Federal Retirement Thrift Investment Board - Washington, District of Columbia

Jack D.

UPDATE: TSP has an Enhanced Resolution Team and, after I asked my Congresswoman for help, my problem was sent to that Team. I looked online for several hours trying to find a way to contact them directly and finally gave up and referred it to my Representative in the House. TSP is not compatible with "user friendly," looking out for the customer, or accountability. We will see how long it takes the Enhanced Resolution Team to fix the problem.

TSP sent my money to a bad address. I got the check returned to TSP and asked TSP to reissue to a corrected rollover address. 2 months and counting since they got the check back. I am unable to find any effective help. Their Helpline has pleasant informative folks with no authority to help.

Damon G.

What a joke! I spent over 12 hrs talking to reps and sups and got nowhere. I was attempting a Roll-in to my TSP and the check was lost!?
Vanguard had to put a stop pay on the check after 90 days outstanding.
There are other issues too that I can’t go into right now.
Customer service is awful. There’s a prompt on their telephone that should leave me to rollovers/roll-ins but it’s not staffed.
If I could give 1/4 of a point I would. Waste of time

Alison K.

It is difficult enough to lose a loved one without the headache and stress that TSP has caused for our family. If you are saving with TSP, please make sure you AND your beneficiaries understand how they can access and/or move your funds easily through TSP's disorganized system before you pass away.

It took almost 6 months for the executor of our estate to get our accounts setup with TSP. Once they were setup, the disorganization of their communications has led to huge misunderstandings and mishaps with our inherited funds which have special tax implications. We each call every week and are promised we will get a phone call or email within 7 days to give us an update, and we've not once heard from them in 6+ weeks since opening our case.

Each representative seems to have a different understanding of what is going on or what we should do. They supposedly send our case to the elusive "Operations Department" that they have no number, email, or other communication tools for. I'm wondering if the department even exists. Their silence implies TSP has no compassion, especially considering our personal circumstances as beneficiaries. What an embarrassment to the practice of customer service, the functionality of our federal government, and the respect of people who have dedicated their careers to federal employment.

M H.

The people on the phone have been nice but the service is horrible due to the poor backend systems. The transition to the "new" system and associated apps has been pathetic at best. When you call, please insist a case is created by the TSP agent if there is an issue which needs resolved by the operations team....this is IMPORTANT......then ask for the actual CASE #. In my situation I have called at least 7 times since July and have been told that "Operations is working it". Well, today I was told there are ZERO tickets submitted on my behalf....until today. So, operations "has NOT been working anything for me". Very frustrating......

Lloyd C.

Recently retired.

I went online to make a partial withdrawal and submitted all the appropriate information. That was 4 weeks ago. I’ve called multiple times , was on hold for many hours and was lied to by TSP employees. I was told my withdraw was pending, processing, cancelled and unable to be accessed. That’s four different things. Four lies. I was told I could speak to a manger but there’s an average wait time of four hours. TSP HAS MY MONEY AND THEY WILL NOT GIVE IT TO ME.

Hannah D.

Dismal customer service experience. Wait three hours to even speak to a person and they can’t help you and then they transfer you and you wait another 3 hours and then you just give up. I have a job obviously that’s why I have tsp. Customer service line is only open during business hours I literally need to take several days off work in order to sit on hold for 8 hours to have a simple request addressed because you can’t really do much online. But your request really doesn’t get addressed because nobody knows the answer or how to help.

J

I CAN NOT SAY IN WORDS HOW BAD THIS FEDERAL GOVERNMENT OFFICE IS. SIMPLE THINGS THE CUSTOMER SERVICE PEOPLE SHOULD KNOW THEY do not. CONGRESS NEED TO SHUT THE CUSTOMER SERVICE FOLKS DOWN AND LET A NATIONAL KNOWN INVESMENT ORGANIZATION TAKE OVER CUSTOMER SERVICE. This organization is run by idiots. A person with no financial experience is in charge of close to a trillion dollar investment funds. They should be fired and the board of directors should be fired. Just some stupid leaders who laugh at all of us who invest with them. Yes, they laugh all the way to the bank with their overpriced salary.

J_N J.

Having been in TSP since the 1980s I now find the organization's business practices unacceptable. Delays are ridiculous. If it were not a quasi-government agency they would be broke by now. Lately, as a retiree I occasionally withdraw small sums from my account to be directly deposited to my checking account - which is on record in TSP. It takes DAYS to suddenly receive a call from them (and heaven forbid if you miss it - and they don't show up as TSP in caller ID either) to go through a lengthy verification process. This is unacceptable. I plan to move my money out, as this has happened now both times this year I made a withdrawal request. Meanwhile, the advice I have is do not do anything like this on line: CALL them and get it done with the operator involved up front; or you'll wait days and days - and/or risk missing their one-time call (no emails, no texts, asking you to call back, either).