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.

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

Initial Complaint
Date:02/26/2025
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.
When I signed up for the ******************* 401K (a) , OMD STATE OF OKLAHOMA never required signature authorization stipulating a 45 day waiting/processing time after termination from employment to receive our distribution payout from our 401k plan. I contacted empower which was the servicing company for my 401ka playing five different times each time. J put a barrier to my withdrawal whether it was from inaccurate information. Signature pages waiting processing times form of payout and then today I called and I had to cancel my entire transaction and start over offering her my email to send the new forms to so that I can fill out and re-upload but the email never came to my email account on file. It appears that this is fraud that this company is not professional and that they're holding my money without any reason. I asked her to send me the representative on the phone and empower. I asked her supervisor to send me a copy of the signature page where I sign with my employer saying that I had to wait 45 days after termination to receive my 401k disbursement. She argue with me and says she didn't have it and so I asked her what about the $40 process and feed that. They also charged me for the 4 day expedited mail and she said that the agent who handled the call.And then I asked her what about my bank account and she said it would not be available to direct deposit until March the 3rd. And then I said even though we didn't sign anything saying that we had to wait 45 days, you're still going to force us to wait 45 days and she said she was going to and I told her that I was going to file a complaint with the better Business bureau because I think this is fraud. Now the corrective forms and all the information that we talked about today is not available to my information and ************ email address because she did not send it through to me to refile for my 401k payout. I uploaded copies.
Business Response
Date: 03/03/2025
Thank you for bringing BBB 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 Mr. ******* We again appreciate you bringing this matter to us for review.
Customer Answer
Date: 03/12/2025
Empower said they mailed my disbursement on March 4, 2025. I agreed to express delivery for $40.00 from my check. Today, I tried to find the tracking number for the package. I called the ****************** Center. The representative said because their internal tools are down call back in an hour. Otherwise they won't be able to help. That is why I've rejected the way this complaint is being handled. Because Empower / Pathfinder seems really suspicious.
Customer Answer
Date: 03/12/2025
I spoke with a supervisor from Pathfinder/ Empower and my phone recorded a transcript of a voiced conversation where they assured me of an express deliver and the.setails.of the withdrawal agreement would be honored. Here's that attachment:

Customer Answer
Date: 03/18/2025
I received the disbursements.
Initial Complaint
Date:02/25/2025
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 rolled out my Empower 401(k) account to ****** rollover *** on 7/11/24. After correctly issuing a Form 1099-R, Empower later printed two Form 1099-Rs where $554.39 is being reported as a taxable amount. Please correct this to issue one Form 1099-R where the full rollover is coded under distribution code G.
Business Response
Date: 03/04/2025
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 letter dated March 4, ********** 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:02/24/2025
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 11/7/2024, I submitted a request for a withdrawal of funds from my account. I received a letter requesting more information. On 11/12/24, I contacted Empower regarding my request. I was informed that a Service Request Ticket #******** was submitted to remove my account from active to inactive status. On 2/24/25, I spoke with a representative who informed me that I continue to be on the active employment status. I am an 83 year old who hasn't work anywhere since 2006.I was transferred to someone (*****) where I left a voicemail message. This is the case whenever this firm is contacted, the runaround without a resolution. I
Business Response
Date: 03/10/2025
Thank you for bringing BBB Complaint # ******** dated February 24, 2025, to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated March 10, 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:02/24/2025
Type:Order 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 was laid off by my employer ***************************** on 12/18/24 due to the company permanently going out of business and filing bankruptcy Chapter 11. I contacted Empower Retirement and requested that I withdraw my vested balance of $1249. They informed me that they needed approval from my employer which is not possible because the company laid off all employees, so there is nobody remaining at ***************************** to approve the withdrawal request. I made this withdrawal request in January 2025 and as we approach March, Empower will not give me my money. They keep saying they are awaiting approval from Channel Control Merchants, again there is nobody left to approve this request. They will not help me and they are saying it can take 5 years to resolve. I am having medical hardship and I need my money. The bankruptcy is public knowledge and they can easily verify that my company went out of business.
Business Response
Date: 02/25/2025
Thank you for bringing BBB Complaint # ******** dated 2/24/2025 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: 02/25/2025

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:02/23/2025
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.
On or about 10/10/2024, I received a notification from Empower Retirement indicating that my 401(k) plan was about to be terminated. I promptly contacted their customer service. During my conversation with the ***resentative I was informed that the cancellation was due to my former employer terminating its contract with Empower Retirement. The ***resentative outlined several options, one of which was to roll over my 401(k) funds into my current employers plan. After careful consideration, I opted to proceed with this rollover to Fidelity. The check was mailed to me, dated 10/24/2024 and I rolled over the funds with the help of Fidelity on or about 10/31/******* no point during this interaction was I informed of any associated fees for the rollover process. In fact, one of my questions that I explicitly asked was around any penalties or fees and I was informed there were no tax implications or fees in doing so. As a result, I was under the impression that the transfer would be completed without any additional charges. However, upon receiving the rollover check in the mail, I was surprised to find that $50 had been deducted from my account without prior notice or authorization a line item appearing as 780320-01 Administrative_Fee.Empower Retirement did not provide transparency regarding this deduction, nor was I given any alternative option to avoid the fee. This lack of disclosure left me feeling forced to comply with their terms, while they benefitted from an unethically charged fee. The total amount I was expecting was $52,800.38 but I was only credited $52,750.38. Additionally, after speaking with a *** after this event, they simply denied having any ability to change *********** resolve this issue, I'm requesting a refund of the $50 fee that was wrongfully deducted from my account. Additionally, I urge Empower Retirement to revise their customer communication practices to ensure transparency and compliance with consumer protection standards.
Business Response
Date: 02/28/2025
Thank you for bringing BBB Complaint # ******** dated February 24, 2025, to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated February 28, 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

Complaint: 22980858

I am rejecting this response because I currently have not received any communication from you. Please let me know when to expect the communication/letter you have advised.

Thanks,

***** ****
Business Response
Date: 03/17/2025
Thank you for bringing the additional concerns related to BBB Complaint # ********, to our attention. Upon conducting an additional review of the situation, we resent the letter from February 28, 2025, via ***** on March 17, 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 appreciate you bringing this additional matter to us for review.

Sincerely,
Empower
Initial Complaint
Date:02/21/2025
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 am unable to reach any real help from their service line. I am calling to ask a very simple question: what name should I put down at the Make Check Payable section when fill out out the direct rollover information since my new employer is using Empower. However, for over an hour and multiple calls, I was being put on endless hold and waiting in vain. There is no alternative ways to reach them, no email provided, no way to find out that information on my own using their website, even no method for me to escalate or complaint (because that was also another 30 mins on hold). I have no options since my employer use them but how can I trust my retirement money with a company that could not even answer such a simple question?
Business Response
Date: 03/04/2025
Thank you for bringing BBB Complaint # ******** dated February 21, 2025, to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated March 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.

Sincerely,

Empower
Initial Complaint
Date:02/19/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I requested withdrawal for my old 401k. First they said the account was on hold for 15 days for address change, then they said they would wire the funds, then wire was not option, a check would be made to me, then they said a check should be made to custodian, then they said they will send it on 02/11/25 (15 days hold was passed) then they said they cannot send by **** they need approval. First they said it was 5 days, then they said it was 7, today a supervisor said 10 business day and hang up to my face after being on hold for him for 45 minutes. I spoke with 8 **** agents all said different things. They said everything should be converted to cash equivalent for withdrawal now they do not know how long it will take. I made countless phone calls. Now the website says when they are ready it will be a regular mail 5-7 business day. Terrible customer service, nobody seems to provide a clear answer. I asked them to expedited the process and nothing. I am beyond frustrated a withdrawal request should not take 2 months.
Business Response
Date: 02/20/2025
Thank you for bringing BBB Complaint # ******** dated 2/19/2025 to our attention. In order to protect the privacy of our account holders, we will research the situation and will respond directly to Ms. ****** We again appreciate you bringing this matter to us for review.
Customer Answer
Date: 02/25/2025

Complaint: 22961409

I am rejecting this response because: they contacted me immediately with an apology but still we are waiting approval they said . Their website says 5-7 business day, original request was jan 27 (with address change) then feb 10 after hold period, today is feb 25th still website says pending approval. No approval should take 15 days to process a check.

Sincerely,

Dido Ozcan
Business Response
Date: 03/04/2025
Thank you for bringing BBB Complaint # ******** dated 2/28/2025 to our attention. The participant's address has been updated, the Plan has now reviewed and approved the request, and the paperwork has been processed. A response was also sent to the address of record on 3/4/2025. We again appreciate you bringing this matter to us for review.
Initial Complaint
Date:02/16/2025
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 provides retirement accounts through my employer. They changed my accounts without permission (or suffered a hack/system failure) and lied about it. Their **** are trained to lie to customers and continually lie to me. All of their statements are contradicted by observable facts. They suffered a data breach last year and apparently never fixed the issues. They are required to report these breaches to the state of ** and there is no evidence they have done so.
Business Response
Date: 02/21/2025
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 February 21, 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: 02/21/2025

Complaint: 22948283

I am rejecting this response because: I have not received any letter from the business. Further, the business originally told me they would get back to me in 3-5 business days, which was a lie. They continually lie, and I had requested, among many other solutions, that they cease lying. They also have not terminated the lying employees.

Sincerely,

***** ****
Business Response
Date: 03/06/2025
We have sent a copy of our response letter directly to the customer via *************** delivery on March 6, 2025. We again appreciate you bringing this matter to us for review.
Customer Answer
Date: 03/09/2025

Complaint: 22948283

I am rejecting this response because: I have received the letter (though not the one sent via ******* In the letter, the business states: a) they made unauthorized changes to my accounts, and b) they lack the capabilities to properly administer my account. This is not a resolution! These admissions confirm that employee "******" is a liar and horrible person. It also indicates that my prior communications with customer service representatives over several months were not properly handled.
The business has no right to make unauthorized changes to my account. I repeat my resolution requests. The business must cease its improper activities and guarantee to stop these activities going forward. Given that the business admits that it cannot properly administer accounts, it must refund all prior administration fees and cease charging fees going forward. It must properly report its failures to the State of CT. It must fire lying ******. Until these steps are taken, the complaint will not be resolved.

Sincerely,

***** ****
Business Response
Date: 03/14/2025
Thank you for bringing Better Business Bureau Complaint # ******** to our attention. An additional response was mailed to the address of record on March 14, 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: 03/14/2025

Complaint: 22948283

I am rejecting this response because: I have not yet received the letter, but I reject any response that does not at least: 1) Fire lying "******," 2) report Empower's data breaches to the State of CT as required by law, 3) permanently ensure Empower no longer makes unauthorized changes to my accounts, and 4) refund all past fees and stop all future fees.

Sincerely,

***** ****
Customer Answer
Date: 03/22/2025
Yes, I have received the letter. It states that Empower is legally prohibited from refunding fees to only me and ceasing future fees for only me. Therefore, it should refund fees and stop future charges for all employees in the plan.
Initial Complaint
Date:02/15/2025
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.
I am complain about My 401k with this company i was an employee with ************* and our *** with Empower is ****** ******* to approve our distribution request she has denied every request and i am no longer working with the company i am asking for empower to contact ****** ******* and get her to approve my distribution
Business Response
Date: 02/26/2025
Thank you for bringing BBB Complaint # ******** dated February 15, 2025, to our attention. Upon conducting a thorough review of the situation,we responded directly to the customer in our letter dated February 26, ********** 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: 02/26/2025

Complaint: 22946516

I am rejecting this response because: waiting for the businesses response

Sincerely,

***** ******
Business Response
Date: 03/07/2025
Thank you for bringing the additional concerns regarding BBB Complaint # ******** to our attention. We requested our letter dated February 26, 2025, be resent via *****. ***** tracking indicates the response was delivered on March 7, 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:02/14/2025
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.
My finance request a loan from Empower Retirement services and for the past month we have receive nothing but the run around. Anytime we submit supporting document they send a response right before they close for the day, more documents are need. He had surgery and out of work. We have submitted the bills he received. They will not accept any bills over 60 days, but you cant submit the bills until ********** and the hospital do their part. Then they want to see how much the insurance paid. Its a hardship, and I have requested a loan will be paid back. The straw that broke the camels back is when they responded 30 minutes before they closed on a Friday, the withdrawal was denied because the paper wok in not in order. WHAT exactly does that mean when we have spoken to you multiple time. If I am unable to take a hardship what will happen when its time for my retirement. I have instructed him as SOON as he get back to work to stop contributing to this company and move what ever is left out of this account. But in the mean time what do we do?
Business Response
Date: 02/18/2025
Thank you for bringing BBB Complaint # ******** dated 2/15/2025 to our attention. In order to protect the privacy of our account holders, we will research the situation and will respond directly to the customer. We again appreciate you bringing this matter to us for review
Customer Answer
Date: 02/24/2025

Complaint: 22943926

I am rejecting this response because:
We are still going back and forward with this company. Do we need to get a lawyer involved at this time... This is very frustrating?

Sincerely,

****** *********
Customer Answer
Date: 02/25/2025
We have now been going on a month with this company.
Everytime we reach out we get a different story! Or they say the paperwork is not in order and no one can tell us what that means.
As of the last time I sent you the email, we have made 5 attemps to get this matter taken care of not counting the number of times before then.

Business Response
Date: 02/26/2025
Thank you for bringing BBB Complaint # ******** dated 2/25/2025 to our attention. In order to protect the privacy of our account holder, we have researched the situation and responded directly to the account holder in writing on 2/26/2025. We again appreciate you bringing this matter to us for review.

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Empower Retirement is NOT a BBB Accredited Business.