Complaints

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

close

Find a Location

Newport has 20 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Newport

  300 Primera Blvd STE 200 Lake Mary, FL 32746-2144

• 

  Newport Retirement Services

  570 Lexington Ave Rm 1903 New York, NY 10022-6072

• 

  Newport Group

  3278 Wellons Blvd New Bern, NC 28562-5234

• 

  Newport Group, Inc.

  1075 Jordan Creek Pkwy West Des Moines, IA 50266-5734

• 

  Newport

  Chicago, IL 60603

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:04/24/2023

  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.

  Beginning April 10th, I finally had my documents to receive a hardship for a down payment on a house. I faxed over forty pages to get things started. On Tuesday the 11th, I called to make sure everything was in order to process the request for 29000.00. They said it was incomplete. So I filled out the documents and faxed them. Thursday I called and was told it was incomplete again. So faxed documents again. Friday the 25th I called and was told the w-4r was needed. So I faxed it. On Monday I called and was told it was being reviewed. Wednesday the 19th called to check on progress, I was then told they didn't have documentation for the house, which they received it on the 10th, after a moment of arguing they found it. They then proceeded to ask why I had sent duplicates over and over.. so later that day I called and asked about how long to process, . Thursday the 20th,, I had a three way call with my realtor on the line to see if we could move process quicker because closing is supposed to be on the 24th, we were now told it would take 5 to 15 days. Friday the 21st we had another three way call. This time we were told it would take 5 to 15 days from the 20, but was in process on the 18th. From there my wife contacted a lawyer, and was advised to file a complaint. Tomorrow, Monday the 24th I will call again to check on the progress. I will also be bringing tis matter to the attention of my employer. Through this whole matter, we are in jeopardy for our house. The sellers are now waiting to see if their new home is in jeopardy also

  Business Response

  Date: 05/05/2023

  Thank
  you for forwarding. We have reached out directly to the complainant and the
  matter has been resolved.

• Initial Complaint

  Date:04/24/2023

  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 submitted a request for a hardship withdrawal in Feb 2023 and here it is almost May 2023 and I have not been able to access the funds in my portfolio. I have been given the run around for the past 4 months and still have not gotten a check or direct deposit. I have been asked to submit several documents, which I have done only to be asked for them multiple times. There is no access to a Manager or Supervisor or the department that handles the participants withdrawals. At this point I just want to close the account and liquidate the funds ASAP

  Business Response

  Date: 05/05/2023

  Thank you for forwarding.  We have reached out directly to the complainant to resolve the matter.

• Initial Complaint

  Date:03/30/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  Hello, I am a Steamfitter with ** ***** **** in New Jersey. I worked out of state for * ** * ***** ***Pittsburgh Pa. for almost 3 years. ***** *** has their Annuity account with Newport Group. I am retired so i filled out all paperwork in the correct manner, to have my Annuity money with ***** *** to my existing IRA account. Newport made the check out on 02/24/2023. My bank was waiting for the check, which never arrived. By mid March I started to get concerned. After many phone calls back and forth with ** :***** *** and my bank, the money (32,773$), has not shown up. Newport Group is insisting that the check was sent to the correct address for my bank, which there is no record of. After many phone calls I was finally able to obtain a copy of the cleared check. it has nothing more than some un-identifiable numbers on it. I have had a meeting with my own bank, and the numbers on the back of this "cleared check" do not match any banking numbers searched for by my bank, including combinations of these numbers. No Banking Institutions in the United States came at all. My banks stamp is not on the back of the check, nor any signatures. The check was sent FBO to me, and my bank was waiting to notify me as soon as they received it, which never happened. Newport Group is insisting strongly that they sent the check to the correct address and that my bank must have misplaced it. All the while, I am losing interest on my money. Please, I need help. Thank You, *******

  Business Response

  Date: 04/12/2023

  Thank
  you for forwarding. We have reached out directly to the complainant and the
  matter has been resolved.

  Customer Answer

  Date: 04/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Newport Group has made no attempt in assisting with this major problem, other than to send paperwork and tell me I’m on my own to recover the funds which my bank nor I ever received.

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

• Initial Complaint

  Date:03/13/2023

  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 tried to withdraw all the money out of my 401k with this company. First call to them was placed on January 31 at 6:27 MTN time. I was trying to get the money out so I could use it to close on a house on February 24, 2023. So when I called them on the 31st, I asked what form I needed to do a hardship transfer, they showed me where the forms were at on the website. I submitted the form and then get an email saying I needed to call because they had questions about my case. So I call them on Feb 3rd at 9:38 AM. They said that I needed different documents attached to form. Not a problem; so i send the correct documents from my Lender. I then get another email a couple days later to call them again. I call and they said they just needed to know the dates of my employment so I give them the dates (as I no longer work for the company). A couple days later I get another email to call them again so I call. They now tell me I filled out the wrong document, that I need to file out the general one since I no longer work for the company. This process continues to keep happening where I get an email to call and then I call and get told something new. I'm told that I can either cancel the request or put it on hold since the company I no longer work for is re-evaluating the contracts. I was told at another point that they are done reviewing the contract and that the hold was lifted. Last call that took place on March 3rd, 2023 was to tell me that they updated their form so I had to do the whole process over again. Needless to say, I did not receive the money from my 401k to help with the closing cost of my new home. I just want MY money from my 401k from them so I can be done with this company and not be given the run around

  Business Response

  Date: 03/24/2023

  Thank you for forwarding.  We have reached out directly to the complainant to resolve the matter.

• Initial Complaint

  Date:02/22/2023

  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 retired last May, after numerous attempts to cash out my 401K I had to get my previous employer to get through to anyone because I had forgotten ONE of my security questions. I closed the account and received my check. Monday, February 20th, I received a letter from Newport informing me I still had an account, they still have some of my money and once again I can't get to it. This is fraud. For they have kept some of my money and continue to take fees from me for it. They purposely make it hard to access and their customer service just gives you the runaround.

  Business Response

  Date: 03/07/2023

  Thank you for forwarding. We have reached out directly to the complainant and the matter has been resolved.

  Customer Answer

  Date: 03/08/2023

  Complaint* ********

  
  

  I am rejecting this response because they have NOT resolved this. They sent me a notice 3 months AFTER they received money from my previous employer.  By that time they had taken over half on fees and want half of what's left in fees to payout. Read all the BAD REVIEWS  about Newport Retirement Services and BEWARE. They intentionally make it hard to access your account. 

  
  

  Sincerely,

  
  

  
  

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

  Business Response

  Date: 03/20/2023

  We have taken steps to resolve this with the complainant and will continue to follow up with Mrs. ********** while this is in process.

• Initial Complaint

  Date:02/08/2023

  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 paid money into my 401k yet the company says my balance is 0. I know that’s incorrect and they won’t correct this.

  Business Response

  Date: 02/16/2023

  Thank you for forwarding.  We have reached out directly to the complainant to resolve the matter.

• Initial Complaint

  Date:01/26/2023

  Type:Customer Service 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 have had to pay for a funeral, I have had a heart attack and still have over $10,000 in debt to pay, I have recently been off work for 12 weeks medical, yet Newport will not help in my hardship application that was submitted. 10/18/2022. I call weekly to follow up and I have had an email requesting a few things which was addressed immediately and even though the person at Newport said they could see what was being requested was already there in a different attachment, I still resent the information. Newport keeps asking for information they already have. Today I get an email that states now that bills submitted are over the 6-month dates. The bills I have sent are updated invoices. The funeral was in February and still is being paid for which makes it recent bill, the life flight I owe for over 10,000 still is recent. I have sent all medical bills with the EOB/Invoice they request yet. they still ask for the EOB. Please help me. I contact the number they provide for any questions. when I call, they don't help me they send a tag/ticket back to the people who are not helping. Had I depended on my hardship to make my house payment I would have lost our house. I realize there are rules, and the government requires certain documentation, I feel I adequately provided. Do I not have rights too?

  Business Response

  Date: 02/07/2023

  Thank you for forwarding. We have reached out directly to the complainant and the
  matter has been resolved.

  Business Response

  Date: 02/16/2023

  We have worked to resolve this with the complainant and will continue to follow up with Mr. and Mrs. ***** while this is in process.

  Customer Answer

  Date: 02/25/2023

  
  
  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 at this moment. After contacted BBB within 2 days contact was made to actually speak with someone. Since then a part of the hardship monies have been sent at their discretion with no answer as to why not all was sent. Before the acceptance of the partial discussion with one of the two top managers who assured us that once we re-send the health claims that are included in the hardship they will "make good" on what needs done. I refuse to file a 2nd hardship as to a suggestion when all was included in the first hardship and do not know why only partial approved. I ask for an explanation or further questions answered in which I was told there was no explanation needed and no-one higher to discuss this with.
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:11/30/2022

  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 have been trying to roll over my 401k and **** funds into a personal *** with another brokerage account. The first ones took weeks to arrive. Two of them were issued incorrectly so I had to schedule another call to re-issue them. They kept me on the call for more than 90 minutes. After that, a month went by and I received nothing, no checks, no confirmation or any other communication from Newport. So, I scheduled another call which also ran close to an hour. This time the rep said that even though they have a record of the call, no new cheques were issued and they don't know why. He now tells me there is a $30 fee to re-issue each one. When I refused, he said they will open an investigation (no email confirmation or reference # or case # provided despite asking) to see if Newport was at fault. It has been now 4 months into this process and I feel like I am no closer to being done.

  Business Response

  Date: 12/14/2022

  Thank you for forwarding. We have reached out directly to the complainant to resolve the matter.

• Initial Complaint

  Date:11/23/2022

  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 resigned from San ****** Indian Casino in 08/2020 and had a 401k through them with Newport retirement services. The account totals about $1500 and according to the plan documents, "if the value of your vested account balance does not exceed $5000, then a distribution will be made to you regardless of whether you consent to receive it." To be honest, I did not even remember the money until October 2021 when I received a letter saying my 401k had been transferred to an *** with Newport. I called and they said they didn't have my information and I was not in the system. They were going to send me paperwork to my address with instructions. I called on 4/22/2022, this time they said they needed me to fill out paperwork to claim the account and then they will send me a check. Again, nothing happened & I received a statement on the account and gave it time with ***** going on maybe they were short people. I called on 8/01/2022, I told them I never received any paperwork but I know they have my address now because I received statements. She said there was nothing she could do until the paperwork was filled out but she emailed them to me. I filled out **************** it, still nothing. Today, 11/23/22 called & I was told the account notated that the hold for distribution was removed but the women said it wasn't so she had to send it to someone for them to fix and that I had to call again to get the distribution. I told her this is not right, I left the company 08/2020 and I still cannot get my money.

  Business Response

  Date: 12/09/2022

  Thank you for forwarding. We have reached out directly to the complainant and the matter has been resolved.

• Initial Complaint

  Date:11/18/2022

  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.

  A month ago I processed for a disbursement of my 401k, the check was "lost in transit" per the company representative on the phone, and they're charging me 30$ to do a stop payment and reissue, and apparently they will keep doing it until there's no money left. I feel extremely taken advantage of.
  Check was sent out on 10/21/2022. Nothing was ever received. New request was input 11/18/22. Overall their policy and customer service is the worst I've ever had to experience. I was never notified of a "tracking number" either.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/11/30) */
  Thank you for forwarding. We have reached out directly to the complainant and the matter has been resolved.
  
  
  Consumer Response /* (3000, 7, 2022/12/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They didn't resolve anything, charged me 30$ to reissue the 401k check that was lost in mail and I still haven't received anything. No one has reached out since I called in regarding not receiving the first check.
  
  
  Business Response /* (4000, 9, 2022/12/09) */
  We have reached out directly to the complainant and the matter has been resolved. A voicemail has been left for the complainant.
  
  
  Consumer Response /* (4200, 11, 2022/12/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They second check with the deducted 30$ was received. Still no justification as to why I was charged for a lost in transit check. That seems like a them responsibility. Voicemail was received. Not going to play their games, they won't do anything anyway. Never going to set up any business with Newport ever again. Their systems are outdated, they can't do direct bank to bank transfers.