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Thread: The new TSP website is an unmitigated disaster!

  1. #133

    Default Re: The new TSP website is an unmitigated disaster!

    Quote Originally Posted by Rcf3 View Post
    Speaking of never a dull moment, I am now being flooded by mailers from the TSP. Everything from changes I’ve made to my personal information to the June payment confirmation. Five or six so far. I know I selected email notifications for all of the above, and when I started getting the mailers I went into the account to confirm. Yep, email is selected. Nevertheless, the paper keeps on coming!

    Edit - I have decided to try again to get through on the Thrift line today. There is an announced 49 minute wait which seems like a real bargain compared the last week. Anyway, here is the really great part. While you are on hold the recording tells you if you want faster service to go into your account online. Well, the reason I’m holding is because the thing I want to accomplish online doesn’t work. Additionally, the recording also announces many of the wonderful new features of the new website, many of which do not work! You really can’t make this stuff up!
    Here is why calling the Thrift line right now is basically useless. These are the notes from my call today:

    1. Recording announces the hold will be 49 minutes.
    2. The call is answered 56 minutes later.
    3. I ask how I can accomplish a change in my installment payment amount
    4. I was placed on a “brief hold”
    5. 15 minutes later the rep reappears and says it can’t be done online.
    6. I tell the rep it is not one of the “known issues” on the website.
    7. She says, “Yes, but they know about it.
    8. So how can I get this done I ask.
    9. Rep says she will have to transfer me to “operations” so they can open a case. Note: last week I was told “withdrawals” does this.
    10. I ask if a record of the request is made, and the rep says it is only an internal record with no documentation for me.
    11. I ask the rep how I am contacted once the change is processed.
    12. The rep says they don’t reach out, you have to call in or wait until the next payment is issued to see if it changed.
    13. I ask if my wife needs to co-sign because her information didn’t transfer to the new site.
    14. The rep doesn’t know the answer to this but says I need to enter her information online.
    15. I tell the rep that the website will not allow this and refers me to “my agency”. I ask if that is OPM for retirees.
    16. The rep responds that “withdrawals” can handle this and offers to transfer me.
    17. I mention that last week I was transferred to withdrawals and the call dropped after a 25 minute hold
    18. She assures me someone will answer.
    19 She transfers me at 1:15 into the call.
    20. It is now 1:40 into the call and I’m still on hold. I’ll let you know if the pick up or if I give up!

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  3. Default Re: The new TSP website is an unmitigated disaster!

    I had a similar situation recently and gave up holding for the withdrawals division to answer after about 60 minutes. I also cannot get any documents to go through the website. It says it's successfully uploaded and then when I refresh it's not there. I still don't understand how a regulatory agency like the SEC isn't involved at this point? I can't imagine this isn't violating fiduciary responsibilities. A private company would get raked over the coals for this situation and assume would be cited, fined, if not sued by their investors.

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  5. #135

    Default Re: The new TSP website is an unmitigated disaster!

    Quote Originally Posted by retired34 View Post
    I had a similar situation recently and gave up holding for the withdrawals division to answer after about 60 minutes. I also cannot get any documents to go through the website. It says it's successfully uploaded and then when I refresh it's not there. I still don't understand how a regulatory agency like the SEC isn't involved at this point? I can't imagine this isn't violating fiduciary responsibilities. A private company would get raked over the coals for this situation and assume would be cited, fined, if not sued by their investors.
    After almost 3 hours of total hold time I got through to “withdraws”. The representative was actually a very helpful lady who unlike the other two representatives I have spoken to actually had a clue. She advised that the previous representative I had spoken to was incorrect. It is in fact withdrawals and not operations that handles changes in installment payments. Apparently, the request is processed telephonically through withdrawals and they submit it to operations for action. The withdraws representative also commented that my inability to enter my wife’s information through my personal page on the website seems to be another glitch in the system which she was going to report.

    Although I was told that every day new features come online for the new website, there is no timetable for when the installments features (start, stop, change, adjust federal withholding) will be available. For now all that must be done telephonically. Dial the TSP line and select 1, select 1 again, enter your personal information, then wait for the prompt for withdrawal. At present the hold time for withdrawals is over an hour.


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  7. #136

    Join Date
    Apr 2008
    Location
    Cleveland, Ohio
    Posts
    11,269

    Default Re: The new TSP website is an unmitigated disaster!

    I just got my 2nd quarter TSP statement in the mail today. Along with the statement was a flyer. I scanned it and have attached it. Hopefully everyone can read it. I had to mess with it so it would fit the parameters to upload it. What a joke.

    TSP Flyer.3.jpg
    May the force be with us.

  8.  
  9. Default Re: The new TSP website is an unmitigated disaster!

    Quote Originally Posted by nasa1974 View Post
    Did you do your IFT as a percentage or a dollar amount? Sorry I haven't really explored my account as I probably should. I'm 100% "S" and it showed 100% "S". I'm so far down the rabbit hole I have to stay "S" or I'm out a lot of money. So, I really haven't explored IFT's that much.

    I did it as a percentage....60G and 40C....then when I did get around to checking it a couple weeks later...it showed up as 84G and 16 C. Like I said, I have no idea how they got those numbers. I tried phoning again today and was on hold for an hour, it's exasperating. I guess I'm not losing that much, but it doesn't give a person much faith in the new system at this point.

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  11. #138

    Default Re: The new TSP website is an unmitigated disaster!

    It's as though the TSP purchased a new luxurious house for us so after negotiating several roadblocks, we move in, where we find cracked foundation, faulty electrical wiring, leaky plumbing pipes, toilets backing up, and oh, kitchen sink is missing. There is one repair guy trying to fix everything, but...

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  13. Default Re: The new TSP website is an unmitigated disaster!

    I got mine in the mail today.
    My translation of what TSP sent me: This is all of the money you have lost while we have been screwing up the website, and not allowing you to do IFTs.

    I still can't log in. And could potentially lose more money because of their incompetence.

    I think they mailed these out so they can see how many of them bounce back to them in the mail. So they can verify addresses. But that would be kind of smart....So I don't think they will do that.

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  15. #140

    Default Re: The new TSP website is an unmitigated disaster!

    Quote Originally Posted by ramen View Post
    It's as though the TSP purchased a new luxurious house for us so after negotiating several roadblocks, we move in, where we find cracked foundation, faulty electrical wiring, leaky plumbing pipes, toilets backing up, and oh, kitchen sink is missing. There is one repair guy trying to fix everything, but...
    The representative I spoke to yesterday told me that when they first started working with the new site they couldn’t access much. Everyday something new comes on line and they think progress is being made, but everyday they find a new glitch they have to report. The classic spinning your wheels scenario. All they can offer right now is that they “hope” everything will be sorted out soon. They are literally using the members as test subjects and hoping things go well. What is it that Mike Tyson said, “Everyone has a plan until they get punched in the mouth”.

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  17. #141

    Join Date
    Nov 2006
    Location
    Midland, TX
    Posts
    33

    Default Re: The new TSP website is an unmitigated disaster!

    I went to the website today to see if any problems had been fixed since the end of last month. For over a decade I have been keeping a spreadsheet that records each change in my account, including changes in share price (G fund) and payouts. The ONLY information available for my TSP account is the balance in dollars on June 1st. That's it. It doesn't tell me how many shares I have, or when the share price changed during the past months, or when monthly payouts were made... NOTHING! How any person with even a single brain cell could consider this new website to be anything but a total failure is beyond me. I believe this "upgrade to the system" must set a new record (low) standard for total bureaucratic incompetence. Our tax dollars at work!

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  19. #142

    Default Re: The new TSP website is an unmitigated disaster!

    All about funds

    why does it look like blackrock controlled TSP.gov is giving us the finger?
    "Our Constitution was made only for a Moral and Religious people. It is wholly inadequate to the goverment of any other." John Adams 10/11/1798

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  21. Default Re: The new TSP website is an unmitigated disaster!

    Quote Originally Posted by Rcf3 View Post
    After almost 3 hours of total hold time I got through to “withdraws”. The representative was actually a very helpful lady who unlike the other two representatives I have spoken to actually had a clue. She advised that the previous representative I had spoken to was incorrect. It is in fact withdrawals and not operations that handles changes in installment payments. Apparently, the request is processed telephonically through withdrawals and they submit it to operations for action. The withdraws representative also commented that my inability to enter my wife’s information through my personal page on the website seems to be another glitch in the system which she was going to report.

    Although I was told that every day new features come online for the new website, there is no timetable for when the installments features (start, stop, change, adjust federal withholding) will be available. For now all that must be done telephonically. Dial the TSP line and select 1, select 1 again, enter your personal information, then wait for the prompt for withdrawal. At present the hold time for withdrawals is over an hour.
    I just logged in and noticed that they added the withdrawal section for monthly payments.


    Sent from my iPad using Tapatalk

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  23. #144

    Default Re: The new TSP website is an unmitigated disaster!

    OMG Y'all, the TSP gave me back my interfund transfer capability (I think this weekend). I'm so happy!

    If you are in a real dire need to talk to an agent, but don't want to hold for hours, try my 'strategy'.
    I called FRTIB 202-942-1600 out of desperation and left a voicemail message briefly explaining my issues and my phone number. I believe they forwarded my voicemail directly to a TSP agent. Then I received a call from a very knowledgeable agent who told me he was responding to a voicemail I had left. (The only voice message I ever left was with FRTIB and I didn't think somebody would actually call me back.)


    Anyway, to make a long story short, I told him about the official TSP booklet, he issued a ticket for the fix and here I am celebrating.


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