Poorest Customer Support and Holding Up Our 401k Funds for 16 Months
I set up Guideline for my company 401k in 2021. We stopped using the platform for contributions in 2024. I reached out to Guideline in 2025 noting we have gone a full year with paying monthly fees with no 401k contributions, we requested to close the account. For 16 months following that initial request, Guideline representatives have (1) sent us email steps that lead to no where e.g. log into your account and click on x, we cannot find x in our account (2) when we call, a real person tells us "no one is available so I left a note on your account for them to call you back, or you can call us back". 16 months of calls and emails and more calls and more emails to no avail and employees' 401ks are being held up in a dormant account that cannot be closed. This is the poorest customer service I have ever experienced.