Pulled $3600 in fees 2x in February, not yet resolved in August. Terrible customer service.
August 19, 2021

Pulled $3600 in fees 2x in February, not yet resolved in August. Terrible customer service.

Gina Spears | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with Human Interest

We use Human Interest as our 401k provider as well as to facilitate profit sharing (until recently). It is used by all of our employees. We need a fiduciary consultant to provide advice to keep us in compliance while helping us execute on the delivery of the benefits we have offered employees.
  • Website interface is clean and easy to use.
  • They employ many customer service agents with no authority to make change.
  • They appear to employ a customer service company that services other companies, so they answer the phone with something other than Human Interest at times.
  • They regularly say they'll be in touch with an update, but the update is always that they can't resolve the issue yet.
  • There are lots of contacts, but no answers.
  • There are lots of customer service reps, but no answers.
  • Knowledgeable consultation on 401k regulations.
  • Knowledgeable customer service empowered to solve problems.
  • Transparency.
  • They have stolen $3,600 in February and cannot resolve the issue (it's August).
  • They charged us $150 to rewrite our plan document, which didn't provide the correct advice for our company.
We chose Human Interest because we had the flexibility to pick our investments and for the low fees. We have since wasted countless hours trying to sort out the erroneous advice and recapturing the fees they took twice from our account that it's no longer worth it.

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Did implementation of Human Interest go as expected?


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We started with Captain 401k, which got acquired by Human Interest, and we were told by Captain that we'd have a dedicated customer service person. That stopped with Human Interest. We hired a new employee and were advised by Human Interest (after seeking advice) that we needed to pay to update our plan document, which we did. A year later when we try to execute profit sharing, we're told by Human Interest that we are not eligible to engage in profit sharing. We understand that we not only got erroneous advice from our 401k consultant, but we also paid for that bad advice. In February of this year, Human Interest deducted $3,600 in fees twice, and we have not been able to get them to correct that (it's August). We get frequent email updates that say they are expediting our case, but they don't have an answer yet. They blame it on their engineers.

Using Human Interest

4 - Engineering and Management
2 - Manage the 401k plan
  • We will drop this service as soon as they rectify their error in pulling $3600 in additional fees out in February.
We will drop Human Interest as soon as they rectify their error in withdrawing $3600 in additional fees earlier this year.