Complaints

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

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  Empower Retirement

  8515 E Orchard Rd Greenwood Village, CO 80111-5002

• 

  Empower Retirement

  11500 Outlook St Overland Park, KS 66211-1804

• 

  Empower Retirement

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

• 

  Empower Retirement

  PO Box 1700 Denver, CO 80201-1700

• 

  Empower Retirement

  333 Willoughby Ave Juneau, AK 99801-1770

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

• Initial Complaint

  Date: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,
  
  ******* ******

• Initial Complaint

  Date:12/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/08/2024 I requested of rollover of funds ($ *****) in my R3 GOVT SOLUTIONS 401K PLAN under plan administrator Empower to my ******************* traditional IRA ******** At this time the funds are lost and I am unable to get any assistance from Empower. Please let me know what assistance you can provide.

  Business Response

  Date: 01/06/2025

  Thank you for bringing BBB Complaint # ******** dated 12/24/2024 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: 01/06/2025

   
  Complaint: 22727375
  
  I am rejecting this response because: I have given the Empower since 11/08/2024 to resolve this issue directly with me and the issue remains unresolved. Please advise what further assistance you can provide.
  
  Sincerely,
  
  ******** **** **

  Business Response

  Date: 01/17/2025

  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 July 7, 2025, and have confirmed with the customer and the new custodian the matter has been resolved. We again appreciate you bringing this matter to us for review. 

• Initial Complaint

  Date:12/23/2024

  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.

  In early December I requested a hardship withdrawal from my 403b. That transaction was supposed to take 2-3 days by ****. Instead empower sent it *** which caused my check to be sent back causing a 5 day processing delay and 5 day re-issuance delay. Then they did it again. Sending my check *** instead of ****. *** will not deliver to a post office. Being homeless I have a "general delivery" mailing address at my local post office. Now I'm waiting for them to deposit funds to my account. Still caught in some cancelation of check/re-issuance of funds delay. What should of taken 2-3 days is now going on 3 weeks. A team member called and said they would have funds to my account at the beginning of this week. Still nothing. I requested a hardship withdrawal because I'm now homeless and have bladder cancer, congestive heart failure, pulmonary hypertension, COPD, a catheter in me for 2 months and need oxygen most of the time. So this delay has put an extreme amount of stress on my body, mind and overall health.

  Business Response

  Date: 12/24/2024

  Thank you for bringing BBB Complaint # ******** dated December 23, 2024, 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: 12/24/2024

   
  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:12/21/2024

  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 submitted a withdrawal request on 10/14/24 confirmation #*********. I was told it would be about 14 business days to process and mail. I even agreed to the $40 to have it expedited mail. I have called several times regarding the withdrawal. The first time it was that they were waiting on approval from my former employer and suggested I call to expedite the process. My former employer does not exist. The business closed its door in September 2024. Another call to them resulted in a it is being processed you will receive it on ***** business days. I have also contacted them by email to which they replied for me to call them due to sensitive information which couldn't be disclosed in an email. I called again 12/20/24. I was told that my transaction is in its final stages just waiting for 3rd party approval. The representative said that he had exhausted his resources as to why it was taking so long but didn't reveal what those resources were or who the 3rd party we are waiting on is. I responded that I would be calling again Mondayfir an update. 2months is a bit excessive.

  Business Response

  Date: 12/30/2024

  Thank you for bringing BBB Complaint #********, dated December 21, 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
  

• Initial Complaint

  Date:12/20/2024

  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 uploaded two separate hardship withdrawal requests on 12/16/24 for dental procedures done at different businesses. I thought they could be processed together, and I was given this reference number ( 524735-01/ *******). After I received only one reference number, I immediately called them to ask if it was ok, I was told that they would separate them for me. However, although I submitted two separate forms with two different dental office addresses and different amounts, a representative I spoke to on 12/19/24 told me that they combined the two as one and gave me less money than I requested. We spoke for over an hour and was put on hold for a complaint number but was cut off. She never attempted to contact me via phone, email, or website. In addition, I also resubmitted another form on 12/18/24 and was told I had to submit two separate forms. Whenever they make mistakes, they do not own up to it at the expense of clients. I was supposed to get two amounts directly deposited to my checking account for $1235.00 and $1135.00.

  Business Response

  Date: 01/06/2025

  Thank you for bringing BBB Complaint # ******** dated December 20, 2024, 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

• Initial Complaint

  Date:12/19/2024

  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.

  Empower accused me of missing several payments, when in fact it was them who "lost" several of my payments. I have given them all of the required documents to correct their mistake, and after several weeks of no answers, and nothing but the run-around, it still hasn't been resolved

  Business Response

  Date: 12/30/2024

  Thank you for bringing BBB Complaint #********, dated December 19,  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
  

• Initial Complaint

  Date:12/19/2024

  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.

  Between 11/29/2024 and 12/19/2024 Empower financial specialist lured me to believe they have great *** products and due to my existing 401K account if I brought in $150,000 and opened a traditional *** ** get access to free advisor. In no way I wanted Empower to auto invest my money without my consent. Between 12/10/2024 and 12/18/2024 Empower withdrew $150,000 from my **************** *** ******** It took awfully long for them to get my money available for me to see in the ******** Through this process I discovered many flaws in their handling of simple communication and lack of customer service became evident to me. They told me my funds went into a dark period and as soon as it clears ** be able to get my money $150,000 back to me as I lost faith in their business model. On 12/17/2024 I received a call from one ****** at 6:12 PM ET that my $150,000 is now in my newly created *** ******** I told him that they should keep the money as cash holding as Im in conversation with other banking institutions to rollover that funds as I do not want to do business with Empower due to their lack of service. He assured me the cash will remain as cash. However, on 12/18/2024 someone at Empower uses my $150,000 and bought Empower mutual funds without even asking or informing me of thus. I only found out late at night when I was looking into the app to make sure tomorrow I may begin the rollover process. To my utter shock the funds due to their mutual funds volatility lost $3000! I understand the risk of investment but none of my newly added funds $150,000 was to be invested in anything other than keeping it as cash. You can check all our conversation as they claim these were recorded. I also have emails to proof these issues and bad business conduct.

  Business Response

  Date: 12/27/2024

  Thank you for bringing Better Business Bureau Complaint # ******** to our attention.Upon conducting a thorough review of the situation, we responded directly to the customer in our letter dated 12/27/2024. While we are unable to share the details of this response with the BBB due to privacy concerns, the customer may share this response with the ******************** at their discretion. We again appreciate you bringing this matter to us for review. 

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22708022
  
  I am rejecting this response because: the business has arbitrarily without any proof states that they reviewed call recordings which Im confident would not hold water. The salesperson ***** ******* misled me over phone not disclosing that the account he opened was an *** account with restricted mutual funds investments and investment decisions are made by an Empower employee - called a financial advisor. I had never wanted to open such *** ******** They used internal Empower terms without ever sending me a form or printed materials to review before accounts under my name. Once my funds arrived at Empower they promptly moved my money to one of their mutual funds even though I called them multiple times and confirmed with one ****** on December 17, 2024 at 6:12 PM ET that my funds would not be disbursed without my consent and that $150K will remain in the account as cash until I call to get the money back to my existing account with **************** from where I had withdrawn these funds to open a brokerage *** account with ********************** where Ill be directing my investments in stocks, etfs, etc. with an advisor available to consult. The account they opened unbeknownst to me is not such account rather ********************** advisors puts customers funds in their internally managed mutual funds, again without my consent. 
  A class action lawsuit, if initiated, Im sure will inevitably find many other customers like me were misled by ******************** marketing tactics executed by trained employees such as, ***** *******. 
  I challenge Empower to play all the calls not just a call of an initial conversation but the ones I made since that marketing bait and switch tactics that ***** employed. You must listen to the calls dated 12/17/24, 12/18/24 and the ones prior to and after those dates. 
  Empower is a big company, I alone cannot afford to fight this battle. 
  Once I get my money back I intend to initiate a class action lawsuit.

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

  Business Response

  Date: 01/28/2025

  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 1/24/2024. While we are unable to share the details of this response with the BBB due to privacy concerns, the customer may share this response with the ******************** at their discretion. We again appreciate you bringing this matter to us for review. 

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22708022
  
  I am rejecting this response because: in your letter you did not provide any proofs to your claim. Your mischievous sales person Devon ****** should be disciplined and must review all our communications including emails and recorded calls from November of 2024 to date. You should provide legal transcripts of complete calls not just the portions most likely you selectively reviewed to cover Devons misdeeds. 
  
  Sincerely,
  
  Dr. ****** ****

• Initial Complaint

  Date:12/17/2024

  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 profit sharing plan at Empower for many years prior to my retirement this year. After my retirement, I tried to get Empower to roll over the funds in my account to an ***. I have spent well over five hours on the phone over the last few months, speaking to numerous people, and being put on hold. This process has been beyond frustrating. It seems like getting your own money out of their company shouldn't be this hard!

  Business Response

  Date: 12/30/2024

  Thank you for bringing BBB Complaint #******** dated December 17, 2024, 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