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Business Profile

Retirement Planning Services

IMRF (Illinois Municipal Retirement Fund)

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retirement Planning Services.

Complaints

Customer Complaints Summary

  • 39 total complaints in the last 3 years.
  • 30 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/12/2024

    Type:Customer Service Issues
    Status:
    Unresolved
    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 am rejecting this response because:  I have been dealing with IMRF unsuccessfully for almost 3 months now at which point I finally reached a benefits claim analyst on 10/21/24 to assist.  The concern is that there is no timeline when this death benefit will be paid.  I understand there is a system issue on their side which IMRF is working with their outside vendor on, but they have been aware of this issue for some time now and nothing has been resolved.  There must be a work around to get these death benefits paid and/or an escalation process.  I will not close my complaint until payment has been rightfully paid out.  Thank you.  



    ust. They indicated this was a known system issue that has been escalated to the highest level for resolution. Here we are 10 days later with no response or payment. This claim has been ongoing since July 2024. Each call takes 1-2 hours to reach someone at which time they cannot provide a status and leave a message for someone to return my call which does not occur. I have been patient but am frustrated with their slow process and the ability to reach anyone for resolution and only want the rightfully due death benefit claim payment.

    Business Response

    Date: 11/19/2024

    Dear BBB,

    Ms. ******** has been receiving updates by phone and email from our Benefits Department regarding this death benefit claim, which will continue until this is finalized and paid.
    Please see the attached letters. 

    Thank you,

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

    Customer Answer

    Date: 12/04/2024

    Dear BBB,

    Do you have a status regarding my complaint on awaiting death benefit insurance payment from IMRF?  My last response was 11/19/2024.  IMRF has had proper paperwork since 07/30/ 2024 but their new system is unable to make the payment.  Can this be escalated and a work around (i.e. manual check) be made so I can be paid?  How long do I need to wait for them as this individual passed away 07/11/2024 and must be resolved before year-end 2024.  Thank you.    

  • Initial Complaint

    Date:10/29/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    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.

    Business Response

    Date: 11/14/2024

    Dear BBB,


    Paperwork has been mailed to the deceased IMRF member's spouse regarding death benefit options. Once this paperwork is returned to IMRF, our Benefits Department will be able to finalize this claim and issue payments. See attached letters. 


    Thank you,
    **** ****
    Business Solution Analyst - Member Services
    IMRF

  • Initial Complaint

    Date:10/28/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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.

    The requested refund payment has been received and I wish to close out this complaint as "satisfactory". 

    Thank you for your assistance in this matter.

    Best regards,

     

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

     

     

    Business Response

    Date: 11/06/2024

    Final closing documents sent to ***** ******** and BBB November 6, 2024.

    Thank you,

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

    Manager - Member Customer Services

    Illinois Municipal Retirement Fund

  • Initial Complaint

    Date:10/24/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 offers its members retirement workshops, they have not had available appointments for months, there is no customer service, no person will answer phone, no call backs are granted. the members are trying to prepare for retirement, our future depends on the information they give us. How are they able to treat it's members like this. They have our retirement pension which I'm sure brings in revenue. What are our options as member. Their review rating is 1.6 which seems high giving the service I have received

    Business Response

    Date: 11/05/2024

    Dear BBB,

    Here are the responses for ***** *******. We have contacted her by telephone and have set up a one-on-one counseling session for December 16, 2024 at 2:00pm for retirement.

    If you have any questions, please let me know.

    Sincerely,

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

    Manager - Member Customer Services

    Illinois Municipal Retirement Fund

  • Initial Complaint

    Date:10/20/2024

    Type:Billing Issues
    Status:
    Answered
    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 demands the return in full of my money in possession of the Illinois Municipal Retirement Fund (IMRF). I worked for **** ****** ****** ********** in 1982-1984, accruing 1.9 years of pension through IMRF. This money was returned to me upon leaving in 1984. In Dec 2023 I was advised by *** to pay back to IMRF the present value of the 1984 payout to receive a lifetime annuity through IMRF. IMRF told me $18,465.62 would establish the annuity. I sent them a check for that amount dated 12/19/23, which was deposited by IMRF 12/17/23. They told me the annuity would begin in Sept 2024.
    Through Aug & Sept I called IMRF numerous times to determine the status of my annuity. The response was always a busy signal or a recording that told me to call back at another time. On Sept 24, 2024 I sent a USPS letter to IMRF, I included my phone# and email address. There was no response.
    I then submitted three emails via the IMRF portal, with no response.
    On Oct 7 I filed a complaint with *****, a third party fielding complaints. Two days later I received replies to my emails: “Your message was forwarded to our benefits department for review and response. Please allow five business days for a response in this portal.”
    I then found that IMRF is an independent business. I had thought, due to IMRF being the pension manager for **** ****** ****** **********, a public entity in the state of Illinois, that, like ***, Illinois Municipal Retirement Fund was being run as an agency of the State of Illinois. They lack any connection to the state, there is no entity to whom IMRF is reporting.
    I found on their online portal that my account had a $zero balance. What happened to my money?
    The money plus interest should be returned to me immediately. If IMRF begins my annuity, I cannot trust that the annuity is safe. And if disrupted there will likely be the same mismanagement. IMRF has lost its right to administer my annuity, and owes me the money I gave to them, plus interest, immediately

    Business Response

    Date: 11/05/2024

    BBB -

    Member has been notified that his claim has been approved (he changed his mind and wanted to pursue the annuity instead of his refund). His claim is retro active to July 1, 2024 and payments for July through November will be issued November 8, 2024 as a direct deposit. 
    Please let me know if you have any questions.

    Sincerely,

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

    Manager - Member Customer Services

    Illinois Municipal Retirement Fund

  • Initial Complaint

    Date:10/04/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    After first being sent the wrong forms to fill out, I submitted my request of refund since I no longer work for an IMRF employer. After I uploaded the forms to the online portal I didn't not get any sort of confirmation that the documents have been received, reviewed, if additional information is needed, NOTHING. I've reached a few times through online message area and have called several times and wait on hold for hours with no answer. I just want my refund completed but it seems like IMRF has completely abandoned my request.

    Business Response

    Date: 10/24/2024

    Ms. ******** requested a refund of her contributions in August 2024. Unfortunately, the incorrect document to begin the process was sent to the member. This was subsequently corrected and a new application for the refund of contributions was sent on August 28, 2024.
    The refund was paid on October 22, 2024 by direct deposit. 
    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 member’s inquiries and to process claims as quickly as possible. We are catching up, but it will take a while longer. We have reallocated staff resources toward our contact centers to improve response times; we are moving up the learning curve and processing claims more efficiently; and many staff members are working nights and weekends responding to member and employer inquiries.
    It will take some additional time for us to become current with communications – phones, emails, processing, and scheduled meetings with our customers. Please let me know if you have any further questions. 

    Sincerely,


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


     

  • Initial Complaint

    Date:10/02/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.

    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.They have responded to me and indicated I will be receiving payment next week and I am satisfied with that.

    I thank the Better Business Bureau for helping me on the matter.

    Business Response

    Date: 10/10/2024

    Member's retirement was held up waiting for employer to submit final wage report to calculate pension amount. We started her on an estimated pension amount and have requested wage information from employer again. Once the final wage information is reported, we will recalculate her final annuity and if that amount is higher than her estimated amount, we will retroactively pay that out.

    Any questions, please let me know.

    Thank you,

    ********* ** *** - Manager - Member Customer Services

    Illinois Municipal Retirement Fund

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

    *** ****** **  *****

  • Initial Complaint

    Date:09/25/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me. On one level it is nice to have received the payments owed to me by IMRF. On another level I should not have had to file a complaint with the BBB. I did this because I read other complaints from other people having trouble getting

     

    there money from IMRF. And on a third level I do not under any circumstances buy the excuse of a new software upgrade causing all the problems. If this is the case I would be looking for a new software company.  I wouldn't even bother commenting on the phone system. All in all I have my money, but wish I had someone besides IMRF handling it. That is a NO CONFIDENCE vote on my part.

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

    Business Response

    Date: 10/04/2024

    I apologize on behalf of IMRF for the delay in response time to your secure message and the difficulty you experienced contacting us by phone. Due to high message volume, response times can take up to 10 business days and high call volume has resulted in longer than usual hold times. Staff is working overtime, including nights and weekends to respond to the thousands of member messages as quickly as possible.  
    You sent a secure message on September 25, 2024, inquiring about your retirement claim status and payment date. I left you a voicemail message this afternoon as I began researching your record. IMRF issued your payments retroactive to April 1, 2024 through October 1, 2024. You funds were direct deposited to your checking account ending in ****.
    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. 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:09/23/2024

    Type:Customer Service Issues
    Status:
    Answered
    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'm filing this complaint against Illinois Municipal Retirement Fund organizationn. This is one of the most incompetent organizations in existence.
    I filed for my pension 11/11/2023 months ahead of my retirement date of 01/01/2024. I have reciprocal system credit from another state entity. I started to receive some pension payout but not a final fixed amount. The other system sent IMRF requested documents by fax on 06/017/2024. IMRF claims they never received any thing by fax. I have had enough of the ** from IMRF. I want this resolved immediately. Government or someone needs to step in and do something about IMRF's extremely poor customer service. I would not recommend working for an employer that has IMRF in control of a persons retirement.

    Business Response

    Date: 10/04/2024

    I have researched this claim and it was approved with payment to be issued October 10, 2024. 

    Please let me know if you have any questions.

    Sincerely,

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

    Manager - Member Customer Services

    Illinois Municipal Retirement Fund

  • Initial Complaint

    Date:09/09/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 am a member of the IL Municipal Retirement Fund. I have been trying to contact them for days and the phone number is busy or I am on hold for over an hour. I have sent emails and have not received a response.
    This is unacceptable since I have questions about my retirement and cannot seem to contact anyone.
    Thank you

    Business Response

    Date: 09/19/2024

    Member's pension is effective October 1, 2024 and a preliminary payment will be issued for October 1, 2024. We are waiting for final wage reporting from the employer and will pay retro-actively any adjustment.

     

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

    Manager - Member Customer Services

    Illinois Municipal Retirement Fund

    **** * **** **

    *** ****** **  *****

IMRF (Illinois Municipal Retirement Fund) is NOT a BBB Accredited Business.

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