Request for Help with tsp.gov Error

**RGP22407** · 08-21-2007, 03:26 PM

I previously reported this problem under another thread, but I wanted to start from scratch so that no one gets confused by the previous discussion. I apologize in advance for the long description.

PROBLEM:

The "Most Recent Transactions" part of the "Account Access" module in tsp.gov does not work for my friend. When she goes to the "Account Access" part of the tsp website all of the following but the "Most Recent Transactions" work:

Your Account Balance

Participant Statements

Contribution Allocations

Interfund Transfers

Loans

Withdrawals

Your TSP Address (for separated participants only)

Change Web Password

Most Recent Transactions

IRS Form 1099-R (only for participants who received a payment from their TSP accounts or who had a taxable distribution of their loan)

When I use the same laptop and enter the "Account Access" module using my TSP LOGON, ALL of the options work.

The only time we've gotten that option to work for her in the last three weeks, we got transactions dated in MAY 2007 [just a little out of date].

When she called TSP, she got the runaround. They told her it must be something the internet provider is doing [WRONG -- I got thru on the same PC] or she must have typed in her userid/password incorrectly [WRONG -- she got to the right screen and could do all of the other options].

The TSP help desk person told her she was the only one reporting the problem and that they would get back to her in a week.

REQUEST:

I would appreciate it if the next time you make an IFT, you don't exit the "Account Access" module, but return to the screen described above and try the "Most Recent Transactions" choice. If you get an error, then call the TSP at 1-TSP-YOU-FRST (1-877-968-3778). That way, if there is a problem, there will be more than one person reporting it and we may actually get it fixed.

Thanks,

Gary

**James48843** · 08-21-2007, 11:44 PM

A couple of questions for you.

First, what browser and version is being run?

Second, you said you could do it, but she could not. Is this when the same desktop is open, or did you log her off and you log on the he actual windows program (assuming it's windows? ) (Clarifying- are you both the same user in windows, you does she log off windows, and you log on windows as a different user?)

Thanks in advance.

(If you are using IE6.0.2 something, I would venture a guess here. I would guess that you are logging off windows, and she is logging on windows, and that her "tools, ineternet options, temproary internet files, settings, is not set to "automatically")

Jim

**RGP22407** · 08-22-2007, 10:50 AM

Thanks for the reply Jim.

I've had her try under my windows logon and we've also tried re-booting and logging on under her windows logon. We've tried IE7 and Firefox. I've cleared the cache and reset IE so that the website is refreshed every time she hits and we've tried "automatic". Nothing makes a difference.

She has tried several machines at work and she has tried at least two other machines that are at friends' homes. The result is the same -- that one option doesn't work for her.

What drives me crazy is that all of the options on the account access work EXCEPT for the "most recent transactions". If it were something wrong with the machine or with her logon, then she wouldn't even get to that screen or wouldn't be able to do an IFT or account balance from that screen. She does all the other transactions with no problem -- in the same session.

I suspect that the data in her TSP record is corrupted or that the database pointers for her record are somehow screwed up.

In any case, the TSP help desk person refused to open a trouble ticket and refused to let her talk with a supervisor because it's "her fault". She was told to write the Federal Retirement Thrift Investment Board if she didn't like that response.

I've already made the decision to move my money from the TSP to a commercial site and I hope she does too when she retires. I think we are getting what we pay for -- which is not very much.

Thanks for the help, but I think that there is nothing more to do except write the FRTIB.

Gary

**rokid** · 08-22-2007, 11:51 AM

Gary,

First, call your congressman.----Jim

**RGP22407** · 08-22-2007, 01:20 PM

Thanks for the advice.

She does intend to pursue this until it gets fixed, but she wants to follow the chain of command -- at least one up to the FRTIB.

I still think that she should remove all of her money (it's not a small amount) to a brokerage that cares about customer service because that is the only way they get to stay in business. The TSP system is mediocre because the Gov't "knows what we need better that we do". I don't need a nanny or a father-figure.

I think that there are other problems with the TSP system that most people don't see. We've seen the security screen that appears from time to time and prevents us from doing an IFT -- only to "magically" disappear when the help desk gets thousands of calls. I wonder if the "share count being wrong" thread was an error that "magically" got fixed? I wonder why the Account Access module doesn't work sometimes when all of us need to do an IFT by noon? I wonder why portions of the Account Access module are not available (or out of date) because the overnight/weekend updates are still running? They seem to have time to update the phone data though.

It's obvious that the contractor running TSP operations and the FRTIB consider us an inconvenience or they would take email trouble tickets where we could document the problems and get a written response. Oh, I forgot, an email would create an audit trail and Congress would be able to investigate them.

My opinion is also obvious, so I'll be one less TSP customer for the contractor to deal with. I hope there are many more who vote with their feet and leave.

Gary