I've been waiting for a refund for way longer than I should be now. And each time I call them to check on it they are still apparently months behind from being able to actually process the request. At the rate they're going each time I check I'm not going to see a refund until sometime next year, and that's absolutely ridiculous. It's scary to think that such incompetence is in control of so many people's money.
Bunch of lazy state employees. Take your money quick but wont give it back.
I don t usually do postings, but this is highly important and could develop into devastating consequences for me. I am a retiree and have been on my husband s medical insurance, so I chose to use the deferred option at retirement. My husband became ill and after he exhausted FMLA and maximum leave time, his employer terminated him as of March 8, 2018, and notified us that our medical coverage would cease on March 31st. I contacted TRS on February 28th, told the representative
that I needed an application mailed immediately and that I am being treated for an unpredictable serious chronic illness and cannot afford to be without insurance. She was very nice, said she understood, explained the documents I would need to submit with the application, and assured me that she would have the application in the mail that week, and if I could get it completed and faxed back within 10 days, my TRS Care medical coverage would be effective April 1st....and then graciously said she hoped that I would get to feeling better. But.... here it is, April 23rd, nearly 8 weeks later, and NO APPLICATION has come in the mail. I have followed up with emails, called multiple times in March and this month, on hold so long, left messages which were not returned, but finally stayed on hold for over an hour today and got a young man. He apologized and assured me he would get it in the mail, himself, today. I asked if my initial contact request back in Feb. had been documented, & messages emails I had sent, and he kind of mumbled yes, some mix up, but he would get it out right away he told me (after I took down his name and his superior s name), which I wish I had done with the first attempt. This mix up is causing my benefits to not go into effect until June 1st, and that s IF I actually do receive the application as promised. I have lupus, and have been getting IV treatments, and under the care of nephrologist due to kidney involvement and need frequent MRIs, CT scans, etc. Due to this delay in obtaining the medical benefits promised to me through teacher retirement, I have had to cancel treatments, scans and appointments because I cannot afford them without insurance. Well, my health has deteriorated already since discontinuing my prescribed treatment plan, and I am currently basically bedridden, praying my body can hold up for another 37 days without the continuous lupus flareIm in causing serious and/or permanent damage to my body/organs. I just want to say that both phone reps were courteous and seemed attentive to my needs, but.....this means very little to me now, and has become DISINGENUOUS. To try to understand why my request had been apparently placed in the low priority, to do later , forgotten stack...I decided to check what the heck might be going on by searching their website and I noticed that they have posted some job openings for quality control personnel and in other areas that make me hopeful that the service we all get in the future may be getting better over time. For current quality control personnel......PLEASE hire more than one person to kick start the clean-up and get it done quickly and efficiently. The last thing TRS wants is to see an army of teachers/TRTA members, organize a march on the capital in Austin.........the idea is already getting bounced around at TRTA meetings all over Texas. Don t mess with Texas Teachers! No, really, I feel blessed to even have access to these services. Truly, TRS, all teachers, who currently have or who have had, the precious minds, hearts and souls of Texas children, YOUR children, in our loving care, work hard to earn our benefits. I simply feel that we all deserve to have high quality services that we, as teachers, were required to provide to Texas children and their families. We rely on our TRS organization to meet our needs courteously, respectfully, effectively, efficiently and with fidelity.
It's always a pleasure to deal with the top-notch professionals at TRS. After 30 years in Wall Street, I can rate the top public employee/school employee pension funds and honestly say that the best ones to invest with are (in no particular order): CalPERS; TIAA/CREF in NY; OregonPERS; and, TRS (Retirement System of Texas).
I filed to withdraw my funds Over 6 weeks ago and TRS is dragging their feet... it s one excuse after another... now they are saying come the 15th if their system isn t updated I will get a partial refund! Really! Come on...it isn t that hard!! You already are getting the penalty funds and the employer contribution....I forgot y all are too busy picking out outrageously expensive buildings to lease and finding ways to spend our money! Thanks for nothing!
12/7/2017- was able to get through. For refunds/rollovers they re backed up. Normally they don t take the full 90 days, but right now they are. My documents were received 30 days ago, pending 60 days. Hopefully it takes less! Oh well.
I have been calling at different hours throughout the day and have not been able to get through. Sometimes I get the automated line, but more often than not it s just say we have been receiving a high volume of calls, please try again soon or something like that. I understand high call volume but after two weeks of consistently trying? I finally emailed last week using the secure email format and am awaiting a response. :/
Edit: 12/05/2017
I got through to a counselor, who informed me they've received my paperwork pending another department that was gone for the day. :/
Have emailed internally, emailed the email provided below, and left a fb message. :(
Frustrated with TRS! I was put through so many loops for the refund and withdrawal process of MY OWN MONEY! They make you fill out all this paper work for your refund only to find out without a FOLLOW-UP, that I need to restart the refund process. Waited for two whole weeks, no notification or phone call to inform me that my own money was not approved. I NEVER had to deal with this once I leave a company. Other retirement agencies automatically discharge you after a year and send you, your retirement funds automatically. TRS or Texas education needs to be bought out by another retirement company ASAP!
Alicia answered call right away and was very helpful
Trying to inquire about retirement is like pulling teeth. If you don't ask all the questions you won't get the proper information. In fact you get conflicting information. It has taken them several weeks to mail out paperwork. Every time I call it has still not been mailed out and they just give excuses.
Terrible company to deal with. Employees are worthless and rude. It's impossible to get ahold of anyone. Automated phone system is programmed to hang up on customers if they are busy. Employees will make up lies and give you the run around to avoid helping you. Avoid dealing with this garbage company if you can. They are awful.
I am trying to get a hold of someone that could help with appealing. As I am writing this review I am still on hold going on an hour. The person that answered the phone in the "questions about healthcare coverage" only was knowledgeable in retirement. I asked if there was someone who could help me out as my situation didn't have to do with retirement. This is very frustrating. I am just trying to see if they could add my newborn to my insurance since I didn't add the baby to the insurance within 31 days. I only found out at the pediatricians office and I called aetna and after being on hold for about 20 minutes I was given a number to call and I called the number and left a message and didn't get a call back. I called again and they told me to send a letter of appeal to TRS. I just want to make sure I address it correctly and add the correct information to be able to add my baby to the insurance. There are many things that new parents have to fill out, this was one of them that I didn't know I just assumed the baby would be added. If there was a way to be able to submit the letter via e-mail or something a little more convenient since the year is now 2020. As I finish writing this review I have been on hold for a very long time. I also added a photo to show that I have been on hold for the hour and 12 minutes but it doesn't show up on the review.
UPDATE: I got into contact with someone that same day and sent my appeal via email to an e-mail address. I called last week to check on the status of my appeal and was told they take 30 days to reply and I can t wait that long I am not able to add my daughter to my insurance. I don t qualify for assistance and I have paid out of pocket for her Dr. appointments.
Separated 10-31. Sent refund request on 1-1-2020. About 3 weeks later I get a letter with the same form I had completed and another letter saying notary made error. Not specific to what was wrong. 2 days later, I went to my bank and had form completed again. I received the form for direct rollover and along with my banks help, completed the direct rollover form. A few days later, I get another letter from TRS saying notary did something wrong. I had already completed the rollover form. So I went back to bank and together we called TRS. They said to ignore the second letter. I was told that they have 90 days to get me rollover but they would expedite it. Been waiting. Finally called today (April 2nd). Was told it was approved in February and it's just been sitting around. The lady said I can expect the check in 14 days! I live 60 miles from Austin. I asked her, what if I had not called....no response. Now I have to wait 2 more weeks. I told her I don't have faith it what she is now telling me. Guess I'll just wait and see.
You can't get through on the phone. They do not even have the option of you leaving your name and number for a call back. They just tell you to try again later. Why don't they hire enough people to answer the phone? Is this part of how the republicans don't respect the teaching profession, that we can't even get questions answered about our retirement?
TRS screwed up my mom's insurance - she is in remission from cancer, by the way, and has tons to pay for with recovery. I sat with her as she filled out the paperwork to switch insurance IN THEIR OFFICE when she retired in February for a September switch. Low and behold, when September came, we were no longer covered because they didn't submit the paperwork. Oh, and they took $53,000 from us to buy back out of state services and are now saying we didn't pay it.
The WORST customer service ever. All I needed was one form from them so we could close on our house in another state. They refused to work with me. Wouldn't fax, scan, email, or send overnight. I even faxed them a hand-written note giving them permission to send this information to me, as they requested, but they still refused. They would only send it snail mail. But by the time the envelope got to me, THE FORM WASN'T EVEN IN THERE!! I had to call yet again to have them resend. Still never arrived. My husband was back in Texas for work and they wouldn't even let him pick it up. Now, out of urgency, I am forced to purchase a plane ticket, hop on an airplane, and fly halfway across the country to Austin just to pick up a piece of paper. None of this was necessary. If they would have just emailed me the form like I asked, all of this could have been avoided.
I'm glad I've read these comments so now I know we aren't the only ones they have done this to. We've been going back and forth with for 4 months now. They say they didn't receive any of our faxes but they never reached out to us to let us know we needed to resend paper work. Every person we talk to has something different to tell us. Are they organized? Are they a legitimate company? Has anyone actually been paid out their retirement money? I guess we will soon find out after we RESEND paperwork. Then add another 45 days for "PROCESSING" I recommend anyone thinking about using this company DONT it will save you a headache.
Update...I spoke to a customer service rep named Annette and when I told her about these reviews and that we are going through the same thing her response was "What reviews? We are not a restaurant." Are you kidding me? These are the type of people they hire? Wow no wonder nothing gets done.
UPDATE JANUARY 21 2020
So it's almost been a YEAR and we still have not gotten this completed. I still get the same responses from them. They have lost so many documents. I started mailing with confirmation and they still somehow misplaced it. What are these employees doing? I just want it done! Today!! Worst company.
UPDATE: They received our later last for on December 23 and was told they have up to 45 days to process the check. Today is January 30 and still nothing. I'm guessing they are going to take the full 45 days. These people do not do anything especially the person who was assigned to ours. This place is ridiculous. Teachers please research before investing into this company. It has been a year now since we mailed in our papers to start the process.
UPDATE February 6 2020
This company is a joke! New teachers please do research and ask for other options before investing your money into this company. Today has been 45 days since they started processing our paperwork. They say they have 45 days to have it done but they still have not done anything. It has also been a year now since we started mailing in our paperwork. I have never experienced such bad customer service as I do with TRS. This is absolutely ridiculous and unacceptable. Why do they still have a job?! Please do not use this company. I will also be filling a complaint with the better business bureau.
TRS has the worst employees EVER. After we had been on hold for hours and then finally someone gets on the line to speak to you, they lie to you, give you wrong information, hang up on you and are absolutely rude, and don't care. If these calls are monitored someone should review these calls and make a lot of necessary changes. We have worked hard for our money and these children, and then we get treated as if we are applying for food stamps or asking for something that belongs to them. THEY ARE JUST PITIFUL!
We have been waiting for over forty minutes to speak with an agency representative, we have one question
What a crock of inefficiencies and liars! My wife and I are cancelling my healthcare coverage due to the excessive cost of my coverage. We sent them a letter stating that and the lady in customer service I talked to assured me that I would get a letter from then in no less than 2 weeks stating that I would no longer be covered. That letter allows me to get Medigap insurance through AARP and we get to save $3,000 per year! I talked to some "supervisor jerk" today who told me there would be NO LETTER until after my coverage was cancelled. Good luck teachers. These guys are out to screw you or just don't care.
They are nice and friendly. But they sent me a wrong form which wasted my time.
It's so difficult to reach anyone. Never have had good customer service.
As of 12/3 I still have not gotten a refund I submitted on 10/6, I have called them and advise my husband is sick and can not work. I was let go from my school because I spent days in the hospital with him, even though I had state and sick time. No unemployment no government assistance. What am I supposed to do, they have my money and they refuse to let it go, if you don t have to invest in these people don t I m going to be on the street in a few days and nobody cares. They don t care about you, your family or your well being. Just invest somewhere else.
I first went to TRS 3 years before I retired. They were extremely helpful and guided me through the paperwork needed so I d be ready and not rushed as I neared retirement. They serve not only teachers and staff in our public schools but also staff and some faculty in higher education. In my opinion they are doing a great job! Thank you to the staff of TRS for all your hard work guiding us through the bureaucracy.
Like many people I find it appalling that most of the employees here have no regards to customer service. Waited hours on hold to be quoted information from the website. They did not even review my account until the end. I also plan on working for the State again after Grad school and would like another option for to invest my hard earned money.
All I want is for my refund to be fully Processed...the new system is kicking back files from all School districts..I call almost everyday to check for updates nothing .somethimes you get rude people .I feel like crying it s so frustrating... I really need my file completed... This is very stressful not knowing what s going on and when you will be able to get any real updates...
TRS is absolutely the most difficult organization to deal with. They do not return phone calls. They do not respond to letters. In desperation I drove to Austin to turn in the paperwork to start my husbands retirement benefit, he passed away while still employed/teaching. I wanted an appointment but was told I had to wait 5, yes folds FIVE months for an appointment, but I could come down as a "walk in". I drove to Austin, was able to see someone....and 6 weeks later the paperwork was still laying on someone's desk rather than processed. I finally received benefits, only one month later the benefits were directed to the account of the ex-wife. Unbelievable. Then, I signed up for health coverage. I had to pay the premiums until the retirement benefits started. I paid three months premiums, when they sent the first retirement benefit they withheld the same three months benefits. I have called, no return calls, I have written with proof of cancelled checks. nothing. nada. no refund of three months of double paid premiums. This is the most incompetent organization I have ever seen in my life!
I have asked for a copy of my 1099 R twice . The last time was about 10 days ago. I have never received it, nor have I gotten one in the past ll years that I have been retired. I jhave had to call for one every year I do not know if it makes a difference, but this space where I am typing this concern has my husband's name on top, he was not a teacher. I had to ask for an extension on filing for income tax because of the 1099 R needed.
I wish I could give this place 0 stars. They didn't send me the paperwork I needed in order to do a rollover because they got "return to sender" on their forms which makes no sense because I still lived in the same place. The process to do a rollover is very outdated and takes unnecessarily a long time. I'm looking at a couple of months before I have a secure transfer.
If you call the number exactly as listed in their contact section it will go to a spam center where you will hear "exciting offers" and about local singles.
Leave off the 1 in front of 800 and you may one day get to a TRS representative. Not soon. Maybe dial that other number back and go on a "free cruise" with your new "local single" to wait this one out.
I was put on hold for 3!!!!!, yes, 3 hours and finally spoke to a person who helped me NOT ONE BIT! I emailed them ten days ago to see if that might be a faster way to get a response, but as of today, I have NOT received a reply! Who is running our retirement system? Are they a bunch of disgruntled people who resent teachers because I've worked with non-teachers who were extremely resentful and caddy. There is no excuse for the sorry customer service that is supposed to be there for those of us who paid into our retirement many, many, many years.
I need to know about how to withdraw my retirement, work'd for DISD.
I ve been trying to call at different times throughout the day for a month. I receive that same we are unable to answer due to high call volume response everytime! How are we supposed to check on our accounts/money?? There was no delay in removing it from our paychecks.
Well Its not really a long wait until someone gets to you,I called TRS dis morning on the second call I got threw. And they gave me the info I needed to hear. About a week ago I sent my documents for my refund back and told me I'll have my money within the next month so excited!!
Perspective is everything. We, too, drove in from out of town for the 5.18.19 briefing, but from what I saw, the folks at TRS were expending excellent customer service to accommodate all individuals. Granted. There are always individual differences, but not only was there sufficient time to cover the forms, but also for Q&A. Not everyone were faculty & not everyone was K-12 & not everyone was prepared as others. Options were explained. At the end of the briefing, a further opportunity was given to meet one-to-one with a TRS representative to go over documents in consultation before submitting. If we had any reservations/hesitations, we were afforded an opportunity to either make an appointment or just take our documents home and digest all that had been dished out. I personally, found the experience informative, professional, and courteous with respect to diversity. I did wish that there had been small breaks in the presentation... I did not want to leave even for a minute lest I miss out on some salient point.
They ve given me false information numerous times that s caused me some financial stress and no one there seems to care or be even the least bit bothered by it. Of course why would they be? They aren t the ones having to wait for a processed refund, and quit a job they were told they d be able to keep upon starting law school, because it didn t pay into trs. Lots of red tape and run around, and very difficult to access. Sometimes it s hours to get through, sometimes they won t even accept your call. But as a matter of principle, they are always on time and efficient in taking our money from every paycheck. I plan on going back into education soon and if there is somewhere else I can initially set my money up to drawn into, if very much like to do so. Still waiting with now clue when my funds will be processed and I m certain no one there cares one bit.
It's like pulling teeth...a necessary evil you have to deal with. Just answer my questions...a little info each time just creates more questions. I sent letter and response was so off the wall - I don't think it was even in the same subject category??? Trying email now...shouldn't be this hard.
TRS has no understanding of the details of the retiree health and prescription insurance coverage. They have basic information, not enough to make intelligent financial decisions about paying $135 a month for health/prescription coverage, on top of the $135 a month already paid to Social Security. When there are problems with the medical insurance or the prescription insurance there is no one available at TRS to consult with or who will act as an advocate to help sort problems out. All around TRS has bad customer service for retirees and those who do work there have next to no knowledge of how the insurance plans work. We are on our own and it's a poor way to treat teachers who have given most of our lives to this profession which allows all TRS employees to have employment themselves.
Legally, a "public employee" of the state of Texas MUST give these people money every month for a retirement fund BUT THEY CAN'T EVEN ANSWER A PHONE CALL their phones have been off for over a month and there is absolutely no other way to get in contact with them.
UPDATE: how is it that someone can respond to my Google Review almost immediately but TRS can't answer a phone call or letter in a timely manner? I thank you for offering a solution for me to contact someone directly but I strongly urge TRS to question whether maintaining an online reputation is a higher priority than servicing the people whose money they hold.
Good to see I m not the only one getting the run around from them. Hate they re so backed up but there s gotta be a better way for them to communicate with folks. It s ridiculous.
Every time that I have called with a question, someone has returned my call and been very helpful.
The people giving glowing reviews must work for TRS!
If I could leave a review with zero stars, I would.
If I could give zero stars I would. This place is terrible! I moved out of state and my lender needed paperwork of my current balance and last years statement. The customer service agent stated that she could not send it to my new address because it was not in the system. What? You cannot let me provide you with my new permanent address so that a form my lender needs ASAP can be sent (so you will send them to a no longer valid address?)...not to mention that they do not send forms (which are your statements) to the email you provided. You cannot get them online because for the past several years it says opps pardon the dust...Then the rep made it sound like she was so sympathetic, like they know your situation). I told them I needed the form within the week, but it takes 5 business days to process a new address and then another three to send them to your updated address. I am so glad I am out of this pathetic retirement system that has done nothing to help!!!!!
After two years of abysmal service probably time to let others know this is the worst organization I've ever encountered. The lack of transparency is unethical if not criminal. Can't get my balance, can't figure out where my money is, can't access any information on line. I'm on hold right now; the automated system said 30 minutes, but that was 1.5 hours ago. Yes, on hold for 90 minutes just so I can request a balance, which they won't tell me, but will supposedly mail to me. Of course I did this two months ago and still haven't gotten anything in the mail.
This is yet another scam around here.
They forcefully take the money out of your income without your permission, but when the time comes, they don't pay back!
When I needed help in March, I was treated very respectful.
If you have even one cent invested in TRS-my advice is to remove it immediately.
I have been to my bank over five times trying to sort out TRS makeshift paperwork that is illegible, even to seasoned financial advisors.
They have zero customer service skills, are constantly seeking to rob you of YOUR hard earned cash, and provide a complicated and convoluted system to rollover your retirement.
What a disservice to Texas hardworking teachers.
Horrible service!!!!! I didn t receive a copy of my 1099-R so I called to find out what the issue was, no one had an answer. The lady explains that they have to mail a new one so I give her my new address (b/c I m displaced by Hurricane Harvey, she then tells me that I have to write them a letter stating I need my address changed and requesting my 1099-R. I very angrily obliged and send the note and STILL have yet to receive my documents. I called today and she says no changes were made but that they just put my letter in my file. Then WHAT was the point in writing it?!! Needless to say it s now going to take another 10 business days to get my documents.
Just got off the phone with TRS, I was surprised how fast my call was answered and the rep was very helpful and answered my questions quickly and professionally.
My husband has been calling TRS since November to check status of refund and has heared noting but lies from the TRS representatives. Representatives are very rude and unprofessional and unwilling to assist. Sending emails is just as bad as calling. Come on TRS the 60 day time frame has past and have been promised by several representatives his file is being worked on and still NOTHING!!
Very professional helpful people that are well versed in the Teachers retirement plan! Short wait, large staff. Very current on technology and can access any record to answer a question.
We had a wonderful visit to turn in my retirement packet. Everyone was efficient and very helpful and pleasant! I've also gotten good help when I've called.
For the past month I have been trying to get a hold of someone in regards to the status of my retirement check, and still have not been able to get through. I have emailed and still nothing, so frustrating when you know you have money that you cannot even get to. I wish they handled their job in a more professional way.
I have a very simple request-real person answers the phone then transfers to correct dept! All I needed was to update my acct-the wait time is ridiculous! I m not sure about the Medicare plan-what s the Advantage-she didn t know!! Everybody has a different answer for the same question!!
pcoulcouldn tanswer me i
TRS does little for teachers except to water down benefits and never advise of changes. Pretty sad.
The phone number is not even answered any longer! You cannot get a person on the phone at this place. They finally replied to my email and said they never received my paperwork. By looking at these reviews sounds like another way for them to hold on to the money that is owed to me. So frustrating for an agency we pay into to receive such poor and slow service!!!!
Attended the retirement meeting yesterday, 5-18-19, which was supposed to be from 9-11 AM. They began taking people to the two meeting rooms about 9:15 (about 40-50 people split into two groups). Once there we sat while they worked on assembling packets for people who did not have one with them. The meeting finally started at 9:47. They have ZERO respect for the customers time as many people drove 3-5 hours, stayed in hotels, etc to be there at 9. I can only hope the retirement process is better than this group but from reading the reviews I'm not too hopeful. TRS was completely unprepared and there are no excuses for that.
You invest in Blackstone
I will advise you that Blackstone are in the middle of destroying the Danish housing market by raising rent 3/400%
You are making money on other peoples suffering. Please reconsider your investment.
People are forced out of their homes so you can make money.
Regards The people of Denmark
Unfortunately I'm still online now waiting for someone to answer I was rd via evoice 38mins unfortunately ived been waiting 1hour 4mins 11secs.to be exact now.for 1 quick question that I really needed an answer is this really how long to wait for someone to answer calls.and when i said that the last time I call it takes 30 to 45 days to process and the lady now telling me 60days tm and now I was put on hold again.
Revised 01.25.2018 I ve called for two weeks (it s now going on two months) now and keep getting the same busy response and the email I sent has not been acknowledged either.
How are we supposed to be informed when no one is available to answer questions? It s a shame that these people are entrusted with our hard earned money.
I recently applied to withdraw my funds since I m no longer in the Education field, and I did all of my paperwork and had it notarized almost a month ago, I called a couple weeks to check the status, and the Guy was very nice and helpful and told me what they were waiting on, Then I called back today and they were busy so I left the message for a call back, and the lady called me back and updated me and was very nice of letting me know when I would receive my funds this month! Thank you for the Great Customer Service!
Well if email them bout 2 months ago n no response n if call them 3 times n no response, whats up with y'all people, i need ur help, pls contact me by my email
trs.texas.gov