Customer service has suffered since merger
Sharebuilder used to have great customer service, but it has declined substantially. Transactions require complex and arbitrary paperwork and processes, associates are not able to make business decisions or offer options, and associates blame you for issues you may have. "I'm sorry you didn't contact us earlier in the process". IE I'm sorry it's your fault/you don't know what to do. They will be condescending "Do you need help filling out your name on the form?" and will end chat sessions abruptly. There is no response to emails, and they frequently require you send them things via fax, yes, as of 2015 they are still faxing documents. Their online tools are great, but expect to end interactions with their staff frustrated and angry.
Svar fra ShareBuilder 401k
Hi there,
We're really sorry to hear about your experience. In 2019, ShareBuilder 401(k) became a privately owned company after separating from Capital One. Since then, we’ve made it our mission to deliver not just strong retirement solutions, but also the responsive and reliable service our customers deserve. We appreciate the feedback and hope you’ll give us another look.