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Yeah, at this point there is probably no point. From a moral perspective, if you would have made the exchange anyway, then the right thing to do would be to just pay the penalty.
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Unfortunately when you send in a form like that you are not just dealing with a company, but you are also dealing with a single individual.
Obviously I dont the details of the situation. But I would not be surprised at all if another person in that department had received the form and sent it through. I have had stuff like that happen before.
Just like you had one Vanguard rep say you could reinstate the SEPPs and another said you couldnt.... when dealing with customer service reps, WHICH service rep you are dealing with can make a HUGE difference.
That again is another reason to work with a trusted agent. While we might get pushback on issues, it is not nearly as much pushback as a client gets. It also takes the hassle off of you and puts it in the hands of a professional.
We also often deal with different departments when processing paperwork. Not that the internal service reps are the best and brightest, but they are a whole lot better than "external" Customer Service Reps that clients deal with when they call.
Also, an agent just has more leverage. If a company pisses an agent off it could mean the loss of many future accounts. If they piss a client off, its just one account. Agents also have uplines and B/Ds (back rooms) that can help to fix issues. And they have even more leverage than an agent, since they will have multiple agents contracted through them.
And the agent is liable for errors and ommissions.