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Business Profile

Employee Benefits Insurance

Empower Retirement

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Employee Benefits Insurance.

Complaints

This profile includes complaints for Empower Retirement's headquarters and its corporate-owned locations. To view all corporate locations, see

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Empower Retirement has 6 locations, listed below.

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    Customer Complaints Summary

    • 571 total complaints in the last 3 years.
    • 192 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/16/2024

      Type:Product 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.
      I have been trying since November 1st to get my first *** sent to me. They first told me I owed money on my husbands RMD's since his death. I had to hire tax consultant that told me, that the account was mine and Enpower had mis-informed me. Then they sent me ten pages to fill out. I filled them and sent them back. Ten days later I get letter saying I need to call them. I was told they only had 7 pages and I needed to fill them out again. My financial advisor and I filled them out on the phone with Enpower representative. The pages were faxed over Dec 3rd. I was told the request would be processed by Dec 12th. Dec 13th I called the papers hadn't been processed. This time I was told it was due to extra security on my account although they didn't ask me anything different. I was now told I would get confirmation by e-mail by Dec 20th. If a check is not processed by Dec 31st I will get penalized thru no fault of my own. These people don't seem to know what they are doing and each time I get another person and a different story. I want the *** as requested and then the rest of my funds transferred out of there as soon as possible

      Business Response

      Date: 12/30/2024

      Thank you for bringing BBB Complaint #********, dated December 16, 2024, to our attention. We are conducting a thorough review of the issue and will provide the customer with a written response once our review is concluded. While we are unable to share the details of this response with the BBB due to privacy concerns, the customer may share this response with the ******************** at their discretion. We again appreciate you bringing this matter to us for review.

      Sincerely,

      Empower

      Customer Answer

      Date: 12/31/2024

       
      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.

      Sincerely,

      *** *******

    • Initial Complaint

      Date:12/16/2024

      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.
      Spoke to Jade today - call center representative - who, after advising her of what I was calling about today, "err"ed and "umm"ed her way out of the coma she was in to remember that she spoke some kind of english enough to become an irritation. I requested to speak to her manager since she was evidently rolling out of a med or food coma and wasn't capable of paying attention to doing the job. This agent placed me on hold for 20 minutes without bothering to check back. Eventually I disconnected, made a 2nd call, and had to start over. HERE'S THE PROBLEM. If EMPOWER plan on using low-wage help in 3rd world countries GIVE THEM the tools they need to answer simple questions i.e. EMAIL ADDRESS TO SEND TO AN ACCOUNT MANAGER. Don't you think it is GARBAGE level customer service to subject the customer to dealing with the 3rd world country call center IF IT ISN'T NECESSARY??? Granted, ** SHOULD HAVE GIVEN ME his contact information at the time that I spoke to him when the rollover was coordinated with Voya - but he didn't. I want to be contacted by someone in leadership because at the end of the day - MY TIME IS VALUABLE to me and I do not appreciate spending 55 minutes on the phone with your offshore **** and accomplishing NOTHING! I initially called to check the status of the rollover and from that point got nothing done but increasing my blood pressure!

      Business Response

      Date: 12/27/2024

      Thank you for bringing BBB Complaint # ******** dated December 27, 2024, to our attention. In order to protect the privacy of our account holders, we will research the situation and will respond directly to Ms. ***** We again appreciate you bringing this matter to us for review. 

    • Initial Complaint

      Date:12/14/2024

      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.
      This company fraudulently collected monies for expedited services; however, they did not send the service expedited. The check was sitting on the representative desk because she was disgruntled. I would like my account reimbursed since they failed to provide the service I paid for.

      Business Response

      Date: 12/17/2024

      Thank you for bringing BBB Complaint # ******** dated 12/14/2024 to our attention. In order to protect the privacy of our account holders, we will research the situation and will respond directly to Ms. ******* We again appreciate you bringing this matter to us for review. 

    • Initial Complaint

      Date:12/13/2024

      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 affected by ********************** and requested a hardship withdrawal in order to repair my home from the damages I received. I needed a whole new roof replacement according to my insurance and got a quote from the roofing company which was $33,706.89 . On my hardship application I requested $12,000 but they only granted $7,166. That amount was my deductible. My insurance awarded me $15, ******. towards my new roof. So $15,****** plus $7,166 equals $22,744.52 which leaves me $10,962.37 difference between the insurance payout, Empower payout and roof estimate. I also attached an interior repair estimate with my hardship withdrawal that was caused by Hurricane ******. That was in the amount of $8,038.50. $19,000.87 is the total amount I need for my repairs. There was no explanation by Empower on why they did not grant me the $12,000 withdrawal and only gave me $7,166 when I clearly showed my expenses repairs exceeded my insurance payout and deductible. I submitted multiple other withdrawals request in order to repair the interior of my home but was unsuccessful. I talked to different employees and they all say something different. The email they send is non informative. The last person I talked to said they wont payout twice for the same bill but they never paid out for the interior of my home let alone fulfilled my original request of $12,000 if that was indeed the case. I would like them to fulfill my withdrawal request as I submitted everything that was required so I can repair my home from the natural disaster.

      Business Response

      Date: 12/24/2024

      Thank you for bringing BBB Complaint # ******** dated December 13, 2024, to our attention. In order to protect the privacy of our account holders, we will research the situation and will respond to the customer directly in writing. We again appreciate you bringing this matter to us for review.

      Sincerely,

      Empower

    • Initial Complaint

      Date:12/09/2024

      Type:Sales and Advertising 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.
      Empower retirement plans is telling me I have a coding problem that does not allow me to make desired trades in my own account. This problem has existed since they have had my account in September 2023 and I have been diligently working with them on this issue since June of 2024. I have 2 current and urgent service requests open with their service desk and the most recent issue deals with the distribution of $25,000 that disappeared and is not reflected in my account balance. As a 401k plan fiduciary they have committed to responsible money management and resolutio with timely transactions. I have complied with their requests to resolve the issue however the coding error still restricts my account. Several times they have suggested the problem has been resolved but I still come up with the **** 400 Bad Request error while attempting to transact investment changes. My account has been locked for transactions and that does not seem legal to me as the participant. I am requesting resolution so that I may trade my account just as any other participant is able to.

      Business Response

      Date: 12/26/2024

      Thank you for bringing BBB Complaint # ******** dated December 9, 2024, to our attention. In order to protect the privacy of our account holders, we will research the situation and will respond to the customer directly in writing. We again appreciate you bringing this matter to us for review.
      Sincerely,
      Empower

      Customer Answer

      Date: 01/06/2025

      I just received the written response from Empower. It acknowledges awareness of the problem however there is no resolution. I would hope they continue working toward a solution. 
      Thank you
      ****** *******

      Business Response

      Date: 01/17/2025

      Thank you for bringing the additional concerns regarding BBB Complaint # ******** dated December 9, 2024, to our attention. For the protection and privacy of our account holders, we are unable to share account specific details via the BBB due to privacy concerns. If you continue to experience any participant website or mobile application errors pertaining to the rebalancing feature, we ask that you please direct your rebalancing request to the ******************** at ************. Representatives are available weekdays from 8:00 a.m. to 10:00 p.m. Eastern time and will be glad to assist you.

      Sincerely,
      Empower

      Customer Answer

      Date: 01/17/2025

       
      Complaint: 22662641

      I am rejecting this response because:

      Sincerely,

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

      Customer Answer

      Date: 01/23/2025

      Empower has restored the missing money however Im still not able to make transactions in my account through the website. This is a known issue for Empower and there are several accounts with the same issue. I feel they have to intention of fixing the issue. 

      Business Response

      Date: 01/29/2025

      Thank you for bringing the additional concerns regarding BBB Complaint # ******** dated December 9, 2024, to our attention. For the protection and privacy of our account holders, we are unable to share account specific details via the BBB due to privacy concerns. The feedback has been provided to the appropriate departments. As relayed in our correspondence dated December 26, 2024, our systems team is aware of a known participant website issue pertaining to the employer sponsored retirement plans investment rebalancing feature. Your concerns have been noted and will be considered when any participant website updates are done. At the present time, you may direct your rebalancing requests to the ******************** at ************.Representatives are available weekdays from 8:00 a.m. to 10:00 p.m. Eastern time and will be glad to assist you.

      Sincerely,
      Empower

    • Initial Complaint

      Date:12/05/2024

      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 have been trying to complete a hardship withdrawal for over two months now. The ***resentatives are not reviewing all relevant documents. Empower has lied to me on several occasions. They dont respond in a timely manner and continue to state that there are issues with the supporting documents but when I call to inquire as to the specifics, they say that I need to do stuff that I had already done, proving they are simply not reviewing all the documents and that they are not communicating effectively amongst themselves. I have read the requirements for a hardship withdrawal and I have absolutely submitted more than what is required, according to information I read on Empowers website. Ive been told on many occasions that this request has been accepted and that they need nothing else from me and told that I would receive my money in 7-12 business days. Every time I call the *** I speak to has some part of the information either missing or wrong and that is simply due to not communicating and choosing to not read all the documents that empower now has at their disposal. Ive submitted an itemized breakdown of every doctors appointment with the breakdown of how much the doctor charged, then how much insurance covered, then under that, what I am responsible for paying. *** submitted the nine page actual request form from Empowers website, completed. I submitted the same for my newborn baby whos now 5 months old all her bills, how much insurance covered and how much I am responsible for regarding her. I also submitted her birth certificate proving I am her father and her social security card. There is literally no more information. Available that I could possibly submit so why, even after submitting all of that, after 2 months worth of a total of probably fifty calls Ive made over the last two months that after all this time, Empowers still states they need more info. This is outrageous and I will bet that when I call in 2 minutes, theyll say. Theyve had it.

      Business Response

      Date: 12/27/2024

      Thank you for bringing BBB Complaint # ******** dated December 5, 2024, to our attention. In order to protect the privacy of our account holders, we will research the situation and will respond to the customer directly in writing. We again appreciate you bringing this matter to us for review.

      Sincerely,

      Empower

    • Initial Complaint

      Date:12/05/2024

      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 made a withdrawal request October ******* of my 401k retirement with empower retirement. The company I was working for is now closed. They said it would take ***** business days. I have been given the run around and lied to with every follow up phone call. Not one representative gives me the same information and they downright lie. I was told my funds would be dissolved and a check sent out to me by close of market day. Next day comes and goes and they still have done nothing. They just keep buying more time. I see that hundreds of people are having the same problem with this company.

      Business Response

      Date: 12/18/2024

      Thank you for bringing Better Business Bureau Complaint #******** to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated December *******. While we are unable to share the details of this response with the BBB due to privacy concerns, the customer may share this response with the ******************** at their discretion. We again appreciate you bringing this matter to us for review. 

    • Initial Complaint

      Date:11/25/2024

      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.
      Since May 2024, I have been trying to get my supplemental pension from Empower, which was due in April 2024. I submitted my paperwork in May, but they have not confirmed ********** late June, I called to ask about my paperwork and how to speed up the process. They said they would contact me, but I havent heard back. Since July, I have called daily for updates but have received no clear information. Every week, they asked for something new.Due to a recent family emergency, I had extra expenses while waiting for my funds. They promised my money would be deposited by the end of November and advised me not to call again. Today, I learned it will now come in the first week of December. I need urgent help. I am 65 years old with health issues and work full time. If I cant pay my rent by December 1st, I will be homeless. It feels like they do not care about my situation.

      Business Response

      Date: 12/05/2024

      Thank you for bringing BBB Complaint #******** dated November 25, 2024, to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated December 5, 2024. While we are unable to share the details of this response with the BBB due to privacy concerns, the customer may share this response with the ******************** at their discretion. We again appreciate you bringing this matter to us for review.

      Sincerely,

      Empower

    • Initial Complaint

      Date:11/20/2024

      Type:Order 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.
      On November 12, 2024, I faxed a ********** Beneficiary Account Withdrawal Request 401(k) Plan, which was signed in the presence of ******** *******, Noary Public - **********, on November 12, 2024, to EMPOWER.EMPOWER insists that the bottom of page 11 of the form be completed by the Notary Public, in addition to the CALIFORNIA JURAT. Page 11 of the form clearly indicates, "If your state does require a separate jurat or notarial certificate and you complete the section below this statement of notary will be rejected and will delay the withdrawal request."EMPOWER refuses to process my request.

      Business Response

      Date: 11/26/2024

      Thank you for bringing BBB Complaint # ******** dated 11/20/2024 to our attention. In order to protect the privacy of our account holders, we will research the situation and will respond directly to Mr. ********* We again appreciate you bringing this matter to us for review. 

      Customer Answer

      Date: 11/26/2024

       
      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.

      EMPOWER has completed my withdrawal request; I have received my check.

      Sincerely,

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

    • Initial Complaint

      Date:11/19/2024

      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 requested a hardship withdrawal over a month ago. I never did receive a response from empower and tried to call but was put on hold for over *************************************************************************************************************************************************** turn , it is caused further hardship. I requested a different hardship withdrawal and still have not received the funds. I am not happy with the situation and thinking of moving to a different company.

      Business Response

      Date: 12/02/2024

      Thank you for bringing Better Business Bureau Complaint #******** to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated December ******. While we are unable to share the details of this response with the BBB due to privacy concerns, the customer may share this response with the ******************** at their discretion. We again appreciate you bringing this matter to us for review. 

    Empower Retirement is NOT a BBB Accredited Business.

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