We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Voya Financial Inc. has 13 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 301 total complaints in the last 3 years.
    • 131 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:03/13/2024

      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 was told by ***** bank that my life insurance policy with ********* was sold to Voya. It still shows that my monthly payment is taken out under Reliastar, but ***** bank said it is actually Voya. I need my information and have been passed around to several departments. I ended up with someone in **************. My policy is probably thirty years old and has been sold to other companies many times. I was not notified. I wanted the info for the state insurance department to file a complaint but could not get help. I could not get the address to the ***************** I was told **** didnt have one. I could not even reach a supervisor.

      Business Response

      Date: 03/14/2024

      This acknowledges receipt of *****************************;concerns. We are reviewing this matter and will respond directly to ********************************* upon completion of our review.

      Customer Answer

      Date: 03/21/2024

      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:

      Dear better business bureau, 

       

      I am writing regarding my complaint against *************** I received an email saying my complaint was closed because I haven't responded, but I have not had any contact other than a message saying it was being looking into and I wouldn't be contacted later. 

       

      Yesterday the money was again taken out of my account! Please reopen this complaint! 

       

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

       

       

       

       

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


      Sincerely,

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




       

      Customer Answer

      Date: 04/17/2024

      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:

      [Your Answer Here]

       Please do not close the complaint because they haven't resolved the issue, they are still reviewing. 

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 09/04/2024

      The Company dispatched a response to ******************** through **** on April 11, 2024. I reached out to ******************** via email on September 3, 2024, and she returned the call on September 4, 2024. She reported experiencing issues with **** service, which resulted in her not receiving our April response.

      Subsequently, I resent the response to her by encrypted email, although she had trouble accessing it. To circumvent any further complications, I went over the response with her by phone, forwarded an EFT form, and sent the original April response with its attachment via *** using their ***************************** providing her with the tracking number.

    • Initial Complaint

      Date:02/28/2024

      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 have called this company to get my money back. This has been since Nov. I called and told these people I did not want to opt in. Yet, they state my information is not correct. I have checked with my HR and it is correct. So no it is not a employee issue. The issue is Voya they hung up on me, they state they have 2 system and in one system my SSN is correct and in the other is is not. They will not let me speak to a manager. They kind saying they are working on the issue but it is there busy season. Like I been dealing with this since NOV 2024. However they send me mail and I also have a online acct. So how is my information wrong. They transfer me around like a hot potato. All I want are my funds back.

      Business Response

      Date: 02/28/2024

      The customer was provided a response on 02/28/2024.
      Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

    • Initial Complaint

      Date:02/21/2024

      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.
      Late last summer I decided to hire a financial advisor where I ultimately rolled over and consolidated my old retirement accounts one of which was through VOYA. I had a great deal of trouble doing the rollover with them. The check was supposed to be made out to my rollover account, but the envelope was to be addressed to my financial advisor with them being the addressee. The addressee on the envelope was my account rather than my financial advisor's place of business. The check ultimately got returned to VOYA as undeliverable. I had already followed up with VOYA a couple of times asking for the check by then. By the time I found out what happened, I demanded that it be put in a special envelope and overnighted to my address. I then in turn would send it on to my financial advisor, which I did. Doing so required my coming home during my noon hour to retrieve the check, because the carrier was not **** and did not have access to do anything with it but put it on my porch. I recently received the tax form associated with doing a rollover. As an accountant I disagreed with a piece of information on it, so I called VOYA to question it on 2/8. The lady said she was looking at it on her end, and it was as I would have expected. They were to send a corrected one. I received the new one on 2/16. Nothing was different. I called again and got who I think was the same person who said that the law said they weren't required to fix what I wanted them to. If that was the case, I should have heard that in the first conversation. My financial advisor's assistant gave me something else to cover for what I wanted fixed, so the issue is resolved. I just got a message on my voicemail this evening from VOYA wanting me to call back with no hint as to why. I called back, and after sitting on the phone for ************************************************ that my tax form was available online. What a waste of time. I just want to be done with them.

      Business Response

      Date: 02/21/2024

      The customer was provided a response on 02/21/2024.
      Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

      Customer Answer

      Date: 02/22/2024

      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:

      I wanted reimbursement for time wasted by poor service.  I didn't get it, because they said they would only reimburse for our of pocket expenses.  When the representative called me at work yesterday unsolicited, she never validated or acknowledged that they did something wrong but rather said she would listen back to the recorded phone calls and use it for training.  That doesn't help me. As for expenses, I technically had some with having to drive home to get the check and pay to send it on to my financial advisor.  They fail to recognize that people's time has value.  Being as I no longer have account activity with them and have what should be final paperwork in the way of my tax form, we have no reason to communicate in the future.  They are not to initiate contact at any point in the future in any format.

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 02/27/2024

      The customer was provided a response on 02/21/2024.
      Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

      Customer Answer

      Date: 02/28/2024

      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:

      [Your Answer Here] I only see a repeat of their previous answer.  There is nothing more to discuss.  My do not order still stands with respect to ****, and I think we should close the complaint with an unresolved status.

       

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:02/21/2024

      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 enrolled me in Voya's 401k at the start of 2024, and shortly thereafter I tried to register for an online account. Voya would not allow me to register because the social security number they have on file is off by one digit. At their request, I sent a copy of my social security card with the correct information to their office in late January 2024, and was told that once they received it they would update my account information within two to three business days. It has now been nearly a month and they still have not updated it, so I cannot access my account. I have been calling every couple of days and get a different excuse each time and never an answer as to why they haven't updated the information and why I still can't access my account. They always tell me they will escalate it and to give them another two to three business days. At this point, it feels like this will never be resolved and I will never be able to access my account. I had my plan administrator in my HR department log into the portal on her end to see if she could get any more information, but she could not. She was able to see the information she had input when she registered me, which had the correct social security number, so it seems the error was most likely on Voya's part. I am now stuck in limbo and **** has shown no urgency to resolve the issue. All I want is to be able to access and manage my retirement account, which does not seem like an unreasonable ask, and I cannot continue to call them every couple of days, spend half an hour on the phone, and ultimately get no resolution. I would like the BBB to step in and help facilitate this resolution.

      Business Response

      Date: 02/26/2024

      The customer was provided a response on 02/23/2024.
      Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

      Customer Answer

      Date: 03/04/2024

      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.

      Sincerely,

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



       

    • Initial Complaint

      Date:02/16/2024

      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 mom passed away from breast cancer on 1/15/24. I have been trying since then to get information on my mom's life insurance policies to help my father keep his house. I have requested a call from the claims **** ******** on multiple occasions, once waiting for an operator to connect me and her refusing to take my call. She put in her notes that she called me and NEVER ONCE DID. I have requested documentation and tax documents from them on multiple occasions for a month now and have received nothing. It's hard enough dealing with the loss of my mother, this company making it impossible to get any of the information I need and ignoring my requests is pushing me over the edge. My husband dealt with the same situation with the company when his father passed. I have no words for the frustration and heartache this company is causing me and my family. Just call me back and give me what I am asking for why is that so difficult?

      Business Response

      Date: 02/20/2024

      The customer was provided a response on 02/16/2024.
      Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

      Customer Answer

      Date: 02/23/2024

      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

      Date:02/15/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 a retirement account with **********************; I have had this account over 30 years. In mid-January, 2024, I discovered that Voya removed $10,700.00 from my account without my knowledge. I did not request a withdrawal or transfer of funds. I have made numerous phone calls (1/17/24, 2/1/24, 2/6/24, and 2/14/24) to have this investigated and the money replaced back into my account. On three occasions (2/1/24, 2/6/24, and 2/14/24), a Voya representative offered to give me a phone call to let me know the progress on this situation. I never received a phone call. I request that the $10,700.00 be replaced into my retirement account immediately. In addition, other than my basic profile information, my account information has been removed from the website. I request that my account information be restored.

    • Initial Complaint

      Date:02/15/2024

      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.
      I have hospitalization benefits through Voya and they are ignoring my claim. I have submitted all my info twice now and they wont pay me what Im owed for one night in the hospital

      Business Response

      Date: 02/23/2024

      The customer was provided a written response on 02/15/2024.
      Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

    • Initial Complaint

      Date:02/13/2024

      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.
      My employer closed on 02/01/2024 with no notice. I contacted **** to request access to my 401K so I can pay my bills. My employer was unable to make payroll. **** advised me that I have to be inactive in ADP's system. I contacted ADP and was advised that I was inactive in their system and was transferred back to Voya. **** advised me that there is nothing I can do because I am still active. In addition to that, I requested a PIN so I could access the system. They advised me that they could only send it by email to my old employer, which is impossible because they are closed. Their internal processes are unreasonable and designed to not provide access to people's funds when they need it. I will never invest in an employer retirement plan again if **** is attached.

      Business Response

      Date: 02/21/2024

      The customer was provided a response on 02/15/2024.
      Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

      Customer Answer

      Date: 02/22/2024

      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:

      The left me a voicemail advising what their policy is. The problem is that the process they have designed does not provide any flexibility when someone needs to access the own resources. Five different people set five different expectations when I contacted their customer service center. All of those expectations proved to be incorrect. 

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 03/08/2024

      The customer was provided a response on 3/8/24.
      Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

    • Initial Complaint

      Date:02/13/2024

      Type:Order 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 Financial is refusing to release my HSA funds after I have submitted the proper requests via their website. Because on their negligence I have been placed in a position of extreme hardship, specifically financial harm and an eviction process. The request for my funds began with the death of my mother and the necessity of me being able to pay for and attend the funeral. Based on promises from Voya Financial representatives I spent funds necessary to pay my rent and bills. Now they are refusing to close out my account and distribute my funds although it has been two weeks past their stated time to process the request for funds.

      Business Response

      Date: 02/13/2024

      The customer was provided a response on 2/13/2024.
      Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

    • Initial Complaint

      Date:02/08/2024

      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.
      I have the health care POA and financial POA for my elderly mother who is in a nursing home. I have been trying to contact **** to access her retirement account for several months. There is no way to email them from my mom's account page (although **** claims they have a customer service drop down option in the account tab -- not true). There is a fraud hold on the account due to a false claim by my mother's estranged husband, who is not an accountholder. **** has multiple ways to confirm the claim is false, including by contacting the police officer who investigated this same claim. I cannot get a call back from anybody. This hold needs to be lifted so I can pay for my mother's nursing home bills. Voya is ghosting me -- unacceptable and illegal.

      Business Response

      Date: 02/20/2024

      The customer was provided a response on 02/12/2024.
      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.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.