ComplaintsforVantage Self-Directed Retirement Plans

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I engaged Vantage to open a self-directed *** for the purpose of buying real estate. The account set up process was a very bad experience. In dealing with **************** and corresponding by email, which I prefer due to my schedule. There were three instances where I had to follow up on questions, I needed answers in order to set up the account. He indicated he didnt get the emailsthis happened three times. Once the account was set up a wire was sent from my funding source on 8/11 (Wed) and at the latest the funds shouldve been applied to my new Vantage account the next day 8/12. On 8/19 I sent **************** an email indicating the funds were wired on 8/11 and as of 8/19 my Vantage account still had not funded. **************** indicated they had my funds but could not apply them as integration did not take placewhatever that means. The funds were finally applied to my Vantage account on 8/19 and guessing they were most likely applied to my account based on my follow up note. The wired funds were applied over a week after the wire was sent. I asked about backdating the funds as the integration issue was not my fault. The funds were never backdated. On 8/25 I reached out to **************** the *** with hope he could get this transaction back on course or put me in contact with someone who could help me. He never responded to me. The lost emails, a week to apply a wire and a *** that doesnt feel it important to contact me led me to close this account and find a provider that demonstrates better client service. I did ask for the annual record keeping fee of $395 to be returned or prorated at least. **************** indicated they cannot refund or prorate this fee. Which I know is not true. At this point I would like to have my annual record keeping fee of $395 refunded or prorated as Vantage has not provided me with a years worth of service. I would not recommend this company unless you are comfortable with constantly following up on them.

  

  Business response

  12/03/2021

  ****, thank you for taking the time to share your feedback with Vantage. I apologize for the inconvenience you experienced in communicating with us to get this resolved. We attempted to reach you by phone on 12/3/2021 for the purposes of discussing options you may find favorable. Please contact me via phone or email so we can touch base and come to a resolution. I can be reached at ********************* or ************************************

  Your feedback is important to Vantage and we hope to have the opportunity to turn your experience around. Thank you again for taking the time to share your experience with us.
  *********************
  Client Care Lead

  Customer response

  12/07/2021

   Hi,

  I have played phone tag with ****** from Vantage. She indicated in a voicemail she would provide a resolution via email which I have not seen.

   

  Thank you,

  ****

  

  Business response

  12/17/2021

  We had the pleasure of speaking with **** and getting his specific situation resolved. We wish him nothing but the best in his financial investments and would be happy to welcome him back as a client if he decides to self-direct again in the future.

  Customer response

  01/19/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

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