CB Investment, Insurance and Financial Merrill Lynch

Merrill Lynch review: Unable to access my 401K

DavidRIN of US

Feb 17, 2026 11:21 am EST

Verified customer

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My second complaint. The incident has been on going since Jan. 28th or 29th. I am not able to access my 401K because the wrong employee ID attached to my acct. Trying to work with Merrill security group which was unpleasant. I was contacted by a nice person in the complaint group, but by than I was so frustrated the it didn't go well (I apologize). I still need access.

I tried to explain that I have no social media presence and I do not use whatsapp or even have the Internet enable on my phone. I do apologize for getting upset but this has been going on for almost three weeks with no end in sight. If all that was required is for me to text them a copy of my quarterly report , why didn't they just say that instead of trying to make me load an app, I don't use or want on my phone.

I apologize if I offended anyone, but the fact remains that Merrill created this problem and I the one being treated like a criminal for wanting access to my own acct.

Desired outcome: I would like the right employee id placed on my account and to make sure Merrill has the right email address and cell phone number (since I never give them a cell phone number).

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Update :My problem has been fixed. After working with Jamal from the help desk for a few days (Jamal is a stand-up 5 star employee, he hung in there longer than I thought any sane person would. Jamal I am never going to be a cell phone power user). It was no fault of Jamal that I do not use my cell phone for anything other than making phone calls and texting our children, I never use my phone for the Internet, social media or banking (yes I am one of them). So everything we did with my phone made me uncomfortable (but we got through it). Sadly it didn't work. So a few days ago I decided to call back in and see what options I had if I couldn't gain access to my account.

Upon calling in a was connected to Latonia (once again if I got the name wrong I apologize because I don't hear well on the phone), She was a delight to work with, she help me understand what was happening and was able to point out some misunderstandings I was having with the data I was looking at, in less than 5 minutes she had cleared up a problem that I thought was a major concern. One major thing she uncovered was my account was never verified (so even if I could have answer the security peoples question it would have made no difference), she was very knowledgeable and helped move me to the next level. She gave me specific instructions on how to move forward (another stand-up 5 star employee.)

The next step lead me to Charles, another delightful person to work with, just like Latonia and Jamal, he was also kind, friendly , personable and knowledgeable. Charles walked me thought getting my account verified and at one point his supervisor and Charles went above and behind in my opinion. With in an hour and a half of talking to them I was verified and able to log into my account and make all the necessary changes I needed to do. I don't want to leave out that Charles informed me of a ton of options Merrill offer for 401K and then sent me the information so I could review it with my wife (thank you for your kind words regarding the fact that my wife is recovering from stage two breasts cancer). They have turned my negative experience with Merrill into a positive one.

Just and FYI for the security team , I understand you have a job to do but what happens when the company you needed to get the information from is totally non-responsive. Four weeks and 3 emails later (because that department no longer has an outside line to former employees everything has to be done by email) and my former employee has not answered any request, early in my career I worked for a company that no longer exist (all their employee records are gone and there is no one to contact). sometimes it's not as easy as just contacting the company and it only adds to the frustration.

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