ComplaintsforVirginia 529 / Able-now
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/12/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have been unable to get the Virginia 529 plan to disperse the money I have put in my account for over a decade for my sons college tuition. They keep telling me that they cannot complete my withdrawal until I upload my Drivers license and SSN to them. I have done this multiple times an I keep getting emails saying they have not received it and to send it again. No where in their website directions for withdrawals does it say I have to upload these documents but I did. I have spoken to their representative that keeps telling me to wait 2-6 days and then to wait more and nothing has happened. I am the account owner and it is very clear they have no intention on returning the money I have put into this account for my sons college tuition.Business response
01/12/2024
At present, the head of our *************************** is reaching out to the Complainant. I will update this file after they speak and the matter is resolved.Customer response
01/16/2024
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
Regards,
*********************Initial Complaint
01/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Over the past three months I have reached out to ABLEnow approximately ten times requesting to speak with a manager regarding my concerns I have with the quality of customer care. Specifically, when I've contacted ABLEnow to seek resolution for concerns I have with how they are handling my account, the customer service agents have told me they would call me back with more information, which they never do. My requests to speak with a manager have gone unanswered. Recently I ordered a debit card which was sent to someone else's address. They assured me that the card would be mailed to me. I'm requesting BBB step in and help address these concerns.Customer response
01/29/2024
This email is a response to ************************* and addresses complaint ID ********.
This complaint has been resolved. I was contacted by a manager at Virginia 529/ ********. They responded after receiving notice of the complaint from Better Business Bureau.
Thank you for your assistance with this complaint. It was indeed effective and helpful. I appreciate your time and attention towards this matter.
Sincerely,
***********************
Initial Complaint
05/12/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
The beneficiary name on my daughter's Virginia529 is incorrect. Somehow, Virginia529 has my wife (*******************************) listed as the college student instead of my daughter (***************************).I contacted Virginia529 and was instructed to submit a name change form with all the supporting signed documents. I have submitted the requested documentation THREE times. Each time the account is not corrected, and I receive an email requesting me to re-submit all the documents again.I have called Virginia529 customer service THREE times, and each time the representative says, "The paperwork looks good, and they would re-submit the request."Obviously, 529 has a customer service issue. No one can tell me what is wrong with the documents I have submitted (if there even is a problem). I work as a director for DHS and totally understand government broken processes and kick it over the cubical "it is not my job" mentality. The only way to make a person or organization do their job (or fix the problem) is to elevate the issue. Thus, I hope opening a Better Business Bureau case against Virginia529 will get someone's attention and fix this problem.Business response
05/12/2023
Hi, confirming receipt of the complaint. I am presently looking into the issue. Best Wishes, ********************* ************, ************************************Customer response
05/19/2023
Better Business Bureau:
VA529 has resolved the issue in reference to complaint ID ********.You can close this complaint.
Regards,
*************************Initial Complaint
08/31/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Ask ablenow to close account sent email with paperwork I did to ask to close account refuses to close asking bbb to step in and help please my account is at a **** balanceCustomer response
10/11/2022
[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
Better Business Bureau:
At this time, I have not been contacted by Virginia 529 / Able-now regarding complaint ID ********.
Regards,
*********************
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.