ComplaintsforVoya Financial Inc.
Investment Management
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Complaint Details
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Initial Complaint
06/20/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I logged on onto my HRA retiree account and noticed that funds are unavailable for reimbursement. I have over $100,000 in my account. The representative told me I have a zero balance and filed a ticket to look into the matter. It's been over a week and I have not received a response or anybody has corrected the issue. Each time I call, it seems like my ticket is still pending with no resolve. A customers money should not disappear. It is therefore a purpose and they are withholding my funds. They told me it takes 3 to 5 business days to resolve the issue. When I called back, they told me the same story that it would take another 3 to 5 days to resolve the issue or some it would get back to me. I am frustrated and don't know where to get answersCustomer response
06/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*****************************
Initial Complaint
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have had ongoing issues with Voya since 2023. I have had multiple health issues arise and therefore have had to rely on family members for help. Currently, I have three hospital indemnity claims that are still pending and cannot be completed for various reasons. The first two were submitted back in March 2024 and I have spoken to their Managment who admitted to me that they had the original documents needed from the beginning, which he told he would expedite my claim and it would take ***** hours and that was last week. I am in desperate need of help here!! They keep saying they need updated HIPAA forms and I have sent them 5-6 HIPAA forms. Please help me get the money I'm owed!! I'm owed $1800 from one claim and then a total of $3900 from the other claim as well. I'm in desperate need of this money to be able to pay for personnel to take care of me.Business response
06/26/2024
We thank **************** for bringing her concerns to our attention. We have located the requested form and for privacy reason we will contact **************** directly if additional information is needed from her. If she requires additional information, she can contact the ***************** at **************.Initial Complaint
06/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have two life insurance policies that are paid through Voya but they keep not sending the quarterly bills. I was able to set one up to be paid automatically, but they never took out the money for the Dec. 31 payment so it got behind. They have been very unreliable. I just want the quarterly bills to be sent out in a timely manner ( and automatic payments to be done) so that I dont fall behind on my life insurance policies. **************** is very unhelpful and cant tell me why this is happening.Business response
06/14/2024
**** 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
05/30/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I am an employee of Montgomery ****************** I have an *** (Health) flex spending account with **********************. The *** is prepaid with the money deducted directly from our payroll. I was informed recently through our union members that there was a pending investigation in unethical practices involving this Voya. The issues in question involved this company locking members out of their funds (anywhere from 300 to 2800 dollars) over "requests for receipts". When the members contacted Voya about why their cards were frozen, they were told they owed receipts proving they were used for approved benefits. My own experience with this occured on 5/31 when I saw my account balance or 1345 dollars was locked due to two missing receipts totaling 5.00 dollars. I submitted a receipts from the provider detailing the charges, dates, reason for charges, and amounts. **** responded with a message stating that the receipts were missing one or more of that information and would not be accepted. I attempted to contact them via phone which as you can see from recent reviews does not function (in my case, over 48 hours it would ring and hang up). I had the Dr's ****** print up another receipt, this time we circled each individual item they said was missing and once again received the same response. Once they lock out these accounts, the members lose their funds (again, these are prepaid into an account). I reached out to my departments human resources as well as our union labor and member services, and also sent carbon copies of a letter with the attached evidence to Senator ******** (MD-D) and was also instructed by the *************** to file a complaint here as well. Given how many people in our **** had similar issues, an investigation was opened through them as well (I can provide liasons for either entity for BBB to follow up on). At this time and pending the investigations I only request a timeline of events and reasons for actions from ****'s consumer complaintsCustomer response
05/31/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*********************
Initial Complaint
05/28/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Premium paid on Invoice **********, as well as**********. I was told April 4th that a refund was started and would be sent in 7 to 10 working days. I was also told I could not have the extra policy, which was the reason for the refund. 3 additional calls, all said the same thing, 7 to 10 days. Last 2 calls were May 2, May 16, May 17. Each contact the script starts over, "It's being processed, will be sent in 7 to 10 working days."Customer response
06/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*********************************
Initial Complaint
05/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Request to have my 401K money to withdraw, and send me a check. Contact Voya on May the 5 was told it would take 3 to 4 business days. After waiting for 1 week any never received any update contact **** on May 10. Was told that they are waiting for My ex Employer . They gave me the phone number to call which I did. Was told that they sign off on my 401K on the 7. Again i contacted voya on the 13 again was told that they are waiting on my employer. On May the 14 contact voya again and talked. To a Manger name *****. Was told she would look into the problem and get back to me in 24 to 48 hr. Now on May *************************** contact with and one from voya.Business response
05/21/2024
The customer was provided a response on 05/20/2024.
Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.Initial Complaint
05/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Requested a 100% of funds rollover check from employer sponsored 401k. There was no mention of a $25 fee being deducted at time of transaction. When they sent a check, there was some unexplained hold on $430.91 which remained in the account. I had to request a second check and the $25 fee was also applied here. I have reached out to the company for resolution and they said they couldn't refund either $25 charge. Were the full amount dispersed the first time, or some disclaimer of the fee before request, then this could have been avoided.Business response
05/21/2024
The customer was provided a response on 05/21/2024.
Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.Initial Complaint
04/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I filed a complaint 2 weeks ago, I was contacted by **** on 4/22/24 ******************. He said he read the complaint and was going to investigate the complaint he also told me he would contact me by the end of the week. 4/26/24 I received a call from ***************** He told me I had to submit a claim to cancel the check, so they could reissue a new one. I told him that ****** had called on 4/22/24 and said he was taking care of the situation. **** told me he had no record of the call and I had to fill out the forms and also wait another ***** days for the reimbursement check. Once again, I've been mislead by **** and no one at **** seems to care.Business response
05/13/2024
The customer was provided a response on 04/30/2024.
Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.Initial Complaint
04/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
After paying life insurance premium for ***************************************** which is a subsidiary of voya financial they want me to pay more money or they will lapse my **verage.signed **ntract with ********* associates who sold business to them with understanding my premium will not change.Business response
05/08/2024
The customer was provided a response on 05/06/2024.
Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.Initial Complaint
04/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
To whom it may concern,I am writing to express my extreme dissatisfaction with the handling of my 401K redemption request by Voya Financial. My experience has been characterized by significant delays, inconsistent communication, and an unnecessarily burdensome verification process.Despite numerous attempts to expedite the process, my 401K funds have been held by Voya Financial for more than two weeks. I have contacted your customer service department multiple times, only to encounter the same roadblock each time: verification via a code sent to my previous work email address, which I no longer have access to.I find it baffling that Voya Financial relies solely on this outdated method of verification, especially when I have already provided confirmation of my identity through my Social Security Number and current email address. This insistence on an impractical verification process has resulted in further delays and frustration on my part.Furthermore, the lack of consistency in communication regarding processing fees adds to my disappointment. On two separate occasions, I was quoted different expediting feesone time $50.00 and another time $150.00. This inconsistency reflects poorly on Voya Financial's professionalism and only serves to compound the difficulties I am facing.Despite consulting with Voya Financial well in advance of my employment deadline and providing all necessary information, my redemption request has still not been processed. Now, I am being asked to wait an additional week for confirmationa delay that poses significant challenges for me as I am leaving the country shortly.It is deeply concerning to me that Voya Financial would employ such an unusual and impractical method of verification, especially when it inconveniences customers and hinders their access to their own funds. This experience has left me feeling frustrated and disillusioned, and I am in urgent need of assistance to resolve this matter.I kindly request that someone in management at Voya Financial personally addresses this issue and expedites the processing of my redemption request. If I had known that accessing my funds would be this complicated and time-consuming, I would have reconsidered investing with Voya Financial altogether.I sincerely hope that you can appreciate the urgency of this matter and provide me with the assistance I need to resolve it promptly. Thank you for your attention to this letter, and I look forward to your prompt response.Sincerely,Business response
05/03/2024
**** 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.
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Customer Complaints Summary
178 total complaints in the last 3 years.
101 complaints closed in the last 12 months.