Complaints

This profile includes complaints for Empower Retirement's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Empower Retirement

  8515 E Orchard Rd Greenwood Village, CO 80111-5002

• 

  Empower Retirement

  11500 Outlook St Overland Park, KS 66211-1804

• 

  Empower Retirement

  7 Shattuck Rd # C-20-C Andover, MA 01810

• 

  Empower Retirement

  PO Box 1700 Denver, CO 80201-1700

• 

  Empower Retirement

  333 Willoughby Ave Juneau, AK 99801-1770

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Internet logon has been inconsistent to the point of impossible .

  Business Response

  Date: 09/26/2023

  Thank you for bringing BBB Complaint #******** dated September 15, 2023, to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated September 26, 2023. While we are unable to share the details of this response with the BBB due to privacy concerns, the customer may share this response with the ******************** at their discretion. We again appreciate you bringing this matter to us for review.
  
  Sincerely,
  
  Empower

• Initial Complaint

  Date:09/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received a letter in the mail stating my 401k plan was being changed and my money was being rolled over to another account. I had no account # listed on this letter with no personal information on the letter whatsoever. When i went to investigate on the website. I was promoted to enter my full social security number and received a text message three times from ***** with a picture of a girl listed as the contact info, saying I changed my contact info. I did not enter any of my contact info into the website. I was encouraged to call customer service on the text message.

  Business Response

  Date: 09/26/2023

  Thank you for bringing BBB Complaint # ******** dated September 9, 2023, to our attention. Upon conducting a thorough review of the situation,we responded directly to the customer in our letter dated September 26, 2023.While we are unable to share the details of this response with the BBB due to privacy concerns, the customer may share this response with the ******************** at their discretion. We again appreciate you bringing this matter to us for review.
  

  Sincerely,
  

  Empower

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20578238
  
  I never received a letter from the company. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/12/2023

  Thank you for reaching out.A response dated September 26, 2023, was sent by regular postal mail on September 26, 2023.Another copy of this letter has been sent by ***** and will be arriving to your address of records soon. Thank you again,

  Sincerely,

  Empower

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a beneficiary on my dads retirement account. He has passed and I've been trying to get my money from them for months. Everytime i talked to them for months they always need some other piece of info or something i need to send.. Finally in August 2023 they acknowledge they have what they need to process. Then later in August tell me that failed to include a canceled check for direct deposit so i tell them to just cut me a check and mail it express mail. I have to call them when their own deadlines come and pass with no word. I have been patient and needy money . Everytime i call its another 5 business day to process. I believe they are stalling to keep collecting interest off of my $25,000. I was supposed to receive a tracking number for my check 10 business days ago and as of two days ago they are saying another 5 business days. I've attached a copy of the document that i have recieved many copies of over the last several months. But that is all the correspondence that they have offered without my calling them countless times. Also to note that the address on the uploaded document is different from the one ive submitted as i just moved from the letter address and dont want to change it because it will cause more delays and stalling . I can still safely receive mail at the former address.

  Business Response

  Date: 09/18/2023

  Thank you for bringing BBB Complaint # ******** dated September 8, 2023, to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated September 18, 2023. While we are unable to share the details of this response with the BBB due to privacy concerns, the customer may share this response with the ******************** at their discretion. We again appreciate you bringing this matter to us for review.
  
  Sincerely,
  
  Empower

• Initial Complaint

  Date:09/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I have had to move our closing date 3 times from the original date of August 23rd due to their incompetence. I have money from an old 401K my previous employer, which I left about 7 years ago, being by managed by this company. I decided to take portion out towards the closing of the house, and decided to give them a call in mid-July. I was initially told it would take 1-3 business days, and all I had to do was fill out a withdrawal form. However I wish it were that simple. Upon submitting the form, I was told that I had no number on file, and since I was married now, my spouse would have to sign the form as well, at a notary public. The justification provided was that, it was what my employer plan 'required', which was fine, as time was of the essence. My husband and I went to our local *** for a notary with the form in hand, faxed a copy over to Empower, and put one in the mail just in case. I called them the following day, and they acknowledged receipt. However I was then told that there was a "8 day waiting period", and that the customer rep made a mistake by saying it would be 1-3 business days for my funds to hit my account. In the series of calls made to this company, no ever mentioned this waiting period. What exactly am I waiting for? They acknowledged my receipt of the forms August 25, 2023. If my math serves me correct, if you take in account Labor Day, funds should have arrived yesterday 9/6/2023. But their competence strikes yet again. When I called yesterday when the money did not arrive, I was told that they don't do wire transfers, and they only do ACH. The rep I spoke with said he didn't know why I was told that they do wires, and only option would be to: Give it an extra day, and if the money does not arrive, either wait for my bank to reject it. Please bare in mind that the money has been withdrawn from my investment account. I'm short of words at this point. We're 2 weeks overdue on closing and now I have no idea where my funds are

  Business Response

  Date: 09/21/2023

  Thank you for bringing Better Business Bureau Complaint # ******** to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in an email on September *******. While we are unable to share the details of this response with the BBB due to privacy concerns, the customer may share this response with the ******************** at their discretion. We again appreciate you bringing this matter to us for review. 

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20567862
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the firm multiple times in response to their request for a Notarized document. The completed forms were faxed many times. and every time I call them, they say they haven't gotten anything. Granted, this is my first point of contact for receiving my 401k pay out from the *********************. When I last contacted them, they informed me that I was unable to pass verification? Because my paperwork is unreadable, there should be no information on file. The form of request a change of address form. The attached is the amount and proof.

  Business Response

  Date: 09/26/2023

  The following email was sent 9/8/2023.  We have not heard a response.

  Dear ******************,
  
  I am writing to acknowledge that Empower is in receipt of your recent inquiry regarding The *********************, ******************** and Investment Plan.
  
  Unfortunately, we are unable to assist with resolving the issue as we cannot locate an account using the information provided. Please provide information regarding the type of documentation you are attempting to submit to Empower, and the fax number you are sending the documentation too.
  
  Thank you for making us aware of your concerns. We appreciate your feedback and the opportunity to review this matter.
  
  If you have any additional questions in the meantime, please feel free to contact us at ************ between the hours of 8:00 a.m. and 9:00 p.m., Eastern Time, Monday through Friday.
  

• Initial Complaint

  Date:08/31/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February of this year I had to take flma. Due to my condition I had already falling behind 2 months on out mortgage . Not know how long the flma was going to be I reached out to empower to request a hardship. The Mortar statement prior had a claus on the that if it was not paid it could result in foreclosure. This claim was denied bc they said I was not in for closure yet and you would have tro wait until they started the process. Well they started the process in July, we sent in the letter from the attorney but they declined that also because it did not say forcloser although Id did say right of redemption which is a synonym of foreclosure. We must have talked to agent of all levels 20 times over the last 6 months. So today we finally submitted the court ordered foreclosure and now owe 12k more than a month ago due to lawyers and various fees. Icing on cake the said the court ordered foreclosure was not sufficent. The legal binding court order!! So now we owe so much after penalties bc we HAD to what until it was filed that there not even enough to cover this. What kind of financial advisor make u wait is a extreme hardship that has always been in guidelines with IRS safe harbor regulations what so long to take action their client loses their entire 401k. Shame on you

  Business Response

  Date: 09/19/2023

  Thank you for bringing Better Business Bureau Complaint # ******** to our attention.Upon conducting a thorough review of the situation, we responded directly to the customer with an email on September 18, 2023. While we are unable to share the details of this response with the BBB due to privacy concerns, the customer may share this response with the ******************** at their discretion. We again appreciate you bringing this matter to us for review. 

• Initial Complaint

  Date:08/30/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been working on a resolution to a complaint with a representative named *******. The issue she is helping me with is about missing paperwork that Empower has lost and misallocation of funds. They are investing in funds with my money that is not approved. ******* was very helpful and I am trying to get back up with her to help me. But here are no direct lines. I have called and emailed their customer service to have my representative get back with me but it has been unsuccessful. Hoping this will get to the right person to help me get back up with my representative.

  Business Response

  Date: 08/31/2023

  Thank you for bringing BBB Complaint # ******** dated August 30, 2023, to our attention. In order to protect the privacy of our account holders, we will research the situation and will respond directly to Mr. **** We again appreciate you bringing this matter to us for review. 

  Customer Answer

  Date: 08/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and they have had the appropriate representative contact me. You can close this complaint as answered satisfactorily. If any further issues arise or no resolution is reached with Empower I will resubmit an updated complaint.  
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Empower Retirement has frozen my account, and I am being denied access.

  Business Response

  Date: 09/08/2023

  Thank you for bringing BBB Complaint # ******** dated August 29, 2023, to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated September 9, 2023. While we are unable to share the details of this response with the BBB due to privacy concerns, the customer may share this response with the ******************** at their discretion. We again appreciate you bringing this matter to us for review.
  
  Sincerely,
  
  Empower

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20538591
  
  I am rejecting this response because: The rollover has not yet occurred. Empower sent me additional steps for the rollover, until these steps are completed and the retirement funds are completely transferred to my designated band account, the complaint should remain active.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/20/2023

  Thank you for bringing the response to BBB Complaint # ******** dated August 29, 2023, to our attention. Upon conducting a thorough review of the situation, we have confirmed that the rollover transfer is complete, and the check cleared on September 20, 2023. We again appreciate you bringing this matter to us for review.

  Sincerely, 

  Empower

• Initial Complaint

  Date:08/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Empower Trust Company was responsible for awarding disbursement for my mother's 401K upon her death 12/17/2020. They did complete the disbursement sometime in 2021. However, in 2022 there was apparently a balance in the account contributed by her employer from profit sharing. A ****-R was sent to the estate in 2023 indicating a taxable amount but no money was disbursed to the beneficiaries. Subsequent calls to Empower acknowledged the error and required beneficiaries to complete a new Death Benefit Claim. The new claim was filed in April of 2023. Disbursement was to occur in 3-4 weeks according to the representative. It's now the end of August 2023 and no money has been received. Calls to Empower are circulated to oblivion where no one answers or the caller is put on hold for an extended period to time. Empower is earning interest off an account of a deceased individual and not providing the disbursement of funds to the heirs of the estate.

  Business Response

  Date: 09/15/2023

  Thank you for bringing BBB Complaint #******** dated August 26, 2023, to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated September 15, 2023. While we are unable to share the details of this response with the BBB due to privacy concerns, the customer may share this response with the ******************** at their discretion. We again appreciate you bringing this matter to us for review.
  
  Sincerely,
  
  Empower

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20525585
  
  I am rejecting this response because:  I have not received any written correspondence from Empower. The letter referenced by Empower with a date of Monday 9/15/23 has not arrived in my mailbox as of Thursday 9/21/23. This seems to be a typical response from Empower; lots of lip service, but nothing seems to happen. I received a voice message Tue 9/12/23 to confirm my address even though it is clearly printed on the top of the letter I sent  and also found on the Death Benefit Claim  sent May 1, 2023. Therefore, Empower has still not resolved this claim or provided funds from the account of the deceased. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/25/2023

  Thank you for bringing the customers further concerns to our attention. We regret that the customer has not yet received our letter dated September 15, 2023. To ensure receipt, an additional copy was mailed to the customer on September 25, 2023. If he would like to follow up on the status of the funds in question, he should contact *************************, ************************* Resolution, Empower, for more information. ***** is familiar with the issue and can provide more information regarding the status of the reissue.
  
  Sincerely,
  
  Empower

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20525585
  
  I am rejecting this response because:  Empower continues to demonstrate these deceptive practices. I spoke with "***" yesterday who said she would take ownership of this case and find out what's going on. She could not tell me anymore that what was in their notes. She had not information. Everytime I call Empower, I receive a different story. No one from Empower calls me. No one I spoke to yesterday was familiar with the supposed letter that was mailed on September 15, 2023. I should not have to keep calling Empower to resolve this issue. Two phone calls yesterday 9/26/2023 with no resolution. This is another ruse from Empower to make the BBB think they are taking care of the problem. It is still urnesolved. No letter has been received, no death benefit money has been received and Empower has not initiated any phone call with me to work toward a solution. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 09/27/2023

  How am I supposed to contact ************************* when no phone number or email is provided? Ridiculous!

  MESSAGE FROM BUSINESS:
  
  Thank you for bringing the customers further concerns to our attention. We regret that the customer has not yet received our letter dated September 15, 2023. To ensure receipt, an additional copy was mailed to the customer on September 25, 2023. If he would like to follow up on the status of the funds in question, he should contact *************************, ************************* Resolution, Empower, for more information. ***** is familiar with the issue and can provide more information regarding the status of the reissue.
  
  Sincerely,
  
  Empower

  Business Response

  Date: 10/02/2023

  Please allow us to express our apologies for the oversight. *****'s contact number was previously provided in order to confirm additional information related to this issue, but it should have been provided again in our response. ************************* may be reached weekdays at ************.

  Sincerely,
  

  Empower

  Customer Answer

  Date: 10/10/2023

  This complaint was not resolved! The last message from Empower did not require a response from me. It was a follow up to the previous message that left off their phone number.  Called the contact number and person they provided and no one responded. I received a call from a new contact person but havent been able to reach them either. Therefore, this complaint hasnt been resolved and the false assumption from the BBB is inaccurate. Read the last response from Empower it doesnt require a response! 

  Customer Answer

  Date: 11/02/2023

   Empower has done NOTHING to resolve this problem. They still hold money from the deceaseds 401K account with a myriad of explanations as to why they have not paid the beneficiaries. Their story changes with each new representative who answers the phone. Thanks to the BBB, Empower is able to abscond with money rightfully belonging to the beneficiary of the estate.

  Business Response

  Date: 10/17/2024

  Thank you for bringing BBB Complaint #******** to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated September 15, 2023.  Additionally, a copy of this letter was also sent on September 25, 2023.   While we are unable to share the details of this response with the BBB due to privacy concerns, the customer may share this response with the ******************** at their discretion. We again appreciate you bringing this matter to us for review.
  
  Sincerely,
  
  Empower

• Initial Complaint

  Date:08/25/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When ********** retirement was converted over to Empower, I was told there are not fees and commissions related to trading in my account.In the last 15 days (after 1.5 years) I just noticed a per transaction fee. This got put on many recent trades and I just noticed it.I was specifically told there wouldn't be these fees, which my Fidelity account doesn't have.I require these random fees be refunded back to my account immediately, or I will move the entire account to Fidelity and file charges.

  Business Response

  Date: 09/13/2023

  Thank you for bringing BBB Complaint # ******** dated 8/25/2023 to our attention. In order to protect the privacy of our account holders, we will research the situation and will respond directly to **************************. We again appreciate you bringing this matter to us for review. 

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20522589
  
  I am rejecting this response because: I have nit heard back from Empower. No one has contacted me and these fees are still posted, and if I want to make any trades, this commission is still getting charged.  I was specifically told when the account moved from *********** that trades would be like my Fidelity account.

  The only resolution that is acceptable is for those fees to be reversed to my account.  If not, I will close the account and transfer the funds to Fidelity and take this matter to Small Claims Court.  I was lied to and these charges are fraud.

  
  Sincerely,
  
  *************************************

  Business Response

  Date: 09/21/2023

  Thank you for reaching out. A response dated September 15, 2023, was posted and sent by regular postal mail on September 18, 2023. It will be arriving to your address of record soon.  Thank you again.