Employee Benefits Insurance
Empower RetirementThis business is NOT BBB Accredited.
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Reviews
This profile includes reviews for Empower Retirement's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 322 Customer Reviews
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Review fromRob B
Date: 04/11/2023
1 starRob B
Date: 04/11/2023
I reached out over a week ago about rolling over an old job's 401K balance to an **** She said I had an existing *** with them and the easiest thing would be to rol it into that. I said OK and got a confirmation number. Days later I get an alert that my withdrawal was made but no follow up on the status of *** it was supposed to go into. None of my website logins work. I call them and after 3 tranfers and over an hour on the phone they tell me all my accounts with them were closed and they have my money but didn't know what to do with it. The confirmation number I have gave them told them notthing. And now they apparently need to open a NEW *** account and roll it into that which will take several days. This company is a joke. I have had problems with them for years and it never gets any better. I wish none of my employers did business with them. It is insanely stressful to call a company and have them not know where your money is and transfer you around from person to person. the average call with them is an hour it is insane. I wish someone would *** them. They should not be allowed to s**** with people's money like this.Once this new account is opened and I have access to it I am transferring to another company.Empower Retirement
Date: 04/13/2023
Thank you for reaching out. We have forwarded your concerns internally to the appropriate department for further review. Once our internal review has been completed, you will be contacted.Review fromShirelle A
Date: 04/11/2023
1 starShirelle A
Date: 04/11/2023
I am about to get evicted and I have money that can assist me and they keep sending me emails stating that additional information is needed every time i call i get a person that answers stating that they cant assist me so Im confused to even why they have people answering the phone from the number they tell you to call if they just have to transfer you! Then Im on hold ***************** I been on hold for 3 hours and the lady was nice but obviously didnt tell me the correct information because Im still getting emails stating that I need to provide additional information after I repeatedly asked if anything else is needed ! This is such an inconvenience and I will never put money back in this 401k account I dont care about my company match this company is horrible.Empower Retirement
Date: 04/13/2023
Thank you for reaching out. We have forwarded your concerns internally to the appropriate department for further review. Once our internal review has been completed, you will be contacted.Review fromDennis P
Date: 04/10/2023
1 starDennis P
Date: 04/10/2023
My mother had a retirement account with them and passed away, I was a partial beneficiary - I contacted via phone, faxed the documents and mailed the packet (notarized) as well as the official death certificate. Received a letter today stating the balance on the account was zero. Called customer service, transferred beneficiary department and they said the account has been moved to another company! I asked if all the documentation I sent them was sent to the new company and they couldn't confirm that it was or wasn't, it was performed "by a third party" but "should have".One star is too generous.They never sent a notification that the account was going to be moved, didn't state anything over the phone, ***** The new company that the account is with can't even tell me if they received anything and will not confirm anything over the phone. "If I'm a beneficiary then I'll receive something int he mail". Presumably the same GD paperwork I already submitted.... I'm already dealing with a ton of end-of-life paperwork, nice that I wasted a ton of time on this.I see your commercials often, I'll be sure to do my part to let those I know how terrible this company is (and that includes your parent brand Mass Mutual). So mad. And don't give me a "Thank you for reaching out BS comment" Generic meaningless response.Empower Retirement
Date: 04/12/2023
Hello. We are sorry to hear about your poor experience with Empower but appreciate the feedback as we are always looking for opportunities to improve. If you require any additional assistance, please let us know.Review fromBob S
Date: 04/10/2023
1 starBob S
Date: 04/10/2023
HORRIBLE CUSTOMER SERVICE!! I was able to verify ALL my information except my mailing address which was over 10 YEARS AGO!!.. Use to move around a lot and how would one remember their address from 10 years ago if they have moved at least 5 or 6 times since then. So glad I don't have an account with them and feel bad for anyone who does. I hope this company bankrupts. I called customer service and the lady on the phone sounded like she was in a construction site with banging in the background every 5 seconds. Wow..Empower Retirement
Date: 04/12/2023
Hello. Thank you for reaching out. We are sorry to hear about your poor experience with Empower but appreciate the feedback as we are always looking for opportunities to improve. If you require any additional assistance, please let us know.Review fromJenna N
Date: 04/07/2023
1 starJenna N
Date: 04/07/2023
**************** was abysmal. The individuals are nice but completely incompetent. They charge fees for the most ridiculous stuff. So happy we finally were able to take our money out. NEVER using them again.Empower Retirement
Date: 04/10/2023
Hello. Thank you for reaching out. We are sorry to hear about your poor experience with Empower but appreciate the feedback as we are always looking for opportunities to improve. If you require any additional assistance, please let us know.Review fromCLIFTON M
Date: 04/06/2023
1 starCLIFTON M
Date: 04/06/2023
When I Rolled over my University Plan to a local Financial Planner, the process took only two weeks. Empower took THREE MONTHS! Every phone call became more and more confusing. As many as six phone transfers were made to get an answer to a question. No less than three employees of Empower stated "all the paperwork is complete." On the next call, another person said "we need one more paper completed." The employees often disagreed with each other on answers to question. The employees seemed as if they were unfamiliar with their own paperwork.Empower Retirement
Date: 04/11/2023
Thank you for reaching out. We have forwarded your concerns internally to the appropriate department for further review. Once our internal review has been completed, you will be contacted.Review fromTony P
Date: 03/29/2023
1 starTony P
Date: 03/29/2023
I can not explain how bad how bad it is to deal with Empower when trying to roll over your money out of their 401K into an **** They put up hoop, after hoop, asking for spousal consent, notarization, and 16 pages to be filled out. When you call you get an awful computer voice that never can get you to the right person so spend time hitting 0 until it finally sends you to a human. While the humans are cordial, they continue to work the charade by telling you they didn't receive a certain page and then when you go and scan and upload you then get told there's another page (another hoop) that they also need. Every other 401K I switched over to an *** was much easier to deal with and none required a notarized spousal approval or 16 pagers of paperwork. If anyone takes on a class action lawsuit against this organziation please let me know because the amount of time I've had to take out of my day to try and complete this process is going on 20 hours.Empower Retirement
Date: 04/07/2023
Thank you for reaching out. We have forwarded your concerns internally to the appropriate department for further review. Once our internal review has been completed, you will be contacted.Review fromDavid K
Date: 03/25/2023
1 starDavid K
Date: 03/25/2023
This is by far the worse case of customer service i have experienced in my whole life. I had my **** mailed to wrong address. I called and spoke with a lady who supposedly said it was mailed to wrong address and mailed me another ****. Guess what? After over a week I called back, spoke to another lady to be informed it was mailed to wrong address AGAIN!!! She then made sure all info had been updated and said a **** will be immediately coming my way. REPEAT!! After another week I called, you guessed it....The ********* who verified all info to be correct didn't save it and it was again mailed to old address!!!!! Unbelievable is all I can say. No one cares anymore and these big companies making so much money, us little people are just a joke to them....Please avoid Empower...Empower Retirement
Date: 03/27/2023
Thank you for reaching out. We have forwarded your concerns internally to the appropriate department for further review. Once our internal review has been completed, you will be contacted.Review fromJacquelyn B
Date: 03/24/2023
1 starThe company intentionally provided misleading information in order to keep control of my funds. I spoke with a representative several times over the past three months to review my options. Although I was told that they were required to give an unbiased recommendation, they highly recommended transferring to one of their accounts (even though my current bank's rates were better). I was continually misled. I then submitted a LOA from my outside bank for a transfer request. My retirement account fund transfer request was stalled and delayed for weeks. I finally had to call and speak to a representative to ensure the process was completed. When I checked my uploaded documents, the file had been deleted and was not visible. I mentioned that I could not see the file on my uploaded documents; but, I checked weekly to ensure it was submitted. I was not given any explanation as to why the delay occurred. I was informed that I could not transfer the full balance into two separate accounts (both *****) on the same day; and that I would have to call back in a few business days to transfer the remaining funds. If I did not ask questions, I would have been misled to keep my funding in the account for even longer. I then instructed the representative to transfer the full amount to one account (outside their company). I was then told that the wire transfer request could take up to five business days. I will be checking on the next business day to ensure my request was submitted and I will refrain from business with this organization.Review fromJacquelyn B
Date: 03/24/2023
1 starJacquelyn B
Date: 03/24/2023
The company intentionally provided misleading information in order to keep control of my funds. I spoke with a representative several times over the past three months to review my options. Although I was told that they were required to give an unbiased recommendation, they highly recommended transferring to one of their accounts (even though my current bank's rates were better). I was continually misled. I then submitted a LOA from my outside bank for a transfer request. My retirement account fund transfer request was stalled and delayed for weeks. I finally had to call and speak to a representative to ensure the process was completed. When I checked my uploaded documents, the file had been deleted and was not visible. I mentioned that I could not see the file on my uploaded documents; but, I checked weekly to ensure it was submitted. I was not given any explanation as to why the delay occurred. I was informed that I could not transfer the full balance into two separate accounts (both *****) on the same day; and that I would have to call back in a few business days to transfer the remaining funds. If I did not ask questions, I would have been misled to keep my funding in the account for even longer. I then instructed the representative to transfer the full amount to one account (outside their company). I was then told that the wire transfer request could take up to five business days. I will be checking on the next business day to ensure my request was submitted and I will refrain from business with this organization.Empower Retirement
Date: 03/27/2023
Thank you for reaching out. We have forwarded your concerns internally to the appropriate department for further review. Once our internal review has been completed, you will be contacted.
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