In my opinion, Awful customer service — couldn’t transfer my money for over 1 month
February 28, 2024
In my opinion, Awful customer service — couldn’t transfer my money for over 1 month
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Guideline
They are my previous company’s 401K benefits provider
Pros
- Good online platform
Cons
- Customer service
Do you think Guideline delivers good value for the price?
Not sure
Are you happy with Guideline's feature set?
No
Did Guideline live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Guideline go as expected?
I wasn't involved with the implementation phase
Would you buy Guideline again?
No
Guideline Feature Ratings
Guideline Support
Pros | Cons |
---|---|
Quick Initial Response | Slow Resolution Poor followup Less knowledgeable Not kept informed Escalation required Difficult to get immediate help Need to explain problems multiple times Support doesn't seem to care |
Yes - They needed my job end date and I gave it to them (confirmed with my HR) and they said it was incorrect. This disallowed me for getting access to my account for one of my many customer service calls. Frustrating that I didn’t have access because of their incorrect info.
In my opinion, the first conversation seemed promising. Their response time was quick and the guy made it seem simple, but since then nothing has happened and, in my experience, it’s been difficult to get my money after a month of trying with 4 different support agents (including an escalation).
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