Melanie sent a message to Roger Ferguson that said:
I am extremely frustrated. I faxed an application on May 2 to have my account rolled over to Schwab. When I called today to follow up, Jose Garcia said that everything was there and he was not sure why it did not get sent. Then he "checked with the back office" and came back to say that they did not receive the papers - really???? So now, he wants me to fax the form to the same generic fax number so that TIAA can lose my papers again. I have been waiting for over a half hour for a supervisor with a fax number to call me so that receipt can be confirmed. They wanted to call by "end of day" which further delays the processing of the paperwork YOUR company lost as I also do not have a fax machine so I have to go take the paper work AGAIN somewhere to be faxed. Is this what TIAA calls good customer service? I would appreciate any help you could provide that would resolve this issue ASAP as TIAA has been holding my money for about a month now when it should have been rolled over - and in this time my account already lost a few thousand dollars. Thank you, Melanie 732 995 1753
