GuidelineReviews of guideline.com

It is the first week in January 2026 and I, like I am sure many others are doing, signed in on 01/06 to change my IRS portfolio distribution %s. I keep being denied and after speaking with customer service I was informed there was a "glitch" in the system that tech was working on. It is going on 4 days for this this to be corrected - it is still not fixed, no one in customer service can tell me a timeline on repair. I can not make adjustments to MY money. Very disturbing and disappointing for this large a company.

These people stole my money Yes I'm sure they are super helpful for signing up and get you to give them your money. But upon trying to access my account they said they can't give me access nor my money as their verification steps include information only my ex has. I explained to them that I am divorced and not on speaking terms with my ex but I can provide my divorce decree that stated that I am granted benefits of my 401k. They said absolutely not. So if a legal document isn't satisfactory to get access to my money I think a lawsuit will be a better option. Stay away !!!

Horrible services. They have made nothing but mistakes and made what should've been a simple procedure stressful and dragged on for so long. Since I left my previous company, I needed to rollover my retirement plan. I first called to ask about some account figures, and they gave me the wrong numbers. I was only able to know this because the new company's institute pointed it out to me when I asked them to double check for me. Then, when they sent out the check, they didn't include my information in it, so the new institute was not able to match it to my account, so I had to contact Guideline again to reissue the check. They said they would notify me when the new check is issued so that I could file another rollover form without having it expired. They never did, and I missed the submission because the check arrived first. I don't know what training their services go through, but they clearly do not know what they're doing.

Guideline wouldn’t transfer my 401k funds to another account, because they claimed they couldn’t confirm my identity. They drug their feet confirming my identity until 3 days past the deadline when they moved my funds to another provider. I’ve now lost thousands in my 401k, because they couldn’t confirm my identity over weeks of me sending documents. Honestly, I think they have an incentive to not give you your money, as they take fees when they transfer you money to a third party provider. I would get far far away from this company. If they claim to not be able to identify their own clients from passports, W2s, and bank statements, how secure is your money really? Also, it’s cute shit they try to respond here and ask us to reach out to support. You mean you want me to waste more time with the same support people who are incompetent? Working with my attorneys on how to file a complaint here, and if small claims court is necessary. There are countless other reviews like mine with Guideline screwing people out of their retirement money. If they aren’t careful they will be in for a hell of a class action lawsuit. Edit: the bot that replied to me asked me to email support-after I specifically said in my initial review it’s a waste of time and I won’t be doing that. Too rich. They don’t even have people replying to these complaints, just a bot. Wow.

On June 3, 2025 I was told my plan was ending and would need to select a rollover option by July 3. On June 23, 2025 I requested they send the funds to my existing IRA and gave the required details. I received confirmation June 23, 2025 of a check being sent in 1-2 days. They sent my funds to a third party on July 11 rather than my requested destination. I received notice yesterday from the third party of extra fees and process required now. Today Guideline refused to do anything fix their error. This is fully representative of the service I have received from the start. Worst provider out of ~10 I have dealt with.

Consistently the worst customer experience I've ever had from a financial services provider. Guideline's customer service reps are generally unknowledgeable. Hold times are long. Worst of all, they create float off of customer contributions, taking a full 10 BUSINESS days to process contributions from a customer account. Since the money is wired on the first day, where does it go for the other 9? Oh yeah. To their accounts so they can create interest income or perhaps just artificially prop up their financials. It should be criminal. Additionally, despite asking for their help on this front every year we have had them for our company, they only offer limited retirement options. The delayed availability of employee contributions and loan repayments make me concerned that Guideline functions beyond accountability like a other schemes throughout history - delaying customer deposit processing for no apparent reason, an likely doing the same on customer withdrawals. Avoid this company at all costs.

I started the rollover to the guideline on 4/11. the check was sent to guideline on 4/15 and it was cashed out on 4/22 with photo of deposited check. 2month later, on july 8th, guideline still says no fund received and can not work on the rolloever, i have made so many calls to guideline and principle to figure out this rolloever. it is so frustrating. every representative told me a different thing. in the end, it is guideline's mistake. the rolloever was completed on may 1st while guideline kept sending me reminder of "no fund received"

I thought I loved this company, until today. I had taken a 401k loan out some time back. I separated from my employer sooner than expected, so the loan became due within a set time frame. I sent a check with the full loan payoff and they deposited it on the day it was due. I received a call 9 days later (today) telling me that my check hadn't come by the due date, so therefore I defaulted, and here are your options. I had a phone conversation with someone at Guideline, McKenzie. I made sure she was aware two checks had been sent inadvertently and was she sure she wasn't talking about the 2nd check. After a brief pause she said No and reitterated her earlier statement that they did not received my payment in time. There was discussion about postmark date and website info etc. In the end, I accepted the terrible news, albeit crushed and frustrated. All this to say, they actually deposited my check on the due date! I have the cleared check copy! Now, due to holiday hours, I'm unable to get ahold of anyone, and worrying about them sending me back my loan payment. Either this is a huge mistake, or they are knowingly committing fraud.