ComplaintsforVoya Financial Inc.
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Complaint Details
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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.Initial Complaint
04/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Last year I was awarded 50% of my now exhusbands 401k..I have made at least 7 attempts to get in touch with someone to take care of this situation as well as having my attorney mail the attached document reminding the company that BY LAW they are REQUIRED to release these funds to me. There has been zero attempt on their part to give me access to this account that they have put the money into nor give me documentation to state where/how I want this money dispersed. This company is illegally withholding money that is by law mine. I have filed a complaint with the ************************ as well as here on the BBB site...If they do not allow me access to this money for it to be released my next move will be hiring an attorney and suing.Business response
05/01/2024
The customer was provided a response on 04/24/2024.
Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.Initial Complaint
04/22/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I submitted receipts for health care costs for *******. Under my health care plan they give me back up to 1250 of my health care costs. They sent an email on March 28, saying a check was processed an mailed. As of April 20,2024 I have not received a check. Upon contacting voya they said I needed to fill out a check cancel form and file for repayment. Why can't they stop payment on the check and process another one.Business response
04/30/2024
The customer was provided a response on 4/30/24.
Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.Initial Complaint
04/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I worked for Los Angeles Unified School District (LAUSD) for 23 years. During my employment with LAUSD, I set up a 457b retirement plan through Voya. I left ***** in July 2023 to move to another part of CA. To help with moving expenses, I took all my money out of my Voya 457b account. However, **** did not close the account and continues to send me statements. I have called twice to close my 457b account and **** has refused. I've given them all information I can give - name, date of birth, social security #, former address, and **** still refuses to close my account. I don't want any money back since there's only $21 in the account. I simply want the account closed so I stop receiving statements. **** continues to refuse. They are not honoring my customer request. This is horrible customer service. PLEASE CITE THEM AND FORCE THEM TO CLOSE MY ACCOUNT NOW.Customer response
05/11/2024
At this time, I have been contacted directly by Voya Financial Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:
They have not closed the account, as requested. It took them nearly 2 weeks to reach out the first time when someone called me to leave a message. I returned the call, left a message stating specifically I wanted my account closed. They called again after 2-3 weeks and left the same message, still not closing my account. I called back, left another message stating the same thing. Another 2 weeks went by, another call, same message, still not closing my account. I returned the call, left message, stating again I just want my account closed. NO RESOLUTION. All I want is for Voya to call and leave me a message, stating my account has been closed and I won't get any more statements or hear from them again. They still haven't managed to do that.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business response
05/24/2024
The customer was provided a response on 5/24/24.
Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.Customer response
06/04/2024
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 - AS LONG AS MY ACCOUNT IS CLOSED, which I believe they have done. If my account is NOT closed and I continue to receive statements from Voya, I will re-file my complaint.
Sincerely,
*********************
Initial Complaint
04/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
April 1,2024, I filed a hardship withdrawal online with Voya Financial to withdrawal funds to pay for my daughters college semester. I provided a copy of the amount due that the school provided, and other receipts. The claim went unanswered and was denied without being notified. I called on April 8th to get status and was told it was cancelled because I did not provide receipts. However, the application online does not allow you to submit it without the documents. If you do, you have to check a box that you will provide them later. After finding out a week later that my request was cancelled, I filed another one. That request was also cancelled for reasons I do not understand. I provided receipt breakdown and was told it was not sufficient to their needs. April 12th, I called to close the account and have the fund released. Which i should be able to do once i accepted the penalties, which i did. I was denied access to funds that I have every right to access for my daughters education and not one piece of communication has been sent to be that the claims were denied. The only reason I found out was because I called.Business response
04/16/2024
The customer was provided a response on 4/16/24.
Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.Customer response
04/24/2024
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:While I have been contacted and been in contact with **** about this, I still do not have the money that was requested and they said was approved and sent. This will be resolved once I have the money.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business response
05/08/2024
The customer was provided a response on 5/8/24.
Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.Customer response
05/16/2024
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
04/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My wife died December 8th 2023. She would go. To kidney dialysis, Monday, Wednesday and Fridays. This is a critical illness. She could not get on the kidney transplant list. You have to be healthy to consider you to be on there. You have to be Out of the hospital to either be considered on the list. Which is 90 days she She could not stay out of the hospital. Want out of the hospital. You have to stay out another 90 days which was hard for her. Nothing more the Doctor can do. All her vital organs shut down. I was there when she passed away, holding her hands.Business response
04/10/2024
The customer was provided a response on 04/09/2024.
Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.Initial Complaint
04/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I've been trying to take off my old Sun Trust checking account that has been closed for over 3 years off of my account and add my new account but they just keep telling me it will be done tomorrow but it's still there and I still can't put my new checking account on there. I contacted **** and they did nothing.Business response
04/25/2024
**** 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
184 total complaints in the last 3 years.
102 complaints closed in the last 12 months.