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 323 Customer Reviews
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Review fromMae O
Date: 04/22/2024
1 starMae O
Date: 04/22/2024
My former employer fired me and rolled my money over to Millenium almost a year ago. I still get notices from Empower that I have a balance in an open account every 3 months, and I have called twice to ask about it. They have told me on both occasions that my account is closed and that there is no money in it, and they don't know why I keep getting these notices. I was told once that they would put a note on my account and stop sending them, and the second time I was told to "disregard" them after telling them I don't want notices for money that apparently doesn't exist.How do you send notices to a non-customer about money that doesn't exist even a year later???Empower Retirement
Date: 04/24/2024
Hello. We apologize for the issues you have encountered.Unfortunately, we are unable to assist with resolving the issue as we cannot locate an account using the information provided. If you require additional assistance, please contact our ********************* Thank you.Review fromBrandy H
Date: 04/19/2024
1 starBrandy H
Date: 04/19/2024
Worst company to have your stuff through it takes them 5 days to process and then they tell you 7 days to get it im on day 11 and still don't have it, I will probably never get my money that I worked for. If I want to stop my check and have one reissued and do direct deposit its another 8 days that I have to wait total just to get a direct depoait, and everytime i call in to find out where my money is i get a different story noone knows whats going on and noone has the same story, bs company, hopefully my new company doesn't use them.Empower Retirement
Date: 04/22/2024
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 fromSierra H
Date: 04/19/2024
1 starSierra H
Date: 04/19/2024
This company is absolutely horrible. I've trying to get hardship withdrawal but I've received multiple emails saying more information is needed and to contact them. After spending multiple times on hold for nearly an hour I still have no idea what additional information is needed. A supervisor by the name of ***** allegedly called me and left a voicemail but never did. ***** was supposed to follow up with me but I have yet to hear anything from anyone. I'm not sure why I have to jump through hoops to get my money.Empower Retirement
Date: 04/22/2024
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 fromAshleigh J
Date: 04/18/2024
1 starAshleigh J
Date: 04/18/2024
Due to the current financial climate, I had to cash in a retirement account I had with ********************** early. At first, it was super easy. I had anticipated a lot of arguments, but they agreed to close my account and send me my money. But FIRST! Apparently, two employers ago, I technically had an Empower account that I never signed up for or contributed to, just as part of my benefits package. There's no money in that account, but because they were sending mail to an old address (about an empty account), and it got returned to sender, I had a 15 day hold on my account. That's fine. We wait the fifteen days. On day 16, my check goes out. That was 10 days ago. I was told it would be here in five business days. And I've waited. And waited. And waited. I called today because I have bills that I need to pay, and I was told that the best they can do is to cancel the check that is somewhere stuck in the **** and issue me a new one. That will take a minimum of ten days. When I said I felt like they could probably do something else, that they could do an EFT or some other form of mail, I was told they could not. All they could do was offer to mail me a check that *** or *** not get here in ten days since they previously assured me that I would absolutely, definitely, 100% have the check within 5 business days. Truly, I will never voluntarily use them again. It is NOT worth it. I understand why the reviews are so low.Empower Retirement
Date: 04/22/2024
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 fromCHRISTINE D
Date: 04/17/2024
1 starCHRISTINE D
Date: 04/17/2024
I called Empower because I wanted to talk about getting in touch with a financial advisor or something similar to help me make investment decisions. The first person I spoke to answered my questions about my account but had to transfer me to a different department to talk to an "advisor" (my wording). I was speaking to an "advisor" who was looking at my account going over what my balances were when the line just went dead. I was on a land line at my office so it wasn't like it was a dropped cell call. My account had ********** to ******* in 30 days so I was looking forward to talking to someone about my investment concerns. It's hard to trust a company that can't be bothered to call you back when you're disconnected. They have all my contact information from phone numbers to emails. I probably don't have enough money to be bothered with in their opinion. I still need information but I think I'll look elsewhere for advise. I wish I wouldn't take such a big hit on taxes I'd love to move the money somewhere else but it's the chosen provider by my employer.Empower Retirement
Date: 04/22/2024
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 fromSrinivas P
Date: 04/15/2024
1 starSrinivas P
Date: 04/15/2024
Horrible customer support. Was kept on hold for 30+ minutes, multiple times... still no body to anwser the calls. I have not experienced any worst customer experience than this in my life time, and I am very oldEmpower Retirement
Date: 04/17/2024
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 fromLynette M
Date: 04/15/2024
5 starsLynette M
Date: 04/15/2024
I was laid off from the company for which I had worked for 35 years. They transferred my 401K to Empower. I tried for weeks to get those funds released to me fo out into an **** Sometimes I would call and was told the wait time was 30 minutes and it turned out to be hours, with no one answering! Some of the empower people I spoke with were nice; but they were not able to help me. That is, until I was finally connected to J.P. He is the only reason I am giving 5 stars. He gave me outstanding customer service, called me a few times to update me and finally to tell me the funds were released and he made sure they were sent to me via Next Day Air! I cannot say enough good things about J.P. and just hope that Empower appreciates him!Empower Retirement
Date: 04/16/2024
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. Your feedback has been forwarded to the appropriate departments. Thank you!Review fromGwen K
Date: 04/15/2024
1 starGwen K
Date: 04/15/2024
I would give a zero if I could. Terrible, terrible, terrible customer service. Run from this ********************** because if something goes awry that you need help with, they will not help you. They are beyond awful!!!!!Empower Retirement
Date: 04/17/2024
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 fromJohn E
Date: 04/13/2024
2 starsJohn E
Date: 04/13/2024
My former employer closed my 401k and according to Empower, mailed out a check I never received to a previous address. I did however, receive a letter to my new address stating that my "check" has not been cashed? So, I called the number on the letter, after being on hold for 45 minutes, I spoke with an agent who did not speak English well as I had to repeat my new address including spelling it out six times before he understood. I was then told I had to wait two weeks minimum to request a new check due to my address change. I waited 17 days and still no check. I called back and told it would be ANOTHER 5 business days before my replacement check would be sent. In the interim, I have received four letters from Empower telling me that I have completed an address change request. They're capable of wasting time, paperand postage but can't send me MY MONEY?I truly find this ridiculous! If I don't receive my check within a week, I'll be forced to file a complaint with the *** and BBB.Empower Retirement
Date: 04/15/2024
Hello. We apologize for the issues you have encountered.Unfortunately, we are unable to assist with resolving the issue as we cannot locate an account using the information provided. If you require additional assistance, please contact our ********************* Thank you.Review fromEbony S
Date: 04/12/2024
1 starEbony S
Date: 04/12/2024
Horrible, absolutely horrible!!! I am devastated to share that my family and I suffered from a fire and lost everything in just one night. I had applied for a hardship withdrawal and submitted all the necessary documents. However, it's been almost two weeks and I am still waiting for a proper response. The communication has been a total mess - from playing email tag to waiting for hours on the phone, and getting mixed messages from the representatives. The app has not been helpful either. I am frustrated with the situation and still waiting for some sort of resolution, instead of receiving another email asking me to call in.Empower Retirement
Date: 04/15/2024
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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