Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  have been trying to cash out my 401k and the company keeps giving us the run around. First was told to contact employer(previous) which was done(***********) and was told by their accountant(***** J) that he would email information to ****** and Hurley. He has done so 3 times! When contacted to day ****** and Hurley stated they had no such information. We have trying to recover my 401k funds for over 3 weeks with no results. We want to know where the money is and why they are refusing to release it!!!!!

  

  Business response

  03/07/2025

  ******* ***** initially contacted our office on January 13, 2025, to request a withdrawal of his 401(k) balance.  To prevent fraudulent activity against our clients retirement plans, to adhere to the cybersecurity best practices outlined by the *******************, and to protect the interest of all individuals in these retirement plans, we have implemented enhanced security measures before any withdrawal can occur.  One of these security measures is to require a multi-factor authentication to verify the identity of the caller, so we are certain we are speaking to the correct person and not a fraudster.  ************** called into our office on January 13, 2025, the information necessary to complete the multi-factor authentication had not been provided by his former employer ahead of this call; therefore, we were unable to verify his identity.  We explained the enhanced security measure to Mr. ***** and why it is necessary to protect his account balance from fraudulent activity.  We told Mr. ***** we would reach out to his former employer to receive this information, and once received, we would be able to verify his identity and help him complete the withdrawal of his 401(k) balance. 
  
  We reached out to his employer on January 13, 2025, to request the information necessary to complete the multi-factor authentication.  We followed up again on January 21, 2025, as we had not received a response.  Mr. ***** called back into our office on January 29, 2025, and at that time we had still not received a response, so we followed up with his former employer again.  On February 3, 2025, we received the necessary information from Mr. ****** former employer to complete the multi-factor authentication.  Since February 3, 2025, Mr. ****** identity was verified and the withdrawal of his 401(k) balance has been fully processed.  Please note Mr. ****** complaint states his former employer provided the information to us three times.  We have reviewed all of our communication, and we have not found where this information was provided prior to the February 3, 2025 date mentioned above.
  
  Thank you,
  ****

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been trying to get my 401k transferred to me, but its been a run around for about a month now, when I spoke to the woman who Ive been dealing with , shes told me numerous things which happen to be false. When I spoke with her on 5/31 / 24 she was very rude and kept trying to talk over me. I just want my funds.

  

  Business response

  08/28/2024

  ********************* initially contacted our office on April 29, 2024 to request a withdrawal of his 401(k) account balance.  We promptly sent **************** the paperwork that he needed to complete for his withdrawal.   On the first page of this paperwork the following information is provided to explain the process and the expected timing of the withdrawal:
  
  To request a distribution:
  
  Apply electronically at www.randall-hurley.com. 
  This is the quickest way to receive your distribution. Please contact our ******************************* at ************** for your login credentials. Please note: Until your employer reports your termination date, we will be unable to process your request.
  
  Do-it-yourself using the attached form.           
  Complete the attached form and return it to the address listed below. Please be aware that this process may take up to 21 days after we receive your form in good order. Return this form to Randall + Hurley. You can fax the form to ************, email the form to ****************************************************** or mail the form to us at ****************************************************************************************************************** 
  
  **************** chose to complete the provided form, and this was returned back to our office on May 10, 2024.  As disclosed to **************** in the above information, the withdrawal process could take up to 21 days to complete after receiving the form (in good order); which would be May 31, 2024.  **************** withdrawal was completed on May 29, 2024, and a check was issued to him and mailed to his address provided (ahead of the expected 21-day completion date).  On May 31, 2024, **************** contacted our office to inquire on where his distribution check was.  During this call **************** was upset and used excessive profanity during the conversation and specifically directed this profanity to our employee.  After trying to diffuse the situation and asking **************** to calm down so that we can assist him, the profanity and ******* continued to where we were forced to end the call.  On June 5, 2024, **************** cashed the check.  On June 6, 2024, we contacted **************** and left him a voicemail letting him know that according to our records it appeared he received the check and cashed it, but wanted to make sure everything was complete and to let us know if he had any questions.  We did not receive a call back.
  
  In closing, the completion of **************** withdrawal was completed ahead of the expected timing communicated to him.  There was no false information provided to him.  
  
  Thanks,
  ****

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