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:01/09/2023

  Type:Customer Service 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 tried to contact customer service and have never actually gotten to speak with anyone. The Slavic401K portal won't let me log in and I need to change my mailing address to receive tax documents. I receive an error message when logging in that says my company's profile is still being set up. Hard to believe when I was contributing to these funds over three years ago. No one should have to wait an hour on the phone for such a simple task.I want my mailing address updated and access to my tax forms.I want a representative of this company to call me until I answer to resolve this.

  

  Business Response

  Date: 01/10/2023

  Hi ****,

  Thank you for reaching out. I'm told our customer service team reached out to you via phone and email today to let you know that ****-R tax forms will be available on Jan. 31st and how to retrieve it. If you have further questions, please reach back out to the representative that contacted you directly. Thank you.

  Customer Answer

  Date: 01/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is adequate but the companys wait-time on the phone is wholly unacceptable for the year 2023.

  It makes one wonder how much they actually care about other peoples money.  I will never use them again.

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

• Initial Complaint

  Date:01/06/2023

  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.

  I have been trying to update my last name on my account for weeks. My initial email to customer service requesting to update my last name was on 11/8/22 and it is now 1/6/23 and it has still not been resolved. I have followed up via email 4 times and tried to call customer service multiple times and sat on hold for an hour with no answer. I just want to change my last name and request a distribution from my account and be done with this company.

  

  Business Response

  Date: 01/09/2023

  Hi *******,

  Thank you for reaching out to us. We apologize for the wait in the phone and are taking steps to alleviate this problem during the busy time of year. I was able to connect with our customer service team and have your last name updated. You should have received a call and email from one of our reps as a follow up. If you have any questions, please follow up with their phone call/email.
  
  Also, if you need help making your distribution request, we have a helpful video here: **************************************************************************************
  
  Again, we apologize for the wait on the phone and appreciate your business. Thank you.

• Initial Complaint

  Date:01/06/2023

  Type:Billing 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.

  My prior employer transferred my 401k to these folks. I am trying to transfer my money out to an account I have with a financial advisor and after more than a month of trying, I have ZERO access to an account, I cannot see my balances and can never get someone on the phone in less than 20 minutes. As I type this I am on hold for the 22nd minute. Their website does not allow me to set up account access on my own. I have twice sent them proper documents so they can set up my account and it has yet to happen. No access, no balances, no ability to call someone direct, ever. I am demanding that they immediately set up my access so I can get my money away from them, and I am demanding a direct dial number so I don't have to do this endless hold dance on future calls. This firm should be shut down for making it this difficult for me and other consumers (check the complaints) to extract OUR money. These guys don't deserve to be in business and P.S. my hold time is now over 28 minutes.

  

  Business Response

  Date: 01/09/2023

  Hi ***,

  Thank you for reaching out to us about this. I was able to have someone from our customer service team reach out to you. I'm told you now have online access to submit your distribution/rollover request. If you have questions on how to submit the request, we have a helpful video here: **************************************************************************************
  
  If you have further questions, please call or email the customer service representative you spoke to earlier today. Thank you and we appreciate your business. 

• Initial Complaint

  Date:01/05/2023

  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.

  Hello, I used to work for ** Jobs CEO Council. They have a 401k managed by Slavic. I never enrolled in the 401k, but apparently deductions were made from my paycheck into the 401k plan. Upon inquiry from my office administrator, an email was apparently sent out that said unless one opt out of the 401k, you are automatically enrolled into the 401k. I never received the email and neither did an intern who didn't even qualify for the 401k plan and still had paycheck deductions. I was then instructed to fill out a form saying that I would like to opt out and email said form back to them so that I can get a refund of the deductions, which I did...over 3 months ago. Three months have passed, I no longer work at the company that had this 401k plan, and I have yet to receive my refund. Furthermore, I have reached out via phone to customer service and after being on hold for a combined 2 hours, no one responds. I am now escalating this matter so that I may receive a refund.

  

  Business Response

  Date: 01/09/2023

  Hi Doaa,
  
  Thank you for reaching out to us about this. I apologize for the long wait on the phone. We are taking steps to correct that problem as best we can during this busy time of year. In regards to your question, I reached out to our distributions team and was able to get the refund processed for you. Please be aware that a portion of your balance was employer match funds and will not be included since you were not fully vested in your employer's plan. Also, since the balance is being taken as cash, it is subject to taxes. Your check will be expedited in overnight mail once the account is traded/settled. We estimate you should receive your check by this Saturday. If you do not receive it within a timely manner, please let us know. Thank you for your business. 

• Initial Complaint

  Date:01/05/2023

  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.

  The Slavic website has a glitch and said I "exceeded the number of loan requests." After waiting on hold for an hour and being disconnected, I called again, waited another 40 min and finally got a CS rep that told me--"Oh I guess you are one of the people that got the glitch" CS rep was friendly but guess what? I am getting yet ANOTHER phony message when I log in and still can't access my money.1. The **************** is abysmal. There is no reason for such a long wait every single time. Hire more people or something. This is unacceptable 2. How many glitches are you going to have? This is a financial services site, constant errors like this a wholly unacceptable and there seems to be no urgency in fixing it. 6 days later and you still have a glitch preventing customers from accessing their money---and on top of it you can't get a darned soul on the phone? Are you kidding?Fix the glitch and let me access my money IN A TIMELY FASHION. ASAP. Stop scraping the bottom when it comes to the customer experience. Do better.3.

  

  Business Response

  Date: 01/06/2023

  Hi ******,
  
  Thank you for reaching out to us. We apologize for the long wait times on the phone and are working to address this issue. I escalated your complaint and have been told you have been contacted and taken care of by our customer service management team. If you have any outstanding questions, please either reach out to the customer service person that contacted you directly or else reply to this thread. Thank you and we appreciate your business. 

• Initial Complaint

  Date:12/30/2022

  Type:Customer Service 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 a former employee of a new Slavic customer so my money moved to ********************** when they switched administrators. I need to access my 401k for a business startup but can not create an account on their website. I have never been able to get through to a human on the only phone number available published for the company. I am very concerned that my former employer has made a huge mistake and given enormous amounts of money to a con artist. I need to be able to access my money immediately. Any help is greatly appreciated.

  

  Business Response

  Date: 01/04/2023

  Hello Shera,
  
  Thank you for reaching out. I reached out to our customer service team on your behalf and they have told me that they were able to make contact with you, set you up for online account access and provide instructions on how to submit a distribution/rollover request. If you run into any issues requesting your distribution, please contact the support team member who helped you this afternoon. Thank you.

  Customer Answer

  Date: 01/05/2023

   
  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.  The reason they were able to make contact with me is I had read through other complaints on BBB site against Slavic and happened to find someone's email address to reach out to.  ***** has been amazing!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/30/2022

  Type:Order 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 am trying to withdraw money from this company. The company I worked for changed 401k providers and it was a major down grade. Slavic 401ks app and website constantly crash, so after I made a distribution request. I could not access the account details because no matter what phone, or computer I used I couldnt get past the homepage. Then I spoke to a customer rep after waiting nearly 2 hours, I couldnt verify my identity after correctly receiving a link to my phone, giving my full social, birthday and address. So she could not help me. Also she mentioned that the link Slavic sends you to check the status of your distribution usually doesnt work when I told her it goes straight to a 404 error page. Why would a company purposely send out links to the location thousands or dollars that they know is inaccurate? This is a financial services company. Plus it costs nearly $100 in fees to withdraw money. Companies use this service because its cheaper for startups to offload the cost of a 401k to the individual employee. I would just like my money (its past the allotted wait time) or at least the status of my money.

  

  Business Response

  Date: 01/03/2023

  Hi *********,
  
  Thank you for reaching out about this and we apologize for the wait times on the phone. I reached out to our distributions team and found out your request from 12/21 was finalized this morning. Your money will be sent tomorrow afternoon. Thank you and we appreciate your business.

• Initial Complaint

  Date:12/29/2022

  Type:Billing 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 account with Slavic that was automatically transferred from another company several years ago....fine.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 December 13th. 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.....still waiting 2 weeks later with NO RESPONSE.All I want to do is roll over my funds. I finally got through to someone and asked if they could send me a paper form so I can manually request rollover and was told NO that I have to wait for account access? which is not happening? for some unknown reason?

  

  Business Response

  Date: 12/30/2022

  Hi *******,
  
  Thank you for reaching out. I reached out to our customer service and IT teams and was able to confirm that your account details were verified on December 27 and you should now be able to have online access to your account.
  
  If you have not already done so, you can register for online access here: *************************************************
  
  If you have already registered, you can log in to your account here: **************************************************************
  
  Once you are signed in, you can create a rollover request online by clicking on "Withdrawals" in the blue navigation menu, then selecting "Distribution Request." From there, you will just need to follow the prompts to complete your request. Please make sure to have both the account and routing number of the account you would like to roll your funds into ready as you will be asked to provide them if making an electronic transfer. Please also be aware that once the request is made, it typically takes ***** business days for the rollover to be processed. This is due to the verifications and checks and balances in place to ensure the rollover is compliant and not a fraud attempt.
  
  If you run into any trouble, please reply again to this thread. We cannot answer any account-specific information via unsecured email for security purposes. Thank you! 

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18659973
  
  I am rejecting this response because I still cannot request a rollover into my current 401K. See attached screenshot where I am blocked from proceeding.

  I ended my employment with Narrativ in May 2017 -- well before 30-days and do not understand why I can't access my money. There should be no reason I cannot select this reason to move forward.

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

  

  Business Response

  Date: 01/04/2023

  Hi *******,
  
  I forwarded your message to our customer service and distribution teams and have been told that our Manager of Distributions left you a voicemail to help resolve the issue with your rollover application. Please give him a call back directly and he will be able to assist you. Thank you! 

• Initial Complaint

  Date:12/29/2022

  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.

  Got an email notification for a distribution request I did not authorize. I have reached out via phone (holding for over an hour at a time) and email without being able to reach anybody. Right now I have about 45K in funds unaccounted for and there is absolutely 0 communication.

  

  Business Response

  Date: 12/30/2022

  Hi ******,
  
  Thank you for reaching out. I reached out to our distributions team and confirmed that there has not been fraud on your account. You received a distribution notice because your payroll provider has determined your account is no longer eligible to be part of its 401(k) plan and the money has to be moved.
  
  This most commonly happens happens if: A) you have left the employer providing the 401(k) or, B) your employer has left the payroll company providing the 401(k) and the money has been left dormant in the account. However, there may be other reasons as well. 
  
  You should have received the attached notice a while back with instructions on how to move your money. If you did not receive this notice, please make sure your most current mailing address is on file with your payroll company.
  
  Since no action was taken, your money has been moved to a company called ********* (*********.com) and is being deposited into an *** account in your name. This is what triggered the email you received. You should also receive communication from ********* about your new account with them. You will have access to your money to move, cash out or leave in the ********* account as you please. If you have questions, please refer to the notice attached. Hopefully this helps. Thank you.

• Initial Complaint

  Date:12/23/2022

  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.

  Hi! I left my previous employer and tried to roll over my 401k that is held at Slavic. I submitted the request three weeks ago and cannot find a status of this distribution nor can I get ahold of anyone at Slavic. I have tried emailing and calling their customer service team and have recieved no response. I am hoping to get an update on the status as well as an ETA on when the funds will be sent. Thanks again for your help.

  

  Business Response

  Date: 12/27/2022

  Hi *****,

  We apologize for the long wait times on the phone and are taking steps to rectify that issue during this busy time of year. I was able to speak with our distributions team and your rollover finished processing on Friday (12/23), which means the check will be sent out today (12/27). We apologize that we were unable to process your request sooner. We do our best to beat our service timelines whenever we can. Please be aware that rollovers typically take ***** business days as disclosed in the request paperwork. This is because there are verifications and other steps we must go through to ensure each request is compliant and also not a fraud attempt. Thank you for your business and we wish you the best at your new job. 

  Customer Answer

  Date: 01/02/2023

   
  Complaint: 18634975
  
  I am rejecting this response because: it appears the rollover amount received is $2k short of my account balance 12/4. When should I expect the difference?
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/03/2023

  Hi *****,

  Thanks for reaching out. Please be aware you should be receiving two separate checks from us: a **** 401(k) account check for $3,106 and a pre-tax 401(k) check for $2,419.57. These checks are mailed separately. If you have only received one of the checks so far, please reach out to us again in a couple of days if the second check does not arrive. Additionally, if you have received both checks and there is still a discrepancy in the amount expected, please let us know as well. Thank you.