Consumer complaint received 2017-05-18
Company: STATE STREET BANK AND TRUST COMPANY
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Wrong amount charged or received

Complaint:
Ste p 1 : W hat is this complaint about? My  XXXX  retirement funds were distributed to the wrong account instead of my  XXXX  IRA, causing the deduction of {$29000.00} early withdraw fees and taxes out of {$130000.00}.   Step  2 : What type of problem are you having? When I noticed t he mistake On  XXXX   XXXX ,  2017, I con tact ed State Street  retiree services req uesting t o fix the mistake without a positive answer up until now  XXXX   XXXX ,  2017.    Ste p 3  : What happened? In the beginning of  XXXX , I receive a letter telling me that I needed to contact them and make a choice about my retirement fund. I called them back approximately on  XXXX / XXXX /   2017, an d I asked them if I could make a {$10000.00} early withdraw since I 'm  XXXX  and could use only that amount of money, and I didnt know what could I do with the whole amount at the time. So they told me the only choices were to leave all the money there or get all the money transferred to another account. Since I only had a checking account I requested the funds to be transferred to it. Please take into consideration that in the beginning of each call, they warn you that the calls are recorded for customer service purposes.   On  XXXX   XXXX ,    2017,  I received paperwork that I needed to sign along with my wife and they asked to validate it with a public notary and return it before  XXXX   XXXX ,    2017.    On  XXXX   XXXX  , 2017, I op ened an IRA account to have the whole amount rolled over and trying to avoid fees and taxes until I turn  XXXX  and a half ( Im  XXXX  right now ). On the same date I called  State Stree  t Retiree Services to tell them the number and they told me to call them back and request it after I sign the   paperwork.   On  XXXX   XXXX  , 2017, We s igned the paperwork with a public notary and faxed it to the fax number included in the letter.   On  XXXX   XXXX ,  2017, I c alled them and asked them to roll over the whole amount to my  XXXX  IRA account giving the account number and address where to send the check. The person that I spoke to, said that everything was fine and they were going to roll over the money to my IRA account. But the signed papers werent in the system yet and I needed to call later to confirm the receipt.   On  XXXX   XXXX  , 2017, I called ag ain for the paperwork receipt confirmation and they told me that it still didnt show up but everything was ready to have my retirement money rolled over to my  XXXX  IRA account.   On  XXXX   XXXX ,    2017, once  more I called and They told me that the paperwork was in the system and the money was going to be rolled over to my IRA account and that all I had to do was wait until  XXXX   XXXX  , 2017.    On Saturday,  XXXX   XXXX ,  2017, I  received from chase bank a checking account deposit alert for the amount {$100000.00}.   On Monday,  XXXX   XXXX ,  2017, I  called  State   Street Retiree Services I  told them about the mistake. They said I needed to wait until Friday,  XXXX   XXXX  or called my bank to have the money rejected. When I called my bank they told me that it was the party that deposited the money that had to contact them and request the money to be returned.   On  XXXX   XXXX ,    2017,  I called  State St  reet Retiree Services to tell  them what the bank said. I spoke to  XXXX  and she apologized for the mistake and told me they were going to try to retrieve the money, but if it was not possible I just had to take the money and accept the fees and taxes. I told her that I sure hope that would retrieve the money and roll it into my IRA account.   On  XXXX   XXXX ,  2017, I  called once more and asked to speak to a supervisor.  XXXX  answer the phone and I proceeded to tell him the problem and chronological time of the events. When I asked him if he was aware of the gross mistake, he answered me this is not  XXXX  and continue to tell me that he had No drawer full of money to resolve the problem right away and that it was going to take up to a month. Frustrated by his rudeness I decided to wait.   On  XXXX   XXXX ,  2017, I c hecked my bank statement and it showed that the money was withdrawn.   On  XXXX   XXXX ,    2017, I c alled them again for an update and they told me that the only person that could handle my account was  XXXX  and he was not present at the moment.   On  XXXX   XXXX  I received a check in the mail for the amount of {$100000.00} which I plan on returning after they give me instruction in where to send it. All I want is my retirement saving to be rolled over to  My  IRA, nothing else.     Step  4 :  What company is this complaintabout?    State   Street Retiree Services   XXXX   XXXX   XXXX   XXXX , FL  XXXX  In behalf of  XXXX   XXXX   XXXX   Step 5  : Who are the people involved?  XXXX  and  XXXX , the policy doesnt allow them to give the last name. Phone  XXXX

Company response to consumer: Closed with explanation