TIAA Financial Services - Palo Alto, California

Karen Z.

I've upped their review since I last wrote:

Well I'm updating my review since the customer support team went out of the way to fix all the issues going on my my account. GaryS, a support representative contacted me and gave me his direct line to resolve the SSN issues, the beneficiary issues, the multiple accounts as well as my maiden name on the account. My entire interaction with Gary had been very prompt and he provided updates as soon as each fix was made.

I only wished things had worked well from the beginning.

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TIAA-CREF Scholarshare is the worst financial company to deal with in the 529 space. They took over the 529 California Savings Plan business from Fidelity in 2011. When they did so, no one notified you and not only that, they completely messed up my son's account.

First, they had the incorrect Social Security Numbers, then they somehow, mysteriously created two saving plans account instead of one. It has been almost a year since I have contacted the company to resolve this issues. I keep getting different messages on what is required to correct the issue. First I'm told over the phone they can't give out even the account number because the SSNs are incorrect (which were correct at Fidelity, so who's at fault here TIAA-CREF?)

Then I'm told to send in W-9 with a specialized forms of guarantees which are not generally available to consumers the way notaries are. When I call in and let them know I can't get the guarantee and am told I should be able to just sent in W-9 and scanned Social Security cards.

Weeks later I get some bureaucratic form letter from asking once again to fill out MORE forms to fix the issue along with this obscure guarantee which is not generally available to consumers. This is after signing the W-9s which are under federal perjury laws.

I feel as if they support organization is really terrible and NOT customer oriented. Since they have the de-facto monopoly over 529 plans in California, they don't seem to care if they messed up your kid's accounts; they just throw more and more paperwork and requirements at you to fix the problems they created.

Shame on them. They're really the worst consumer-facing financial services organization I've dealt with including retail banks. Now that's pretty bad considering the fact that most retail banks don't exactly have a good reputation and are mainly perceived as having a ton of opaque fees used to manipulate the consumer and rip them off of as much money as possible. TIAA-CREF/Scholarshare, you have succeeded in lowering the bar even more and you are sitting pretty with all the 529 California business. You don't have to lift a finger to fix anything. Congratulations.