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Merrill Lynch review: 401k held hostage by Merrill's security team

DavidRIN of US

Feb 12, 2026 10:34 pm EST

Verified customer

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I have reach the age where I have to start making some decision about my 401K, since I have not been able to get into my on-line account for some time my call was forward to Merrill security team. I understand they have a job to do and I tried to explain that I have not been able to access my account in sometime. I also tried to explain to them when I did I forgot my ID, their system said it sent me an email which I never received, when I said I felt my account was in danger and that their system may be sending my personal information to someone else, they didn't care. They said they need to ask me a challenge question, sure why not since I usually pick all my challenge questions so I know the answers. Apparently not at Merrill, the security team pick my challenge question which by the way was what was my start and end dates of a company that I have not worked for in over 25 years and is on the verge (according to the stock market) of going out of business. There are no direct lines to the payroll or benefits departments, you have to send the an e-mail which they never acknowledge receiving, I have contacted them four time with no results. So the company that I used to work for many years ago is no help but neither is Merrill's security team. Interesting part is my monthly report gets mailed to my house without a problem (so the mail room knows who I am, when I call in and give my social security number to their on-line prompter it knows who I am, the only people who don't know who I am are the security (holding my account hostage). I will not say the two gentlemen (John and Matt, by the way one of the hung up on me) were rude to me but they were most definitely condescending and Merrill should be ashamed to have sure people representing them on the phone.

Recommendation: Write everything down and if at all possible don't deal with the Merrill security if you don't have to.

Since my complaint I have worked with three of the nicest and most professional employees at Merrill Lynch, they are a credit to there company.

Jamal out the helpdesk is a stand-up 5 star employee. Latonia (think that was her name, I have a hearing problem on the phone) was a delight to work with she was kind and understanding , took her time to hear me out and even educated me on things I didn't understand without making me feel stupide. She gave me a great deal of direction and pointed me in the right direction to get my problem fix. The next person I dealt with was Charles (also a delight) friendly , kind, understanding , help me understand where the problem was a with above and behind to help me collect my problem. He also educated me on many financial opportunity Merrill had to offer, and sent me a catalog of information I can review with my wife.

I understand now that some of the problem was caused by me not understanding what I was looking at and Latonia and Charles help me to understand. Jamal, Latonia and Charles were great people to work with, after 40 years in business I understand all companies have bad actors , it was just my misfortune I ran into two of them back to back, I just wish I had met Jamal, Latonia and Charles first. My problem has been fix and my feelings toward Merrill Lynch are very positive. Once again those three individuals are outstanding employees and Merrill should be happy they are representing them.

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