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September 2024 by Jasper Valdez
Worst service ever. Surprises you with processing fees when getting your money out through a check only reason I wanted a check because there was no fee unlike getting it direct deposited for a fee. Took them 8 months to give me an answer on where my money went
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September 2024 by Jim Robinson
I have an account with LT Trust and have discovered they are truly a disaster to deal with. They won't allow you to access your account without a "one time PIN" which takes them approximately 3 minutes to send it. Their system will only allow you 60 seconds to enter their "one time PIN" then it locks you out. They only allow 60 seconds but take 3 minutes to send the PIN!!! They say you have to call "customer service" because i tried to access my account too many times, currently caller #17 in their cue and 188 minute wait time. They say contact "customer service" yet they have zero "customer Service" who has 3 hours to wait on hold? There is no other access to anyone and can't reset access codes unless you are will to sit on hold for 3 hours. We'll be relocating our 401K program for our company to another 401K program ASAP.
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September 2024 by Paul Long
The poorest of poor customer service. I have called several times " you are next in line- wait time is 1 minute" 2 HOURS LATER!! The IRS has better customer service. I needed to do a rollover I gave them the ACH info and what did they do... send a check.
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March 2024 by August Junkala
I had an account elsewhere that was transferred here several years ago. This was done despite the fact they cannot and will not deal with foreign nationals (I was not informed this; I was simply told the account was going to be transferred). I have spent several years trying to sort out some way to close down the account and retrieve the money. Every time I resolve some issue, another thing comes up.
Early on I dealt with a customer support person who seemed genuinely interested in resolving the issue, however that has changed as the years have dragged on. Most recently rather than either escalating the request they didn't understand, or making any effort to understand it, the agent just kept saying she didn't know and talking over me as I attempted to elaborate, and then hung up on me after I became angry at being so thorougly ignored (compounded with years of just trying to get my money back).
It is totally fair that she hung up when I became angry, no one should deal with that. However it never would have reached that point with even minimal customer service skills, nevermind if the company hadn't created the situation by accepting that initial account transfer, or had literally any competency or capacity to resolve the situation that we are now in.
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January 2024 by Lindsay Javel
Unable to reach them via phone
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October 2023 by Kathi Winecker
Website down for multiple days with no information posted. No phone support provided. I was on hold for 30 minutes, left a message and hours later, still no response. Terrible service for a financial service company.
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October 2023 by Madalene Taggart
How can your website be down for 3 days??? No access to any accounts as a participant or sponsor. Everything about this seems wrong on every level.
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September 2023 by Casey Flint
As a well versed invester, I find this company to be the absolute worst retirement company possibly available today. They've received my 401k contributions for months, but have yet to apply the contributions in the market mutual as selected, and are instead holding the funds without investing them as instructed. Months worth of regular calls to customer service calls has yet to help the matter at all. They have yet to fix the issue, return a calls/email, or even an apology or an explanation. If your employer uses this company, steer clear of this fraudulent group!!! 0/10 DO NOT RECOMMEND
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May 2023 by Rani S.
They employ the fakest people. They used to be hood yrs ago . Now it's obvious the people they employ hate their jobs. They are very sarcastic in their responses when you ask questions trying to make you feel stupid.
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December 2022 by Jamie
The customer service is poor. These lady representative and the gentleman representative that I have had the pleasure of speaking with have both been very rude. They gave me a time period of 7 to 10 business days to receive a disbursement and it has been 15 days and I still have not seen the check.
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April 2022 by Adam R.
My experience with LT Trust was just fine for several years until last month. The company have now hijacked my assets without notifying me. For one month (so far), they have rejected my attempts to view, manage, or withdraw my own assets from them. They repeatedly refer me to a completely foreign company called Human Interest, but I never authorized Human Interest to take custody of my assets. I was never informed any intention to transfer my property to another company. What they're doing should be criminal. It's like walking back to where I parked my car, but the car is gone and there's a ransom note telling me to contact a complete stranger to ask them about it. That stranger (Human Interest) then tells me that they're still waiting for LT Trust to complete this unauthorized transfer and there's nothing I can do about it. How long would you be happy to have your car stolen from you?
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November 2021 by M J
I liked them! Everything was fine for the years that I contributed, but unfortunately during the rollover process LT Trust did not provide the level of service that I have received from other institutions during the same process. No communication from LT Trust. The burden is on you to contact them if you want information on the status of your rollover. When there was a delay (still have no idea the reason they delayed my rollover) they did not inform me. I had to call them, endure long holds, and still got no information. I'm still waiting for funds and my account was distributed over a week ago. The whole process is on week 4. Why do they take so long? Very stressful due to their lack of communication is how I would describe my experience with LT Trust.
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September 2021 by Nathan T
EDIT: I did not relocate, and I never received my money. My home of record is the exact same as it has been for years.The worst customer service I have ever received in my life. I can't give you the runaround when you want to close your account and are very slow to respond.
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April 2021 by Nick Coleman
LT has been great to work with and they have been very responsive to our needs. I would highly recommend working with them. Their team is knowledgable and professional.
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April 2021 by T L
If I could put lower than 1 star I would. I've been trying to get MY money out for over 1 month, no one will call me or email me back, and when I call they have zero answers for me. I've never dealt with such poor customer service in my life, and I'm at the point where I'm not even sure If they have my money.
