Business Profile

Employee Benefits Insurance

Empower Retirement

This 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.
188 complaints closed in the last 12 months.

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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:10/10/2024
Type:Customer Service 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.
Closure of retirement funds. Notarized documents have been submitted to Empower Retirement, however, they have exceeded the time for refunding my funds. I have spoken to my past employer, who is very cooperative, on five occurrences about this issue. However, Empowerment has not payed out these funds, claiming they have not verified employment separation.According to Empowerment Retirement the third party has not completed their process. Empowerment has contacted me to assist with this release via a third party. The third party is ****************** of **************************************************, contact ***** ********, ************ option 1. I spoke with this person and received continued run around. They requested a document that I previously submitted to Empower Retirement, but clearly have not spoke with Empower. Instead they reached out to me, two weeks after separation for further documentation, requiring another Notarized signature from my wife, on Empower letterhead, and to be faxed to the third party.I will submit this paperwork as well and cooperate, but I am continuing to receive delay and run around, as well as double speak. I would just like to receive my $16, 405.12, around 12K, after taxes and their service charges. I am the customer, their job is to process these documents, NOT MINE! However they are way beyond the 3-5 days listed on their website and their app.
Business Response
Date: 10/22/2024
BBB Complaint #:   22408936
Plan Name(s):        Environmental Alternatives dba EA ***************
Plan Number(s):     521149-01

Dear Mr.******:

This letter is in response to your complaint submitted to the Better Business Bureau (BBB) on October 11, 2024, regarding the processing of the withdrawal from your account in the Environmental Alternatives dba EA *************** (the Plan). We appreciate your patience as your concerns were escalated for further review.

By way of background, Empower provides non-discretionary directed administrative services to the Plan under a services agreement with the Plans Sponsor, Environmental Alternatives DBA EA ***************. Under the terms of the agreement, our company does not act in a fiduciary capacity. Accordingly, we are unable to process withdrawals from participant accounts without approval from the Plans Sponsor and third-party administrator, including receiving confirmation that a participant has separated from employment.

Our records indicate we received approval for the withdrawal on October 11, 2024. We then were able to process the withdrawal and issue a check on October 14, 2024, for the full balance in your account. The check was sent by first class mail to your address of record on October 14, 2024. The check remains outstanding as of the date of this correspondence.

If you have additional questions or concerns, you may contact us 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,

******* *******
Senior Specialist Regulatory Correspondence
Customer Answer
Date: 10/25/2024

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:10/09/2024
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.
My late husband, ****** *****, had a pension plan from Centre Foundry that was managed by MassMutual. In 2022, that composite pension plan was moved to Empower Retirement due to their acquiring **********. I am a joint annuitant on his pension plan. Deposits into our checking account ended on 9/30/24 and I have no been able to get an explanation from Empower as to why this happened. Many phone calls have been made and I am simply told that there are no funds in his account. I should be continuing to receive these deposits that he earned. I would like to get this matter resolved so that I can continue receiving what is owed to me and my family.
Business Response
Date: 10/16/2024
Thank you for bringing BBB Complaint # ******** dated 10/9/2024 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: 10/16/2024

Complaint: 22401271

I am rejecting this response because: I am rejecting this for now until I hear back from them. I will update the case after that.

Sincerely,

******* *****
Business Response
Date: 11/08/2024
Thank you for bringing the follow up to Better Business Bureau Complaint # ******** to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letters dated 10/28/2024 and 11/8/2024. 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.
Customer Answer
Date: 11/15/2024

Hello,

we ended up calling back in and Empower was much more helpful. You can close this out for now as we are on the path to getting what we need. We will open a new complaint if they do not come through but they are being much more helpful now.
Initial Complaint
Date:10/08/2024
Type:Sales and Advertising Issues
Status:
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.
This company has had a qdro order in its possession since June 2024 and has failed to process it. I have had repeated phone calls with multiple transfers taking up hours with each call and after each call, we finish with a promise to distribute funds as directed. I then receive an email the next day asking for more information to process the request. I need this money to be processed and sent. I am a recently single mother and its transactions like these that have not made things any easier. This business has been poorly managed and the company needs better communication and expectations set for their customers that are reasonable. This process should have taken a few business days and it has been stretched to a few months. Nobody should be treated this way.
Business Response
Date: 10/24/2024
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 October *******. 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:10/04/2024
Type:Order Issues
Status:
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 reached out to my retirement company back in August 21 .I have given them every document they have ever asked for i even reached out to the Ceo of the company didn't get anything resolved.
Business Response
Date: 10/16/2024
Thank you for bringing BBB Complaint # ******** dated October 4, 2024, to our attention. Upon conducting a thorough review of the situation,we responded directly to the customer in our letter dated October 16, ********** 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: 11/14/2024
i want this case reopened because there telling it was a loan and it was a withdrawal. They have been given me a hard time from day one so unprofessional im tired of how i was treated
.Thank you Sincerely ********* EBELL

Business Response
Date: 11/19/2024
Thank you for bringing the additional concerns regarding BBB Complaint # ******** dated October 4, 2024,to our attention. Upon conducting an additional review of the situation, we can confirm, the signed request form submitted on August 21, 2024, was a Hardship Loan Application. The Loan Promissory Note, Disbursement Check Details, and Loan Confirmation were sent on October 11, 2024, and the check reflects cashed as of October 22, 2024. Our response sent on October 16, 2024, provided greater detail regarding the request and the customer may share this response with the ******************** at their discretion. Again, we appreciate you bringing this matter to us for review.
Sincerely,
Empower
Initial Complaint
Date:10/03/2024
Type:Service or Repair Issues
Status:
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 May 10, 2024, I filed notarized papers to settle my moms estate. The retirement savings plan is ****** *************** Plan. Empower declined to release the funds held. After several conversations with *****, ***** and ********, it was admitted that Empower had lost beneficiary information when they took over the account from ********. Per Empowers request, I sent a new 16 page request for the funds, along with a copy of the will and the trust. They still have NOT released the funds.
Business Response
Date: 10/17/2024
Thank you for bringing BBB Complaint # ******** dated October 3, 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: 10/24/2024
Empower's response is that they will contact me by mail. Per my complaint, I have been waiting for a response from Empower since May 10, 2024, that is the whole point of my complaint. They don't respond. The only acceptable response is: "the check is in the mail".
Business Response
Date: 10/31/2024
Thank you for bringing the additional concerns regarding BBB Complaint # ******** dated October 3, 2024, to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated October 31, 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

Customer Answer
Date: 11/05/2024

Complaint: 22375437

I am rejecting this response because:
:
After two request from the BBB in October, 2024 and 6 months later, I received a letter from Empower that I need to contact their customer service department by phone. This is back to where I was in May. Obviously, Empower has no respect for the grieving families of the people who entrusted their money to Empower. I will be forced to take legal action against Empower. Don't entrust yours or loved ones money with Empower!
Sincerely,
o
**** ********
Business Response
Date: 11/14/2024
Thank you for bringing the additional concerns regarding BBB Complaint # ******** dated October 3, 2024,to our attention. Upon conducting an additional review of the situation, we can confirm the requests submitted on June 4, 2024, and October 17, 2024, were reviewed and as the requests did not include the required Estate documents in good order, they were unable to be processed. We ask that the requested Estate document please be submitted with a completed Death Benefit Claim Request form with original decedent information (Name, SSN, Date of Birth, Date of Death, and Date of Termination) to proceed further. Our response sent on October 31, 2024, provided greater detail regarding the requests and the customer may share this response with the ******************** at their discretion. Again, we appreciate you bringing this matter to us for review.
Sincerely,
Empower
Customer Answer
Date: 11/25/2024
Hi ******,

It appears that my complaint #******** with Empower has been closed with a lie from Empower. All documents required were submitted back in May 2024. I spoke with another of their inept customer service representatives who asked me to submit a document from 34 years ago. If Empower actually didn't have the death certificate from 34 years ago, why have they been giving disbursements to my mother for 34 years? They just want to hold on to the money so they can earn interest and make grieving families take legal steps to get what is rightfully theirs

The complaint#******** has NOT been resolved to satisfaction with Empower.

Please add this to the complaint online so that other may see how Empower treats their customers.
Business Response
Date: 12/13/2024
Thank you for bringing BBB Complaint # ******** dated October 3, 2024, to our attention. Upon conducting additional reviews of the situation, we have coordinated an escalated callout to Mr. ******** to directly review the additional documentation needed to complete his request.Due to privacy concerns, we are unable to share the details of the callout with the BBB, however the customer may share those details with the ******************** at their discretion. Again, we appreciate you bringing this matter to us for review.
Sincerely,
Empower
Customer Answer
Date: 12/16/2024

Complaint: 22375437

I am rejecting this response because: Empower is a company of liars. There has been no "call out" to me. Empower is inept at keeping track of documents and no one should entrust money to this Empower. A customer dealing with ********************** will need a lawyer to get their funds out of this dishonest company.

Sincerely,

**** ********
Business Response
Date: 01/09/2025
Thank you for bringing the additional concerns regarding BBB Complaint # ******** dated October 3, 2024, to our attention. Upon conducting an additional review of the situation, a supervisor callout was coordinated on January 8, 2025, at 4:14 PM CST. The supervisor provided the requested details regarding the employer sponsored retirement plans death benefit claim provisions. While we are unable to share further details of the call with the BBB due to privacy concerns, the customer may share the details of the call with the BBB at their discretion. Again, we appreciate you bringing this matter to us for review.
Sincerely,
Empower
Customer Answer
Date: 01/13/2025

Complaint: 22375437

I am rejecting this response because: Empower is now (9 months later) blaming another company, ****** RE, for the loss of beneficiary information from an account that is over 40 years old. Empower states that I must use legal action to get the money from my mothers estate. I am recommending people to use other companies to represent their estates unless you are willing to pay an attorney for what is rightfully yours. Empowers customer service strategy is to hold the customers funds while continuing to lie, blame others, gaslight, and kick the can further down the road. You know that you are dealing with a company that has no integrity when the 5 customer service people only go by their first names.

Sincerely,

**** ********
Initial Complaint
Date:10/02/2024
Type:Order Issues
Status:
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.
Empowered has refused to allow me withdraw MY MONEY. I have followed their guidelines to the letter. However they have given me the complete runaround! I want to make a formal complaint and move my funds to another company immediately ??
Business Response
Date: 10/03/2024
Thank you for bringing BBB Complaint # ******** dated 10/2/2024 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:10/01/2024
Type:Service or Repair Issues
Status:
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 noticed in my Retirement account that my money was switched from a guaranteed Empower ********** of 3.5% to a E1 Fixed Account - Series Class IV at 2.2% account. This was not authorized by me and when i entered the account I checked with the representative that I could never be changed out of it. Empower did this August 9, 2024.
Business Response
Date: 10/11/2024
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 October 11, 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.
Customer Answer
Date: 10/11/2024

Complaint: 22364834

I am rejecting this response because: this was not an adequate resolution when you are in a fund and have it removed and replaced. This was a guaranteed fund and was not guaranteed.

Sincerely,

****** *******
Business Response
Date: 10/23/2024
Thank you for bringing Better Business Bureau Complaint #******** to our attention. Additional review was conducted of the situation after receiving the rejection of our original response, we responded directly to the customer in our letter dated October 23, 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.
Customer Answer
Date: 10/23/2024

Complaint: 22364834

I am rejecting this response because:
As an organization colluding with an employer, they just cannot jerk the rug out from under you, especially when the retiree is using a guaranteed fund to stay viable as part of their retirement plan. This company is deceitful and should reinstate the fund.

Sincerely,

****** *******
Business Response
Date: 11/07/2024
Empower responded to the customers complaint *********** on October 11, 2024, and October 23, 2024. The customer no longer has an active account with ********************** as of October 14, 2024. Below is the most recent response that was sent to the customer on October 23, 2024:
This letter is in response to your response submitted to the Better Business Bureau (BBB) on October 18, 2024, regarding the investments within your account with the Community Health Network 401(k) Retirement Plan (the Plan). I appreciate your patience as I reviewed your concerns.

Empower strives to provide a great customer experience and we regret your recent incident.

Our company provides non-discretionary directed administrative services to the Plan under a services agreement with the Plans Sponsor, ****************************** Under the terms of the agreement, our company does not act in a fiduciary capacity. As a directed recordkeeper, Empower does not determine the fund lineup available to participants and must follow the direction provided by the Plans Sponsor. Accordingly, the investment options available to participants in the Plan are selected by the Plan.

As stated in the previous response dated October 11, 2024, which I have included a copy for your convenience, Empower does not determine the fund lineup available to participants and must follow the direction provided by the Plans Sponsor. The Plan directed Empower to process the fund changes within the Plan on August 9, 2024. The Empower ********************* is no longer a fund option available within the Plan and it was replaced with the ** Fixed Account-Series Class IV at the Plans direction.

You can invest in any of the funds the Plan offers and changes can be made by going to the customer website or contacting the ************* Center.

Again, we regret your experience, and the outcome, however, we hope this provided clarification regarding the investment change. If you have additional questions, please call the ************* Center at ************,weekdays between the hours of 8 a.m. and 10 p.m. Eastern time and our representatives would be glad to help.
Customer Answer
Date: 11/07/2024

Complaint: 22364834

I am rejecting this response because:
This is total disregard to someones investment plan after retirement. You should not be able to do this to any retireree.
Sincerely,

****** *******
Initial Complaint
Date:10/01/2024
Type:Product Issues
Status:
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 December 1, 2023, my father, ******** ***** passed away. He was the surviving spouse of Bonavetta ***** (Died 12/21/21) and under ********** Contract *****, he received survivor benefits.On February 1, 2024, ********** forwarded the attached letter regarding ******** ************** The letter indicated that the Estate was entitled to payment in the sum of $16,229.78. On March 18, 2024, ********** sent a letter following up on the requested information.On April 29, 2024, I contacted ********** Retirement services and advised them that my sister, **** ***** *********, and I are the Personal Representatives for the estate. I faxed the completed Survivor Claim Form with supporting documents.On May 29, 2024, I attempted to call ********** and was informed that the accounts are now being managed by Empower. I spoke with an Empower representative and was told the matter would be reviewed and I would get a response in two to three days.On June 11, 2024, I called Empower and spoke to ********. I was told I would get a response in five to 10 business days. Sometime after that date I received a call from an Empower representative and was told the matter was being reviewed.On July 16, 2024, I contacted Empower, having not received any further responses, and was told a packet would be sent to me to initiate the payment.On August 13, 2024, I again contacted Empower and was told the packet was mailed and I should be receiving it shortly.On August 14, 2024, I received a packet. However, the packet is addressed to the Executor of the Estate of Bonavetta *****, not ******** ***** who was the survivor under the plan. I contacted Empower and was connected with *** who was very helpful. Unfortunately, she was unable to resolve the issue because of information that appears to be missing in the Empower records. On August 14, 2024, I faxed the attached letter and additional supporting documentation to Empower. I have received no response from Empower.
Business Response
Date: 10/01/2024
Thank you for bringing BBB Complaint # ******** dated 10/1/2024 to our attention. In order to protect the privacy of our account holders, we will research the situation and will respond directly to the executor. We again appreciate you bringing this matter to us for review.
Initial Complaint
Date:09/30/2024
Type:Service or Repair Issues
Status:
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 loan from my 401k and it was mailed 9/23 the text ad well as 2 reps advised it takes 3-5 business days. That time has passed so I called in and got supervisor tie dye at 110pm et who started now saying I gotta wait 10 business days even though that number has never been said. Tie dye said she can cancel the request and put it express and it take 7 business days which is longer then 3-5 business days. I want my 7k that I have to pay back through my work checks !
Business Response
Date: 10/01/2024
Thank you for bringing BBB Complaint # ******** dated 9/30/2024 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:09/23/2024
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 need help with my Empower/Prudential Retirement account. The 800 number that I called transferred me and I waited for over an hour with no response.
Business Response
Date: 10/17/2024
Thank
you for bringing complaint 22325225 to our attention. After exhaustive research, we were unable to
locate an account for George Tacquet. One
of our representatives has been in phone contact with George Tacquet and has
provided this information. Additionally,
our representative provided a possible lead regarding the location of the account.
-Empower
Customer Answer
Date: 10/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22325225, and find that this resolution is satisfactory to me.

Sincerely,

George Tacquet

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Empower Retirement is NOT a BBB Accredited Business.