TSP participants experience login delays

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TSP participants experience login delays after online system update


By Drew Friedman@dfriedmanWFED
June 6, 2022 6:15 pm
3 min read


Some Thrift Savings Plan participants are experiencing major service delays when trying to access their retirement accounts.

The new version of My Account, launched on June 1, requires all participants to set up a new login. As a result, the Federal Retirement Thrift Investment Board, the agency in charge of the TSP, received an influx of customer service calls over the past several days.

After the board rolled out a mobile app and a new online interface, several readers reached out to Federal News Network to share their firsthand experiences and express frustrations.

“No one has account access. No phones are or emails answered. FRTIB no longer responds,” one participant wrote in an email.

“I have been unsuccessful at logging into my account for the past five days. Using the TSP website and their login instructions I have attempted to set up my new TSP credentials at least seven times,” another participant wrote to Federal News Network. “On two separate days I attempted to contact TSP on their customer service phone number … I was on hold for six hours.”

The board acknowledged the delays, saying a higher volume of participants calling was expected.

“We have seen record-breaking call volumes, leading to increased hold times. We received more than 120,000 phone calls on June 1 – two-point-five times more than our previous high call volume,” FRTIB Director of External Affairs Kim Weaver wrote in an email to Federal News Network.

Read more: https://federalnewsnetwork.com/tsp/...ence-login-delays-after-online-system-update/


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