Complaints

This profile includes complaints for Mutual of America Financial Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Mutual of America Financial Group

  320 Park Ave Fl 6 New York, NY 10022-6815

  
• 

  Mutual Of America Financial Group

  401 Liberty Ave Suite 2378 Pittsburgh, PA 15222

• 

  Mutual of America Life Insurance Company

  1150 NW Broken Sound Pkwy NW Boca Raton, FL 33487

• 

  Mutual Of America

  4 Westbrook Corporate Ctr #240 Westchester, IL 60154

• 

  Mutual of America Financial Group

  1333 N California Blvd # 660 Walnut Creek, CA 94596

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.

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 a dentist who recently switched jobs. It takes a while for insurance credentialing to be completed so I am out of income for the remainder of a job. I took a withdrawal from my 401k account after terminating my employment with the first company. I submitted all of my paperwork and forms last week on 04/09/25. I selected that my withdrawal would be sent through ***. As of today, 04/18/25, I still have not received my funds through ***. I called MOA yesterday to see what the issue was. He told me that my bank, *****, does not allow **** so they sent my withdrawal through check. I do not understand why this is the case because I've taken a loan from *** before and they sent it through ***. It has been 1.5 weeks since I submitted my withdrawal request and now it is a holiday weekend. I am nervous about being able to pay bills if I am not able to access my withdrawal. I wish to speak with someone to get my funds electronically wired or transferred so I can ensure I have my payment.

  Customer Answer

  Date: 04/22/2025

  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:04/18/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  In mid Marchj2025 I attempted to check on my current RMD request with Mutual of America, in which I have an Fixed Annuity. The *** told me that they could not help me and that a supervisor would call me back. They never did. On/about 4/6/25 I received a notice that they had locked my account and I would have to wait to receive a letter from Mut America. I called them again and were told that a supervisor would call me. They never did. On 4/7/25 I received the notice stating my account was locked and I would need to sign the notice, notarize it and send it back to them, which I did. On/about 4/16/25, I called again, as no supervisor had called me since March, again no one called. Mutual is obstructing the right for me to view and manage my own account.Terrible customer service. No call-backs, nothing has been resolved and they have never told me why my account had been locked. I now need to find out about my current RMD process and if it is on file and date of payment. I have been waiting to hear about my account since March 2025, still no phone calls, emails, nor messages from Mutual/Mutual supervisors. Who knows how long my account was locked and I was never and still, never was told.

  Customer Answer

  Date: 04/21/2025

  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:04/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  They will not let me access my ***************************************************************************************************** an identity verification system. They asked me to identify a car my late husband drove around 15 years ago. I did not recognize it until I thought about it later. Im 81 years old and not good with technology. They want to mail my 1099 to an old address where I cant get the mail. And they wont let me update the address because I cant navigate their automated identity verification system. This is crazy and is a major barrier to service for elderly people like me. They wont even fax it to my senior living facility. I have not had this problem with any other company or agency. My son and daughter-in-law are meeting with our elder attorney on Monday about Mutual of America denying me access to my 1099 which I need as soon as possible as part of a VA **************** application. Mutual of Americas refusal to verify my identity using a different method other than automated bot interview questions is unacceptable for a person my age - especially when the questions are minute details from 15+ years ago.

  Customer Answer

  Date: 04/07/2025

  Better Business Bureau:
  
  While awaiting a response from this business, I called the business again to explain the issue. The person I spoke with today was very helpful and completed my identity verification herself instead of putting me through the electronic bot identity verification system. I was successful in getting the address change form I need to update my address so that I may then request another copy of my 1099 be mailed to my new address. Therefore, I feel that my issue is resolved at this time regarding complaint ID ********. I do hope the business implements new policies for speaking with and assisting elderly clients -- for example, elderly clients should be able to complete identify verifications with live human beings and not be required to go through the electronic bot identity verification system. 
  
  Sincerely,
  
  ***** ********
  
  
  
   
  
  

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 February 15, 2025 our mother, ****** ********* passed away. We (my siblings and I)submitted a beneficiary claim. My mother had approximately ****** in an account at **********************. I was named as one of the beneficiaries. I was sent documents to fill out and return. Which I did at the same time my sister, ***** ********* did. My sister recieved her money and week later. I did not. I called Mutual of America and inquired about my benefits. I was advised it would take 11 days. I continued to wait and each time I was advised something different. Mutual now tells me it's under investigation but nothing else. Each time I call they advise me now I have to wait 5 days from the time they started an investigation. I can't pay my sister back for paying my mom's funeral due to Mutual loosing my money.

  Customer Answer

  Date: 04/04/2025

  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:02/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  The issue is: I made excessive contribution to Mutual of America *** in the amount of $7000. $500 applied to account and $6500 supposed to be refunded to me. I never received my money back.I made direct transfer on 12/15/24. 12/19/23 Mutual of America accepted this transaction, and it was cleared on my bank statement on 12/20/23.I called on 01/02/24 - the representative informed that I already made contribution in February 2023. No more $7000 allowed per year. (However, contribution made in February 2023 supposed to be applied for 2022 tax year. After contribution was made, I called Mutual of America and representative ensured me that this was for 2022). I never received refund. Per representative (om 01/02/24), refund was issued 12/28/24 but it was not cleared that was posed, and was not indicated in which form refund supposed to be posted mail or direct deposit. Investigation was initiated on 01/04/24. I made many phone calls to find about any update but no one in customer/participants services could help. Every time, new representative picked up the phone, I explained the situation every time over and over, and each representative promised to call me back with update about the process or about resolution. Investigation was assigned to Bank reconciliation department, and people who works in participants department complained that no any response was received. All representative said the same do not worry, I or supervisor will call you (shortly, tomorrow). No one called me back. The following useless phone contact were made:12/22/23 (no name) stated that no issue found and just have to be patient and wait.12/26/23 representative stated the same as above.01/02/24 representative informed that I made excessive contribution, and refund was issued (check or transaction # ******* , she was not sure). 01/04/24 spoke with ** ***** , she said do not worry, probably check will arrive by mail, and she will email someone to call me (never called).01/04/24 called again, spoke to **************** She found no information about clearance of refund and that check was sent. ****** initiated investigation stating that personally will keep me informed.01/05/24 I asked to escalate the issue. The representative (no name) discussed the situation with one of supervisor, and supervisor said that it is only 24 hours since investigation was requested, and I will receive phone call. I asked when, she did not give me the answer.01/12/24 spoke with ****** No update. She stated that will send one more email to Bank reconciliation. She provided case # ********* She said that there is no time frame for investigation process. Also, she provided the name of department supervisor ************ 01/117/24 - spoke with ************** I requested to speak with supervisor but he did not help with this. He stated that discussed with colleagues, he will escalate this problem, and will ask his co-worker to call me tomorrow for sure as he will be off. No one called back.01/18/24 spoke with *************** she stated that will discuss with supervisor and will she o supervisor will call me back later today or tomorrow. She stated that will contact for sure, and do not have to worry. No one called.01/19/24 I spoke with ** **** She reviewed the notes, and informed that will email to billing department because refund was initiated in this department. 01/30/24 spoke with ** ***** per herself, she will email to ********************** I am still waiting for response. No one from ********************* called.02/1/24 spoke to ** ****** She transferred supervisor ** ****** ** ***** said that I still have wait, it takes time. She stated there is not time frame for resolution, that she will send one mor email to the Bank. She refused to tell what b. I asked to contact Bank directly but she stated that this des not work this way. Per ** ****** there is no any update on this issue. She promised to call be for any update or if no update yet. She said that will call me before 5 pm and other days but, as usually in this company, she did not call me. Therefore, I still have no idea when my money is and I feel that company sent it to someone else or keeps it for itself. No one takes responsibility for this abusive situation.Please, help me to receive refund in the amount of $6500. Thank you.

  Customer Answer

  Date: 02/07/2024

  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:11/29/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 10/07/2013, I submitted two rollover forms to Mutual of America to initiate two internal rollovers from a previous employer's retirement accounts (Housing Options for the Mentally Ill) to a different Mutual of America account for my current employer (****************************, 403b, plan #******). The first rollover was from a TDA (plan #******) with $14,789.65 and the send rollover was from a SEP (plan #******) with $3,346.90.Per the instructions on the rollover form, I submitted the rollover documents via email, sending them to ******************************.Within the week (on or before 10/13/23), the funds from both the SEP and TDA were emptied.On 10/20/23, I received an email from ****************************** stating that they were processing my withdrawal, and 10/27/23, I received notice via email that my withdrawals were complete.However, I DID NOT request a withdrawal--I requested an internal rollover per the forms I submitted. As of 11/28/2023, my SEP and TDA were still empty, and the funds still have not been rolled over into my 403b. Additionally, though I DO NOT want a check, no check for the erroneously withdrawn funds has been sent to **** am requesting a completion of the rollover ASAP, and to be made whole by receiving a credit for the interest earned on my funds that I have lost due to this processing delay.

  Customer Answer

  Date: 12/01/2023

  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

  Date:11/20/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 requested a withdrawal on 10/16/23. While the withdrawal request was being reviewed my account that had reduced by $50 overnight. I also was not able to review statements as to what my account had been. On 11/01/23 I received an email that the withdrawal had been processed and the fund would be available within 3-5 business days. The *** was sent to the wrong account and my bank sent it back on 11/03/23. I spoke with someone on 11/07 & 11/08 and was assured the *** was resent to the correct account. I have not received the deposit yet as of 11/17/23. All Ive been told is the reconciliation department was notified and I just have to wait. This is not a professionally ran company and I feel the staff is severely understaffed, undertrained therefore unmotivated to assist customers.

  Customer Answer

  Date: 11/27/2023

  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

  Date:11/10/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 mother, ************************, had (has) an Annuity Account with ********************** (hereinafter MOA). She passed on July 14, 2023, and I notified MOA of her death, provided a certified copy of her death certificate, provided updated addresses for beneficiaries, and requested all forms necessary to finalize the distribution of funds from this account. MOA acknowledges receiving notice of ***'s death in August, which is in accordance with my **** receipt showing delivery on August 3. To date, neither myself nor any of the other beneficiaries has received any correspondence from MOA. We have not even received the necessary forms to initiate the claim. The rote recitation of each phone call is "well, they are so far behind". While I might understand some time to review the claim forms, how long can it take to just put those forms in the mail? This delay will cause a great deal of additional work in the filing of Mom's final tax return unless completed by 12/31/2023. A review of other complaints shows a regular modus operandi of delay, delay, delay.

• Initial Complaint

  Date:09/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 needed money so I withdrew everything and closed out my account from Mutual of America in April of 2023. They said they would send me a check. I got the check and deposited it at my bank, Fifth Third. A week later I got a refer to maker copy of the check back. I called the bank and they said there was no money in the account to cash the check and charged me $15 for it bouncing. I called Mutual of America to figure out why the check was unable to be cashed and they said the check is showing that it was cashed on their end. I called the bank to make sure there was no deposits from them or for that amount, there was not so I called Mutual back and told them. they said they will cancel that check and send me a new one. Two weeks later I still did not receive the check so I called again they said the check is showing cashed they will investigate and give me a call back. I have called probably 15 different times and every time the person says I'll investigate and give you a call back by the end of today and no one ever calls me back.. here we are 6 months later and I call again I said I need this resolved immediately and they said they have to open a fraud investigation and it will take around 180 days making this whole situation from the time I received the check to the time of a possible resolution an entire year. I think they are just trying to wait it out to see if I forget about it but $230 is a lot to me it's less than a ***** to them. Plus the banks $15 bouncing fee. They can simply call the bank to confirm I didnt cash it, give me MY money and continue their investigation.. A YEAR OF THIS IS ABSOLUTELY OUTRAGEOUS! If I didnt need that money I wouldnt have requested it!!!

  Customer Answer

  Date: 09/24/2023

  Better Business Bureau:
  
  I have came to a conclusion in reference to complaint ID ********.   It took my bank only a few hours to actually dig deep into my account and find the deposit. They said it was sent through the mobile app to be cashed. I do not remember doing that but appareny I did it during a mania episode and have no recollection of it.. So everything has been figured out. I apologize!
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/03/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 father passed away on January 28, 2023. I was his beneficiary on his 410k account that is handled through Mutual of America. I received a letter in the mail on August 1, 2023 from Mutual of America stating that the balance of my father's 401k account had been electronically transferred to my checking account. Upon checking my account, there is no deposit from Mutual of America. $37,259.26 is missing and they cannot account for it. ********************** has confirmed 3 different times that they have the correct account information and NO ONE will tell me where my money/my father's retirement account funds are. I want my money deposited into my account IMMEDIATELY.

  Customer Answer

  Date: 08/07/2023

  Better Business Bureau:
  
  In reference to complaint ID ********, the business has finally submitted the missing deposit and this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************