I filed a letter of instruction asking them to do something, based on guidance from my CPA. The instructions included a contingency because I didn't have access to critical plan documentation and they wouldn't answer questions about it until I filed the letter. They ignored the contingency in the letter and subsequently cost me $500. I didn't think it would be a big deal, but they insisted their mistake was irreversible and I got to enjoy being put on speaker phone while their reps laughed at me. They were that unprofessional. User's recommendation: Low fees are great, but you pay for it with awful customer service.