Retirement Troubleshooting
I had cause to go into the website for managing my 401(k) plan and found something that didn't look right. I read through all of the material on the website and it didn't make sense. I would have preferred sending email, but the site says that "email is not available." My only choices were dealing with their automated system (which I'd already tried) or calling them. This was important enough that I steeled myself for talking to customer service and called them. After a not-too-long delay, I got through to someone who was genuinely helpful. He mentioned as we were working through the issue is that they're currently being drowned in support calls having to do with Tax Day (April 15). I hadn't considered that because I did my taxes last month.
I laid out the issue to him, and he agreed that it didn't sound right. He dug into the details, including the rules specific to my company, and he said that everything I told him matched what he could find. That made me feel better. He put me on hold and went to talk to the tech team there. After a wait (he checked in on me to make sure I knew he hadn't forgotten me), he said that the support people also agree with me. In a sense, he and they were grateful to have something other than "send me the tax forms I need." They're pretty sure that I'm right, and they are digging deeper. It's important, because if I'm having this issue, it seems pretty likely that other people are having it as well. The support analyst said that it may take them several days to figure out what's going on, because they did a system migration a few days ago that they suspect is at the root of the problem.
I'm glad that I called this in. I'm not going to give specifics of the issue, but I'm pretty sure that if anyone else is having the same issue I am, they would be very unhappy. Fortunately, I don't need it fixed immediately; I just need it fixed eventually.
I laid out the issue to him, and he agreed that it didn't sound right. He dug into the details, including the rules specific to my company, and he said that everything I told him matched what he could find. That made me feel better. He put me on hold and went to talk to the tech team there. After a wait (he checked in on me to make sure I knew he hadn't forgotten me), he said that the support people also agree with me. In a sense, he and they were grateful to have something other than "send me the tax forms I need." They're pretty sure that I'm right, and they are digging deeper. It's important, because if I'm having this issue, it seems pretty likely that other people are having it as well. The support analyst said that it may take them several days to figure out what's going on, because they did a system migration a few days ago that they suspect is at the root of the problem.
I'm glad that I called this in. I'm not going to give specifics of the issue, but I'm pretty sure that if anyone else is having the same issue I am, they would be very unhappy. Fortunately, I don't need it fixed immediately; I just need it fixed eventually.