Complaints

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

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  Empower Retirement

  8515 E Orchard Rd Greenwood Village, CO 80111-5002

• 

  Empower Retirement

  11500 Outlook St Overland Park, KS 66211-1804

• 

  Empower Retirement

  7 Shattuck Rd # C-20-C Andover, MA 01810

• 

  Empower Retirement

  PO Box 1700 Denver, CO 80201-1700

• 

  Empower Retirement

  333 Willoughby Ave Juneau, AK 99801-1770

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:07/07/2024

  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 left my job March 2024 and called empower to close my account. They said the address was incorrect so they would fix it and I'd have to wait 30 days to call back and close my ********** days later I call back and they say my address is still not right and needs to be fixed and I have to wait call back and request to close my account, or I could fill out the paperwork they would email me and send it back. I filled it out, had it notirized, and mailed it directly back. Now it's been over a month and I haven't seen anything, heard from anyone and my certified mail never showed up with my check. When I call now the call magically gets "dropped"

  Business Response

  Date: 07/09/2024

  Thank you for bringing BBB Complaint # ******** dated July 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 ************. We again appreciate you bringing this matter to us for review. 

• Initial Complaint

  Date:07/07/2024

  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.

  2021, November Mass Mutual mailed out paper to withdraw money out of your retirement account for covid or someth***. They did this 2 times. As crazy as that is then sold to empower. I was told it would be taken care of in the divorce. ( Never ever believe that from a slime attorneys. Insane it is even a job but they always just practice. I couldn't believe with just a piece of paper and no phone call or authorization of any kind. 25k , 2 times just disappeared out of my own retirement account. The first time i contacted mass Mutual was to get copies of the forms she forged. CLEARLY not my signature. So supposedly they did a special investigation, but i guess you don't have to complete your job and let the parties involved know what happens anymore. I ended up represent*** myself in trial, slime ball wanted 40k for 2 days work, and the only th*** i got ,was a slimey stack of paper. I literally don't even know why you even file anyth*** in court. You would think that puts it on the record....NOPE. just more paper to **** over in trial. Definitely not common sense. Her attorney made a point in trial. She doesn't do elevators. Nope. Her name is not on the account. Nope. No more questions. Exhibit 382, forged document she filled out an sent in. Ooooh an she was a paralegal an also worked in family an deal *** with divorce. I was also discriminated against politically. Thought us*** the court system for divorce was the legal way to handle it...BOY WAS I WRONG. My own attorney got me found in contemp. I actually wish i taped how this all played out an went down. I'll wait till elections are over. Im go*** to file another complaint. In a city where a guy can die of a drug over dose an time to burn the city down an shut down the whole world.... I can't believe noth*** has still been done about it while many companies choose to steal tons of money all in the name of COVID.

  Business Response

  Date: 07/23/2024

  Thank you for bringing BBB Complaint # ******** from July 7, 2024, to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated July 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.
  Sincerely,
  Empower

• Initial Complaint

  Date:07/05/2024

  Type:Billing 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 29, 2024 I submitted required paperwork to Empower to receive a lump sum payment from my Annuity account. The papers were faxed directly to their office on the 29th. In talking to a CSR they had stated that a change had been made in their internal processing procedure and would take up to 3 weeks to process from the original 7 days I was told prior to submitting the paperwork. I was told that after paperwork is approved which should be on June 14, the payment would be released on June 21st. I had submitted all information and authorization to have funds deposited directly in to my bank account.On June 21st there was no Payment deposited. I called Empower customer service and was told that the new payment date had been moved to June 28th for no tangible reason. Needless to say June 28 came and went with No payment deposited.I had then began making literally multiple Daily calls since June 28th, to gain a status and expectation on the deposit. The last agent I spoke with on July 2nd Stated that she had "confirmed" that due to the sum of money involved that a paper check was sent on in the mail on June 28th. It is now July 5 and no check in the mail or direct deposit.In talking to a CSR on July 5th @ 4:15 CST - he stated that Due to a Payroll system issue the payment will now be deposited on July 12. He could not confirm if it was to be Direct deposit or a check in the mail. That is all his system told him... I requested to talk to a Supervisor or upper management person and he added me to a queue to be called back by a supervisor with 2-3 days -more Time. The customer Service is terrible and there is no direct handling of your retirement account - It is left in the hands on CSR's that can only see a screen from where they sit - No personal follow up or attention to follow through or getting an issue or question resolved fully.I am mainly looking for EMPOWER to complete the transaction that has been fully processed and awaiting deposit.

  Business Response

  Date: 07/15/2024

  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 July 15, 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:07/05/2024

  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.

  Empower Retirement is holding funds after proof has been provided I have been separated from my employer. I requested my 401k and 457 plans paid out to me (yes I know I'll be taxed since I'm under 59.5). I have provided the company paperwork myself that I have separated with a notice and even advised I was moving out of state ao this was imparitive. When making the request the app states it takes up to 10 business days to confirm separation. Now that it's getting close to the 10 business days they are stating they cannot process the funds until they receive notification of separation after 45 days of separation. I advised them I would no longer be in the state and got my old HR involved. They sent me a screen shot that they show me as resigned. So for Empower Retirement to state it takes 45 days now is insane. When their app says up to 10 business days. I just when my funds sent to me as I'm rightfully owed and in the time the company shows on their app. See pictures

  Business Response

  Date: 07/10/2024

  BBB Complaint #:   21947824
  Plan Name(s):        State of Tennessee 457 Plan
                                  State of Tennessee 401(k) Plan
  Plan Number(s):     98986-01, 98986-02
  
  Dear ***********:
  
  This letter is in response to your complaint submitted to the Better Business Bureau (BBB) on July 5, 2024, regarding the withdrawal requested from your accounts in the State of Tennessee 457 Plan and State of Tennessee 401(k) Plan (the Plans). 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 Plan sponsor, the State of Tennessee. 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 receiving confirmation that a participant has separated from employment from the Plan sponsor, which, per Plan rules, can take up to 45 days.  
  
  The Plan sponsor updated your termination date for both plans on July 8, 2024. Once the termination date was received Empower issued your checks on July 9, 2024,and sent them by ********************* ***** express delivery to your address of record. *** records reflect the checks are scheduled to be delivered on July 10, 2024.
  
  We regret any inconveniences you encountered with your transaction.
  
  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

• Initial Complaint

  Date:07/05/2024

  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 have been trying for 2 months to withdraw my 401K money from empower and deposit it into my new employers 401k. Empower does not allow this to be done electronically or online. You must talk to a representative. That does not happen. You wait on hold for hours at a time and when you finally get a contact name, they do not return calls. I am demanding my money be given to me immediately to deposit into the new 401k account.

  Business Response

  Date: 07/11/2024

  Thank you for bringing BBB Complaint # ******** dated July 5, 2024, to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated July 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.
  

  Sincerely,
  

  Empower

• Initial Complaint

  Date:07/03/2024

  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.

  The company mismanaged my 401K. They moved my money without my consent and rolled into a *************** where I am no longer able to roll it into my new employer 401K. Multiple conversations with escalation managers stated that I met the requirements to keep my money with Empower until I found a new employer 401. They then moved the money into a different account type, thus preventing me from rolling it over down the line. ***************** was the final escalation manager I worked with and he was unsympathetic and really poor at customer service. I was never notified via email, mail or app alert about the upcoming transfer. His response was, "I do not control the ****** I spoke with many of the escalation managers who said they would recall the funds and allegedly processed the recall so that I could fix the problem and roll over my funds. **** prevented this resolution and decided to provide their own interpretation to the legal document that I have on file which blatantly contradicts what the letter says. I am seeking them to resolve the problem and hope they can do a better job managing people's life savings. At this point they are doing more harm than good and I think they should be fully investigated. Because I was $73 short on their account requirements (even though they cant tell me how they calculate the numbers), I miss out on a lifetime of employment 401k roll over earnings.

  Business Response

  Date: 07/12/2024

  Thank you for bringing BBB Complaint # ******** from July 3, 2024, to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated July 12, 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: 07/12/2024

   
  Complaint: 21937188
  
  I am rejecting this response because: There was no letter sent to me on ***** nor provided in my empower account as they referenced. To go back to my initial complain - the paperwork they previously provided regarding this situation had conflicting information within the documentation. In addition, they stated they mailed me these documents and I never received said documents nor did I receive phone calls or account alerts via email. This company is failing communication. When I go to get more information and attempt to resolve the situation multiple escalation managers provided responses and confirmation that they made an error and were working to fix it. Only, to eventually say it does not matter that they made errors and admitted that they provided incorrect information. This would indicate that they are misrepresenting and misinforming the client about their accounts held.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/26/2024

  Thank you for bringing the additional concerns regarding BBB Complaint # ******** from July 3, 2024, to our attention. Upon conducting an additional review of the situation, we responded directly to the customer in our letter dated July 12, 2024. An additional copy of the response was sent via expedited mail to the customers address of record on July 26, 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. Additionally, the customer may reach *********************** ******************** at ************. Representatives are available weekdays from 8:00 a.m. to 10:00 p.m. Eastern time and will be glad to assist.We again appreciate you bringing this additional matter to us for review.
  Sincerely,
  Empower

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21937188
  
  I am rejecting this response because: I am not satisfied with the outcome. They admitted they made a mistake and still proceeded to mismanage my funds by providing me false information. The route they chose was an optional route to move my 401k. I was provided wrong information the whole time I called in and they acknowledged they messed up. Yet, they still proceeded to mismanage my account. I am not happy and there will be no resolve to this. Sending me a letter does not fix the problem when there are countless phone records that indicate escalation managers providing me wrong information. At the end of the day, I was told I could keep my account active with them until I found a new employee sponsored 401k to rollover. They moved my money without disclosing to me nor sending me a letter regarding the situation. I called in and multiple escalation managers said this should have never happened and they were actively trying to fix it. They then decided not to fix it and told me hat no matter the wrong information I received, there is nothing they could do. This company is terrible and I am just wanting to protect other consumers from utilizing this company as they do more harm than good for consumers.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/03/2024

  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.

  I recently filed paperwork for a hardship withdrawal loan with this horrible company Emporer. They asked me for th proper documents and signatures needed to Apply for this hardship loan. It was literally the most horrible experience I've ever had with a company, in my life. I was recently injured at work and for the first-time needed to file a hardship loan .Well empower extremely unepathetic with helping me. They played Games through the whole process managed to gas light me every day with we just need this and that, and your place paperwork isn't correct, but wouldn't tell me until I called in. As well as being extremely rude when it came to me trying to access anything through them. They are literally keeping our money hostage and do not care if we are helped in our hardship.This company gaslit me for months with your paper work Isn't complete or other absurd behavior. Getting evicted from my place as we speak because this company hires incompetent employees with zero people skills. They are holding my hard earned money hostage and this behavior and practices are extremely troubleing this company basically took my money denied my hardship loan. made up story after story about paperwork was in order. And it the end of it all they did not.prosess mybl I an because of what they said was a landlord mistake after sending multiple revised copies of eviction notice. Please be aware of there business practices and evasive tactics to keep our money hostage.

  Business Response

  Date: 07/15/2024

  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 July 15, 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:07/02/2024

  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.

  I left my job on June 27 and ask for funds out my money. I then started a new job on July 1 with the state. They kept my money and kept denying my withdrawal request.

  Business Response

  Date: 07/12/2024

  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 email/letter dated July 12, 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: 07/12/2024

   
  Complaint: 21930406
  
  I am rejecting this response because:
  One yall never responded to me and two I left the agency on June 28 and applied to another agency on jul1 at that time my money should have been released and not kept.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/29/2024

  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 July 12, 2024. We resent the letter to the customer on July 29, 2024, via **** Express. 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: 07/29/2024

   
  Complaint: 21930406
  
  I am rejecting this response because:

   

  one they are giving me the run around
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/03/2024

  First off I left the agency on 6/28. Then I started back with the agency on 7/1. I ask for my money to be released on 6/28 in which it should have been. But was denied access to it. So empower should have honored my request on 6/28 to release it.

  Business Response

  Date: 08/07/2024

  Thank you for bringing Better Business Bureau Complaint # ******** to our attention. Empower conducted a thorough review of the situation, and we responded directly to the customer in our letter dated July 12, 2024. We sent the letter again to the customer on July 29, 2024, via **** Express and it was delivered to the customers address on July 30, 2024. The letter should have addressed the customers concerns. 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;however, Empower considers this matter closed. 

  
  Thanks
  Empower

• Initial Complaint

  Date:07/01/2024

  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.

  Empower Retirement is purposefully withholding my retirement funds for their own benefit. This should be reported to ERISA and the administrator of their respective state(s) and/or the SEC as they are not acting as a fiduciary for their clients.I separated from my employer on 04/29/2024. On 04/30/2024 I requested my 403(b) to be distributed to my personal *** and they stated they would mail me a withdraw packet that my husband who is only a beneficiary would have to sign (they couldn't explain why he had to sign it). After two weeks of not receiving the physical mail delivery, I followed up and after hours on hold finally spoke to someone who said they could have emailed me paperwork initially - which was not presented to me the first time as an option. I finally got the documents and had them signed and notarized. After 2 weeks for my funds not being released, I called - again hours on hold to find out I needed a ***** form which no one mentioned prior to my calling. I had to go back to the notary to have my who request packet refilled out, signed, and notarized WITH this ***** form - I included every item they asked for on the ***** form. Two weeks later, still no communication and funds still not released. At this point I am now locked out of the EMPOWER App and cannot do anything except call. Hours on hold and I speak to an agent that says my funds cannot be released because the ***** form is incorrect. Mind you, they never told me about this form, and they didn't provide a template for a form or even a place where the notary should go to get the form, just what they wanted on the form - which I provided... I asked to speak to a supervisor. **** took my call and stated that I do in fact have what is needed but he cannot help me he has to submit a help research ticket and send my case to their client advocate team... It is going on month 3 no funds released... EMPOWER is not a FIDUCIARY and needs to be reviewed!!!!

  Business Response

  Date: 07/17/2024

  Thank you for bringing BBB Complaint #******** dated July 1, 2024, to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated July *******. 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:06/29/2024

  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.

  I have not received my Pension Payments since Empower has taken over ********** which is now for the months of May 2024, June 2024 and now going into July 2024. I have called 4 times and spoken to several representatives and they keep giving me different reasons on why I have not been given my pension. I have had my pension direct debited into my bank account with ********** for over 23 years, Empower now tells me that my address and information is Not in their system. I have been getting the runaround and No one has been able to help me. Every time I call I am told that I have to wait for a correspondence letter for me to sign and date which takes 7 to 10 business days for me to receive and return to them in order to receive my pension again but 2 to 3 weeks later I receive Nothing in the mail. I called the ************ number again on June 11th,2024 with the same outcome and told once again I should receive the paperwork within 7 to 10 business days. 16 days later still have not received any letter. I call back again on June 27th 2024 and after being bounced to several representatives I spoke to representative ******* who tells me that she does not see anything in her system of them sending me any correspondence or of any notes of me speaking to Anyone in their system. She does try to help me and tells me that if I have access to a fax machine to please fax a letter with a Voided check which will have my name, address, bank account and routing number and if I could also provide my last 4 digits of my social security number on the check and once they receive the faxed letter with the info that they will be able to resume sending my pension payments. I faxed all information needed on June 29th 2024. The representative ******* also gave me a Tracking # ********** for the entire Reference and told me that DB Operations will receive and handle the fax. It is going on 3 months now Please resolve. Thank You.

  Business Response

  Date: 07/08/2024

  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 email/letter dated July 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.