New York City Retirement Systems Review

totally non-responsive. asked for a simple verification of income letter for my 92 yr old Mom for Medicaid 2 months ago. getting the usual run around.

Helpful employees. Although cant answer to every question as an employee you may have.

My 95 year old dad passed in April from covid. Notified them of his death and put in beneficiary claim April 2020. They requested deathk certificate, I sent it immediately. Then month after month they would ask for additional documents in a letter threatening suspension of claim for not submitting all the documents. Todate I have not received the entitled funds. I am so disheartened. It is absolutely terrible.

The few times that I came here service always been good and quick.

Ever since covid, I cannot get help regarding my QDRO, which cannot be answered from customer service reps. Countless calls and details to be passed on to the right department went on deaf ears! These people supposed to be available to us during the covid, getting paid from home and are not fulfilling their obligations, leaving recently retirees with no avenue to resolve disputes. An investigation should be conducted and employees held accountable. I'm personally losing a lot of money each month.

Unfortunately it takes 25 or more minutes on the phone before you speak to anyone. I usually hang up after 30 minutes. Smh

The worst city office to deal with after the death of my husband. Gave them all the necessary paperwork showing that I am legally the executor of my husband's estate! Kept giving me the runaround and I am having the worst time getting my husband's pension check! Along with grieving for my spouse, I have to deal with these difficult people! My husband deserves his pension and is entitled to it! Terrible city agency causing unnecessary problems for a widow!

I have been contacting this office for over a month. I created an online account in May, which I can no longer access for whatever reason. The phone was capped for messages, so I couldn't leave one in June. I called three times today and left two messages. No callback yet. This is not the first crisis we encountered and it wont be the last. No excuse to treat people this way. Not happy.

It is very important to know that this company has enough field to show us online.

Rude employees and not informative. Had to go multiple times because of miscommunication!

By far the WORST customer service and staff I have ever experienced. It is actually quite concerning that such incapable individuals can be hired or perhaps the entire internal control needs a complete revamp from upper management. I ve made about 25 phone calls and have received 25 DIFFERENT responses and my issue is STILL not resolved and I haven t received my pension income in months. The disregard will cause me to potentially foreclose on my HOME!

After multiple trips related to my retirement I have found one NYC agency that really works well with a multiple of really nice, helpful people with knowledge. They are a good lot. Premises are well organized, modern, and the waits are reasonable. Security personnel are a good group as well.

Called 12 times in the last week about an urgent issm gave up after 30-45 minutes on hold each time. Finally got through to someone who was reasonable, but found out the online form submission system is not working and faxes apparently aren't working either? What the heck?

Since COVID-19 appeared on the scene this only worsened the attitudes of the customer service reps I've spoken with. They give out contradictory information consistently and when you ask for clarity, here comes the condescending attitude! You're on hold for well over 20 mins to speak to a human. My special thanks to the Mayor and the bosses of this agency for allowing this behavior to continue!! To all retirees this is what our years of hard work has come down to!! We're at the mercy of an "attitude".

Some of the staffs are not knowledgeable when it came to buy back information. On 7/17/2019 I called the staff was very rude!, I ask to speak to a supervisor. I never got the chance to speak to one. I paid back 4 years. I was told no money would be taken out my pay after the check received 5/30/2019.... I notice money was still taken of out my check. I called to ask question and the women very rude and stated they are taking 3 percent for concession and additional 1 percent?
I had to call back to speak to some one else I did not understand what was a CONCESSION fee??? I believe Amanda was the staff I spoke to who somewhat explained why the money was still being taken out. I request to speak to a supervisor once again. I left a message on voice mail.
I called back today 7/18/2019. I was able to speak to a supervisor very professional and explained all details concerning my issues.... Thank you SUPERVISOR. I give 5 stars to the SUPERVISOR , I spoke to today 7/18/2019 at 12:55 pm.

You are seen quickly and they always have the answers

My experience with NYCERS has been less than fair. I went there in July of 2016 to up date my service summary, and have been there on two other occasion Feb, April 2017 with no luck. I have called four times on this matter and get the same response you service is being updated. I am planning to retire in Aug 2017. I can't understand why this agency is half stepping and moving like pond water. Where can I turn for help on this....Here it is July 2017 and they still have messed up. If anyone has intention of retiring check with NYCERS at the minimum a year in advance.

If i can give nycer minis 50 will do .
Nycer holding my pension for over 14 month just getting paid half what i should .
Contact the mayor office 4 time along with NYCER executive director without any results .
My next step IG to report the failer to supervis then an atteroney for harrassment and intrest on my money .

Some Employees handle issues as if they are giving you $$$$ out of their own pockets.

There have been major improvements.
Service is good.

Very Through when you visit the office and informative.

I've called many times. I wait on the phone for over an hour, then it goes to voice mail. I have left my phone number with them six times, yet they never called me back.

Absolutely embarrassing how this agency treats city employees. Customer service is atrocious. I've called several times with the same buy back question and have yet to receive the correct response. The minute you get a representative they are trying to get you off the phone. If you are not happy with your job , find another one..

This is really horrible. Does anyone even work here? I have been calling all week long and have left over ten messages. No one has called back. I call and stay on hold up to 30 minutes.When it finally rings again after holding for so long, I think someone picks up the phone and puts you on hold, where you hear silence and eventually just forced to hang up. This is unbelievable and totally unacceptable. Customer service seems non existent here. Who is the director of this agency?

Security personnel very helpful but staff does not know what they are doing; Make you wait then give wrong information

This is one of the worse City Agency. Paper work take months to be finalized. My current bad experiene is Buyback. My payment to buy back was sent to them on May 7, 2020, today is May 28, 2020. I keep calling and no one can tell me where the check is, or at least tell me what to do. Payroll deduction will start. It look like they dont care.

Waited on hold for more than 20 minutes so decided to request a call back......still waiting....

Phone service is awful. Clueless at best. Worse is that they deal with pensioners and pretend it is not case. My mother, she has - what a surprise - hearing difficulty & after the eternal menu, if you dont respond on the double, they hang up and when they talk she can't hear. Then, they don't know diddly and HAVE to call back. Fine, but then they let it ring a couple of times and hang up. But to call back because the elderly are slow to answer "on the double"? FAT CHANCE - hasta la vista baby. You are welcome to try again (i can imagine the laughing) . "Superior service" as the long intro says? This seems more like Orwellian "doublespeak" - whereas superior actually means inferior. Weeks and even months to actually do something - uuuhhh the legal department is "looking " at it... "there is no reply yet". If this is "superior" service, what do they mean by standard service - 1930s Soviet Russia? Nycers is a appealing as self flagellation.

Long 20 wait for a human to answer phone. Then when I ask about my 1099 Box 5 amount deducted the agent had no clue. She tells me they'll contact me back in 3 days. I'm not holding my breath.

worst financial service ever !! can't get a right answer from anyone! it's five weeks trying to get my refund no end in sight!

I have had great experiences throughout my numerous visits. The staff here are very helpful and courteous throughout my visits. They are very knowledgeable about anything you need to know. Waiting time is also very brief. Kudos to the wonderful people who work there. Thanks for your service.

Horrible have to wait on the phone for 45 mins to speak with someone

My mother passed away in July, I am the beneficiary (son) and it has been 7 months and they keep giving me the runaround. My mother worked so hard as a city employee, and yet I get NO answer on when they will release the funds. Every time I call it reminds me of my mother and it upsets me. ALL I WANT IS SOMEONE TO DO THERE WORK.

Crazy the things you must do to collect what you worked hard for .

Great office and great staff, wasted no time to get my questions answered.

Been trying to get information, leave messages and no call back. Or even an e mail. Sick of this l want to retire and all l get is a recording and no feedback.

The many times I've called It has been a hit and miss with knowledge and lack of manners. The representatives taking the calls are rude and matter of fact. I hope the Call Quality Department hold their representatives accountable to their tone and responses throughout the call; and perhaps coach them on how to approach a member with respect.

I ve been trying to speak with a human representative for the past two months! They are very quick to take the money out of your check but expect to never speak with an real life agent. There s no option to leave a voicemail either. During COVID is when we mostly need to have our questions and concerns answered , specially to those new city employees like me !

Treated like a human and not a number. Hats off to the professional staff and thank you

Attempted to register with no success is very frustrating, checked email for temporary password, never received it.

Terrible experience with this office. If I didn't have to give a star at all in order to post I wouldn't have. Numerous phone calls each time we are told a different story. Then we get word from a Supervisor not once but twice with false information. There was not one employee who could handle the task knowledgeably and provide accurate information or cared about the numerous occasions their office provided false information. These are the employees that give civil servants a bad reputation. Quality control and customer service is not something this office concerns themselves with.

I try to log in on my account, it showing me that an email was sent to me but there is no email (Yes i checked spam few times). I called them, nobody answer the phone for 52 min. I called again they he hang up on me. I called again after 42 min I finally got connected. The lasy give me like attitude that i don't know how to use a computer, and finally she said she can't help me.... If you can stay away from them, worst experience ever!!!

Always treated well by all. The security guards are Godsend and direct you to where you need to go. They are navigators and much appreciated. The reps are equally professional and efficient.