ComplaintsforVoya Financial Inc.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 16, 2023, I requested to rollover my PTC Plan balance at Voya Financial of ******** to my *************** at ********. I have not received the money and now I do not know what to do. Voya proceeds to let me know that it will take 2-4 weeks to see the rollover amount. This rollover was a mobile rollover that was supposed to be sent directly to ********, not to me. I called ******** on February 16, 2023 to let them know the money is coming and they confirmed. I didn't see the money on the ******** Account in April. When I should have seen it in March. I called again on April 10, ***************************************** that they couldn't find the check and to call Voya to resend the check. I called again in April 10, 2023 to Voya and they said they would cancel the previous check and send a new one. Again, **** said 2-4 weeks. It has been 8 weeks since April and I still have no idea where the check is. I fear that I have lost this money because the Voya account now is at **** and my ******** has received no notifications. I have also been checking the mail to see if maybe they sent the check to me on accident even though the idea was to send it to ********. Could someone help me resolve this?

  Business response

  06/23/2023

  **** has made numerous attempts to connect with ****************. At this time the customer has not contacted us back. A letter has been sent to the customer as well. If this is still an issue, **************** can reach out to *************************** at ************. Thank you 

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ended my employment with my previous employer on 04/21/23. I contacted Voya Financial 04/24/23 to let them know this and that I wanted to withdraw the funds from my 401K and close the account. They stated that they had to wait until the employer sent them a letter with my last date of employment. I called Voya on 04/28/23 to check the status and they stated they hadn't received anything. I let them know I received a letter from ******** concerning my 401K with them and for any questions to contact **** directly. I faxed a copy of the letter 04/28/23 as requested. I then contacted the HR rep at my previous employer who sent the letter and she stated they would have my last date of employment by 05/02/23. I called Voya on 05/03/23 to follow up and they stated they still hadn't received my last day of employment and I advised them that my previous employer stated they had it because it was submitted with payroll. I called Voya on 05/04/23 and then the rep stated they had the date and now I could complete the paperwork. I completed and faxed all required documents including notarizing them on 05/08/23. I contacted Voya on 05/11/23 to check the status and make sure nothing else was needed. The rep stated that they were waiting for my request to be approved by my previous employer. They stated that this was their policy and that do not contact the employer and there was nothing they could do. I contacted my previous employer, and they stated **** should be able to assist me with this and that they HR person **** was stating was the "contact" person was at a conference and an email was sent to her informing her of what was going on. I contacted Voya 05/12/23 to follow up and the reps stated there was nothing they could do, and this was what I signed up for. I asked to see a copy of what I signed up for and they said I needed to contact HR of my previous employer. Voya has not been helpful in any way and most of the reps have been rude and dismissive.

  Business response

  05/19/2023

  A response was provided to ********************** on May 16, 2023.
  
  Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

  Customer response

  05/22/2023

  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

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Voya has continued to fail to send rollover to *******. Lost check and then second check mailed to wrong post office box. I was promised that on Tuesday May 9 a third replacement check would be mailed out and I would be issued another tracking number. Today I have has no contact or tracking number for check that was to be mailed out over night to me. What is this fraudulent and misleading financial institution that is witholding my financials from me? The representative named **************** has failed 3 times now and this request began on March 12 2023.

  Business response

  06/01/2023

  A response was provided to **************** on May 17, 2023.
  
  Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 2023 I requested a claim form as beneficiary of my deceased husbands policy. Voya always mailed to our PO box. I have no physical mail box. A few weeks went by, I contacted **** about the forms. I was told they were mailed to my physical address. With my ******** Life (***) agent on the line, **** offered to email the documents to me. I received the documents immediately. I completed them and then emailed to a Third Party Administrator (TPA) as I dont have fax. Due to email, I masked SSN. After waiting another few weeks, I received confirmation from TPA they faxed to Voya. I contacted ****, they recommended I fax the application page with full social security numbers (SSN) as it was in process that day. I went to my bank to have them fax the page to Voya. April 4, 2023, **** confirmed they had the cover sheet, verified my SSN and told me I should allow 5 business days for the money to be transferred to ***. I advised my *** agent she should receive the money by 4/10/23. On 4/25/23 I contacted my agent at *** and she said money not received. **** said they mailed a letter to me on 4/5 (I didnt receive) informing me they were waiting on the *** letter of acceptance which *** sent on 4/6. 4/25 **** claimed they were still waiting for an acceptance letter from ***. Over the last 3 days, we have communicated with **** about them not receiving our faxes. They gave us two different fax #s as well as admitting they have 18 fax numbers. Supervisor #2*** cant tell me if they are digital faxes or actual machine faxes. Supervisor #1 ***** called me a few hrs after we hung up( (intention was to confirm receipt of fax) to give me a different fax number. Each person we spoke to including 1st Supervisor told ** it takes two hours before they see the faxes. *** informed me it takes 2-4 hours as well as same time period to see an overnight. We have overnighted the form. Tomorrow *** is supposed to call with news again on status of faxes and overnight

  Business response

  05/04/2023

  A response was provided to ****************** on May 2, 2023. Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Requested a 401K loan on 3/27 and didnt want to pay their ridiculous expedite fee of $50. Was told 5-7 business days for a check to arrive, somehow they pushed this to be 10 business days before they would help. 4/11 (day 10) I called and asked that they cancel the previous and issue a new one expedited, they finally agreed. First check arrived 4/12 but has already been canceled. Its simply not logical that they sent a check 3/29 as their system stated and I didnt receive until 4/12. Called 4/12 just to verify this was the first check, and the woman actually told me it was the correct one and that I should cash it, she saw nothing in her system noting a new one was requested issued until I pushed further. She then found the info stated it was canceled and the new one would arrive no later than 4/18 and tracking would be available 4/14. Called for tracking today and this rep told me the new check hasnt even been issued and can take up to 7 days!!!! Said she would overnight it (which I was previously told was not possible), I requested tracking and she said its not going to be available until 4/19. But if you overnight on 4/17 shouldnt my check already be here by then? This is a scam. Ive already made a payment towards a loan they are withholding, do not trust them.

  Business response

  04/21/2023

  A response was provided to *** *************;on April 19, 2023.
  
  Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

   

   

   

• Initial Complaint

  04/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My case manager, *********************, was very difficult to communicate with and she lacked professionalism. Throughout several conversations he was condescending and spoke over me when I would ask questions to understand the process better. There was a lot of back and forth between me, her, and my medical provider. I felt intimated to sign a waiver for Voya to have access to my very detailed, personal documents from my medical provider because if I didn't, my claim would not have been approved. Even after that had access to those records, they demanded my medical provider perform a "mental capacity evaluation". This evaluation was very insulting and annoying to do. My medical provider said she has NEVER had to do anything like this for a client in her entre career. She lacked the ability to provide details when asked and she made very insulting remarks regarding my medical condition referring to me as "mentally incapacitated. I requested corporate information and she provide vague answers by saying "*****" instead of providing the actual information. I requested a new case manager several times and there was never a follow up from that request. I also requested to speak with her manager ******, and I never received a follow u call from him either. When I called to follow up, the rep confirmed he attempted to call but had the wring number. How ? Even then it was approved for the wrong dates. I submitted my claim in September of 2022 and it wasn't approved until March 23, 2023. I went MONTHS without income. I absolutely hated the experience and lack of professionalism. ********************* was the absolute worse part of the process and I hope no other customer has to deal with her in the capacity I did. She was very unapologetic when I would share my thoughts about her lack of assistance. She should be a correctional Officer or some other profession where customer service is not a s valued or expected. I still have not received the follow up I have requested.

  Business response

  04/26/2023

  On April 11, 2023, we received a Better Business Bureau complaint dated April 11, 2023 submitted by ****************************
  
  We take this complaint very seriously, however, we cannot provide a detailed response due to privacy laws.  We are reviewing this matter in detail and will respond directly to *****************
  
  If you should have any questions, please contact me at the number below.
  
  Sincerely,
  
  
  *************************
  Senior Manager
  **************

• Initial Complaint

  03/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Voya has sent me pin numbers to access my 401K that the system rejects. They have sent pin numbers also to my email account with previous employer that I have no access to. The pin I received by mail their system rejected 3 times locking me out of their system. Today they are overnighting a pin that they believe I will receive on Monday April 3. It will probably be rejected just as the previous one was. Unless I am given immediate access to these funds to be rolled over to another financial institution I will take this to the Attorney General.

  Business response

  04/10/2023

  A response was provided to **************** on April 10, 2023. Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

  Customer response

  04/12/2023

  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

  03/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  12/31/2020 **** submitted an incorrect **** to the **** The *** has made me aware of the error and it must be corrected to avoid adverse taxes and penalties. I made Voya aware of this problem on 3/6/2023 and was told it would take up to 5 business days. It has now been 8 business days and no one at Voya will respond. The *** has given me a deadline to respond and Voya is being extremely irresponsible in the matter.

  Business response

  03/26/2023

  A response was provided to **************** on March 24, 2023.
  
  Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** has never had the correct information and claimed to send me a pin. I want to access my money, but due to their horrible records I have to have them repeatedly send me mail of a pin that never comes. All I want to is to move money from this horrible company.

  Business response

  03/10/2023

  **** has made numerous attempts to reach **************** but he has not returned our calls. The correspondence requested was sent to **************** on 02/15/23. Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dec 2 I moved my 401k from Transamerica to ADP. Now Voya has my money and is sending me statements?? Also short about $1000 of my transfer to Adp. I found out my prior employer moved to them, but weeks after my Dec distribution documented filing. Now I have called Voya and left messages with agents 5 FIVE times and nobody in escalations will call me back. Meanwhile I have a lot of missing money. Absolutely the worst customer service. Also who selected these funds Im getting statements on????? I sure didnt!!

  Business response

  02/14/2023

  A written response was sent to the customer on Monday, February 13, 2023. The root cause of the customer's issue is with the previous record keeper, not Voya.  
  
  Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

  Customer response

  02/16/2023

  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:

  [Voya failed to return my 6 calls for several weeks causing me to lose even more time & money, growing faster at my selected new investment company.  I spoke to the prior provider again, and they verified they were not the delay that caused me to loss $900+ when my money was taken by ****, instead of my timely requested transfer to ADP.  It sounds like Voya and their client need to straighten out their record keeping, **** was/is very confused about many things.  They thought I still work for their client (not since 7/22) and tried to make that the reason for the error.  Regardless, a lot of this could of been circumvented with a simple call back.  The only way I was able to get a call back to locate my money was by reporting them to the BBB]

   

   

   

   

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

  
  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. ↩