ComplaintsforTransamerica Retirement Solutions

• Initial Complaint

  04/08/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have a loan with 401 Fidelity, then the company i worked with was bought buy another company.So, it went from Fidelity to Trans america but transamerica will not allow me to pay partial but in full , i cant do the full payment. And then, i received documents that i have to pay tax because it was considered a withdrawal, and no longer a loan. Why cant i be allowed to do another loan? Is that fair? I just want to know what the laws says. it is impossible for me to pay in full, plus interest.please advise.

  Business response

  04/08/2024

  Transamerica will review this participant's concerns and respond directly to them.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took a $50,000 loan from my 401K plan with Transamerica a few years ago. I set up automatic payments from my account to come out monthly. Suddenly last year Transamerica started to refund my checks. I called in July to find out why they were refunding them and the representative never said that it was because my loan had defaulted. I thought that I had overpaid and so I stopped making payments after I called spoke to them. They NEVER told me that my loan had defaulted. I then received a 1099R this year which indicated that my loan had defaulted and was told by the representative, *********, over the phone that this was the case. She had no record of any communication from Transamerica telling me this so I escalated the call to a manger (*************************) who told me that he would work to reinstate the loan and call me back in 3 days. This call was in 2/15/24. He says that Transamerica sent me a letter to warn me that the loan was about to default but it was sent to an undeliverable address. I never got any letter or communication about the loan. ****** never called back as promised so I called back on 3/1 and got a representative named ***** who asked me to hold on for ****** who never picked up the phone although I held on for nearly 20 minutes. I called back again today 3/4 and spoke to ********* who escalated me to ******. ****** says that I missed a payment on the loan and that for that reason Transamerica would not reinstate the loan. He was unable to tell me the date of the missed payment but says that it doesnt matter because the customer is ultimately responsible for the loan. He says that Transamerica has no responsibility to communicate with me about the loan at all. His question to me was did you think that you had paid back a $50,000 loan in 3 years? Transamerica owes its clients a better customer service experience that the one that Ive had. Additionally they should communicate about a defaulting loan. I have a credit score of 800 I care.

  Business response

  03/04/2024

  We are in receipt of the correspondence that you received. Due to privacy laws and regulations, we apologize that we cannot provide a comprehensive response to the BBB.
  
  We take consumer concerns seriously and this matter has our full attention. Our investigation is underway, and we will respond to the complainant in writing to as soon as we have concluded our review.

  Customer response

  03/05/2024

   
  Complaint: 21382333
  
  I am rejecting this response because: I dont understand what Transamerica is actually doing to resolve my claim. Their response does not provide a resolution to my problem or any details to refute my concerns. 
  
  Sincerely,
  
  *********************************

  Business response

  03/18/2024

  Transamerica has responded directly to this participant regarding a review and determination of their complaint. We consider this matter closed. 

  Business response

  03/18/2024

  Transamerica has responded directly to this participant regarding a review and determination of their complaint. We consider this matter closed. 

  
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In August I attempted to make payment to a loan taken from my retirement account. I was unable to as the company did not provide instruction and coupons to do so. I called and asked what to do, was told to send payment via my bank bill pay. When doing so the payment went back into my retirement account vs toward the loan. I then rolled over the remainder of my retirement to my new job. I checked the box to pay outstanding loan by coupon.Upon rolling over the company instead noted the amount as a withdrawal and taxable income.I called and they did correct this error and owned that it was a mistake in Transamerica and they didnt see the check box. I began making payments per coupon that was now provided. After 4 payments I received a letter the loan will default due to the payments in 2023 not being made, despite me attempting to pay and the companies system not allowing me to.

  Business response

  03/04/2024

  We are in receipt of the correspondence that you received. Due to privacy laws and regulations, we apologize that we cannot provide a comprehensive response to the BBB.
  
  We take consumer concerns seriously and this matter has our full attention. Our investigation is underway, and we will respond to the complainant in writing to as soon as we have concluded our review.
  

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to Transamerica to withdraw from my 401k. This retirement plan was tied to my former part time job and the funds obtained through this plan, in my opinion, are not worth transferring. I put in a request to withdraw the funds on Jan. 29, 2024 and Im still waiting to hear back from a sponsor to have the funds deposited into my bank account. Ive reached out to Transamerica and have not heard a response. I want to know the status of my request and how soon the money will be deposited into my account. It shouldnt take this long in 2024 to receive requested funds. Im already being penalized by a small percentage due to the very minimal amount that I want withdrawn, and I have the right to request those funds despite anything.

  Business response

  02/26/2024

  We are in receipt of the correspondence that you received. Due to privacy laws and regulations, we apologize that we cannot provide a comprehensive response to the BBB.
  
  We take consumer concerns seriously and this matter has our full attention. Our investigation is underway, and we will respond to the complainant in writing to as soon as we have concluded our review.

  Customer response

  02/26/2024

   
  Complaint: 21340304
  
  I am rejecting this response because:
  
  Ive already reached out to the business several times and they havent responded to me. Im not confident Ill get a response this time. Its been nearly a month since I requested a transfer and I havent received any kind of status update or communication from the business in any form. 
  
  Sincerely,
  
  ***********************

  Business response

  02/27/2024

  A response/update regarding the participant's complaint issue was provided to her. We are not able to disclose the details of this account publicly on this site. We can assure that every consumer concern is reviewed and responded to and any follow up questions can be directed to our customer care area at ************. 

• Initial Complaint

  01/29/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was working for Allied Universal and they lost the contract at then end of the contract year. I tried to get my money and they told me that I had to be there for 5 years. They told me that I wasn't there 5 years. I called back weeks later and spoke to someone else and now we established that I was there more than 5 years. So I asked "can I get my money now?" The agent said "Oh its 6 years now" At this point I was upset and confused as to why they are giving the run around. Please help.

  Business response

  01/29/2024

  We are in receipt of the correspondence that you received from  *********************. Due to privacy laws and regulations, we apologize that we cannot provide a comprehensive response to the BBB.
  
  We take consumer concerns seriously and this matter has our full attention. Our investigation is underway, and we will respond to the complainant in writing to as soon as we have concluded our review.
  

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My previous employer was being acquired by another company so Transamerica contacted me to transfer my old 401K account to my new employers account. I submitted forms to do so but apparently my old company did not submit theirs before the acquisition so the transfer to the 401K account with my current employer never occurred (I was not notified). When I noticed the money was not transferred I contacted Transamerica MANY times. After many hours and phone calls it comes down to this: they are saying that they withdrew the money from my account and sent it over with all of the other funds from my old employer after their acquisition to OneAmerica (the new retirement benefit company), however the only records they have are of the withdrawal, not the transfer to OneAmerica. OneAmeirca says they never received it. The only thing that needs to happen is for Transamerica to produce a detailed record showing that my money was transferred to OneAmerica- if this did in fact transfer over OneAmerica can look into it from there -but without that there is nothing for them to look into.After many MANY phone calls to TransAmerica (with promises to call me back with updates, which has yet to happen) I have received various different explanations as to where my money is but my frequent requests for them merely to produce the paperwork that shows the transfer to OneAmerica is not something they have been able to do- so I would like an audit of that account transfer to force them to show me the records.

  Business response

  08/30/2023

  Transamerica will respond directly to the participant regarding their account. 

  Customer response

  09/08/2023

   
  Complaint: 20531928
  
  I am rejecting this response because: This business was still not able to provide documentation of my money transfer to OneAmerica. I contacted them again when they responded and nobody has reached back out.
  
  Sincerely,
  
  *******************************

  Business response

  09/11/2023

  Transamerica has responded to all inquiries from the participant with information regarding their account and we consider this matter closed

• Initial Complaint

  06/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  For over the past month I have received the run around regarding initiating a rollover of my 401k that has been sitting in limbo for the past year. I received messages that my company needs to reflect my end date which resulted in several back and forth calls. When it was resolved I tried to actual complete the rollover and several call all ended with there is a system error preventing the rollover. EACH TIME I CALLED...a new rep would give false assurance that it was minor glitch to call back. Do you know how long the average wait is to call and get through to Transamerica 30-1.5hrs of waiting. But to make matters worse today June 6th ******************************************************************** my life where I called I received the call back and explain that I would like to speak to a supervisor in regards to my retirement account and was denied to speak to any supervisor and that the woman allegedly named ******* stated that she would not authenticate my account and prevented me from speaking to a supervisor was very disrespectful and defiant and incompetent and hung up the phone on me after I waited hours to speak to someone. In calling back I spoke to a ******* who was no better and very immature and challenging and argumentative but at least did connect me to a supervisor **** who was monotone and disinterested and spoke to me as if he was reading from a script it is the worst customer service that I have ever experienced from any company and to know that I had my 401k held with them I would never return and have any services or any involvement my money will not make a dent into this company however if this is what one can expect from customer service from any company let alone Transamerica we have some serious problems that is really going to take a bad turn. I requested to make a formal complaint and was told that it would be handled yet I doubt it and so I'm leaving this message here on the Better Business Bureau.

  Business response

  06/07/2023

  Transamerica will be responding to the participant's complaint directly.

  Customer response

  06/07/2023

   
  Complaint: 20152891
  
  I am rejecting this response because: I have not received at the time of this message a direct call or email about this complaint to deem this satisfactory. 
  
  Sincerely,
  
  *************************

  Business response

  06/08/2023

  Transamerica has responded to the participant directly. 

• Initial Complaint

  05/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have a 401k account from a previous term with my current company. I have fees on my statements which are far beyond the fees stated online. I contacted them by phone, spoke with two different people on 2 calls, who could not explain the fees. I have read all the documentation for my plan and the fees make no sense. I asked my employer to explain the fees, and they got no where. There doesn't seem to be a live person with any knowledge willing to audit my account and explain the fees. That is what I want. I suspect I am being overcharged and have been for years. So, I will want an adjustment and refund when the facts are known. I would like the name and number of a person willing to review my account and discuss it with me.

  Business response

  05/23/2023

  Transamerica will be responding to the participant's complaint directly.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Spoke with a rep about rollover options and sent a request from my institution. I was later informed that a TransAmerica (TA) form must be used. I requested and completed form on line w/rep as she rec, & was informed I needed o have spouse complete a notarized form. It was emailed to me. He completed and I uploaded it successfully. On 5/15/23, I received a series of emails 1. My distribution was processed successfully, 2. I made a change to my email address (which I did not), 3. My distribution for 5/15/23 was canceled at my request (I nvr made request). I immed checked my acct online and my balance was zero. I called TA and spoke w/****. He said he saw cancelation but didn't know why bc I did everything correctly. He "didn't see" emails I was referring to. He said my $1,971.79 was sent to the bank requested. He couldn't give me a conf# or any transaction details. I asked him again to confirm where it was sent. He said to the bank I put on the request form. We went back and forth and at one point he asked me if I banked with ***** Fargo. After an alarming "No!" He said he only asked bc they take longer than others to process request. He never provided any details regarding my transfer or why it reflects canceled by me. He placed me on hold to confer with his supervisor and returned with instructions to apologize, no explanation for emails, and confirmed that the $1,971.79 was received from the mutual fund ** and it should be sent out that day (5/15) to my rollover account and deposited NLT the next business day. I checked the next day, nothing was deposited. I checked and called on the 17th and confirmed with my institution that nothing was received or was pending. I checked my TA account this morning and it shows a zero balance, a cancelation at my request, which is totally false. My attempts to "view details " failed. This is unheard of. I Googled TA issues and read in horror. I am demanding my rollover request be processed ASAP and false info removed.

  Business response

  05/18/2023

  Transamerica will be responding to the participant's complaint directly. 

• Initial Complaint

  04/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I initiated a lump sum retirement distribution in early February 2023 for an April 1, 2023 disbursement. Filled out the paperwork, signed, notarized, attached identification and uploaded. Everything was reviewed and accepted. Account timeline also verified that the documentation was received, confirmed and scheduled for an April 1 disbursement. No money arrived and I phoned customer service. They verified that everything was in order. Bank account number and routing number verified as well. I was then instructed to wait a couple of days. In the meantime they would request a trace number. During this time I phoned my bank to see if they could see anything pending on the back end and I was told they could not. I phoned customer service back on April 5th and found out that there was no trace number because the payment was not processed. I was turned over to a supervisor and was told that a system upgrade was taking place during the time of my payment and the transaction did not go through. The supervisor told me he will work with the processing department to investigate and correct the issue. I phoned back on April 10th. No updates. I then asked to speak to a manager was told that none of the supervisors have managers. I asked to speak with a different supervisor and he told me they are very busy. I said I'd hold. He put me on a brief hold and said no one was available and assured me he has escalated the issue and will let me know as soon as he has an answer. I tried starting over by phoning customer service hoping to get a new supervisor. I was told they would put me back in touch with the same supervisor as he is the one referenced in the "case" notes. I asked for a case number. I was told there isn't one. I asked for a number to the processing department. I was told they don't have phones, which I take to mean they don't take calls from the public. This borderlines on criminal behavior.

  Business response

  04/10/2023

  Transamerica will be communicating directly to the participant to assist with resolving their concerns. 

  Customer response

  04/11/2023

   
  Complaint: 19917859
  
  I am rejecting this response because: 

  They have been looking into it and the only response i get is that there are no new updates regarding when the payment will be issued.  After speaking with the same supervisor again yesterday afternoon, he said that they can't re-issue the payment until the old payment is reversed on their back-end.  They've had plenty of time to reverse a payment THAT NEVER WAS ISSUED.

  I'm requesting prompt attention.

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

  Business response

  04/24/2023

  Transamerica has worked with the participant directly and resolved her concerns as of 04/11/2023.

  Customer response

  04/24/2023

   
  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,
  
  *******************************

*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. ↩