MissionSquare Retirement

This app and its website are the worst investment applications. Ever since they made changes to the entire site it has been one rabbit hole after another. Nothing on this site is user friendly nor do they allow you to make changes without having to call them. Nothing on their platform works. No rate of return no changes or deletion of contributions no emails confirmations and everything is all over the place. They are quick to take your money and charge you for their service but make the app and website or archaic and confusing. You would think someone with some customer service background would be able to develop something that actually benefits and supports customers. Not to mention they apply your contributions to the wrong tax year even after you selected the one you wanted. I’m seriously going to think about changing companies bc they lack in many areas and I’m not paying them for subpar service.

Once I finally make it into the app, it’s great! And I would love to be able to view my balance more often, however the app never “remembers” me even though I am constantly turning on the biometrics login and saving my password. The amount of times I have had to go in and change a perfectly good password because it doesn’t remember is crazy! I don’t know if it’s a bug or just me, but I feel like I always have problems logging in.

I had been with ICMA for a few years through a former employer. That employer switched away from ICMA due to some difficulty with the service, which was fine with me, as I had experienced some of those difficulties. I subsequently changed employees, and was disappointed to see that ICMA was the company handling the 457 plan. But it had been a few years, so I was hopeful that ICMA had been able to up their game. No such luck. Here are the major issues I am seeing with the app:1. When you turn on the app, you are not immediately logged in. Logging in is a three step process, each process taking several seconds (think 15-20 seconds per step). 2. The login process actually times out from time to time, and that is when it’s connected to my WiFi. Cellular is not an option for this app in my area (the capital city of Olympia).3. The account aggregation tool often has difficulty updating linked account balances. I often get an error message telling me that ICMA is having a particular problem with my main retirement, and cannot update; they can “typically update within 24 hours”.On the bright side, the customer service people are super friendly. I believe these types of things are a result of systemic management issues within the company, and not the fault of individual employees. This company has always had difficulty communicating financial information, and they always will. I imagine my new employer will take a similar path as my former employer did for that reason.