Evelyn Z.
Kayla stayed with me confirming that…
Kayla stayed with me confirming that the docusign was received. I was not happy when I called because this docusign I finished over a week ago with the help of your staff person (a guy) because the docusign was not showing up properly on my computer. He assisted, I finished and submitted. Yet today because no rollover to my Roth Ira showed up in my account. Kayla tells me the docusign was never received. That is hard for me to believer since I had help filling in the boxes (SSN & BirthDate) that had no instructions for those boxes. He assisted me..but Kayla tells me it was not received. I was not a happy camper when I called because the $10,500 rollover amount never showed up in my account. I lost the perfect opportunity to add to my Crypto portfolio due to this untimely and frustrating delay. At my request....Kayla stayed with me as we went thru yet another docusign and I received verification from her that it was indeed received. Your systems need to be streamlined and be more efficienty than I have experienced multiple time in the past, this delay was not the first frustrating delay.
Response from ChoiceOct 13, 2025
Evelyn, we're sorry to hear that you had an unexpected delay on getting your rollover processed but we did not receive the email with the needed form in order to complete. As an IRA provider, we have stringent rules and regulations that we must follow in order to get account set up to code. We are very happy Kayla was able to help you get the form sent in and received and hopefully this past week gave you another opportunity to buy the dip! Please don't hesitate to reach out with any future questions you should have.