Complaints

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:06/05/2025

  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.

  Claim filed by Employer to begin process for death benefits for deceased. Letter received April 17, 2025 from IMRF regarding documents needed (certified death certificate, birth certificates of member and beneficiary) to continue processing claim. Requested information faxed 4/29 to IMRF with cover letter and copy of the IMRF letter. No response. Called 5/12 to check if all documents were received. Was told yes. 5/13 was informed that only cover letter received. 5/15 took all requested documents to IMRF office (2211 York Road Oak Brook, IL 60523). Documents taken by receptionist, looked at, copied, and date stamped May 15, 2025. Called 6/3 was told needed a different certified copy of death certificate. Called 6.4 for explanation why not acceptable. No explanation why not valid. Issues: (1) No response unless IMRF is called. (2) Given different information from different individuals each time when speaking with IMRF (3) When documents are presented especially in person, documents not reviewed in case other information is needed. (4) Takes up to 8 weeks for initial review of documents prior to any response being sent, according to the Benefit Claims Examiner (who stated the forms were received May 16th) even if information is needed. (5) will take up to another 8 weeks to finalize. This is not an insurance policy but a pension that employees support and should be made available without so much frustration when there is a death benefit to be paid. I know there are key things you look for when processing a claim so why not have an intake person review the documents (was told by the benefits examiner that the person who took the documents didn't know what to look for on the death certificate) and let the person filing the claim know if additional information is needed or if all documents are acceptable within a week after received. This will cut down on the 45 min call wait time. It appears there are several complaints regarding these same issues with other clients.

  Business Response

  Date: 06/07/2025

  Attached please find my response to you and a copy of the response to the family member.

  Please let me know if you have any questions or need anything further.

  Sincerely,

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

  Manager - Member Customer Services

  Illinois Municipal Retirement Fund

  2211 S York Road, Suite 500

  Oak Brook, IL  60523

• Initial Complaint

  Date:05/30/2025

  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 retired after 32 years of public service Jan 7 2025 eligible for a full pension and still waiting on my first pension payment. All
  paperwork from my employer and myself was received by Imrf and verified complete by Imrf in Jan 2025.
  Failure of meaningful communication from Imrf both via email and phone calls with long hold times with generic responses that message is being left for the claims examiner. Still no communication of when I will get my payments. I needed to take a loan due to the delay as I wait to get my retirement payments. This is after 32 years of contributions from me and my employer. Extremely disappointing and not what was explained to me that the wait time is about 8 weeks after info is received for first payment. This timeframe is listed on website and in promotional video from Imrf director. I am at week 20 still waiting and no communication of when I will get my payments. I feel like this is fraud.

  Business Response

  Date: 06/07/2025

  Attached please find the response to you, the BBB and to our member, ***** ** *******.

  If you have any questions, please feel free to contact me.

  Sincerely,

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

  Manager - Member Customer Services

  Illinois Municipal Retirement Fund

  2211 S York Road, Suite 500

  Oak Brook, IL 60523

  Customer Answer

  Date: 06/16/2025

   I am rejecting this response because:
  
  Date Sent: 6/11/2025 1:10:19 PM
  I have received the back payments for pension on June 10 and communication about pension payments starting July 1 and I am awaiting communication of when voluntary contributions will be paid in the annuity that I selected. These should also be back dated to Feb 2025 and monthly amounts have not been received nor a date of payment given. 
  Also awaiting confirmation that health insurance premiums will be deducted starting July 1. 
  I would like to thank BBB for your efforts of getting this resolved. 
  
  

  Business Response

  Date: 06/24/2025

  Dear Better Business Bureau,

  I responded to Mr. ********* first complaint with the Better Business Bureau (BBB) on June 7, 2025, it was accurate that we were in contact with him through telephone calls and secure messaging. We paid him his monthly pension retroactively from February through June 2025, on June 10, 2025. We needed additional documents from Mr. ******* to pay out his monthly Voluntary Additional Contributions (VAC). Those documents were received on June 9th and June 20th. The examiner completed the approval process and retroactive payments are scheduled to be issued on July 3, 2025. The first normal pension payment will be made on July 1, 2025 which includes his health insurance deduction premium through his employer sponsored plan.

  I have notified Mr. ******* today through our secure messaging system with detailed information regarding his retroactive payments and health insurance deduction.

  Please let me know if you have any additional questions.

  Sincerely,

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

  Manager - Member Customer Services

  Illinois Municipal Retirement Fund

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

  Customer Answer

  Date: 06/27/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23395957, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:03/31/2025

  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.

  My husband passed away on 12/30/2024 he was an IMRF member. On 01/03/2025 I notified IMRF that he passed away. The representative looked through his file and said she had everything she needed, including my birth certificate for the widows death benefit and the $3000.00 benefit. On 01/13/2025 I received a letter that they needed a copy of my husband's death certificate so I sent them a copy on the secure message portal. On 01/14/2025 I received a message saying they received it. Then I had a request that they needed a copy of my birth certificate (which I was told they already had) however, I sent a copy through the secure message portal and never got a response back. On 03/17/2025 I finalized all the benefit paperwork by uploading it into the secure messaging portal. On 03/18/2025 I received confirmation that they received the paperwork and to allow them up to 8 weeks for processing. April 03, 2025 will be twelve weeks since this ordeal started. It seems like if they don't want to respond to a message you leave they don't. This benefit is needed to help pay bills. I don't understand what they don't understand. They say on there website 8 weeks to process. What they don't tell you is that it is after the final paperwork so it takes forever to receive your benefit. I have been so stressed dealing with this.

  Business Response

  Date: 04/10/2025

  Dear BBB,

  Please see the attached letters regarding this complaint.

  Thank you,

  **** ****
  IMRF Business Solution Analyst - Member Services

  The Illinois Municipal Retirement Fund implemented a new pension administration system and websites (Member and Employer) on March 4, 2024. We understand that our members, employers, and third-party associates are used to higher level services from IMRF, and we understand everyone's frustration. IMRF cares deeply about the people we serve. Providing our members with timely customer service is extremely important to us.
  
  Our dedicated staff are working hard to respond to our members' inquiries and to process claims as quickly and efficiently as possible; and many staff members are working nights and weekends responding to members and employers and processing claims.
  
  I apologize on behalf ofIMRF for the delay in processing your surviving spouse and $3,000 lump sum death benefits. Your option election form was received by IMRF on March 17, 2025, and your claim has been finalized.
  
  
  Your $3,000 lump sum death benefit and retroactive surviving spouse benefit payments for the months of January through April were issued as direct deposits on April 10, 2025. Please allow up to five business days from the payment date for the deposit to clear with your bank, if it has not already.
  
  
  I have responded to the Better Business Bureau complaint that was filed, and your patience during this transition period was truly appreciated.

• Initial Complaint

  Date:03/19/2025

  Type:Billing 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.

  IMRF Illinois Municipal Retirement Fund. When I log onto my account all my service credit and pension balance is zero. The $1100 check I remitted last July for service credit buyback was acknowledged as received and cashed but was never applied to my account. They will not answer emails, they do not answer their phone, the 2024 account statement is still being processed (normally the statement is sent at the end of February). What has happened to my retirement service credit and money? Other people I know have the same issue.

  Business Response

  Date: 04/08/2025

  Dear BBB,

  Please see the attached letter.

  Thank you,

  **** ****

  I apologize on behalf of IMRF for the delay in response time to your messages and the difficulty you experienced contacting us by phone. Due to high message volume, response times can take up to 15 business days and high call volume has resulted in longer than usual hold times. Staff is working overtime, including nights and weekends to response to the thousands of member messages as quickly as possible.
  
  Our past service department confirmed that your payment was successfully applied, and you purchased 34 months of omitted service credit. Your buyback contract has been paid in full. We are working with our system vendor to correct an issue involving purchased service on member's online accounts.
  
  The Illinois Municipal Retirement Fund implemented a new pension administration system and websites (Member and Employer) on March 4, 2024. With a system rollout of this size, it is expected that issues will be identified after the rollout. We are tracking all feedback and are hard at work implementing fixes and improvements to address the issues that some members have experienced.
  
  We are working on creating annual member statements for 2024. We anticipate them being uploaded to Member Access in Spring 2025. Once they are available to view, you will receive a notification that the document is now in your Member Access account.
  
  We understand that our members, employers, and third-party associates are used to higher level services from IMRF, and we understand everyone's frustration. I have responded to the Better Business Bureau complaint that was filed, and your patience during this transition period was truly appreciated.
  
  Please let me know if you have any further questions.

  Customer Answer

  Date: 04/14/2025

   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.

• Initial Complaint

  Date:01/28/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Expecting beneficiary payment for 3 months phone number doesn't work and left messages on their site and nobody returns messages. I'm starting to think it's a ponzi scheme

• Initial Complaint

  Date:01/28/2025

  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.

  I became eligible for my IMRF pension payments in January, 2017, as I was of the appropriate age to collect and had terminated my employment with an IMRF employer. I deferred application for the benefits as I was then employed full-time with the State of Illinois and contributing to a reciprocal pension system (***). In anticipation of my full retirement from all employment when my term ended on December 1, 2024, I filed an application for my monthly IMRF pension payments and requested that this pension be paid as a fully independent pension and not combined with my reciprocal *** pension. I also requested that it be backdated to the earliest possible date (I had been advised by an IMRF representative that I could request this backdating up to one year before my application was filed as I was fully eligible to collect in 2017). IMRF file-stamped receipt of my pension application on 09/13/24. Their website claims that pensions will likely be paid within 8 weeks of application. It has now been OVER 19 WEEKS since I applied. I have sent several emails, made several phone calls, and mailed letters to the Executive Director, general counsel, Board of Trustees members, and others and still have not received any payments. I have spoken with an IMRF representative along with a supervisor who claim that I need do nothing further to initiate my pension, that the vendor of their pension payment program is the problem, that they will contact that vendor and report back to me. Not only have I not received the promised contact from IMRF, I still have not received any payments. My patience is exhausted. I worked long and hard for this pension and cannot understand why IMRF cannot either effectuate these payments by direct deposit or send me a monthly check for these payments. Thank you for your assistance.

  Customer Answer

  Date: 01/28/2025

  Coincidentally, today I just received a response from IMRF now indicating that my pension payments would commence on February 5, 2025.  Please do not expend any additional time on this issue unless I contact you after said date.  Thank you.

  Business Response

  Date: 02/05/2025

  Dear BBB,

  A retroactive payment was issued to Ms. ******* on February 5, 2025. Once additional paperwork regarding benefit options is received by IMRF, Ms. ********* retirement claim will be able to be finalized.

  Thank you,

  **** ****
  IMRF Business Solution Analyst - Member Services

  Customer Answer

  Date: 02/05/2025

  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.

• Initial Complaint

  Date:01/21/2025

  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 cannot get the IMRF to process my deceased husband's retirement benefits.

  Business Response

  Date: 01/31/2025

  Dear BBB,

  Please see the attached letters regarding Ms. ******* death benefit claim.

  Thank you,

  **** ****
  IMRF Business Solution Analyst - Member Services

  Dear Ms. *******,
  
  
  The Illinois Municipal Retirement Fund implemented a new pension administration system and websites (Member and Employer) on March 4, 2024. We understand that our members, employers, and third-party associates are used to higher level services from IMRF, and we understand everyone's frustration. IMRF cares deeply about the people we serve. Providing our members with timely customer service is extremely important to us.
  
  Our dedicated staff are working hard to respond to our members' inquiries and to process claims as quickly and efficiently as possible; and many staff members are working nights and weekends responding to members and employers and processing claims.
  
  I apologize on behalf of IMRF for the delay in processing your surviving spouse and $3,000 lump sum death benefits. Paperwork was mailed to you on January 14, 2025, regarding your benefit options. A second request will be mailed on February 13, 2025, if needed. Once this completed paperwork is received by IMRF, the Benefits Examiner will be able to finalize this claim and payments will be issued.
  
  I have responded to the Better Business Bureau complaint that was filed, and your patience during this transition period was truly appreciated.
  
  Please let me know if you have any further questions.

   

• Initial Complaint

  Date:12/31/2024

  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.

  This letter is regarding my deceased mother’s lump sum death benefit from IMRF. IMRF is a pension fund who is responsible for providing benefits to members and survivors. My mother passed away 8/31/2024. I contacted IMRF on 9/5/2024 to advise them of her passing. On 9/19/2024 I personally delivered a copy of my mother’s death certificate to IMRF’s Springfield IL office. I was supposed to receive a letter from IMRF to give them the names & addresses of my siblings for the lump sum death benefit. I never received a letter. It’s extremely difficult to contact IMRF by email or by call (their ***# is always busy where you cannot even leave a message). On 10/1 I left a message regarding the forms be sent to us. On 10/23 I sent a ‘secured’ message to IMRF asking about the proper forms needed to claim the lump sum death benefit. I did receive a call (about 1 week later) from a representative & I provided ‘****’ with the names & addresses of my siblings so that the death benefit forms could be mailed to each of us and secured emailed the same information to IMRF. On 12/10/2024 I left another message regarding the required forms be sent to us. On 12/16/2024 I received a call from **** who apologized that no forms have been sent yet & he didn’t know why. Today is 12/31/2024 and no forms have been provided to us for the lump sum death benefit. It is unfathomable that the largest pension system in the State of IL cannot send out lump sum death forms in a timely manner. Four full months & IMRF still cannot provide the appropriate paperwork for a death benefit? There is no excuse for this lack of service. I know what I’m talking about as I have worked for the 2nd & 4th largest retirement systems in the State of IL. Hopefully submitting this complaint will at least get the appropriate forms sent to me & my sibling. I truly feel sorry for families that are waiting for monthly survivor paperwork to get their benefits started. Shame on you IMRF for your lack of svc to your members.

  Business Response

  Date: 01/09/2025

  Dear BBB,

  All required paperwork has been mailed to Ms. **** and the other beneficiaries as of January 3, 2025. Please see attached letters.

  Thank you,

  **** ****
  IMRF Business Solution Analyst - Member Services

  Customer Answer

  Date: 01/12/2025

  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.

• Initial Complaint

  Date:11/22/2024

  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.

  My husband of 62 years passed away July 27th 2024, I notified IMRF August 7th 2024 promptly per their manual and at the same time requested my survivor benefits as the designated beneficiary. It has now been 4 months and I have not received the survivor benefits. I have provided all the documentation requested and several copies of the same.
  When trying to call IMRF customer service the wait time has been unreasonable, over an hour. I have tried calling at different times, return calls per their automated answering system are not followed thru on. On 10/30/2024 I again mailed copies of the correspondence I previously provided. I tried calling customer service to get a status of my benefits but wait time to long so I asked for a call back. No call back. NO resolution, and NO information whatsoever.
  I haven’t been able to use their website as suggested or to use the help line for assistance accessing it, it uses the same phone number as their customer service that has the extended wait time.
  I am simply seeking the survivor benefits I am entitled to, as I have bills to pay along with funeral expenses. Sixteen weeks is an unreasonable time to wait for the funds that are clearly due me.

  Business Response

  Date: 11/25/2024

  Dear BBB,

  Ms. ******** claim has been finalized, and payments are being processed. 

  Thank you,

  **** ****
  IMRF Business Solution Analyst - Member Services

  Customer Answer

  Date: 11/30/2024

  I have yet to receive the lump payment of $3000.00, nor the survivor pensions due me. One month of $577.11 of the surviviors pension was dropped into my checking account on November 29th.  There should be an explaintion of how the funds were calculated and when one should expect to receive them.

  Customer Answer

  Date: 12/01/2024

  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.

• Initial Complaint

  Date:11/22/2024

  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 from teaching on May 24, 2024. I retired reciprocally meaning that part of my pension comes from *** and another portion comes from IMRF. For some reason I can't get any information from IMRF regarding my pension. I have sent 3 secure messages, I have spent countless hours on hold, and I have spoken to many member services representatives (all who were kind by the way). Still no answers. IMRF informed me on September 7, 2024 that they received everything needed from *** to process my pension application. I had filed and submitted all of my forms to them prior to retiring in May. The IMRF message indicated that it may take between 8 and 12 weeks before I would receive my 1st pension check, which would include any retroactive pay. I am now at week 14 and have zero information. I have tried messaging, calling, and I even attempted to schedule a meeting; however, the program kept indicating that there were no meeting times available. Now they have decided to reach out and inform me that I can begin the application process for my pension, but they need all the documentation - WHAT!!! That documentation was sent to them prior to my retirement in May. Now they want me to begin again! Please Help. I would like my earned pension before I die.

  Business Response

  Date: 11/26/2024

  Dear BBB,

  Ms. ********* retroactive payments will be issued the first week of December 2024. Please see attached letters.

  Thank you,

  **** ****
  IMRF Business Solution Analyst - Member Services