Guideline Reviews 352

staff is not helpful. great tech but everyone is asleep at the wheel.

I was confused about how a non employee co-owner needed to be listed or reported in my company roster and was having trouble on the technical side. I thought it was going to be a complicated process but the guideline agent walked me through a troubleshoot and we got it sorted out in just a few minutes

I would say my experience with the events that have transpired is a 1/5 but working with Vanessa has been a 6/5. We had such unfortunate issues that are still persisting and earlier reps (AJ) were not a good experience for us. We ultimately ended up with Vanessa and were able to start clearing everything out and it’s due to her positive attitude and professionalism that we finally felt like we had an ally at Accrue. Working with her allowed me personally to have faith again in Guideline. We’re not in the clear yet but we were making ourselves ready to leave Guideline due to our experience.

Very quick at getting an answer for my question.

Jessica was professional and patient while she walked me thru what I needed to do. I was so grateful for her assistance. Im a CS Mgr, and I'm impressed by how she handled things. Great job! 5 stars to you! Thank you.

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.

Prompt return call; Knowledgeable and patient with my questions.

The representative was very knowledgeable and assisted me in receiving my funds.

Agents are easy to talk to and easily understandable. They are knowledgeable about bank process and you can trust you're getting the correct answer when placing an inquiry.

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 !!!

Good support person.

Addie the agent, was so kind, so courteous, and so vert helpful. She is a wonderful representative for your company

Vionna was beyond helpful. The online attempt to w/draw was extremely difficult, even w/ the help section. I’d suggest a survey w/ your phone reps about questions asked.
Vionna saved the day!

Good but had I known there was no way to ask for taxes to be taken from my 401k instead of my distribution I would have requested more because now I do not have enough to pay off my loan.

I don't understand most of the whole 401(k) system, but the representative I spoke with made the call productive, fun, and enjoyable.

Wow, if life were only like this all the time...

The on boarding team member, Elise,that I dealt with this afternoon trying to set up my account was thorough, competent, professional, and friendly.

Anthony was very helpful , friendly and knowledgeable and transactions were seamless and easy . Highly recommend.

Paul was very helpful and upbeat throughout the call - it was super fast and painless customer service, with top-tier efficiency. More call centers need to take notes from Paul, stellar service!

The representative was awesome, she was able to answer all of my questions