Letter to Hon. David A. Jones, Acting Chairman Federal Retirement Thrift Investment Board - Norton Seeks Answers on New TSP Online System After Constituents Report Difficulties Accessing Accounts

Letter

Dear Acting Chairman Jones:

I write with serious concern regarding the Thrift Savings Plan's (TSP) new online system. Several District of Columbia residents have contacted me about their inability to access their TSP information and investments and reach TSP customer service representatives.

For example, I understand that with the new system, many TSP participants have been forced to change their passwords or other account information, often requiring them to get a security code delivered by mail, delaying access to their investments for weeks. Constituents have indicated they have attempted to contact the TSP "ThriftLine" for assistance, only to be put on hold for several hours and then be disconnected before talking to someone.

It appears that the Federal Retirement Thrift Investment Board (Board) was not prepared to launch the new system. I ask that you respond in writing by June 17, 2022, outlining the steps the Board took to prepare for the launch of the new system, the cause of these problems and how they are being fixed. Federal employees and retirees need access to their TSP investments.

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