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My complaint is that for almost a month I have been trying to make a withdrawal from my Thrift Savings Account (TSP). The TSP website just underwent a massive update, and today a TSP Representative told me that there are millions of other customers in the same situation, and that management is aware of the problem. Now, not only am I upset that I can’t get my withdrawal completed, but I’m concerned whether something has happened to my retirement money.
What I have done to correct the situation:
On Friday 5 August, I submitted a withdrawal request, so that we could put a down payment on a condo. Between then and now, I have spent over 4 hours on the phone with TSP Representatives from Italy, where I now live, and for the last two weeks that I’ve been in the States on vacation, I have talked with TSP Representatives seven separate times.
TSP just went through a massive upgrade of its website, where it was shut down for two weeks, make funds unavailable. It reopening on or about 1 July 2022. To complete my withdrawal, my wife needs to receive an email from TSP, so that she can utilize the attached Doc-u-sign to electronically sign her approval with the withdrawal. Up until this Monday, 29 August 2022, TSP Representatives have re-verified her email address, asked if she’s checked her junk folder, canceled the request and resubmitted it, or instructed me to do that and tried to re-email the document. Each time the advice has ended with the TSP Representative saying that we should receive the email by the end of the day. We even tried having the document sent to my email address. The document has never arrived. This Monday, I was told that the request could be sent to my secure mailbox, within the website, and my wife could print, sign and fax the document. I have faxed the document twice, receiving a receipt the second time on the morning of Tuesday, 30 August. I waited two business days and called this afternoon, 1 Sept, and the TSP Representative said that it was not yet uploaded, and I should call back tomorrow. When I told her how long this has been going on, and that the final advise is always to call back the next day, she told me that this is a well known problem and that the operations department and management have been made aware of the problem. I told that I’ve never heard any feedback from the Operations Department, nor have they notated any feedback to the Representatives via my account. When I mentioned that I was told that the fax would be uploaded by the next business day, she told me, “Sir, the faxes are uploaded in the order that they are received. There are millions of customers in the same situation.” Can you help? V/R, Robert Froelicher
TSP has got to be the worst organization I have ever dealt with. It has been over 6 months and I still can't access my account. When I call them they give me the run around and say we will mail you a passcode well I have received 25 passcodes of which all 25 passcodes don't work. I am not sure what to do at this point, do I hire a lawyer to get access to my account?
I'm in a similar situation. I requested a partial distribution as an EFT. For weeks nothing was communicated by TSP. When I checked my payment history on the Thriftline account, it showed the distribution was paid. I checked with my bank and they said the payment was rejected because the bank account number was wrong. The Treasury Department notified TSP of the rejected EFT. The Thriftline operators said (I called several times, talking to several operators and supervisors) that the Operations Department had to reissue the distribution but as a paper check. The thing is, nobody could tell me the staus of my check. They said that the Operations Department was the only entity that knows a distribution's status. The Thriftline folks can send messages to the Operations Department but cannot querry them on a status. The Operations Department is not required to reveal when payment is being made. So the account holder never seems to have the ability to know where his money is. You would think that a check made of a significant amount of money would be able to be traced throughout the process and the postal system, but no.
By the way, after over a month of this continuing SNAFU, my TSP account still shows that this partial distribution has been made and has been subtracted from my account
Two big Thumbs-Down on this system. And Thriftline is useless when it comes to helping research problems.
Advice: Have money in the bank to cover an expense. Do not count on the TSP to act in a timely fashion. That was a hard lesson to learn.
I have been trying for over a year to get access to my TSP account. I have called several times, talked to several representatives. I have received 2 or 3 emails stating that there is an important document in the secure area. Last summer, there was another big change in the way the TSP does business. I haveupdated
my account but the security question will not acccept my answer. I called 2x and spent over an hour to hear a representative say that they will send a document via snail mail to fill out and return. Is there another way to get this problem solved or another agency that can build a fire under the TSP to get the problem resolved?
Michael Boomhower
boomhower12341@outlook.com