ComplaintsforVoya Financial Inc.

• Initial Complaint

  03/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested a loan via voya on 3/8. The website offered no loan option but the plan was eligible. I called and they opened a task. I was told the plan is in fact eligible and they will need to submit a manual request. Submitted the manual request with a rep. ** is now almost a month later and nobody has any answers on the eta of my funds as they all say the case is being worked Ive been quoted 3-5 days and now am coming up on a month of receiving my loan money after purchasing a home. The loan is still processing and the system still shows no pending transactions or my funds deducted. Voya cannot answer as to why they are unable to process anything or provide an eta on my money.

  Business response

  04/07/2022

  A response was provided to ************** on March 25, 2022 addressing her concerns.
  
  Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/2/2022 I requested a 401K rollover from Voya ADP ****************************** Plan to another retirement plan administered by ************ Price. I asked specifically for an *** determination letter requested by ************ Price to be mailed along with the check. I got the rollover check within a week but did not receive the *** determination letter.On 3/8/2022, I called customer service asking for an *** Determination Letter to be sent to me ASAP. After being denied of being emailed the letter I asked for expediated mail as I've been waiting on it to send two rollover checks to ************ Price (with another one belonging to another 401K plan I 'm rolling over at the same time). They said they will put a note to have it expediated via *** overnight express.On 3/9/2022 I called again and they said the previous person didn't enter a cost center in the note for the expediated delivery to take place. They entered the cost center this time and told me it should go out by 3/10. On 3/11 I called again and was told the letter was ready to be picked up by ***. I asked for *** tracking number and was told there was none yet. I waited for another few days and on 3/15 and 3/17 I called and was told the same thing - "the letter is ready to be picked up by *** but no tracking number yet". On 3/24 after stressing I'm losing money due to market fluctuation while waiting for this letter to be sent to me they said a supervisor would call me back with updates. The supervisor never called.By today (3/18) I knew the matter was never taken care of. I would have gotten the letter by now even if it was sent through just REGULAR mail. I called today (3/25) again asking for a supervisor to take care of the issue and provide a *** tracking number as proof. Someone named ********* finally investigated the issue and called back with a tracking number. As of the latest *** tracking says 'label created'. I still don't have the letter and lost ~$1500 due to market fluctuation.

  Business response

  04/07/2022

  A response was provided to ************ on April 1, 2022 addressing his concerns.
  
  Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

  Customer response

  04/21/2022

  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 reply from the company did not in any way address my complaint.

  I changed my financial planning based upon the information I was given over the phone by the company representative. Even though the information I was told was incorrect, and what I therefore based my planning on, the company has told me that because I received my requested letter within their actual timeframe that I had no recourse to compensation for my financial loss.

  
  This is ridiculous because they admit I was told incorrect information by their representative and I acted upon that information.

  I have sent them copies of all the documents which show my financial loss, but they have not replied to this for about two weeks so far.

  The person who has been dealing with my complaint refuses to admit any liability, even though he agreed that I was misinformed by their representatives. I have reached a brick wall in terms of understanding and resolution.

   

   

   

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

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

  Business response

  05/20/2022

  A written response was provided to ************ on May 19, 2022.
  
  Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  This issue has occurred twice thus far, today and 3 months ago. I don't receive a **** in the mail, but receive a letter stating my **** is past due, and that I'm in my 30 day grace ******* For example, the letter was received yesterday (2/28/2022), and stated that payment is due on 3/4/2022; I can't even send my payment via regular mail, but now have to use priority mail-express-flat rate. Please fix the issue, so that I may receive my bills in a timely manner.

  Business response

  03/11/2022

  The Company responded to ********* concerns on 3/11/22. We confirmed that ******** were produced in accordance with Company procedures and that notices were mailed when the premium was not received by its due date. The Policy is in good standing.

  Customer response

  03/15/2022

  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 bills have not been sent in a timely manner. And the follow up letter from the business stating that they had not received my payment was sent out so late that it didn't allow enough time for me to send the payment in time before my policy would have lapsed.

   

   

   

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

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

• Initial Complaint

  01/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called Voya to change my email address on my life insurance policy. I was told this would be completed in 5 business days. As of today my email address is not updated properly. When I go to log in to my online Voya account the two-factor authentication still sends a code to my old gmail address - not my new email address. Voya needs to change my log-in information on my account to use my new email address for any and all communication, including sending security codes for log in. The reference # for the original email change request is ***********

  Customer response

  01/14/2022

  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

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I requested a loan via ACH direct deposit on 12/20/21. The system showed it went through with the confirming confirmation number and that my money would be sent in 2-3 business days. I gave them 7 business days before I called still no money. They stated that since I updated my bank account information 6 days prior that they had to mail a check and it will take **** more business days.. okay. 10 business days pass and I received a letter in the mail from voya that my ach was successfully deposited into my account with correct routing and account number. (Still no money in my account) They took the money out of my retirement plan and have only told me via phone call that a check is being mailed but all the supporting documents say it was successfully drafted into my bank account and now Im going to start to have making the payments with out receiving MY money that I desperately need. Every time I call they come up with a different excuse and there is never any managers available to talk to me. Once I get my money I will make sure they do not get anther ***** of my money unless this is resolved tomorrow.

  Customer response

  01/07/2022

  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. The customer service manager called me and was very helpful. Got my check 2 days later. 
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  12/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In the past month, I have been going back and forth with customer service representatives and the processing office to roll over my ************** Retirement into my Voya Employer Retirement account. In order to do this, the ************** plan(TSP) requires the institution that will be receiving the funds(VOYA), fill out and sign page 4 of Form TSP 99 and send it back to the participant.In my first attempt, I called Voya customer service and asked a rep for information on how to do this. The representative stated that I needed to either fax or mail the form in. He gave me the processing times and explained that the form would be mailed back to me. I faxed my TSP FORM 99 over to Voya with instructions on what was needed. A week or so later, I received an email stating that I needed to sign and notarize the form before they could process it. However, the part of the form that they requested be signed and notarized is not applicable to Voya and is ONLY required by TSP. I later called Voya back and explained this to a customer service rep who agreed and sent a message over to the department who deals with these affairs. A few days later, I called back to check the status which was not understood by the **************** Rep and who was ultimately very rude and condescending. Being very frustrated, I called back again and asked that a manager call me back to help resolve the problem. I received a call from a manager a few days who understood the problem and tried to advocate on my behalf, however, at the end of it, I was told that I still needed to sign and notarize the form. I have a simple request that is time sensitive and it is being met with unnecessary bureaucracy. The form sent to Voya is only needed to be filled out (pg 4: account info and check payable info) and signed by a representative and sent back to me so I can do my part. The processing department at Voya has introduced unnecessary obstacles which is unacceptable business practices.

  Business response

  12/14/2021

  
  A response was provided to *** ****** on December 13, 2021.
  
  Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.
  

• Initial Complaint

  11/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to access my deceased husbands account through Voya for over three months and they outright lie and tell you any excuse for not sending me a check. I am stressed, worn out and tired of having to tell my story over and over and over to a customer service rep who there is usually a language barrier which makes it even more confusing and stressful. They will say they are transferring you and then the line will go dead so you have to call back and go through the entire set of prompts and then sit and wait to tell your story all over again. I was told check was in mail which I don't understand why this company can't use certified mail, signature required but no and guess what check was a no show. I called and was told would reissue check and it would be sent *** and was given November 19th for delivery, guess what no check. I had to let my husbands car get taken due to not being able to make payments and I am holding Voya responsible not that they care.

  Business response

  12/09/2021

  
  A response was provided to ****************** on December 7, 2021.
  
  Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have requested paperwork in order to receive a partial withdrawl of my funds.My first request was in march of 2021. Since that time I have been in contact numerous times. They say they have sent the item requested each time but to date I've received nothing. I'm on a limited income and need my money. I hope you can help me with this.

  Customer response

  11/28/2021

  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

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am trying to withdraw from my 401K because I have two large holes in my roof in which the roof will cave if left unrepaired. It is a very dangerous situation for me and my mom. We are trying to pull the money together to resolve this issue as it will keep getting worse with the rain and storms. Voya has chosen to deny the request despite being given what they have asked for. This is an emergency. If something happens to me and my mom because the roof caved it will be on Voya for refusing to all me to access my funds. I am withdrawing because the roof condition is at a level that can no longer be ignored.

  Business response

  12/06/2021

  
  We have made numerous attempts to reach ********************, however she has not contacted us back.
  
  Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.
  

  Customer response

  12/06/2021

  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]

   

   I called back and left a voice message and have not heard back from them at all. I have been busy with finals this week at school, however two weeks ago I received 1 call on 11/9/21 from ******************* who left me a voice message from ************ and told me to call back number ************ and I returned that call and left a voice message to 11/13/21 . I got caught up on a final project for the last few weeks, however, I check my messages everyday and none of my missed calls are from Voya. Also, I have caller ID Voya was identified as a caller on 11/9/21. Since then there has been no other call to me or even a return call from my call to them on 11/13/21. Upon reviewing my calls recent, missed and voice message, there are STILL no calls from Voya. Please do not try and say I was contacted several times when I was not. I was contacted once and I returned that call and I have it all on record.
  

  Its either I will be without a home due to roof collapse and injured or it being taken away, regardless my request for withdrawal is there. Any denial from them and any harm that come to me and my mi  should something happen will fall on Voya shoulder and they will be 100 percent liable. 

  Approve my request is the only solution I will take as it is MY money that is needed for this emergency. Again it is my primary and only residence. 
  

  Thank you,

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

   

   

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

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

  Business response

  12/10/2021

  Additional information was provided to ******************** on 12/09/21. This matter is closed.

• Initial Complaint

  10/13/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently quit jobs at Lowes and wanted to rollover my IRA from principal to voya. After filling out all the proper paperwork with aid from a financial advisor, i faxed to rollover request. Principal sent the check for 1,252.12$ Voya refused to cash my check and add it to my account. That check is in limbo , since principal sent the check, that accounts has no balance. Voya claimed any check they receive they promptly. Send back. Now I am out of over a thousand hard earned dollars

  Customer response

  10/19/2021

  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,
  
  ****** ********  
  
  
   
  
  

*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. ↩