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:01/27/2023

  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.

  Slavic401k is my 401k company through my wor(company is **********). The first issue I faced with them was not being able to login to my account online even when entering my social security number and birthday. Then I started receiving email updates addressed to a different person. I tried calling and each time spent over 30 minutes on hold trying to get through, many times being disconnected and having to try again. I emailed them numerous times without any resolution of being able to login or explanation to why I have been receiving someone elses 401k information. I then received a letter to my house addressed to an employee at my company. After nearly a year of trying to get this fixed I was ensured that the problem was solved. Then last week I was told that my full account balance was transferred, I did not instigate this change so I tried logging on and found all of my information was incorrect and that I was seeing someone elses contact information (phone numbers, addresses, emails, etc). I would like an external party to conduct an investigation on the security of this company and accuracy of our accounts. I do not want my contact information or retirement money jeapordized.

  

  Business Response

  Date: 02/07/2023

  Hi ******,
  
  We apologize for the wait time on the phone and any inconvenience it has caused. We have spent a substantial amount of time researching what was causing the issue the issue you complained about. We believe we have been able to correct it. You should now be able to log in to your account as you normally would, but if this issue happens again, please contact us immediately and we will deal with it on an expedite basis. If you have any further issues, please let us know. Thank you.

• Initial Complaint

  Date:01/26/2023

  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 writing this as I have currently been 25:00 minutes "on hold" with this awful company. I also emailed them and I was told to call. This is the third time I have tried to get a hold of this company. I need to move my existing funds to my new employer sponsored 401k and Slavic has made this beyond difficult. Their online distribution process is confusing and does not specify if the check will be sent to my address. ADP does not allow checks to be sent directly to them from Slavic so I need to make sure the information is sent to me with the specific instructions provided by ADP. This is beyond frustrating as I am just trying to get MY money away from Slavic.I have 0 clue why they are in business'.

  

  Business Response

  Date: 01/27/2023

  Hi ******,
  
  I sent your information over to our customer service team and have been told you have been called and emailed. It looks like we do have a rollover request from you, which is scheduled to be mailed to the address you have on file with us. If you have further questions about your rollover, please reach out directly to the customer service representative that contacted you. Thank you.

  Customer Answer

  Date: 01/27/2023

   
  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:01/20/2023

  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 have a 401K account with Slavic that was automatically transferred from another company I used to work at. I have been trying to get access to the funds in this account for several weeks now and have spent countless hours wasting my time on hold without any idea whether someone is ever going to pick up. Calls go unanswered. Emails go unanswered. I tried to create an online account on Jan 5th. Was told that I needed to verify my identity and upload a bunch of documents and it would take 5 business days to get me verified and account access. I uploaded everything and. am still waiting 2 weeks later with NO RESPONSE. I finally got through to someone on Jan 18th who promised to open a case and call me back yesterday which did not happened. I tried to call again today. I was on hold for over an hour and gave up. I even tried requesting access again by completing the online access request again. I tried emailing again. I just want access to what is rightfully mine.

  

  Business Response

  Date: 01/23/2023

  Hello ***,
  
  I spoke with our customer service team about this and have been informed that you have been contacted and have successfully signed up for online access. If you have any further questions, please let us know. Thank you.

  Customer Answer

  Date: 01/24/2023

   
  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:01/20/2023

  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.

  Slavic401K Customer Support is one of the worst support teams I have ever seen. I have been trying to change the phone number associated with my 401k account for weeks now. I've waited on the phone for over 4 hours cumulatively across 4 instances and have still been unable to speak with a support representative.

  

  Business Response

  Date: 01/23/2023

  Hi ******,
  
  I reached out to our customer service team and have been told that your phone number has been changed and they have spoken with you directly to confirm you have access to your account online and are satisfied. If you need anything further, please let us know. Thank you.

• Initial Complaint

  Date:01/19/2023

  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.

  I'm trying to get into my locked account. All the resets haven't worked 20+ times on different browsers and no customer service answer for two 20 minute calls and a 45 MINUTE CALL.Completely insane. I need someone to reach out to me.

  

  Business Response

  Date: 01/20/2023

  Hello *******,
  
  I sent your information over to our customer service team and have been told you have been contacted. Your company's 401(k) plan was moved to another provider so there is no account with us to access. You should have copies of the blackout notice and the contact information for the new provider that were sent in the mail. Secondary copies should have been sent to you by the customer service representative you spoke with today. If you have further questions, please reach out to your company's new provider. Thank you!

• Initial Complaint

  Date:01/18/2023

  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.

  3 weeks of attempted phone calls and emails and I still cannot get a hold of someone. Each time I have called it has been over an hour wait until I cannot stay on anymore. Emails are not being replied to as well. This is the equivalent of theft if I cannot access my money!!

  

  Business Response

  Date: 01/19/2023

  Hi ******,

  Thank you to reaching out to us. I'm told our customer service team was able to contact you and help you with online access and submitting your distribution request. It sounds like everything has been taken care of, but please reach out again if this is not the case. Thank you.

• Initial Complaint

  Date:01/17/2023

  Type:Sales and Advertising 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.

  In October of 2022 I requested a distribution of funds to be transferred to my personal fidelity account. Per the Slavic401K representative I spoke with on the phone a check of the totality of my funds would be delivered via mail. In January of 2023 I followed up via phone call as I had yet to receive this check. I was informed a new check would be mailed and the previous check that I never received would be cancelled. After this phone call I never received a tracking email as I was told that I would to track the distribution check. I have called the customer service line more than 5 times and each time was on hold for greater than 30 minutes. Unfortunately, I am unable to sit on hold for that long. I emailed the customer service email provided & had an automated email that they cannot assist me on personal account issues. Also, now I cannot log in to my account to assess anything and/or find different contact numbers of whom to call to resolve this issue & when I attempt to change my username it will not let me. I have thousands of dollars that I put into this account & am owed & would like a person to contact me immediately regarding this issue so it can be properly sorted out. Thank you!

  

  Business Response

  Date: 01/18/2023

  Hi *****,

  I reached out to our distributions and funds processing teams to get more information on your checks. It looks like the checks were re-printed on 1/13 and mailed to Fidelity. A stop issue was then completed on those checks and new checks were mailed to your house yesterday (1/17) via standard mail, so they should arrive in the next few days to the address we have on file. If you do not receive the checks within the next few days, please reply to this thread and we'll look into this issue further. Thank you.

  Customer Answer

  Date: 01/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I will follow up if I do not receive the check they stated is being mailed out today (1/17/2023) within the next few days. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/17/2023

  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.

  I want to do a withdrawal on my 401k. I tried calling but no representative ever answers. This is unacceptable. I need someone to call me back as soon as possible so I can make this hardship withdrawal. I also would like email confirmation. Thank you

  

  Business Response

  Date: 01/18/2023

  Hello ******,

  Thank you for reaching out. The best way to apply for a hardship loan is online. To begin, login to your account here: ***************************************************
  
  If you do not currently have online access, you can set it up here: *************************************************
  
  Once you are logged in to your account, click on "Withdrawals" in the blue navigation ribbon at the top of the screen. Once you click on that, you should see an option for a "Hardship Request" in the center of the page. Please click that button and follow the prompts to submit your request. Please be aware that requests typically take ***** business days to process, with additional time for mailing (if chosen). Also, in order for the hardship to be approved, the *** requires that your hardship is for one of the following reasons:
  
  Unpaid medical expenses within the past 12 months
  Purchase of a primary residence
  Tuition expenses
  Eviction or foreclosure
  Funeral expenses
  Expenses incurred from a FEMA declared disaster
  Expenses related to damage to your principal residence
  
  If your reason for hardship does not meet the *** qualifications, please apply for a 401(k) loan instead. You can also apply for a standard loan online. The directions are the same as mentioned above, but one you click on "Withdrawals," choose the "Loan Request" button instead of "Hardship Request." Hopefully this helps. If you have further questions, please respond to this thread and we'll have one of our team members contact you. Thank you. 

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18827823
  
  I am rejecting this response because:

  This is not what I am asking for!  I want to withdraw the entire amount in my 401K!  I DO NOT want a loan!  I want you to write me a check for my full 401K amount as it is my money and I want to close the account.  I demand a representative call me immediately so I can withdraw my own money.  I followed the steps online that you provided and I was unable to get into my account profile.  Do not give me further steps.  I just want a call, because this *************** is not a good use of my time.  Attached is a scrrenshot of my attempt to use your online services.  Call me!  ************!
  
  Sincerely,
  
  ****************************************

  

  Business Response

  Date: 01/20/2023

  Hi ******,
  
  I sent your information to our customer service team and have been told that they spoke with you about your account and your concerns have been resolved. If this is not the case, please let us know. Thank you!

• Initial Complaint

  Date:01/13/2023

  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.

  We initiaed a payout on Dec 7 and it shows it takes **** business days to see that fully process. We have called many times to follow up. Today, Jan 13, it shows the request is canceled. This place is nothing more than a fraud to take your money. I have dealth with MANY different 401k companies and this one is BY FAR THE WORST EVER!!

  

  Business Response

  Date: 01/13/2023

  Hi *******,
  
  Thank you for reaching out to us about this. I reached out to our customer service team and they were not able to verify that any requests were made in your name, nor are there any canceled requests for anyone with the last name ******. Was the distribution request in your name or a spouse's/relative's name?  Additionally, the address provided to the BBB is different than what is in our records. Can you please confirm the name and address of the person who made the request? We are happy to look into this further once we receive more information. Thank you.

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18807953
  
  It was for my spouse, **********************************. He has 3 accounts and 2 had money in there. Your team made an error and canceled the cash out for the account with the most funds in it.

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

  

  Business Response

  Date: 01/18/2023

  Hi *******,

  I checked with our distributions and funds processing teams and your funds were traded on 1/13 and the account was settled on 1/17. You should have your money via ACH sometime between today and Friday, depending on your bank's policy for processing online transfers. If you do not have the money by next week, please let us know. Thank you. 

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18807953
  
  I am rejecting this response because: Getting the actual money wasn't the issue. Our issue was with the absolutely horrible service that we received from MANY different indiciduals from your company. I would like for you to CALL ME to resolve this.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/12/2023

  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.

  On 1/12/23 I received an email from slavic401k about a 401k plan thats been opened in my name from a business called ******* companies with no other information or way to contact anyone responsible. *** never worked for that company and have never heard of it. Im concerned as to who signed me up for a retirement plan without my knowledge or permission and trying to contact the business has proved useless. I need a response as soon as possible as this is very concerning and I need to know if this is identity fraud of some kind.

  

  Business Response

  Date: 01/13/2023

  Hi ****,
  
  Thank you for reaching out. I spoke with our customer service team and confirmed that this is not a fraudulent account. ******* Companies is the new payroll and/or benefits provider your company uses. ******* recently purchased Total HR, your previous payroll and/or benefits provider that your company's 401(k) plan was through. You received that notice because all companies that used to be clients of Total HR are being moved into the ******* 401(k) plan. The ******* plan has automatic enrollment, which is what triggered that email. Attached you will find a few documents. One is a notice explaining the merging of plans (you should have received a link to this via email or a paper copy in the mail), a PDF with the details of your new plan, and also an opt-out form you will need to fill out and return if you do not wish to participate in your new 401(k) plan. If you do not return the opt-out form, contributions to the plan will begin once the blackout period in the attached notice is over. If you have further questions about the new plan, please reach out to the HR representative at your company. Thank you. 

  Customer Answer

  Date: 01/14/2023

   
  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,
  
  *******************