The new TSP website is an unmitigated disaster!

[Rcf3]

The good news is that I was able to sign on to the new TSP website without much hassle. That is where the good news ends. When I started to navigate the site I noted that there was quite a bit of information missing, and that finding important information is next to impossible.

Some of the issues I encountered:
1. No record that I am signed up for monthly disbursements.
2. No record of disbursement history.
3. No record of my spouse.
3. Three documents stating I have requested an address change (I have not)
4. No past statements.

I called the TSP line and after 75 minutes on hold the representative told me that TSP employees have not been trained on the new system yet so there is nothing she could do that I can’t do from the website. She was unable to confirm that I am signed up for disbursements, she could find no record of past disbursements, and she could not bring up any past statements. She also could not explain why there is no record of my wife in my account despite the fact that she had to sign a notarized document when I first signed up for disbursements.

In short, the representative was clueless. She told me that I would have to wait a few days to see if my monthly disbursement comes in, and that she would transfer me to “withdrawals” so I could ask them about my ongoing disbursements. After about twenty minutes on hold with the withdrawals department the system hung up on me.

Has any one else experienced this cluster f#@k? Have you been able to find records of your ongoing disbursements on the new site?

This is unbelievable. Leave it to the government to roll out a new website that doesn’t work and hand it to people that have not been trained to work with it!

 

[Seahawks13]

This is all true for me as well and they did not take the money out of my account nor did any get deposited. I have a bad feeling all that withdrawal info is gone and none of us will be getting any for a few months. This is beyond f-d up.

 

[Cactus]

This is all true for me as well and they did not take the money out of my account nor did any get deposited. I have a bad feeling all that withdrawal info is gone and none of us will be getting any for a few months. This is beyond f-d up.

Are you saying the money from our paychecks and matching contributions aren't being deposited? This is getting worse by the hour.

 

[Seahawks13]

Not sure about that I am talking our retirement monthly account withdrawals many of us live on

 

[Seahawks13]

Not sure but I am talking about retirees monthly withdrawals many of us live off of

 

[Rcf3]

This is all true for me as well and they did not take the money out of my account nor did any get deposited. I have a bad feeling all that withdrawal info is gone and none of us will be getting any for a few months. This is beyond f-d up.

According to what I have read all disbursements will now be made on the 15th of the month. This means that by COB today the money should go out. It usually takes a couple of days to hit my bank, but no one at TSP could even tell me if my installment payment information has transferred to the new system. Since there is no indication on the website one way or the other I will have to wait a few days before I know.

This is as bad as it gets.

 

[ramen]

The new TSP seriously messed up my account with their reckless conversion.

After my late husband passed on in 2012, the beloved previous TSP expeditiously set up a Beneficiary Participant account for me under my name and I've been holding and thoughtfully managing the account since then. It's a substantial part of my asset which I depend heavily for my future and my beneficiary's.

Fast forward to June 1, 2022. I was able to set up my new account and sign in without any problem. However, I discovered the following. 2 main ones.

Grave problem- My Beneficiary Participant account type got converted as "Civilian". This is a scary problem for many reasons. I have never worked for Federal govt.
Serious problem- I cannot make interfund transfers. "The information that usually appears here is currently unavilable" appears when I try to make one.

On June 10, I waited 2 hours to talk to a Thriftline agent who did not know what to do so got transferred to her supervisor. Waited one hour and I had to hang up from fatigue.
June 13, waited 1 hour, hung up.
Today June 14, holding for 1 hour 30 min, still holding. Wrote this post while holding.

 

[Rcf3]

The new TSP seriously messed up my account with their reckless conversion.

After my late husband passed on in 2012, the beloved previous TSP expeditiously set up a Beneficiary Participant account for me under my name and I've been holding and thoughtfully managing the account since then. It's a substantial part of my asset which I depend heavily for my future and my beneficiary's.

Fast forward to June 1, 2022. I was able to set up my new account and sign in without any problem. However, I discovered the following. 2 main ones.

Grave problem- My Beneficiary Participant account type got converted as "Civilian". This is a scary problem for many reasons. I have never worked for Federal govt.
Serious problem- I cannot make interfund transfers. "The information that usually appears here is currently unavilable" appears when I try to make one.

On June 10, I waited 2 hours to talk to a Thriftline agent who did not know what to do so got transferred to her supervisor. Waited one hour and I had to hang up from fatigue.
June 13, waited 1 hour, hung up.
Today June 14, holding for 1 hour 30 min, still holding. Wrote this post while holding.

By the wait times to speak to a live person on the TSP line it appears there are tens of thousands of people negatively affected by this new website rollout. The sad part is that when you finally get through you are speaking to someone who is not trained in the new system and cannot help you.

Someone needs to be held accountable for this monumental stupidity. They rolled out a glitchy site that screwed everyone over, and they negligently did so before training their personnel so they can be a of actual assistance with the onslaught of telephone calls that are the inevitable result. The fact that the representative could not even tell me if and when my next disbursement will be made indicates how fundamentally flawed the new system is. This is simply unacceptable.

 

[blindspeed]

7 pm eastern, 6/15/22. the difference between my home page account balance and the withdrawal page available balance was within three dollars of my monthly installment. So it looks like they have removed it.....let's see how long it takes to get to my bank

 

[ramen]

The good news is that I was able to sign on to the new TSP website without much hassle. That is where the good news ends. When I started to navigate the site I noted that there was quite a bit of information missing, and that finding important information is next to impossible.

Some of the issues I encountered:
1. No record that I am signed up for monthly disbursements.
2. No record of disbursement history.
3. No record of my spouse.
3. Three documents stating I have requested an address change (I have not)
4. No past statements.

I called the TSP line and after 75 minutes on hold the representative told me that TSP employees have not been trained on the new system yet so there is nothing she could do that I can’t do from the website. She was unable to confirm that I am signed up for disbursements, she could find no record of past disbursements, and she could not bring up any past statements. She also could not explain why there is no record of my wife in my account despite the fact that she had to sign a notarized document when I first signed up for disbursements.

In short, the representative was clueless. She told me that I would have to wait a few days to see if my monthly disbursement comes in, and that she would transfer me to “withdrawals” so I could ask them about my ongoing disbursements. After about twenty minutes on hold with the withdrawals department the system hung up on me.

Has any one else experienced this cluster f#@k? Have you been able to find records of your ongoing disbursements on the new site?

This is unbelievable. Leave it to the government to roll out a new website that doesn’t work and hand it to people that have not been trained to work with it!

I wonder if the new system will be able to generate 1099Rs correctly for this year. They will need to combine the old and new data. I do not have confidence. Next January will be nervous time.

 

[Valkyrie]

I get this if i try to do anything with MY MONEY.

"The information that usually appears here is currently unavailable" appears when I try to do anything.

 

[James48843]

According to what I have read all disbursements will now be made on the 15th of the month. This means that by COB today the money should go out. It usually takes a couple of days to hit my bank, but no one at TSP could even tell me if my installment payment information has transferred to the new system. Since there is no indication on the website one way or the other I will have to wait a few days before I know.

This is as bad as it gets.

It gets worse.

It’s now telling me that I can’t even request an additional one-time partial withdrawl - ( which I wanted to do today because of their failure to pay my monthly scheduled payment) because I HAVE TO WAIT 30 days since I took an emergency partial two weeks ago to fix my roof.

This means - NO access to my money for 30 days. NO scheduled monthly payment. Hair my monthly income MISSING and I’ve got bills to pay.



Can we call the Securities and Exchange Commission? My Congressman?

How about a lawyer? Can we do a lawsuit? Anybody else want to join me?


Sent from my iPhone using TSP Talk Forums

 

[Rcf3]

7 pm eastern, 6/15/22. the difference between my home page account balance and the withdrawal page available balance was within three dollars of my monthly installment. So it looks like they have removed it.....let's see how long it takes to get to my bank

I received an email this morning stating that my monthly payment had been issued. There is nothing in my bank yet, but I checked the TSP website and it now shows one payment on 6/15 for the correct amount. It looks like the money is on the way to my bank.

This begs the question, how is it possible that the TSP representative I spoke to was so unfamiliar with the new system that she did not know how the most basic, and arguably most important feature of the new system works? I am astonished that the TSP did not train its employees before this rollout.

 

[Valkyrie]

I received an email this morning stating that my monthly payment had been issued. There is nothing in my bank yet, but I checked the TSP website and it now shows one payment on 6/15 for the correct amount. It looks like the money is on the way to my bank.

This begs the question, how is it possible that the TSP representative I spoke to was so unfamiliar with the new system that she did not know how the most basic, and arguably most important feature of the new system works? I am astonished that the TSP did not train its employees before this rollout.

yep received my email today
Your payment from the Thrift Savings Plan completed as of June 15, 2022.
Your monies will be issued on June 21, 2022. Allow for standard mailing time for any portion of your payment that is scheduled to be mailed. Allow 1-2 business days for any portion that will be direct deposited into your account.
You can see the details of your payment on tsp.gov.

problem is I cannot see details on my account and I want to increase the payment amount to yrs end, which site will not allow me to do.

 

[Rcf3]

yep received my email today
Your payment from the Thrift Savings Plan completed as of June 15, 2022.
Your monies will be issued on June 21, 2022. Allow for standard mailing time for any portion of your payment that is scheduled to be mailed. Allow 1-2 business days for any portion that will be direct deposited into your account.
You can see the details of your payment on tsp.gov.

problem is I cannot see details on my account and I want to increase the payment amount to yrs end, which site will not allow me to do.

I may want to tweak my payments too. The new website is less than intuitive and as we know the TSP line employees have yet to be trained on it. Add to that the fact that it takes hours to get through to them right now. We are on our own. Let me know if you figure out how the payment edit works.

Having said that, the last time I tried something like this was on the old site after I had submitted my initial application for monthly disbursements. Apparently, I inadvertently reopened my application which negated it. I had to start all over, to include a newly notarized form. Since then I am very careful with the TSP website because it can jump up and bite you!

 

[jonfresno]

I was able to do an IFT this morning without a problem, mainly just figuring out the navigation of the new site.

Not sure if anyone talked about this yet, so my apologies, but if you have an outstanding loan, you can now do a direct transfer from your bank account to make additional payments or to pay it off. You don't have to mail in a check unless you want to.

 

[Rcf3]

yep received my email today
Your payment from the Thrift Savings Plan completed as of June 15, 2022.
Your monies will be issued on June 21, 2022. Allow for standard mailing time for any portion of your payment that is scheduled to be mailed. Allow 1-2 business days for any portion that will be direct deposited into your account.
You can see the details of your payment on tsp.gov.

problem is I cannot see details on my account and I want to increase the payment amount to yrs end, which site will not allow me to do.

This may help. I found this by accessing the TSP website chat assistant known as AVA. It seems that you need to call the TSP line to make any changes in your payments. I hope this is just temporary because if it isn’t it is a step backwards.

“If you need to stop, change cancel, stop or make changes to your withholding or payment destination, you must call the ThriftLine.”

 

[Delgany]

It gets worse.

It’s now telling me that I can’t even request an additional one-time partial withdrawl - ( which I wanted to do today because of their failure to pay my monthly scheduled payment) because I HAVE TO WAIT 30 days since I took an emergency partial two weeks ago to fix my roof.

This means - NO access to my money for 30 days. NO scheduled monthly payment. Hair my monthly income MISSING and I’ve got bills to pay.

View attachment 54701

Can we call the Securities and Exchange Commission? My Congressman?

How about a lawyer? Can we do a lawsuit? Anybody else want to join me?


Sent from my iPhone using TSP Talk Forums

I sent a letter to the FRTIB Board yesterday with copies to both my Senators, along with a request that the Senators speak with the Board and ask them how they plan to mitigate the disaster that is the new website. I suggest others do the same. There are lots of comments on an article on the FedSmith site, but GovExec.com pretty much whitewashed the entire issue. So I suggest telling the Board and Senators, clearly and politely, exactly what you have experienced. And BTW, don't blame the current administration - Biden's FRTIB Board nominees are just now concluding the confirmation process. The Board has been pretty apolitical, as far as I have been able to tell. I have been happy with their management up to now, but this contractor is a pretty big screw-up.

 

[blindspeed]

ThiftLine Service Center
Phone:
1-877-968-3778 (United States, toll-free)
+ 1-404-233-4400 (Outside the United States, not toll-free)
7 a.m. – 9 p.m. eastern time, Monday through Friday
Fax:
1-276-926-8948
Mail:
ThriftLine Service Center
C/O Broadridge Processing
PO Box 1600
Newark, NJ 07101-1600 <<<<<THRIFTLINE OPTIONS AT LISTED AT BEGINNING OF BOOKLET

Making Changes to Your Installments
After your installments are set up, you can make changes to them at any time by using one of the
ThriftLine options listed at the beginning of this booklet.
You can make the following changes whether you’re receiving installments of a fixed dollar amount or
based on life expectancy:
• stop installments
• change the source of installments (traditional, Roth, or both)
• start, stop, or change direct deposit of your installments
• change your federal tax withholding
The following changes can only be made if your installments are of a fixed dollar amount:
• change the dollar amount of your payments
• change the frequency of your payments
• start rolling over traditional money (not Roth) from your installments to an IRA or eligible employer
plan (only if installments are expected to last less than 10 years)
• change or stop rollovers (if currently doing rollovers)


HAVING TO CALL THE THRIFTLINE TO MAKE CHANGES TO YOUR INSTALLMENT PAYMENT IS NOT SOME GLITCH ........IT'S A FEATURE!

and I am not happy either!

 

[Mitchhyman]

I really doubt that the installment payment booklet reflects the TSP’s plan to only permit setting up and changing installment payments by phone or paper mail. That would not make any sense as it would require a significant expansion of employees to work on installments. The current installment payment program was set up a few years ago through the website and I am 100 percent certain that the intent is to continue a website based program. But the TSP is doing a terrible job of providing basic information on when installment payment options will be available on the new website. Gross mismanagement in my opinion. In the meantime they need to set up a special hotline just for installment payment issues until the website is fixed. I waited on the telephone for three hours last week to see if I could cancel my withdrawals and could not get through to anyone who could help me.