Connie Muscavitch, who retired in 2023 after a career as a computer programmer, including eight years at CUNA Mutual, now known as TruStage, said she began trying to roll her 401(k) into an individual retirement account in July. Despite months of phone calls, emails and paperwork, she said the money remains out of reach.

"I'm 70 years old. I've always been a one income person. I thought I did enough to have a retirement for what I needed," Muscavitch said. "This is a good chunk of my retirement income. And now it's been since July that I've been trying to get it. Am I ever going to get it?"

On July 11, TruStage identified a cyberattack that disrupted several of its systems, affecting customers' ability to access retirement accounts, insurance services and other financial products. The company, headquartered in Madison, reports more than $50 billion in total assets.

As of Thursday, TruStage confirmed that its retirement services are back online, but additional capabilities have yet to be restored. The company said customers can now view retirement account balances online and complete some transactions.

In a statement, TruStage said customers' underlying 401(k) account balances were not impacted by the cyberattack.

"We understand how important timely access to retirement savings is, and we are actively working with customers whose transactions have been delayed as we restore remaining retirement servicing capabilities," the company said.

TruStage acknowledged that delays have caused frustration and said it has expanded its customer service support team and established new processes to assist affected customers. The company said it expects additional retirement servicing capabilities to be restored "very soon," but did not provide a specific timeline.

Muscavitch said one email after four months of waiting changed everything. "Huge relief. It's like, don't count your chickens before they hatch because we need to see that the money's in my account, but at least they're responding," she said.

TruStage says her rollover has been processed, but Muscavitch is still waiting for the money to arrive at her credit union. Once it does, she plans to purchase a home.

"Yes, yes, yes. I've got a realtor. So we'll find a good cottage for me," she said.

Muscavitch said she is watching her account closely and hopes to see the money arrive within the next few days. While relieved, she said she won't fully celebrate until the funds are in her IRA.

"Just give me the 401 and let me go on my way," she said. "In the back of my mind, I wonder how many other people have it sitting there and don't know about it."

"I thought I had money to do what I wanted, I thought I had it and now do I or don't I?" she added.

The company has also faced 14 class-action lawsuits alleging it failed to implement adequate cybersecurity safeguards and protect customers' confidential information.

The incident highlights the vulnerability of retirement savings to cyber disruptions and the real-world consequences for individuals who depend on those funds. For Muscavitch, the wait continues.

"I'm 70. How long do I have to wait for my money?" she said.