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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

    • 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/18/2025

      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 called Empower on March 18th 2025 to withdraw and close my 401k from a previous employer. An obviously outsourced employee named "****" let me know that withdrawing from and closing my account would essentially cost me 75% of the account in fees and penalties. So instead of withdrawing my money, I would be withdrawing roughly 25% of it and still have to wait weeks for a physical check?If your employer offers a 401k plan thru Empower, do not participate. Their customer service is outsourced and their fees/penalties are the worst I've ever seen, by a wide margin. Stay away

      Business Response

      Date: 03/27/2025

      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 27, 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:03/12/2025

      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.
      Signed up for empower app. Can not cancel. Emailed them but no response.

      Business Response

      Date: 03/14/2025

      Hi,

      Based on the information provided, we are unable to find a retirement account for *** ****.  If there is a retirement account that is sponsored by a company (like a 401k) we would need the name of the company,or plan ID number, or account statement.

      Its possible that *** **** is 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 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.

      Thank you!

    • Initial Complaint

      Date:03/06/2025

      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 a roll over from my empower *** to my employer sponsored 401k in November 2024. This request was delayed multiple times due to Empower not initiating correct authorizations and approvals. Eventually following multiple calls the balance of my *** circa $6,000 was deducted from my *** and the account closed. However, the funds have never made it to my 401k account. Despite multiple phone calls I am unable to get a straight answer and action as to where my money is and why it hasn't been deposited. In my last conversation they said my funds had been located and would be deposited within 5 working days. That was 3 weeks ago and still nothing. There seems to be no way to escalate this or find a person willing to engage. Its always a call to the main help desk, and a minimum of an hour on the phone to be told to just wait. This is unacceptable. My money is missing and I am at a loss. My funds are not invested and growing as they should be.

      Business Response

      Date: 03/07/2025

      Thank you for bringing BBB Complaint # ******** dated March 6, 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. We again appreciate you bringing this matter to us for review.

      Sincerely,

      Empower

      Customer Answer

      Date: 03/10/2025

       
      Complaint: 23028853

      I am rejecting this response because: it doesnt address anything.  If they actually follow through and contact me and we reach resolution then i will close the complaint.

      Sincerely,

      ****** *****

      Business Response

      Date: 03/26/2025

      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 25, 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. 

    • Initial Complaint

      Date:03/05/2025

      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.
      PLEASE SEE THE ATTACHED/UPLOADED DOC

      Business Response

      Date: 03/13/2025

      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 12, 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: 03/13/2025

       
      Complaint: 23023249

      I am rejecting this response because: I have NOT received ANY communication from Empower. If they need to reach me they can do so via a letter with a contact phone number for them.

      Sincerely,

      ****** *****

      Business Response

      Date: 03/20/2025

      Empower has resent the correspondence to the customer via express mail. Thank you. 

      Customer Answer

      Date: 03/25/2025

       
      Complaint: 23023249

      I am rejecting this response because: there was no resolution. Empower failed to properly advise me of a situation regarding the withdrawal of my hardship funds. I had to borrow money to pay the funeral expenses for my parent. Empower's lame generic form letter  to me was useless and provided no resolution on how I can obtain my funds to resolve the debt I now have due to their incompetence to provide the correct information for such a dire hardship.

      So once again NO, I do not accept their non existent resolution for my situation.

      Sincerely,

      ****** *****

      Business Response

      Date: 04/03/2025

      Thank you for bringing BBB Complaint #******** to our attention. Empower is not the Plan administrator and does not act as a fiduciary or have any discretion over the Plan. Empower only acts at the direction of the Plan sponsor. The Plan sponsor has directed us to refer the customer to their summary plan description (SPD) for procedures on filing a claim against the Plan. Thank you. 

      Customer Answer

      Date: 04/03/2025

       
      Complaint: 23023249

      I am rejecting this response because: The lack of human empathy is non-existent and for Empower to advice me to reach out to a different department sounds a lot like avoidance and no one is taking accountability.

      Sincerely,

      ****** *****

    • Initial Complaint

      Date:03/05/2025

      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.
      Empower sent me a corrected Form 1099-R marking $554.39 as a taxable contribution under code E. I paid my plan fees on time and I expect the plan to have been audited prior to completing the rollover. Had Empower diligently notified me prior to the rollover, I would have had the ability to remove the contribution and earnings and only pay tax once. No one contributes to a 401(k) account to pay taxes twice. **************** is now throwing their hands in the air by claiming that because the funds were rolled out to ******, I have to pay tax on $554.39. This was not a priority to Empower, an additional investigation led to a passive letter telling me to go see a tax advisor. No details re the date of the excess contribution were provided so that we can assess the lapse of time that Empower let by before sending a corrected tax form in February 2025. I am a tax advisor and seeing as I was not provided with the option to withdraw the funds, I would like to request a $325 check to alleviate the double taxation brought on my Empower's error in completing a premature rollover. A courtesy phone call by executive team would also be appreciated.

      Business Response

      Date: 03/26/2025

      Thank you for bringing BBB Complaint #********. dated March 5, 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.

    • Initial Complaint

      Date:03/01/2025

      Type:Delivery 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 a distribution of my 401k on 1/2/25 at 11:20am. I was told told by **** the only way to receive funds was via mailed check. I requested expedited shipping at that time and was told I would have to pay an additional $25, which I agreed to. Due to multiple delays between Empower and **** I lost two weeks of per diem interest and would like to be reimbursed $362.70 for financial harm caused. Outlined below are specifics, and I have uploaded images to support my case.1/2/25: Rec'd text message from Empower at 11:36am advising request in process 1/3/25: Rec'd text from *** stating label created and package on the way. Tracking #1ZWA81431392624366 1/5/25: Tracking number confirmed delivery for Monday 1/6 between 9am-1pm 1/6/25: Waited all day - package never arrived 1/7/95: *** status read "The delivery date will be provided as soon as possible". Contacted *** who advised I would have to contact shipper to file a lost package. Called Empower and was told they won't do anything (!) until Thursday the 9th.1/9/25: Called Empower to request stop payment/check re-issue by wire, or worst case overnight mail due to lost days. Was told they will not send overnight, can only request 2-day business mail. Frustrated with that response, I then requested a $25 refund for the lost original package. (Ticket #********). Was told at that time my new check should arrive by Tuesday 1/14.1/13/25: Called to check on status as had nothing from Empower or ***. Spoke to ******* who transferred me to Keon to get a tracking#. Was told no # as the request was still in process.1/14/25: Tracking# 1ZWA81431393269598 was provided. Est delivery 1/15 1/15 and 1/16: Status reflected multiple delays 1/17/25: Package finally delivered. Unfortunately, I was out of the state and had to find someone to collect the envelope left on my front porch, which luckily didn't blow away in the high winds that day. I was back in town on 1/20. Took check to FA for deposit 1/21.

      Business Response

      Date: 03/07/2025

      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 March 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. 

      Customer Answer

      Date: 04/28/2025

      Yes, the letter I sent them on 3/31 is my response to their initial decision to reject my claim.  As of now, this is my most recent response.  I have not heard from Empower as of today.

      Business Response

      Date: 05/19/2025

      Thank you for bringing BBB Complaint #******** dated 3/1/25 with additional concerns dated 4/28/25 to our attention. In order to protect the privacy of our account holders, we are still researching the situation and will respond to the customer directly in writing. We again appreciate you bringing this matter to us for review.

    • Initial Complaint

      Date:03/01/2025

      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.
      empower is blocking and holding my 401 k money I applied for a loan Feb 11th for money that's mine because I'm buying a house I waited never heard nothing called back on the 21st they said they need the purchase agreement I did for the 2nd time called back in the 24 they told me they canceled my loan because I had my wife call to check on the process told me to apply again I did its now March 1st still nothing I have never in life seen nothing like this these people can block and hold your money just to be evil I cant even close on my house I will spend the rest of my days looking for a lawyer because they cant just cancel loans and hold money unprofessional people very evil group no other company does this at all

      Business Response

      Date: 03/06/2025

      Thank you for bringing BBB Complaint # ******** dated February 28, 2025, and BBB Complaint # ******** dated March 1, 2025, to our attention.Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated March 6, 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: 03/06/2025

       
      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:02/28/2025

      Type:Billing 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.
      On Monday I checked my account with ********************** and noticed I could not see the amount of my Premier Traditional **** *** account. I was kept on hold for a very long time. I called and was told there was fraudulent activity on not just my account but others as well. They had put a lock on the account. I called back today Friday 2/28 and was kept on hold for a long time again and told it is still locked. I requested a withdrawal of all my money from both my accounts and was told I couldn't get it because of this supposed lock. All I want is to withdraw all my money from my Premier Traditional **** *** and the Premier Premium **** ***. I told the gentleman that I spoke with that I would be putting in this complaint.

      Business Response

      Date: 03/04/2025

      Thank you for bringing Better Business Bureau Complaint # ******** dated 2/28/2025 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. 

      Customer Answer

      Date: 03/04/2025

       
      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:02/27/2025

      Type:Product 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 is holding my 401 kEmpower is holding my 401 k I applied for a loan on the 11th of Feb I need the money to close on a house after 2 weeks of not hearing anything I called they said they need more information I sent it called back on the 15th day they told me they canceled my laon because I got my wife to call them here it is feb the 27th still no money these are very evil and unprofessional people release my money now why are they so evil to me I don't know them personally and I work very hard for my money release it now

      Business Response

      Date: 03/06/2025

      Thank you for bringing BBB Complaint # ******** dated February 28, 2025, and BBB Complaint # ******** dated March 1, 2025, to our attention.Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated March 6, 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:02/27/2025

      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 have a 401K plan from my previous employer with Empower ****************************. I need to rollover my 401K plan which is not in the automatic rollover **** to my new 401 plan. I talked with customer service maybe 10 times. In every call, new *** is not able to pull my account. Altough the previous *** sent me tax forms to filled in or changes my address, whenever I call in, new *** somehow not able to pull up my account and says you do not match. If I was not matching, how did we update the address or tax forms or statements being sent to my address etc. I need my account to be verified and roll over my money. I spent maybe total of 5 hours trying to get recognized with the ***s, at the end all recognized me but came up with a different issue. I want this to end and have the transfer. I need someone who can resolve what the issue is - someone competent - and move on. I exhausted my options with the ***s because today last one was not able to pull up the account once again and I was simply calling to see if my address change has been processed, and we can move on. Can someone please help me? In total it has been 2 months where I was not able to successful and yet another account charge will be in March - I am only losing time and money. Here is my participant ID: ******** - It is in the Empower Traditional Automatic Rollover *** account with 100% ********************** guaranteed ************ In chronological order: I sent the tax forms to correct my SSN and then have my withdrawal. I sent over my new financial institution. Then I was told my address is wrong (altough statements are mailing to my home address) - we corrected the address on the phone - then I was told to wait for the address to be updated and in the final stage the last *** was not able to find my account! Please someone connect with me who can resolve whatever the issue is and lets move on. Thanks.

      Business Response

      Date: 03/03/2025

      Thank you for bringing Better Business Bureau Complaint # ******** dated 2/27/2025 to our attention. In order to protect the privacy of our account holders, we will research the situation and will respond directly to ***** Ekinci. We again appreciate you bringing this matter to us for review. 

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