A client told me years ago that some of these employees working at the banks are nothing more than glorified fast food workers. Retirement account CD. The girl, who apparently was not a new employee, did not know answers to some of the questions, she had to go back and ask the manager,  and then she had to call headquarters. And she still couldn't say for sure if a 1099R would be issued if the terms of the retirement account cd were changed , i.e. old CD closed,  and new CD opened (at same entity) with higher interest rate and different time period (length). What a big joke.  They gladly take the money, but then when it's time for service it's a different ball game.