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In my opinion, Awful customer service — couldn’t transfer my money for over 1 month
February 28, 2024

In my opinion, Awful customer service — couldn’t transfer my money for over 1 month

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Guideline

They are my previous company’s 401K benefits provider
  • Good online platform
  • Customer service

Do you think Guideline delivers good value for the price?

Not sure

Are you happy with Guideline's feature set?

No

Did Guideline live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Guideline go as expected?

I wasn't involved with the implementation phase

Would you buy Guideline again?

No

It has been 4 weeks since I’ve tried to extract my money from their account, and I still have not received. I’ve had to escalate the customer service ticket and I still have to stay on top of them. The money also is coming via check versus a simple account transfer because the customer service team closed my account prematurely, so it’s overall been an awful experience for me with a decent chunk of change. Very unsettling

Guideline Feature Ratings

401(k)
5.0
Administration and Recordkeeping
1
Payroll Integration
Not Rated
Compliance Maintenance
Not Rated
Plan Flexibility
Not Rated
Filings and Disclosures
Not Rated
Ease of Enrollment
9

Guideline Support

It’s been 4 weeks since contacting them to transfer my money and, in my experience, I’ve had to lead them along and follow up with them at every stage in the process. I got my ticket escalated and they say they’ll send a tracking number, but I had to follow up a week later after I never got a tracking number. Simple things on an escalated ticket.. pretty mind blowing to me. This is the 4th customer service person I’ve been in contact with. If your company uses Guideline then I think they’re doing you a disservice.
ProsCons
Quick Initial Response
Slow Resolution
Poor followup
Less knowledgeable
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Yes - They needed my job end date and I gave it to them (confirmed with my HR) and they said it was incorrect. This disallowed me for getting access to my account for one of my many customer service calls. Frustrating that I didn’t have access because of their incorrect info.
In my opinion, the first conversation seemed promising. Their response time was quick and the guy made it seem simple, but since then nothing has happened and, in my experience, it’s been difficult to get my money after a month of trying with 4 different support agents (including an escalation).