Employee Benefits Insurance
Empower RetirementThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Empower Retirement's headquarters and its corporate-owned locations. To view all corporate locations, see
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 ComplaintThe 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:11/18/2024
Type:Service or Repair IssuesStatus:AnsweredMore 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 mandatory OBRA Smart Plan was cancelled because I went from part-time to full-time. I was told I was going to receive my account balance if I didn't do anything. I tried to apply for a Standard Smart Plan so I could rollover my balance from my OBRA plan. This took faxing all of the paperwork 3 times and uploading it twice to my account via website. I started this at the beginning of October. Somehow during this process my rollover was cancelled on 10/18/24. This happened even though I spoke to roughly 7 people over a span of 3 weeks explaining that I did not want to receive a check consisting of my retirement money and that I wanted to rollover that balance to my new account. After speaking to this many people explaining I did not want this money, I still got the check. I was only told that the cancellation happened on 11/8/24 when I saw the check in the mail. No one else said anything about the rollover cancellation even though I spoke to someone on 10/23/24. On 11/8/24 I was told I have a month to reverse this issue. I was also told I was going to be contacted with an update a week after I called to complain about receiving this check in the mail. It has been just over a week and I still have not heard from the company. So, when I heard that the representative for the area was going to be at my local city hall, I made an appointment to speak with them. I briefly explained my situation and they cancelled my appointment and said they would reach out to their customer service representatives instead. I have been having issues with this situation since the last week of September, todays date is November 18th, 2024. I only wanted to have my retirement money transferred from one account to another. I never wanted to receive this check and stated this multiple times over recorded phone calls.Business Response
Date: 11/25/2024
Thank you for bringing BBB Complaint # ******** dated November 18, 2024, to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated November 25, 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,
EmpowerInitial Complaint
Date:11/13/2024
Type:Billing IssuesStatus:AnsweredMore 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 Hardship Withdrawal on Tuesday 11/12/24 and asked for it to be expedited because I need funds on or before Friday 11/15/24. I made sure everything I needed to submit was there. I called the following day to check on my status and the lady says theres a $100 charge and $15.00 charge just to transfer funds into my account. If a person is requesting a HARDSHIP why charge them any other fees! Its ROBBERY of my own money! Its sick and disgusting that a company who take advantage of people who are in need!!!! Then have the audacity to take 7-10 business days for processing!!!!Business Response
Date: 11/27/2024
Thank you for bringing BBB Complaint #********, dated November 13, 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,
EmpowerCustomer Answer
Date: 11/27/2024
Complaint: 22552239
I am rejecting this response because:
Sincerely,
****** ******Initial Complaint
Date:11/13/2024
Type:Service or Repair IssuesStatus:AnsweredMore 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 have called ************** over and over. No one answers or if they do they hang up. I worked for *****************. I invested want to cash out. they won't give me my money back.Business Response
Date: 11/21/2024
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 November *******. 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:11/12/2024
Type:Product IssuesStatus:AnsweredMore 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 submitted a hardship withdrawal on 11/8/24 due to an emergency, but Ive been given the runaround for three days now. Several agents assured me that my withdrawal was in process, but it still hasnt been completed. Each time I call, Im made to feel humiliated for simply asking about my own money. This experience has been especially challenging during an already difficult time, and it feels like my well-being is being disregarded. I wouldnt request a withdrawal if I didnt genuinely need it.Business Response
Date: 11/18/2024
Thank you for bringing BBB Complaint # ******** dated November 12, 2024, to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated November 18, 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,
EmpowerInitial Complaint
Date:11/11/2024
Type:Product IssuesStatus:AnsweredMore 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 on October ******* a withdrawal request (reference number below). I was informed that everything was in good order with this request and was just waiting on my employer to approve which should of been within 10 business days. After more than 10 business days had passed, I called into them. I inquired about this around October *******. I was informed I had to re-submit everything with the revised form that did not start until November 1, 2024. I re-submitted everything on November 6, 2024 exactly how it was on October *******. Since then I have been calling every day and have been jumping through hoops just to get my money that I had requested. Whenever I call I inform them that this has been ongoing since October ******* but all everyone states is I see the November ****** request only. On both my account online and on the app, I can only see the October 16, 2024 request and it still says pending. I cannot see anything in terms of a November ****** nor did I ever received a refence number for this request. This has been very frustrating and no one is helpful at all. Reference ID for October ******* withdrawal request: **********, Work ID Reference Number for November ****** request only: ********Business Response
Date: 11/25/2024
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 November 25, 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.Initial Complaint
Date:11/08/2024
Type:Product IssuesStatus:AnsweredMore 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 took out money from empower 41k plan ! They sent me a check. Which I received & i sent it to *** management. The check we though but wasn't processed due to the check sent in my name. I called empower which they said the check was cashed and that I need to find the money. *** send a letter stating what happened and that the money should have been sent back. Empower keep giving me around the run about the check that should have been reissue. Telling me that I have to find the money which is very unprofessional. I'm going through a hardship and I need this to be fixed before the end of the month, where I have to go back to housing court.Business Response
Date: 11/15/2024
Thank you for bringing BBB Complaint # ******** dated November 8, 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.Customer Answer
Date: 11/15/2024
Complaint: 22529701
I am rejecting this response because: the business never reach out to me
Sincerely,
******** *****Business Response
Date: 12/03/2024
Our written response was mailed to Ms. ***** on November 25, 2024. All details are included in the written response.Initial Complaint
Date:11/07/2024
Type:Product IssuesStatus:AnsweredMore 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 did the withdrawal submission and waiting for my fundsBusiness Response
Date: 11/08/2024
Thank you for bringing BBB Complaint # ******** dated 11/7/2024 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: 01/06/2025
I have been waiting since November 6 2024 to get my money out. I have made numerous requests and nothing. I email the company since November 6 2024 and all the company states is that they are looking into it.ans if it is an emergency call the company. This is the worst company for retirement ever. They want $65 for processing fee that I am still awaiting a response and my funds.DeliveryBusiness Response
Date: 01/06/2025
Thank you again 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 November 21, 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.Initial Complaint
Date:11/07/2024
Type:Delivery IssuesStatus:AnsweredMore 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 11/1/2024, I contacted this company regarding why I had not received my Lump Sum Pension Distribution. They informed me that I forgot to sign the release on the paperwork ( but neglected to contact me to inform me) & instructed me to do so & fax it to ********* would be released to me on the following Friday, 11/8/24. I phoned them again today (11/7) to verify just to be told that I will receive it around the 22nd of the month? Not only was I misinformed of the release date, but no effort was made to make contact about my paperwork missing a signature in the first place? Why would it take that long to be released after you received the required document a week ago? I need my pension as soon as possible.Business Response
Date: 11/14/2024
Thank you for bringing BBB Complaint # ******** dated November 7, 2024, to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated November 14, 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,
EmpowerCustomer Answer
Date: 11/15/2024
Complaint: 22526549
I am rejecting this response because:
Due to the nature of this complaint, the only resolution of this complaint is for this business to release my pension in a timely manner. I feel that this company could have made better contact to inform me of what was missing/needed in order for the pension to be released i.e...phone, e-mail, text) in opposed to standard mail, causing an unnecessary delay of processing. My complaint will stand until receipt of my pension.
Sincerely,
******* *******Business Response
Date: 12/05/2024
Thank you for bringing response to BBB Complaint # ******** dated December 2, 2024, to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated December 4, 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,
EmpowerInitial Complaint
Date:11/05/2024
Type:Service or Repair IssuesStatus:AnsweredMore 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 filed a separation from employment withdrawal with empower. Sent in all necessary documentation. Fours weeks has passed with no update of my request. On November 4th 2024. I called empower and was told I was missing two pages of my request. Before this date empower never called me saying these pages were missing. Also, they said my former company I worked for(Pa **** of transportation) didnt update my separation from employment date. But I called my former employer and they in fact updated my information on 10/30/2024. From other complaints I read it a common occurrence for this company to hold or not pay people there money due.Business Response
Date: 11/15/2024
Thank you for bringing BBB Complaint # ******** dated 11/7/2024 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: 11/17/2024
Complaint: 22514602
I am rejecting this response because:
No action have been taken on the part of empower. Ive spoken with multiple ****************** staff and Sers staff and they all say they sent the necessary documents to empower.
Sincerely,
****** ******Business Response
Date: 12/17/2024
Thank you for bringing Mr. ****** additional concerns to our attention. To clarify, Empower mailed our response letter to Mr. ****** address of record on November 25, 2024, providing the expected timeframe for the processing of his requested transaction. We can confirm that the transaction was indeed processed within the timeframe provided in that response letter. While we are unable to provide the specific details of the response on this platform due to customer privacy concerns, Mr. ****** is welcome to share the details if he wishes.
Sincerely,
EmpowerInitial Complaint
Date:11/03/2024
Type:Order IssuesStatus: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 have called them several times regarding an inheritance from my mothers estate. They stated that her employer wont sign off on it. When I contacted the employer I was told that they signed off on the plan several years ago and that Empower has the necessary authorization to sign off on it. They still insist that the employer has to sign off on it and **** release the funds. This has been going on for several months with no resolution in sight.Business Response
Date: 11/06/2024
Thank you for bringing BBB Complaint # ******** dated November 3, 2024, to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated November 6, 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,
EmpowerCustomer Answer
Date: 11/12/2024
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,
**** ******
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