Don’t Jump to Conclusions

I worked at an investment firm in a call center and routinely handled callers who were moving workplace retirement accounts (401k, 403b, etc) between firms. After two years, I pretty much knew the rules in and out.

Caller dials in and says he wants to move his wife’s account into his. Without clarifying anything I respond, “You can’t combine accounts from two different people.” Which is true, admittedly, but he replies, “Yes I can. She died.”

Ouch. Apologized for that one, but he was understanding.