. Theyre completely incompetent and have failed to give me my $1691.10 check. On the 14th of November I recieved a letter from them but no check and they claimed that was a receipt proving that the account had been closed however the totals didnt match. They said they charged me to close out the account.

  Business Response

  Date: 11/20/2024

  Retirement Clearinghouse reached out to Ms. ********** on 11/19.  We were able to complete her distribution, and resolve the matter to her satisfaction.  

• Initial Complaint

  Date:11/18/2024

  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.

  Retirement Clearinghouse, LLC (****** Company based out of **************) has failed to send/deliver my $600 since the end of September. I closed my *** account Sept **************: Retirement Clearinghouse said that they sent my check. I was told it shouldn't take more than 7-10 business days.October 17: I never received a check. They made me fill out a Check Reissue form to re-request a new check. November 4: I never received the new check (2nd check). They made me fill our a 2nd Check Reissue Form.November 18th: I never received the 2nd Check. I was told that I can receive direct deposit (funds available 5-7 business days) or have a 3rd Check overnighted, but if I choose to overnight the funds I would have to pay for it. I gave my direct deposit information, but still have little confidence in Retirement Clearning House as 1st I was told the direct deposited would be submitted 5-7 days from today. The best representative I talked with (******) clarified and said it would be 2-5 days. I have had approximately 6 conversations with supervisors and junior-level Retirement Clearinghouse representatives. I have been told contradictory information, been placed on long holds, and hung up on.During this time I have asked for the check to be overnighted or direct deposited and was not accommodated. ********* ********, ******* ******, and ******** ****** ought to be spoken to as they have all worked through thier Junior-Level employees whom have told me contradicting information. There is a massive leadership problem within the organization at this level. From the observations I've made regarding organizational procedures, arbitrary timelines, misspeak, and the failure to talk with a leader prior to waiting (up to 24 hours) on issues that revolve around money, I wonder how an organization can stay in business like this. I deserved my money many weeks ago. I still have yet to receive any proof of payment.

  Business Response

  Date: 11/21/2024

  I reached out to Mr. ******* to understand his concerns and address the service issues that delayed his distribution.  We were able to get Mr. ******* his funds today, and resolve the matter to his satisfaction.  

  Customer Answer

  Date: 11/21/2024

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

  ******* *******

  
  

• Initial Complaint

  Date:11/15/2024

  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.

  I have called 3 times to get my HCA Rollover completed. The first time I called they told me my account was being rolled into an *** and would have to wait until my funds have transferred so I could then rollover the newly formed *** (they created) into my new rollover *** where I want it. I received an email that there had been an update in my account that I understood to be the funds being moved. The second time I called they said the funds could be moved now but that since they don't do anything electronically I needed to see where the check needed to be payable to. I specifically asked if there was any other information I needed to gather and was told this was it. Today I called them the third time to get everything processed and was told they ended up not creating the *** which now forced the check to be sent to me but payable to the company I chose for my rollover. I asked why it wouldn't be mailed directly to the new company which is what I had been told on the second call would be happening. This was not possible since they didn't end up creating the ***. I receive different information everytime I called and feel I'm getting the run around so they can continue to collect their fees.

  Business Response

  Date: 11/20/2024

  Retirement Clearinghouse reached out to Ms. ***** by phone on 11/19.  We were able to assist her in completing her rollover transaction to her satisfaction.  

  Customer Answer

  Date: 11/20/2024

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