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

570 total complaints in the last 3 years.
196 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.

Initial Complaint
Date:04/03/2025
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.
******** funds from account -- money never sent. Has caused significant damages.
Business Response
Date: 04/11/2025
Thank you for bringing BBB Complaint #******** dated April 4, 2025, to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated April 11, 2025. 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:03/28/2025
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 am trying to rollover my 401k from empower into fidelity because I have switched jobs. Every time I try to contact Empower, they put me on hold for hours and waste my time. A rollover shouldn't be this hard. All they have to do is send me a check payable to fidelity. That's literally it.
Business Response
Date: 04/04/2025
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 April 4, 2025. 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: 04/05/2025

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,

Min **** ****
Initial Complaint
Date:03/26/2025
Type:Product 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.
Non payment of my deceased son's 2 *********** Accounts - 401K and Pension plans. My son ******* *****, Participate ID *******, died **********. I am the Probate Court appointed Special Administrator of the Estate of ******* *****. I mailed the Death Benefits Claim Form to Empower DB Operations, ************************** 11-01-2024. I have not received any reply via **** mail. This Providence RI address appears to be totally worthless. The death benefit payments should be paid to the Estate of ******* *****. Empower is delaying paying death benefits of approximately $210,000. Someone at Empower Headquarters in ******** should contact me and get this unacceptable delay fixed. A lady with direct phone number ************ called me in early February 2025. She said they need additional info that was mailed to me in early December 2024. I NEVER RECEIVED that info. Then she said she would have "them" send me the reply again. I did not receive that 2nd "mailing" either. Today is 03-26-2025. I seriously question the truth of anything being sent, especially since she could not give me the tracking numbers. ****** T ***** home phone ************ prefer email email: ************************ Earthlink is .net ******* ******************************************************************************************
Business Response
Date: 03/27/2025
Thank you for bringing BBB Complaint # ******** dated 3/27/2025 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: 03/28/2025

Complaint: 23121107

I am rejecting this response because: I have not received the business reply vs this Enter Code. Don't know if it will be in a different Enter Code.

Sincerely,

****** *****
Business Response
Date: 04/08/2025
Thank you for bringing BBB Complaint # ******** dated 3/27/2025 to our attention. We have responded directly Mr. ***** and are sending a copy of the 401(k) paperwork necessary to complete that portion of his request. We have also requested our ****************** send another copy of the paperwork they need filled out and returned in order to complete that request as well. We again appreciate you bringing this matter to us for review.
Customer Answer
Date: 04/13/2025

Customer Answer
Date: 04/16/2025
Part TWO is the new 401K paperwork they are sending. As of today, 04-13-2025, I have not received it. Apparently CIGNA Pension Plan and CIGNA 401K **************** don't talk to each other. See my jpeg image 102 addressed to ******* *****.
I suggest using **** Tracking in the future when mailing documents to me.

Customer Answer
Date: 04/18/2025
This is a positive follow up vs my 04-13-2025 statements. I received a thick package from the ***** 401K Plan probably located in the ****** CO area. Now for the first time I have the information I need to submit a Death Benefit Claim Form against my deceased son ******* T ******* ***** 401K Plan account. So what I described as my Part TWO reason for not accepting the business reply no longer applies to my BBB Complaint # ********.

But my original complaint against the ***** Pension Plan still applies. I understand that the ***** ************************* is located near the ************* area. If my remaining complaint should be transferred to the Better Business Bureau org that covers Providence I would not complain.
****** T *****.

Business Response
Date: 04/21/2025
Thank you for bringing BBB Complaint # ******** correspondence dated 4/16/2025 to our attention. We have confirmed we need complete and in good order copies of the specific paperwork for both the *********** 401k Plan and the ***** Pension Plan returned for review and processing. The two sets of forms reference the specific plan they apply to at the top of each page. Please send all pages of the completed paperwork for both plans to the addresses on each respective set of forms. We again appreciate you bringing this matter to us for review.
Customer Answer
Date: 04/22/2025

Complaint: 23121107

I am rejecting this response because: I received the complete forms and instructions for submitting a death benefit claim on the ***** 401K account. Thank You. I received some additional information on the ***** Pension Plan but there is a mistake vs the payment beneficiary. I will correct that data on the forms I submit. Per the Clark County Nevada Probate Court orders all 100% cash out funds will be payable to the Estate of ******* *****. ****** T *****, Special Administrator

Sincerely,

****** *****
Initial Complaint
Date:03/25/2025
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.
I had a **** account through an employer, I had resigned from that employer and was told i could keep my money in that account until i could roll it over. I logged in a few months later to realize that they had withdrawn my money, charged a ton of fees, and mailed it off to an old address that i no longer lived at. Options to contact them were limited, they could not do anything other than reissue a check, but they cant do that because of the address not being a current address, again charging a ton of fees that basically wiped all the money i had put into the account. now currently having to do a ton of leg work, just to get money that was mine to began with back, of course - the ton of fees. This is NOT RIGHT! DO NOT USE THIS COMPANY!
Business Response
Date: 04/07/2025
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 April 7, ********** 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:03/25/2025
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.
I dont know if this is the right address for this 401(k) account I have, but I am totally vested, I was with this employer for almost 10 years, and I have $8000 in here that they will not let me withdrawal, I reached out to ********** for the 401(k) account, and they said they would get back to me in 36 hours and I have not heard a word fromanybody, I want this money rolled over into my new account
Business Response
Date: 04/08/2025
Thank you for bringing BBB Complaint # ******** dated March 25, 2025, to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated April 8, 2025. 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: 04/08/2025

Complaint: 23112508

I am rejecting this response because:
that did not explain anything to me, where is my 8,000?

Sincerely,

***** *****
Business Response
Date: 04/24/2025
Thank you for bringing the additional concerns from BBB Complaint # ******** dated April 15, 2025, 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: 04/25/2025

Complaint: 23112508

I am rejecting this response because:I want my full vested balance as per this attachment. I was sent 450.00

Sincerely,

***** *****
Business Response
Date: 05/12/2025
Thank you for bringing BBB Complaint # ******** dated March 25, 2025, to our attention. A response letter was mailed directly to ***** ***** on April 8, 2025. A follow-up letter was mailed to ***** ***** on April 24, 2025. While we are unable to share the details of the responses 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: 05/14/2025

Complaint: 23112508

I am rejecting this response because:I am being screwed out of retirement money from this company, I was 100% vested!

Sincerely,

***** *****
Business Response
Date: 05/22/2025
Thank you for bringing the additional concerns related to BBB Complaint # ********, to our attention. The attachments submitted by ******** reflect a vested balance which contained her existing loan balance. That balance had been previously paid to Ms. ***** during the origination of the loan in 2022. A distribution was processed in April 2025 for the remaining balance of the account minus the loan amount. On page one of the previously attached 2024 quarterly statement, there is a breakdown of the vested balance which does indicate that the Vested Balance as of December 31, 2024 calculation combined both the existing loan balance and account balance. The account balance (minus loan) is displayed on page one of the statement, in the box to the left titled What is my account balance?. Additionally, the letters from April 8, 2025, and April 24, 2025,which were sent directly to Ms. ***** provided this explanation regarding the vested balance along with supporting documentation including the Loan ACH Confirmation and Loan Offset.

While we are unable to share further details of these responses with the BBB due to privacy concerns, the customer may share this response with the ******************** at their discretion.

Sincerely,
Empower
Customer Answer
Date: 05/22/2025

Complaint: 23112508

I am rejecting this response because:
I believe I am still owed this money, I was there for 10 years and was 100% vested

Sincerely,

***** *****
Initial Complaint
Date:03/24/2025
Type:Product 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 have a 401k plan with Empower through my employer. I am no longer employed with that company and Empower reached out to me in December of 2024 and listed the options I had for my retirement money - I chose to roll it over to my personal **** I requested the rollover February 6th, 2025 and still have not received my money. No one at Empower answers their service line and I have waited over 2 hours for someone to pick up. In the rare case someone did pick up - they immediately transferred me to another "group" within Empower and no one answered that line either.
Business Response
Date: 03/25/2025
Thank you for bringing BBB Complaint # ******** dated 3/24/2025 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: 03/28/2025

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:03/22/2025
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.
March 6th, I requested a distribution of my 401k. I received a text that my distribution was mailed on March 7th. My distribution never arrived by mail.I canceled my check that was requested on March 6th request because it had not shown up by March 18th.I requested my funds be transferred *** deposit. I was told larger banks such as ***** get approved immediately when you input your information to link your ******** The customer service representative confirmed that the money would be in my ***** account Friday morning, 3/21/25.The morning of 3/21/25, the money was not in my ***** ******** I called back 5 times before I was able to get a hold of an Account Manager. The Account Manager transferred me over to customer service who then took 20 minutes to tell me the *** prenote has not been approved. I asked why I was told the money would be in my account by 3/21 morning, and she couldn't answer my question.I asked when the money will be in my account, and she said she has no clue. I asked who from Empower can get this resolved, and she said no ******** we are on 3/22/25, and I still do not have my money. This company has no clue how to handle and manage basic *** transactions which says a lot about their practice. I need my transfer resolved, so I can access my money. I need Empower employees to stop giving me cookie cutter answers.
Business Response
Date: 03/24/2025
Thank you for bringing BBB Complaint # ******** dated 3/22/2025 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.
Initial Complaint
Date:03/20/2025
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 had a 401K with Mass Mutual. I spoke to a rep ****** at Mass Mutual ************ and he told me they had no record of my account, and the ********************** funds had been sold to Empower. I called Empower ************* and they said they had no record of my account. It was through my employer, 1st Government Mortgage, ******************************************************************************************* Owners name: ****** ***********. I have attached my last statement from this 401K dated 9/30/2000. In 2000, I had $6,000.00 of my money in this account. (I changed addresses a few times and got married in 2002 (Maiden name was *****). I spoke to the Owner of 1st Government Morgage's son ***** ***********, and he gave me the Account broker at the time: ***** ****** ************. I just don't know who to turn to next!! I'm 70 years old and I want to retire. I am now filing a complaint against Empower. Please help!! Thank you in advance!!
Customer Answer
Date: 03/25/2025

Just wanted to let you know that this matter had been resolved. I truly appreciate all that you do! I would differently refer the BBB to others in the future. Thsnk you!!

Sent from **** ******* (*******************************)
Initial Complaint
Date:03/19/2025
Type:Customer Service 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.
They are holding my pension and savings plan money. I just retired from the **************. I have called them 3-4 times and asked them to mail the forms I need to fill out to my friend. They have not mailed the forms. I want the forms sent so I can fill them out and get my money.
Business Response
Date: 04/01/2025
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 March 31, 2025. While we are unable to share the details of this response with the BBB due to privacy concerns, the customer may share this response with the ******************** at their discretion. We again appreciate you bringing this matter to us for review.
Empower
Initial Complaint
Date:03/19/2025
Type:Customer Service 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 March 16, 19, and April 21 of 2025, Empower Cash Advance, has withdrawn funds from my checking account for a subscription that is cancelled. I have made several attempts to contact them with little response and no real assistance. I have disputed these transactions with my bank and I am waiting for more details. I feel like this company is scamming.
Business Response
Date: 03/24/2025
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.

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Empower Retirement is NOT a BBB Accredited Business.