ComplaintsforVoya Financial
Financial Services
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Complaint Details
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Initial Complaint
09/17/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On August 30, 2024 I requested a **** Hardship for $25K to help me cover a down payment for the purchase of my first home. On September 3rd, 2024 I uploaded the required documentation and received confirmation that the documentation was uploaded and received, of which included signed offer agreement to the seller which included details of how I plan to purchase the home and at what costs. On September 5th, 2024 I was notified that my **** Hardship request was unable to be processed due to no paperwork having been received. I relayed to Voya that I had uploaded the documentation and received confirmation that the documentation was received. The customer service representative told me that she did not see or have the paperwork in her system. It was recommended and agreed to simply remove the withdraw request and re-submit the request again and reupload the documentation as it would take similar time 3 to 5 business days to review the **** Hardship. I contacted the **************** on September 13th to find out I had some money in a rollover account totaling around $1,500 that had to be requested first before the **** Hardship was requested. Noted this rollover was a mistake from the company when my employer switched retirement companies and moved to ********, and my funds were automatically transferred. Somehow the transfer of my one account from turned into three accounts with Voya Aon of which I had no idea - how my account turned into three accounts with funds scattered was mind boggling and extremely concerning. I have more detailed events that happened in between of which I cannot include as characters have run out, however a total of 19 days later and approaching closing date of hopefully a successful home purchase I continue wait to hear whether my request has been reviewed and approved. I plan to contact tomorrow, but this whole process has been extremely concerning on how the companies are managing and appropriating people's retirement money.Business response
09/20/2024
The customer was provided a response on 09/20/2024.
Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.Initial Complaint
08/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
July 26, 2024, I received 2 Mastercards in the mail from Voya Financial, specifically a ********************** card. My company had not given me any notice that our HSA plan was changing. I called the number to activate the card and was asked for my SS #. I did not provide it and pushed buttons to get a live person. He asked other questions, like my dob, address, company I work for, email, etc. He claimed I have over $2000 in my HSA account. I confirmed that is not true. I want to be removed from their system and I want others warned about their tactics.Business response
08/05/2024
The customer was provided a response on 08/02/2024.
Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.Initial Complaint
06/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Voya is stalling on my claim, they have made statement that they are waiting on my employer approval, my employer approved my claim per emails. **** approved my claim them redacted it shortly later with notification and now is stalling on the payout of my claim.Business response
06/24/2024
**** made numerous attempts to contact the customer. The customer has been non-responsive. At this time Voya is closing this matter.
Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.Initial Complaint
05/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On the 24 April 2024 I paid off a loan on my 457b plan. The next week I tried to borrow from my loan and they are telling me that I separated from my job of which I did not I don't know how **** came to that. So I contacted my plan organizer to see what was wrong and she told me that she is not seeing that I separated. **** then stated that they would correct the issue because it was that reason why I was not able to borrow from my 457b plan. After they corrected the issue I tried to borrow again and it still would not go through. **** then stated that a previous loan I paid off was showing as DISTRIBUTING instead of PAID OFF, another glitch in the system. It is coming on to a month now and no one is able to assist or help me with my account I specifically told the customer reps that I had work going on at my residence and needed the funds to take care of it. There are currently a lot of notes attached to my account all I am hearing is that supervisor will reach out to me via phone call but I am yet to speak with one. I have a lot of patience but no one is not able to assist me. All I am asking if someone can please correct the issue going on with my account.Business response
05/30/2024
The customer was provided a response on 5/24/24.
Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.Customer response
06/04/2024
I am rejecting this response because:
I was mis informed prior to paying off my two previous loans. I was not notified or informed about any other loan that had been still opened because nothings was showed for almost a year.Initial Complaint
05/15/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Please be advised that ****** was the previous company for the 557 plan for Massachusetts supplemental retirement . I am attempting to acquire records from Voya when they were contracted out by Massachusetts and I have contacted them 10 times and they have not called me back .Business response
05/16/2024
The customer was provided a response on 05/16/2024.
Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.Initial Complaint
03/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
For 8 long years I have e directed inconveniences of poor to nonexistent customer service, the expectation that we use a website that does not function, and the repeated refusal of the part of voya to fix the problem or at least have an IT department we could freak with. Every 46 weeks without fail, Im locked out of my account because, fir reasons known only to voya, their website stops recognizing the password that one of their customer DIS service reps helped me crest. Bit is intolerable and I have had it. Im retired now and thus account was set up by my employer. Clearly there are no co sequences for voya for refusing their clients access to their accounts. Time and again they refuse to did the problem. Every single time, every six weeks, they walk me through the steps and make sure I can get into my account and a few weeks later it happens again. Voya entirely ignore any and all emails to their own customer disservice department. Not is just appalling.Business response
03/25/2024
The customer was provided a response on 3/24/24.
Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.Initial Complaint
02/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I requested a hardship withdrawal from a small fund I have with Voya for about $1800 for unreimbursed medical expenses. I both faxed and mailed hard copies of my bills to them. They denied the withdrawal request. So I called and asked why. I was told that because one of the bills was for my husband, I needed to mail in a marriage certificate. So I did.Then the amount of $348 was approved for disbursement. I logged onto their website and chatted with an agent through their chat function and asked why it was not for the whole amount (in fact, the bills I produced exceeded $1800). I was then told that it was denied because 1, some forms were illegible from the fax (but I also mailed in hard copies, overnighted them in fact and I have the proof) and that only unpaid medical bills could be reimbursed. I asked why they requested my marriage certificate if this was the problem? No answer to that. They would only reimburse copay costs and thus the $348.Nowhere in Voyas literature does it say you can only be reimbursed for unpaid medical bills. The guy on the chat, ******, then told me it was a rule set by my employer and Id have to talk to them. I said fine, ok-but, there were $627 in unpaid bills in addition to the $348. Then ****** said my forms are illegible and I need to resend. Then we got disconnected magically.So I called Voya again. This time the representative said nothing about the illegibility of the forms and focused on the paid vs. unpaid issue. I pointed out that there are still $627 in unpaid bills. She told me she would run it up the chain but Id have to wait for a long holiday weekend to be over to get any answers.This seems not only horrific business practice (they are clearly lying), but possibly illegal. I have shared this same information with a law firm. I will be calling my employer to check on all this, but it seems as if **** was looking for ANY excuse to deny the claim. ASAP, I am moving all money to TIAA as soon as possible.Business response
02/28/2024
The customer was provided a response on 02/28/2024.
Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.Initial Complaint
02/02/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have called Voya Financial a total of 5 times, beginning on December 15, 2023. I have been put on hold for more than 6 hours total waiting to talk to ***************** They have promised to call me back and never do. My annual report was due to be sent December 1, 2023 (for activity from November 1, 2022-November 1, 2023). They refuse to send me the report. They say they are having a "system migration" and it is impossible to generate the report. How long does a "system migration" take? The one customer service representative told me it started in September 2023. I am *********** my annual report on a timely basis.Business response
02/12/2024
The customer was provided a response on 2/9/23.
Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.Customer response
02/13/2024
I am rejecting this response because:
They say they are not able to post an answer to my response due to "privacy issues" but they won't address my problem when I have called (5 times) and emailed (3 times). For some reason they will not issue an Annual Report, in which I am ***********. How am I supposed to get this report??*************************
Initial Complaint
01/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have had accidental death and dismemberment insurance with VOYA for several years and paid quarterly. We were out of town and had our mail held by the post office. My quarterly bill was in the mail and I paid it upon my return home. The next day I received a cancellation notice from the company, even though they cashed my check. There is no easy way to pay the premium other than a paper check, so we are dependent on the mail. I tried contacting the company several *********************** and by telephone with no success. They refunded my premium yesterday with no explanation. I want my coverage restored.Business response
02/01/2024
The customer was provided a response on 02/01/2024.
Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.Initial Complaint
01/04/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Voyas website is so bad, that it is impossible to log onto it. It never accepts your valid passwords or username no matter how many times it is changed, even with the help of the customer service rep. I have begged for the reps to let me talk to a senior tech to fix the problem but they refuse. Ever 46 weeks I have call customer service for help. They can never solve problem. They help me change my password and it works for a few days then rejected everything. The automated website keeps telling you to put in your existing password when the reason you need help is that it will NOT accept it. They refuse to help me solve the problem. They appear to have nothing but contempt for their clients. Im at the end of my ropeBusiness response
01/12/2024
The customer was provided a response January 9, 2023.
Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.
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Customer Complaints Summary
90 total complaints in the last 3 years.
31 complaints closed in the last 12 months.