Equitable Finance review: 401K rollover

Our company was sold. I had a 401k with equitable since 2014, I faithfully put money in every week. Our HR for our new company provided the rollover request forms, which I mailed to Equitable. After many weeks of waiting, I finally called and was informed that they needed a "Letter of acceptance" NOTE: they did not bother to call me or any of the other employees to let them know they required this document and if I would not have called, they would have never contacted me.

I contacted our HR and got the "Letter of Acceptance" refilled out the forms again mailed it all and went back to waiting. (We are now ~ 5 months from the start of this) I called today and was informed there may be other issues, the "issue" was they needed verification if the new company would accept Roth and Standard or not. They received the letter and the form, however, the notes on their computer showed that no one bothered to read the letter until the lady ("Tamara?) that I spoke with today verified, (by actually reading the letter) that it did indeed specify that they accepted both Roth and standard. The other"issue"is that due to termination of the contract by the old company they were not sure if they could get the check cut and released in time. So now I am supposed to call back Wednesday of this week to see if they got the check cut and mailed.

They would have NEVER called any of our employees, including me, to let them know other items were required. Not what I call Customer Service! I believe that they wanted to keep all of our money in their accounts as long as possible to continue to collect interest and or returns from their investments. I am picturing the"Wolf of Wall Street" as I write this. Not sure, but I know there is a definite time frame to get a roll over done before they just issue a check and then I get to pay taxes and early withdrawal penalties, and from my understanding if I had not called this would have been the outcome. It still may be the outcome if they do not get the check cut this week, this all being due to their inattention to taking care of their customers.

On another note my 401K has gone down ~7k since this started and they have been charging their fees. I cannot say that my new investment in the new 401K company would have done any better or worse, but I would not and should not, have been have been charged fees when I requested in writing that my money be issued into a 401k rollover check.

Additionally if I had read the reviews on this company before today I would not have invested at all. The reviews all are almost all the same, it is a major pain to get your money back out of their hands after they have it.