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.
195 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:01/24/2025
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's durable power of attorney process is complicated and cumbersome. Either my mother or I have been working with them for weeks to simply have her added to the account.We have submitted notarized power of attorney documents, notarized durable power of attorney documents, signed doctor's note, etc. Every time we think the requirements have been met, which they will not advise of all at once to avoid this back and forth, there is something else they need to move forward. The final straw was asking to have the durable power of attorney documents re-notarized because the notary signed next to the arbitrary signature line. The documents were legally notarized and at this point, Empower is not acting in good faith.
Business Response
Date: 01/27/2025
Thank you for bringing BBB Complaint # ******** dated January 25, 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: 01/31/2025

Complaint: 22854684

I am rejecting this response because:
In good faith I have waited for weeks for Empower to rectify this situation and give account access to my mother.
I have asked for detailed instructions on how to submit the required paperwork to avoid unnecessary delays.
The paperwork is unclear to fill out. For ex., the notary did not put his name on an arbitrary line so they made us get the paperwork re-notarized. When they asked us to re-do it, they said it was a common mistake. If it is a common mistake that causes delays, and they are aware of it, why not fix it?
I have repeated asked for someone with authority to expedite the paperwork but they flat out say that there is no one at Empower with the authority to do so. Which I find hard to believe.
I have submitted form after form after form. Every time something else is wrong with it. To be fair, on one of the forms, my mother's house number was left off. That being said, I am at a loss as to why it is taking so long to get this resolved.
I am in need of assistance from the BBB to move forward.
Sincerely,

****** *****
Business Response
Date: 02/07/2025
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 February 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.
Initial Complaint
Date:01/23/2025
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.
Former 401k servicer won't permit me to transfer out my accounts to IRAs and I have been trying for 3 weeks. They keep charging me fees and I want those reimbursed.
Business Response
Date: 02/06/2025
Thank you for bringing Better Business Bureau Complaint #******** 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:01/22/2025
Type:Order 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 trying to take money out for a hardship as there was **** declared disaster from storm damage. I have submitted the insurance documentation, contractor bills, and everything associated with it, still they are refusing to send me my money. The date of the loss is annotated on the insurance claim, and they are indicating that the date of loss needs to be on the contractor's bill. The contractor wasn't there, and has no idea when that occurred, whereas insurance does, and it is specifically listed on the insurance claim that was sent to them. I have been battling with them for almost three weeks, and I cannot stand calling them repeatedly, and I don't have time to keep playing games with them, water is coming in my house now. I have also issued the **** disaster declaration with the paperwork that aligns with the insurance company statement.
Business Response
Date: 01/23/2025
Thank you for bringing BBB Complaint # ******** dated 1/22/25 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: 01/23/2025

Complaint: 22844200

I am rejecting this response because: I have submitted all hardship data requested, and my last name is *******, not Parent.

Sincerely,

***** *******
Business Response
Date: 02/05/2025
Thank you for bringing Better Business Bureau Complaint # ******** to our attention. Upon conducting a thorough review of the situation, we responded directly to Mr. ******* in our letter dated February 5, 2025. While we are unable to share the details of this response with the BBB due to privacy concerns, Mr. ******* may share this response with the BBB at his discretion. We again appreciate you bringing this matter to us for review.
Customer Answer
Date: 02/06/2025

Complaint: 22844200

I am rejecting this response because: there was simply another vague response and new documentation requests that had never been discussed, nor where they apart of the paperwork requiring this documentation.

Sincerely,

***** *******
Business Response
Date: 02/20/2025
Thank you for bringing BBB Complaint # ******** dated 2/18/2025 to our attention. In order to protect the privacy of our account holders we cannot provide specific information, however our records indicate we responded directly to Mr. ******* on 2/5/2025, and requested documentation as to which of the addresses he has given is his primary residence. We again appreciate you bringing this matter to us for review.
Initial Complaint
Date:01/16/2025
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.
I submitted a hardship on a January 8 2025; I have waited today makes it a week and 1 day and I still have no movement or update regarding my hardship withdrawal. I have spoken with several different agents who has spoke with their supervisors and no one can tell me why request has not had any movement. It should never take almost 2 weeks for a hardship withdrawal . No one seems to care at all. After 7 people have looked over my document no one can tell me anything but we are waiting on a response from the processing team. I am disgusted right now at how this company handles their customers.
Business Response
Date: 01/29/2025
Thank you for bringing BBB Complaint # ******** dated January 16, 2025, to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated January 29, 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:01/13/2025
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 submitting a complaint against Empower Retirement for stalling to payout my beneficiary inheritance. My father lost his life in May of 2024 and it absolutely has crushed me. I have submitted all the necessary documentation to receive his 401k now that he is deceased however its feel Empower is stalling. I confirmed submission of all necessary paperwork on December 6, ******************************************************************************************************************* misunderstood. Its frustrating because it restarts the process of his claim. I never receive any emails or phone calls from the company, only new information about a mishap when I call. Today I reached out and spoke with a lady and she asked if I wanted to receive the full withdrawal amount but its was stated on the paperwork submitted on December 6, 2024. I again said yes and asked if all paperwork was submitted in totality. She answered yeah for now. This is frustrating and beyond my control. I just want my fathers earnings and to continue grieving.
Business Response
Date: 01/23/2025
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 January 23, 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:01/09/2025
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 am filing this complaint against Empower regarding an unreasonable fee they are charging to withdraw funds from my 401(k) account. I had a ****** account with my previous employer, which is now managed by Empower. When I attempted to withdraw my funds, I was informed that there is a $40 fee for the transaction.I find this fee to be excessive and unfair, especially considering it is my own money. There was no clear communication or transparency about this fee during the account setup or the transition process. This creates an unnecessary financial burden on individuals who simply want access to their savings.I request that Empower waive the $40 withdrawal fee or provide a clear and reasonable justification for this charge. Additionally, I urge Empower to enhance transparency regarding all fees associated with account management and transactions.Desired Resolution: Waive the $40 withdrawal fee. Improve transparency by clearly disclosing fees to account holders upfront.Thank you for addressing this matter promptly.
Business Response
Date: 01/16/2025
Thank you for bringing BBB Complaint #******** dated January 9, 2025, to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated January 16, 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: 01/16/2025

Complaint: 22789118

I am rejecting this response because: I never got any letter from Empower. They refused to answer BBB because they are deviating the truth.

Sincerely,

Clever ******* ******** ***********
Business Response
Date: 01/23/2025
Thank you for informing us of the customer's additional concerns.
Our letter addressing the customer's concerns was mailed on January 17, 2025, to her address of record. Please note that the ***************** provides an estimated delivery time of seven to ten business days, and did not operate on Monday, January 20, 2025, due to the ****** **************** Day holiday. The letter is expected to be delivered between January 29, 2025, and February 3, 2025. If the customer has additional questions or concerns after receiving Empower's response, she should contact our ******************** at ************ for more information.
Sincerely,
Empower
Customer Answer
Date: 01/24/2025

Complaint: 22789118

I am rejecting this response because: the company decided not to address my concern and called me her. I am a 36 year old MALE.

Sincerely,

Clever ******* ******** ***********
Initial Complaint
Date:01/07/2025
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.
Our father passed away on 11/21/24. We contacted ********** to learn that his pension death benefit plan (now $8,000) was sent to Empower. We contacted Empower the week of December 1. They informed us to send the death certificates of our parents-we sent those on 12/13/24. They received them on 12/16/24. We did not hear from Empower at all at that time. We had given them my contact email and phone number. We called on 12/26/24-they noted they would escalate our call and have the payment team contact us. No one called us. We called back on 1/6/25 to find out no one has reviewed our file or sent the package. We are relying on this to pay for his funeral expenses. At this time, there has been no movement and no return calls on their end. Our father had another plan through Principal that not only contacted us, emailed us and sent us a letter to confirm that we filed for the death benefit, but also paid us the $5000 by December 19. At this time, we cannot get anyone from Payment Team to talk to us. No one can send us the procedures for processing and no one has called us back. We are in desperate need to finish paying his funeral costs and a family shouldn't have to go through all of this just to have this covered and paid for when they are grieving as it is. This company has been the worst yet to deal with and we want to warn others to not proceed with working with this company. I have had ******** my whole life and anytime I have had to move money around it has been done swiftly. I do not want to hear that it is the holidays as it has been almost a month since they were sent the paperwork.
Business Response
Date: 01/24/2025
Thank you for bringing BBB Complaint # ******** dated January 16, 2025, to our attention. Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated January 23, 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: 03/19/2025
Hello

We file the following case in January 2025. We have still not received payment.... We are getting the run around by this agency. We filed the paperwork in December for the death benefit.

#********.

Business Response
Date: 03/24/2025
Thank you for bringing BBB rejection complaint #******** from March 19, 2025, to our attention. Upon conducting a further review of the situation, we have provided an additional response directly to the customer in a letter dated March 24, 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: 03/26/2025

Complaint: 22775973

I am rejecting this response because: I received a phone call. I returned and left a message on a direct line. Information was not emailed nor shared via fax. The process and response time is inconsistent. Their business practices are inconsistent. They initially noted we could not fax and then we could. They said no direct line to anyone, and now there is after our complaint. Every time one of my siblings and I call, we are given a different story. How is this not paid out yet??????

Sincerely,

******** ********
Customer Answer
Date: 04/08/2025
I received the money from Empower but it is incorrect. They told me on the phone 2 weeks ago that my check was on the way and that they took out taxes; however, I elected NOT to have my taxes taken. I would like to have a check disbursed for the remaining $400.
Initial Complaint
Date:01/04/2025
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 signed up for this retirement program through my previous employer. I have had this plan about 2 years maybe a little more. Empower deducts a certain amount chosen by me and every two weeks its deducted, as well as my 457 deferred ****. December 19, 2024 I left *********. I contacted Empower to close my account and receive my balance. I contacted them and let them know my status with actransit and needed to start the process of closing the account. ********************** informed me that the date of birth They have is different from the one I am currently giving them. How is that I ask? They said apparently the company gave them the wrong date of birth, and this needed to be corrected before any information could be given about the account. Although I was extremely upset, because how can you have the wrong date of birth yet still be able to deduct money from my paycheck every two weeks and this has been going on since the commercials of this account as of now I turned in the personal information correction and now something else has been added, which in need to be notary, so I need to do all this in order to get money that was taking from my paycheck and placed into this account. This is very unacceptable And in power access act X, though theres nobody else above the agent that you initially get connected to and this is unacceptable. I feel as though what if a person is unable to get that information to them then what happens to that money do they just take the money? I mean this needs to be resolved and I feel as though a proof of identification should be sufficient Enough.
Business Response
Date: 01/13/2025
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 January 13, 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:12/26/2024
Type:Order 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 was out on disability for several months and had to file a hardship loan in October 2024. I was told to submit bills that were due only. So I sent empower ret that months bills and asked for a loan that total that amount. I received a check a few weeks later for that amount I requested. In December of 2024 I filled out another hardship loan request for December. Like before, i submit all my bills that were due that month. They denied it because they are claiming that the first loan in October was supposed to cover three months. They told me that I can't file for those types of bills again. I told them that I didn't agree to the loan payment covering multiple months. I didn't sign anything covering multiple months because almost all my bills changes each month. Empower didn't disclose the fact that the first check was supposed to cover three months when I cashed it.I've talked to a number of people there and one of the supervisors agreed that there was some discrepancies in the first loan request. She said that since I cashed the first check that I agreed to the terms of multiple months. I told them to show me something that says that I agreed to or even knew about multiple months. They told me that they'll mail me a "custom letter" stating multiple months however I pointed it out to them that it would be fraudulent to create a letter after I already cashed the first paycheck since I didn't agree to it to begin with. They never disclosed anything to me about multiple months of coverage either in writing or orally over the phone until after I filed for another loan request in December. If I would have known the they were going to do this, I would have asked for a lot more money. That supervisor told me to return the money that I got in Oct so that they can decide on whether or not I get a loan at all. They changed the terms of the first loan/ contract after I had already cashed the check which is illegal just so they can deny my second loan request.
Business Response
Date: 01/14/2025
Thank you for bringing Better Business Bureau Complaint # ******** to our ************ 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: 01/14/2025

Complaint: 22733747

I am rejecting this response because:
The conversation I had with one of the supervisors from empower prior to filing the complaint on BBB was really bad. I told them that I will not be accepting anymore phone calls from them. I said I will have a third party handle our dispute instead. This supervisor was constantly talking over me. I couldn't finish a sentence without her interrupting me. I got the overall impression that they weren't even listening to me and could care less about my concerns. Some of the responses that they were making did not make sense and was out of place for the topic of discussion at that point in time during our conversation. Almost as if they were trying to establish a record. I haven't received any calls since then.
1-I believe full transparency In writing for anyone making a Hardship loan is a reasonable request for the future. This would prevent alterations after the fact and over reaching.
2-Since they altered my first loan without my knowledge or permission, I'm unable to request another similar loan for a different month. I think changing the first loan back to what we originally agreed to "one months bills" is also a reasonable request. This would allow me to request additional loans in the future if needed.
3- In the future, include a summary of how you came up with the total amount or any changes along with the loan check in the mail for everyone that is requesting a loan. You cannot create a letter after the incident to protect yourself from liability. You can't assume that since we cashed the check that we would agree to whatever terms you come up with without notify us first.
Sincerely,

******* ******
Business Response
Date: 01/23/2025
Thank you for bringing the additional concerns regarding BBB Complaint # ******** from December 26, 2024, to our attention. We have conducted an additional review of your contact with the ******************** in order to identify the areas where we fell short of our goal and improve our services moving forward. Due to privacy concerns, we are unable to share account specific details or accept transaction requests via the BBB. Please note, Loan Confirmation Notices are sent based on your communication preferences and are available via the participant website. We again appreciate you bringing this matter to us.
Sincerely,
Empower

Customer Answer
Date: 01/23/2025

Complaint: 22733747

I am rejecting this response because:
I'm happy that empower is willing to improve service moving forward however it doesn't sound like they really understand the problem with statements and full disclosure. Loan confirmation notices as they call it didn't disclosure anything about what submitted bills where approved and if the money was supposed to cover multiple months. That information wasn't on the website. It wasn't included with the loan check in the mail. It wasn't even talked about over the phone when I first asked for the loan. I already discussed the importance of this earlier. This is not account specific. It's their inability to disclosure proper information for anyone wanting a hardship loan. So far they haven't said anything to indicate that they are going to fix that issue.
In regards to the remarks they made about not able to share account specific details or accept transaction request on BBB is amusing. Its fine that they don't what to talk about the incident in detail but they already altered my loan request and made the loan transaction without my consent. It was made to look like my original loan request but was in fact something completely different. I haven't see anything on here that indicates they admit wrong doing or that they will make things right.

Sincerely,

******* ******
Initial Complaint
Date:12/26/2024
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 filled a legitimate claim withdrawal only to be turned down because of false claims that I didnt provide the right information. The withdrawal request information I provided was correct but Empower lied saying I didnt turn in the information when I did more than 3 times. Then they claimed that the government wouldnt accept my claim for a hardship withdrawal and that was a lie I provided legal documentation to get my roof repaired from storm damage and they continued to say that I didnt provide anything or sign anything when I did They even said the government would not accept withdrawal claims for roof damage repairs
Business Response
Date: 01/13/2025
Thank you for bringing BBB Complaint #********, dated December 26, 2024, to our attention. We are conducting a thorough review of the issue and will provide the customer with a written response once our review is concluded. While we are unable to share the details of this response with the BBB due to privacy concerns, the customer may share this response with the ******************** at their discretion. We again appreciate you bringing this matter to us for review.

Sincerely,

Empower
Customer Answer
Date: 01/19/2025

Complaint: 22732467

I am rejecting this response because:

Sincerely,

******* ******

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Empower Retirement is NOT a BBB Accredited Business.