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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 13 locations, listed below.

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    Customer Complaints Summary

    • 301 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/11/2025

      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.
      I am waiting on my termination (retired) settlement from 401k. We were due on March 3 2025. Everyday when we call we get different people and different answers. The check was sent by regular mail (should have been wired). They have exceeded the mailing time. Now they want us to wait another 10 days then start the whole process again. They dont even use tracking information

      Business Response

      Date: 03/13/2025

      The customer was provided a response on 3/12/25 and 3/13/25.
      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:03/10/2025

      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.
      Voya refuses to help with a hardship withdrawal. You cannot submit a form without submitting documents in the form. Yet Voya denied my hardship withdrawal, stating no documents were submitted when I applied. It is impossible to apply without submitting documents, so for them to say i have none in the system makes 0 sense.

      Business Response

      Date: 03/14/2025

      The customer was provided a response on 3/14/25.
      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:03/10/2025

      Type:Sales and Advertising 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.
      Per the plan of my 401K I have the ability to take two loans. I had two loans opened and on 2/14/2025 I paid off the lower loan. I was informed that there was a 15 day waiting period after paying one loan to conduct anymore activity. March 1, I called Voya and was informed that it isn't 15 days, but 15 business days, and to call back on March 7. On March 7, I called due to not being able to conduct a loan. I was then informed it was 15 business days from the day that the payment reached ****. Each time there's a different criteria, and the verbiage in the plan states "15 days", not "15 business days", nor "15 business days upon payment". No one seems to know the date as the last date given was perhaps March 13 or March 14. It's unacceptable to handle 401K funds so recklessly and without due care and regard for financial hardships.

      Customer Answer

      Date: 03/11/2025

      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:03/03/2025

      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.
      I had an amount put into my retirement account around $40,000 with VOYA that I want to get $10k out. They keep making me put in paperwork that are unreasonable.

      Business Response

      Date: 03/05/2025

      The customer was provided a response on 03/04/2025.
      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:03/02/2025

      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.
      I have been waiting patiently for my claims to be processed. I was in the hospital 3 times in February and I put in claims for the hospital indemnity I have. The first two claims are past the due date they stated and the third claim states they can't find that claim number when they are the ones who gave me the claim number to start with. I've been dealing with health issues and currently on medical leave from work. I just want my claims processed and my funds due to be sent to my direct deposit. You shouldn't have to jump through hoops especially with health needs. *************** *************** **************

      Business Response

      Date: 03/04/2025

      The customer was provided a response on 03/04/2025.
      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:02/28/2025

      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 am transferring my 401k to ******* *****. They said that they mailed me a check on 2-20. Have not received any was told that they are having computer problems and don't know when I will receive my check and my balance is zero in my account. I have been told 3 different reasons. I believe they are floating my money.

      Business Response

      Date: 03/04/2025

      The customer was provided a response on 03/04/2025.
      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:02/27/2025

      Type:Billing 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.
      Voyager customer service **** have continued to refuse to update my federal, state and local tax withholdings as requested ******** times. ******** times after stating the information has been updated. In the past this company has also refused to update my direct deposit information. I was told by various representatives in the past that my account was the only account having the direct deposit issue and eventually i received an apology from a supervisor there. Currently my tax withholdings are still not updated as requested. This company post false information stating on their company voice message that customers can update these preferences themselves but the tools clearly do not exist on any customer account page(s) for completing these updates. These fields are do not open for doing so.

      Business Response

      Date: 03/05/2025

      The customer was provided a response on 3/5/25.
      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:02/21/2025

      Type:Billing 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 incorrectly entered data into my account; entering my date of birth as the start date of my employment. Their inattention to detail and unreliability has delayed my request since 2/7/28 to close my account and caused me personal harm.They said they would call. They didnt. When I called, the answer was basically dont call us, well call you.I resigned my job 1/28. A one month delay to talk about the clerical error that they made before even beginning the withdrawal process is unacceptable. Its also hard to tell on the Voya website how to close an account or how to request a hardship.Additionally, I believe that one or more agents have deliberately dropped me from the queue, one apparently pretending that she could not hear me after I mispronounced her name. I explained from 2/7 beginning that that I have just had major cancer surgery and am in danger of losing my housing, and that I would appreciate attention to my request to close my account, or at least perform or a hardship withdrawal because of their error, yet the answer is the same. Silence and inaction. The delay has caused me some harm; my rent is late and Ill have to cancel business travel with my new job for an important media event with new clients.

      Business Response

      Date: 02/26/2025

      The customer was provided a response on 2/25/25.
      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:02/20/2025

      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.
      My employer uses this company for our 401k unfortunately. This has been abysmal to say the least. Being given incorrect info that greatly affected me to unengaged and unprofessional customer service ****************** appear to be ran like a sweat shop. 9 times out of 10 I get some foreigner that barely speaks/comprehends English. My initial issue is that my account states I am privy to 2 loans and several agents agreed. The website which is another hot mess, only allowed one. Called Voya and they as always dont know anything and had to submit a research claim. Was advised to call back in 5 days which I did and each time, ***** knows what the heck is going on. You all are dealing with people money. The lackluster and lack of urgency to provide CORRECT info is appalling and downright unprofessional. Today I call AGAIN and get some woman that sounded lie she literally just woke up. Her kids screaming in the background just ghetto.. This is not the only time this has happened. If you are going to allow your ppl to WFH, they must be attentive and helpful! Of course after she fumbled through the call and had me on hold- call drops. how convenient and of course she made no attempt to call me back. I WANT AN ANSWER ON WHY THERE IS NOT A LOAN 2 OPTION.

      Customer Answer

      Date: 02/24/2025

      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:02/17/2025

      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.
      On 2/5/2025, I submitted a request for a hardship withdrawal to save my home. It was denied, but I didnt receive a notification about the application being denied- I just happened to check the next day. I was told that I needed to update my address with my employer, which was completed the same day on 2/6/2025. I ended up leaving my previous employer on 2/11/2025. As of that day, with speaking to two representatives at that point, my address wasnt updated on Voyas website. I was told to fax my updated address information to Voya, for which a representative said shed enter a ticket which could take up to 20 days(to update an address is RIDICULOUS- also, there was never an option to update on Voyas website). Speaking to another **** whose behavior as a CSR was DEPLORABLE on 2/12, I had to advise her NUMEROUS TIMES that I updated my address with my now previous employer a week prior to that when she continues mentioning that I needed to update with them. After going in several circles, she said that Voya would update my address as soon as administratively possible- what does that even mean!? Voya can wait 6 months if they choose to!? I even asked to speak with a supervisor several times and her reply to me was weeeellll, what do you need to speak with a supervisor for?because IM AN UNWILLING PARTICIPANT at this point. I was told a supervisor would contact me within ***** hours. Theres been no supervisor contact. **** still has my money. AND, AS OF 2/17/2025, MY ADDRESS IS STILL THE SAME ON THEIR WEBSITE SO I COULDNT WITHDRAW IT AS IM REQUESTING.

      Business Response

      Date: 02/28/2025

      The customer was provided a response on 2/25/24.
      Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

    Voya Financial Inc. is NOT a BBB Accredited Business.

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