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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.
    • 188 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/16/2024

      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.
      My employer went out of business July ******. I have been trying to get my 401k from Empower since July 22 so I can add it to my *** with my broker of 20 years. I call every week. Everything is there. Check will arrive 4-5 days. I call back the order was cancelled with no explanation, no email, no phone call. This has happened 6 times. Today, I was told not to call back. They will send it when it is ready. Sometimes they want to verify what is on the withdrawal form. Yes that is correct. Sometimes they want paperwork that was sent the first time that they already have yes I see it is here. Your check will be to you in 4-5 days. Nothing for almost 2 months.

      Business Response

      Date: 10/18/2024

      Thank you for bringing BBB Complaint #******** dated September 16, 2024, to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated October 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 and apologize for the delayed response.

      Sincerely,

      Empower

    • Initial Complaint

      Date:09/12/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I attempted contact with Empower on several occasions to inquire about the status of my retirement account and have not received assistance or have been treated desperately by employees.

      Business Response

      Date: 09/23/2024

      Thank you for bringing BBB Complaint # ******** dated September 12, 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:09/10/2024

      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 purchased Quicken for the management of my personal and work related finances. For over a year, I have been trying to connect my largest account at ********************** to Quicken, but Empower does not allow it. The only option is to manually download all my transactions and upload them as a CSV file, which does not allow for real time updates on our accounts and transactions. Empower, however, will gladly request we link ALL of our other financial accounts, debt/loan accounts, etc, to our 401k account for planning purposes. I find it very greedy and unethical that the largest 401(k) provider in the nation wants to collect our data from other institutions and not allow access to the largest most popular personal finance organizer.

      Business Response

      Date: 09/24/2024

      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 September 24, 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. 

      Thanks

      Empower

    • Initial Complaint

      Date:09/09/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I currently have a 403b with Empower and have been wanting to roll it over to combine it with another *** account that I have. I have been requesting this roll over since April and have had to make many, many phone calls to Empower, still no check. They keep putting me off by saying I still need to give them my official separation date, telling me that they haven't gotten the answer they wanted yet, telling me they are going to expedite my check and still not receiving it, telling me they were going to push my request up in priority. Each time I call them to inquire about my rollover check, they always have a different excuse. I can't believe it's been 5 months and I am still waiting!

      Business Response

      Date: 09/23/2024

      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 September 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. 

      Thanks

      Empower

    • Initial Complaint

      Date:09/06/2024

      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.
      Empower has refused and or failed to roll over my retirement funds to another fund.I have filed to transfer the funds over 5 times, I have received confirmation numerous times, and yet my funds without any communication do not get transferred. They have been holding my money and charging a management fee regardless of my multiple attempts to move the account

      Business Response

      Date: 09/20/2024

      Thank you for bringing BBB Complaint #******** dated August 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

    • Initial Complaint

      Date:09/05/2024

      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.
      I need money to pay for a lawyer out of my annuity. I meet all the criteria but they refuse to release it

      Business Response

      Date: 09/18/2024

      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 September 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. 

      Thanks

      Empower

      Customer Answer

      Date: 11/26/2024

      Hello and sorry to bother you but I have an a annuity account and even though I meet all the criteria for a hardship renewal they either refuse me or ask for information that is not included in the release form. I am on house arrest and cannot go to work or store for that matter. I have $209 in the bank, my only savings is my annuity. I attached documents from my lawyer and empower receipt. But I actually uploaded 14 papers. I worked hard for my money and I followed the hardship requirements to the letter, maybe I sent too many .I just want to have my lawyer and pay with my savings or I will be in prison. I paid the lawyer once but I got rearrested and both cases pertaining to jail time. Why do they refuse my money to save my life I'm 51 I can't do up to 5 years in jail.thank you I didn't attach everything but 5 hardship papers,12 court documents and legal tender letter from my lawyer and the boxes that show what you need for approval, which you can see I provided. He already got ** on house arrest so prison is a realty and this is what annuity if for emergencies 

      Business Response

      Date: 12/11/2024

      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 December 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.

      Thanks

      Empower

    • Initial Complaint

      Date:09/03/2024

      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.
      Cant get my 401k from empower. Previous employers business has been closed for years-business went under and owner nowhere to be found. I keep telling empower they will not be able to reach the owner. They tell me that we will have to wait to hear from employer- and I keep saying to them that they will not hear back and what is the process for that circumstance- they simply repeat that they are waiting for employer and have no process for this circumstance. And if they do not hear back from the past employer then the time frame is run out and we start over. 4 calls and no answers . Im 100% vested. They have no answers or plan just the same robotic statements . No money has been contributed into the plan in 6 or 7 years its clear to see that. Thank you for your time

      Business Response

      Date: 09/19/2024

      Thank
      you for bringing Better Business Bureau Complaint # 22234800 to our attention. Upon conducting a thorough review of the
      situation, we responded directly to the customer in our letter dated September 19,
      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 BBB at
      their discretion. We again appreciate you bringing this matter to us for
      review. 

      Customer Answer

      Date: 09/21/2024

       

      Complaint: 22234800



      I am rejecting this response because: I have not received any letters via mail or email from Empower. I did however call again and got the same run around not only that, but, the call was disconnected as well. 



      Sincerely,



      Stephen Craner

      Business Response

      Date: 10/02/2024

      We are resending the response letter to the customer via express mail since he did not get the original one. 

      Customer Answer

      Date: 10/03/2024

       

      Complaint: 22234800



      I am rejecting this response because i have not received anything in the mail or email from Empower. I’ve heard all  the excuses.   It’s been a month and a half- ive gotten nowhere  i call several times a week and get the run around. I’d like to cash out my entire 401k from Empower thank you 


      Sincerely,



      Stephen Craner

    • Initial Complaint

      Date:08/28/2024

      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.
      I am a former Prudential Retirement employee, and was told that my accounts have been migrated over to Empower. I attempted to call your customer support to get information on my account, and was told my the representative that she could not access my account because my address could not be verified. That is probably one of the problems, as I have not been a Prudential Employee in the last 15 years. When I was on ************ site to try to gain access to my account, my reset email address is one that I haven't used in about 15 years as well.The fact that you can not figure out an additional way to verify me is not acceptable, and needs to be resolved.I need to be able to access my accounts with you and get resolution as soon as possible.

      Business Response

      Date: 09/05/2024

      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 September 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. 

    • Initial Complaint

      Date:08/28/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to address the errors on my credit report due to the unauthorized sharing of my personal information with credit bureaus, which has caused me considerable financial and emotional distress.Under 15 USC 1681 Section 602, I am entitled to financial privacy, and my information should be handled confidentially.Moreover, 15 USC 1681 Section 604(a)(2) specifies that a consumer reporting agency cannot share account information without my explicit consent, which I have not provided.The inaccuracies related to EPW EMPOWE have negatively impacted my financial situation, and I request that they be corrected immediately.Please also ensure compliance with 15 USC 1666(b), which prevents creditors from treating credit card payments as late under certain conditions.For your reference, my account details are: Account Number: **********I request an urgent review of my account, correction of these inaccuracies, and adherence to federal laws.If these concerns are not addressed promptly, legal action may be taken. Your immediate attention to this matter is necessary.Sincerely,*************************

      Business Response

      Date: 09/03/2024

      Please note that it appears you have been attempting to reach Empower Inc./Empower Finance. Although we have similar names, Empower is not affiliated with Empower Inc./Empower Finance. We are a retirement company and do not offer personal banking services,card services, or cash advances.

      For more information regarding your Empower Inc./Empower Finance account,please contact that company. They can be reached at their toll-free number ************. We regret any confusion over this matter.

    • Initial Complaint

      Date:08/26/2024

      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 and took loan out on my employer 401K plan initially on 7/23/24. My loan check was to be mailed via **** on 7/25/24 and expected to arrive a few days later. That never happened and was told that my check had been returned by **** stating couldnt find my address which mind you this is through my employer so my address is verified accurate. Here it is 8/6/24 I requested check be reissued and was advised I could receive my funds via ACH direct deposit and was told to give my routing/account banking information. After waiting period of several more days for check to deposit again I never received my funds. I call back and then was told ACH deposit could not be honored for a loan and due to original method was sent via mail they had to reissue same way. So, then I was told we will reissue check and express mail it to me via *** as a courtesy. Here is it 8/26/24 I still have not received my check money that Ive worked hard for. And the only excuse I keep getting from this company's representatives, advocates and supervisors is that there is an issue with their IT department which is holding my check from being printed and mailed out. I keep being given direct numbers to people that never answer the phone nor keep me informed about status of my check. Ive had to continue to call every day to check to only be told the same thing. Your check hasnt been mailed out yet and that I will call you tomorrow to follow up which again never happens. I need my money that I work very hard for! And to make me take a loan out on my own hard earned money just doesnt sit well with me. On top of that 1st payment of this loan was 8/16/24 and I have yet to receive any money of mine yet.

      Business Response

      Date: 09/05/2024

      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 September 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. 

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