Funds held hostage. Took two months to resolve simple customer issue. Nightmare.

It is easy to pick a % of your salary to save for retirement and enroll it in a collection of funds.

I had a horrible customer experience with Human Interest. I don't expect companies to be perfect since mistakes happen, but I have been deeply frustrated by a recent experience with them. I have lost all of my confidence in the company due to this problem. They either don't know what they're doing, or they have not built internal systems to empower employees to serve customers or resolve problems.

The example that left me very frustrated:

Human Interest reported that I had gone over the 401k annual contribution limits on my 7/31 payroll. I emailed them to ask what should be done. It turned out they had an error and I hadn't gone over my annual contribution limit. The next question was whether they could put that money into my account towards my annual limits, or if it had to be returned to me. I emailed them countless times and engaging with their support department has been a nightmare. They couldn't tell me what the issue was, only that they were waiting on answers internally.

I asked to escalate countless times and had to bring in my HR department who also tried to escalate and threatened to move to a different provider. On 9/28 they finally gave me an answer that the funds should be returned to me, two months after the payroll.

I'm sure this will cause all sorts of confusion and extra work at tax time. I cannot wait to roll over my 401k away from Human Interest to another provider as soon as I possibly can.