Page 86 - DCAC February 2024 Files

County of San Mateo Deferred Compensation Program Participant Survey 2023

Q26 If yes, what was your purpose for contacting the customer care

center?

Answered: 72 Skipped: 684

# RESPONSES DATE
1 questions 12/21/2023 8:21 PM
2 I am planning to retire soon and needed information on my options. 12/20/2023 2:22 PM

3 Empower has a glitch on their website in the 'Change my Investments -> Trade Specific Funds' 12/20/2023 12:01 PM
area which causes the reallocation process to freeze and the trade not to go through (the blue
'continue' button after selecting a fund to transfer into. I had to call their 1-800 number to get a
broker to make the trade for me. The broker was very skilled and was able to make the trade
for me on his end, but this didn't have to happen if the website was better tested and
maintained.

4 add bank account 12/18/2023 2:37 PM
5 service credit questions 12/15/2023 2:32 PM
6 Was not sure how to invest the funds 12/15/2023 11:29 AM

7 more info and to set virtual 1 on 1 12/15/2023 11:25 AM
8 How's my money invested 12/15/2023 10:05 AM
9 asking if I could take out a short-term loan from the Deferred Comp balance 12/14/2023 10:36 PM

10 Retirement planning 12/14/2023 9:12 PM
11 To rebalance my account into different options 12/14/2023 9:05 PM
12 To access my account. 12/14/2023 7:08 PM

13 Do not remember 12/14/2023 6:55 PM
14 Gather more information 12/14/2023 6:50 PM
15 change stocks investment. 12/14/2023 6:41 PM
16 I was getting a divorce so I think I needed the cash balance of the plan but I don't remember. 12/14/2023 6:40 PM

17 Trying to talk to a representative with some individual questions and heard Dillon left. Referred 12/14/2023 6:22 PM
to an Officer of the Day. Found the SMC rep position being recruited on Indeed. I prefer to
have an ongoing relationship with someone like Patrick Washington that I worked with for over
a decade.
18 STATEMENT INFORMATION 12/14/2023 6:03 PM
19 I saw some duplicate charges and it was dismissed by customer service. They were supposed 12/14/2023 5:58 PM
to call me back to help resolve it, and they never did.
20 I tried to do a hardship withdraw for home repairs after my home flooded in January, but I was 12/14/2023 5:55 PM
unable to tap into my money.

21 To verify I'm on track to retire in 15 years. 12/14/2023 5:54 PM
22 Deferred comp 12/14/2023 5:51 PM
23 I wanted information on my balance and options of rolling it over to another plan. 12/14/2023 5:51 PM

24 To review my investment choices. 12/14/2023 5:40 PM
25 to find out at what age I can withdraw funds 12/14/2023 5:36 PM
26 Scheduling meetings. 12/14/2023 5:33 PM

44 / 58