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Business Profile

Investment Management

Voya Financial Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Investment Management.

Complaints

This profile includes complaints for Voya Financial Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Voya Financial Inc. has 9 locations, listed below.

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    Customer Complaints Summary

    • 302 total complaints in the last 3 years.
    • 132 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/15/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Voya financial- Cobra initiated for dental ********************** and vision 10.26.2024 via Catholic medical center *** as employer. On Feb 1st *** acquired by ************************ *** and benefits were to continue with ************ (new state). No record via ************ and multiple calls to voya ************ with no resolution despite ticket initiated 3.24, urgent update ticket 3.21 and another call 4.9 and asked to give up to 72 hours for resolution. Did not receive a call--called them last evening requesting a call back but ******* date have paid $411.64 for no service and another bill pending.Would like to cancel, refund for current above and consumer fraud complaint for being charged but no service provided. Thank you. *****

      Business Response

      Date: 04/24/2025

      The customer was provided a response on 04/17/2025.
      Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

    • Initial Complaint

      Date:04/09/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Voya Financial is the custodian for my companys 401K plan. (***). I requested help from **** to roll over my previous employers 401K plan and they provided assistance. I was very cautious because I had a substantial amount of money in **** assets. They helped me roll my plan over and told me how to do it step for step to ensure the money was kept as ****. After I went through the steps to roll the money over into my Voya account, the money was deposited all as pre tax. I called multiple times to get this resolved starting on 3/17 which was escalated to a supervisor. On 3/25 a supervisor got back with me and told me that my money could not be rolled over to **** with my 401K plan. I have been calling back Voya every day since then to get the money back to me so I can deposit it into a **** ***. They are failing to provide me any updates and I am extremely frustrated because my money is not invested in the market. To resolve this, they just need to cut me a check for my 401K money that should be **** to my personal **** *** custodian FBO me.

      Customer Answer

      Date: 05/04/2025

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Voya Financial Inc. has been resolved. Traction only began the day after my BBB complaint  

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

      ****** ****

    • Initial Complaint

      Date:04/07/2025

      Type:Order Issues
      Status:
      Answered
      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 spoke with a costumer representative today who advised me my annuity does not have any option to access money before Im of retirement age. I explained how I knew this but also knew they helped a coworker in a similar situation with the same plan. The representative told me she would not Go back and forth with me and she could not help me. After requesting the supervisor I explained the situation and asked who I needed to talk to. She also had no answer but was nicer than the first. After all this time I am advised I must wait 20 years or quit my job to access money that is mine. My wife was in an accident and been off work for almost 6 months and my savings is dwindling. I only wanted to supplement some of her lost income while we wait many more months for her settlement. I find this to be a terrible way to help the consumer. They can take any money they need to pay for services or losses on the market without a problem. But I cant use any for losses at home.

      Business Response

      Date: 04/07/2025

      The customer was provided a response on 4/7/25. 
      Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you. 

      Customer Answer

      Date: 04/12/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

      The company called me and gave me the same response they did initially. I have been in touch with my coworker and he insures me they are not treating me the same. This company was rude and in no way helpful. The only solution within 20 years is for me to quit the job I have had for 13 years. I refuse to accept this response.

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ******** *******




       

      Customer Answer

      Date: 04/25/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      They just made a statement saying they cant help when they can. This is not an answer and they refuse to help a client.

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ******** *******




       

      Business Response

      Date: 04/25/2025

      The customer was provided a response on 4/7/25 where withdrawal options were discussed.
      Voya is administering the plan according to the plan guidelines. At this time the customer should speak with their employer regarding options. 

      Voya considers this matter closed and we will no longer be responding. 

    • Initial Complaint

      Date:03/31/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 employer had switched to this company to handle our retirement. I kept getting internal email to setup my acct with Voya. I had done so, some how my 401k got switched to **** *** selecting 71% to be taken of my pay check. ?? 1st of all Who in the world will do this while working? Didn't even know my employer offered this type of plan.. Unfortunately I was not able to see the change due I was in the middle of moving offices, our computers were taken. I had noticed on my very low paycheck. I had notified my HR thinking it was through them. They told me it was through voya. They told me it was too late They took out the 71% both check. I contacted Voya right away, I had spoken to a *** 2 Fridays ago, I kept on getting a promise someone was going to call me back.....the ***s did tell me a ticket was put in... I had called today and explained to the *** no one had me back and this must be a computer glitch explained as never knew my employer offered a **** *** neither select the 71% ded, she had told me this a new plan they offer.. this made me think some this was defaulted or the computer selected this for me... The *** told me that a manager was going to call me back. She had commented that there's nothing for them to do once it's, it's done. I had told her that how is it that it's my money and I'm forced have the **** ***?!!! I don't want this plan, I want my 2 paycheck refunded, I need money to live, bills have to be paid... Mind you the *** told me a manager was call me back , she kept on putting me on hold. I was persistent with her I had asked when? This had been since 2 Fridays ago someone was suppose to call me back. I had told her how voya be managing our retirement if they can't commit to calling back their clients back. She had just apologize, I told the apology was good enough. To tell me theres nothing they can to do is when my money and the *** is Hired to manage our money is garbage, they can give me money back..

      Business Response

      Date: 04/07/2025

      The customer was provided a response on 04/04/2025.
      Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

    • Initial Complaint

      Date:03/30/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Returned from vacation to find my 401k plan was restricted from any further changes without any warnings. Voya said the notice was sent but never received. Think about it! If warning was received, no sane person would create second infraction. I did call customer service and they cannot do anything!

      Business Response

      Date: 04/02/2025

      Voya made numerous attempts to contact the customer. The customer has been non-responsive. At this time **** 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.

      Customer Answer

      Date: 04/07/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      Please take a look at image. The mail is date APR 3, 2025.

      The letter from the package was dated Feb 20, 2025.

      On Feb 26, 2025, I received for indefinite suspension.

      Business does not now how to run business.

      For important correspondence, should be sent with signature required to avoid he said she said.

      Mail can be lost or stolen.

      It seems that Voya does not understated or know proper communication.

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ***** *****




       

      Business Response

      Date: 04/10/2025

      **** previously provided a response on 04/02/2025 and continues to attempt to reach the customer with no response back.
      Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you

    • Initial Complaint

      Date:03/27/2025

      Type:Product Issues
      Status:
      Answered
      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 will NEVER recommend this company or use them. I was automatically enrolled in the 401k retirement contribution even though I did not authorize this or receive any mail corresponding to this change. I only found out after my paycheck was shorter than before, and this is when I immediately called the VOYA financials number. The representative then walked me through that I couldn't remove myself but that I could change the contribution to 0% which was completed. The representative then notified me that I would be refunded the amount within 5-7 business days, which is not a problem I waited patiently I even waited an additional week for my refund, and to no avail. I called in A MONTH since they had removed the funds and low and behold the representative didn't input a document that was required to issue the refund check. Once she explained this to me I was then notified I would not be receiving the full amount that was taken from my check due to the change in the market. This is not my responsibility to confirm if a form was/wasn't submitted in its entirety yet getting penalized for someone's mistake. I requested to speak with a manager and then I was able to speak with ****** who provided me with his direct line, he reassured me he would look into it and call me back. I gave him time and called for a follow-up today, when I went to call for an update the phone rang and then went busy I also confirmed with ****** the number twice. I called the regular number where I spoke with ******** which was not helpful whatsoever with the situation even when I told him the number was dial tone and that it must have not been a real number he shrugged it off. ******** couldn't even transfer me to his extension which they did previously. This has been a HORRIBLE ordeal with Voya and I am not the only one, my sister is dealing with a nightmare switching over her funds from **** to her employment 401K and they have given nothing but problems. AVOID THIS COMPANY FOR INVEST *****

      Business Response

      Date: 04/01/2025

      The customer was provided a response on 04/01/2025.
      Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

    • Initial Complaint

      Date:03/25/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      During the week of March 17th, I contacted customer service about my inaccessible online account, only to discover that my personal information has been erroneously linked to someone else's account due to a mistake on Voya's part. This is a clear violation of my privacy and grounds for legal action.Despite an ongoing investigation initiated the Voya team, over a week has passed without any satisfactory progress or communication. I have repeatedly followed up and have encountered nothing but excuses and delays. It is unacceptable that the only manager assigned to my case is always "out of the office" when I call. This indicates a severe lack of resources and support on Voyas part.The fact that my personal information, including my birthday and social security number, is in the possession of an unknown individualwho may have access to my account and the potential to steal my fundsis alarming. I expect immediate and effective action to rectify this situation. A simple background check should have resolved this matter promptly, yet Voya continues to give me the runaround.I am extremely disappointed with Voyas apparent lack of urgency and concern, especially as I was considering transferring my retirement account to the institution. After this experience, I will be seriously reconsidering that decision.This is unacceptable behavior and treatment of a client and Voya should absolutely be ashamed of themselves. I demand action or I will escalate this situation further.

      Business Response

      Date: 04/15/2025

      The customer was provided a response on 4/15/25. 
      Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you. 

    • Initial Complaint

      Date:03/17/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 support on 2/10/25 because my account is locked and I cannot access any of my financial information or make changes to my retirement account. 35 calendars later (as of today), my account is still locked and they will not tell me when it will be unlocked. Ive spoken with support nearly every week asking for an update. All Im told is we are working on the ticket.Seeking resolution: unlock my account.

      Business Response

      Date: 03/26/2025

      Voya 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. 

      Customer Answer

      Date: 04/02/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

      Voya's response is "Voya made numerous attempts to contact the customer. The customer has been non-responsive." That is a blatant lie. I'd love for them to prove me wrong. Please ask that they provide proof - they have my permission.

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ****** *****




       

      Business Response

      Date: 04/14/2025

      The customer was provided a response via a phone call on 4/2/25. 
      Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you. 

      Customer Answer

      Date: 04/25/2025

      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

      Date:03/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 employer recently changed our 401k plans to ****. I requested a hardship withdrawal on 3/3 which was approved and a check was issued to be delivered via ***. Of course *** has lost the package and on 3/7 I called Voya so they could issue a stop check and reissue a new check. The first rep provided a 2-3 business day timeframe for the stop check and then another 3-5 business day timeframe for the new check to be received. It is now 3/17 and there has been no progress on my account. Every rep *** spoken with gives me different I formation regarding the timeframe. They also charged me $50 for the expedited fee and then told me since it was already issued expedited once that the second check didnt qualify and would be send regular 7-10 business days. It wasnt until I spoke with a supervisor that they approved for it to be expedited again. They still have NO timeframe for me and all they can do is check status. This company prides themselves on customer service but dont actually do anything to help their customers. None of their **** are on the same page about anything and dont offer any help whatsoever, I had to practically beg for a supervisor before I ever spoke to one. This is the WORST 401k company *** ever dealt with

      Business Response

      Date: 03/26/2025

      The customer was provided a response on 3/26/25.
      Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

    • Initial Complaint

      Date:03/17/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 filed an accident claim ************** and recieved a denial letter.first off they put in the wrong dates and diagnosis.they put in catonia(which I never had or have)and the wrong date of 4/10/24.......the date should have been 2/19/25 and the diagnosis is upper right quadrant abdominal pain.i have this insurance through work that has over thousands of employees and will wait to hear back from voya before I contact my company.

      Customer Answer

      Date: 03/19/2025

      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,

      ****** ********



       

    Voya Financial Inc. is NOT a BBB Accredited Business.

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