ComplaintsforVoya Financial Inc.
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Complaint Details
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Initial Complaint
12/10/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
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
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
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 dollarsCustomer 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,
****** ********
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Customer Complaints Summary
186 total complaints in the last 3 years.
104 complaints closed in the last 12 months.