Complaints

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

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  TIAA-CREF

  8500 Andrew Carnegie Blvd Charlotte, NC 28262-8500

• 

  TIAA-CREF

  PO Box 1265 Charlotte, NC 28201-1265

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:12/14/2023

  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.

  All of my retirement accounts are held by TIAA Cref. For over 30 days I have been unable to change my retirement contributions. I have called the customer service department over the past 30 days and multiple "IT Tickets" have been submitted without any success in being able to rectify the issue. At this point, I am unable to successfully add any money to to my retirement account.

  Business Response

  Date: 12/22/2023

  Please see the attached resolution letter. 

• Initial Complaint

  Date:12/08/2023

  Type:Sales and Advertising 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 step-father passed away in July 2023 and had a death benefit that was left. I filled out the proper paperwork after talking to serveral customer service individuals and even sent the paper work registered mail. The company has never sent the check and now they have had an issue supposedly when you call for the last 8 weeks where they say there servers are down because they had a security breach and they are saying there is nothing they can do this is obviously a coverup and they are withholding funds that are not theres

  Business Response

  Date: 12/22/2023

  Please see the attached resolution letter. 

• Initial Complaint

  Date:12/07/2023

  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 am a personal annuity customer and their systems have been down for over a month.They cannot give me an updated balance, tell me what my last contribution was and cant even tell me if I can move my money to another firm. I filed a complaint with a ********** insurance commissioner. Im now even wondering if my money is there and its a lot of money.

  Business Response

  Date: 12/13/2023

  ************** BBB complaint ID* ********
  

  TIAA Response Correspondence RE: SR * 1-25618978828
  Attn: Estefani ***************************************** am writing on behalf of ****************** and ******************* of America (TIAA) in response to the correspondence received on December 7 regarding the customer review from ***************************** relating to the status of his personal annuity account with *****

  An administrative vendor for TC Life experienced an operational outage due to taking its systems offline in response to a cybersecurity event, which created delays in servicing individually owned life insurance and annuity contracts. Due to this response activity, all service requests were delayed, and online access to account information was not available.
  

  Effective December 8, 2023, the vendor operational outage was resolved, and operations have resumed. However, there is a temporary delay with resuming full online services. We anticipate full online self-service functionality to be available to week of December 18, 2023. Current account values are unavailable for individually owned life insurance policies and annuity contracts. Clients can contact us at ************ to obtain account details. Regarding backlogged work, our first priority will be to process financial transactions as received in good order without a negative impact to the client. Any non-financial transactions will be processed as soon as administratively possible. This issue does not affect any other TIAA Products. Account values and online services for all other TIAA products are available as usual.

  We understand timely administration of TC Lifes policies and client access to information is important to maintain our clients financial trust, and we apologize for the delay.
  For specific questions related to this inquiry, you can contact me directly at ************************* or ************.

  Sincerely,
  *******************************
  Senior Customer Resolution Manager

  Customer Answer

  Date: 12/13/2023

   
  I am rejecting this response because:

  it does not have all the facts in it what they failed to mention is they couldnt access anybodys account balances, transaction or updates for five weeks  
  Unacceptable!!

  
  

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair 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.

  I have been making quarterly premium payments to **** for a term life insurance policy for over 24 years. I estimate I am into this for over $50,000 at this point. Two months ago I began attempting to change the beneficiary on this policy, a simple matter. I have run into multiple obstacles, first online, and then over the phone, despite filling out and mailing all the forms as they requested due to their "system being down". I made an attempt again today to speak to someone there regarding the status of my request, and they are using the same "cyber-security event" excuse that they used several months ago to say that they had NO INFORMATION on my account. This sounds like the actions of either a crooked company or a dying company. I did some research before beginning this complaint and, sadly, the once proud ****/**** has developed a reputation for willfully doing their clients dirty in every conceivable way. Term Life is a bet against one's self; you throw lots of money at a faceless monolith and all you get in return is the reassurance that if you die, those who count on you will be provided for - the script of a thousand TV commercials. I asked the **** phone rep: *** I die, will my upset heir get you on the phone as well, and will you tell her that because of an year-old computer glitch she is out of luck?" The phone rep could not respond, and so $50,000 worth of reassurance from this sketchy company is useless, and what I have read from other clients backs this up. I doubt that there are any legal remedies for me, I can only complain here and with my *********************** then take the loss and take my chances.

  Business Response

  Date: 12/07/2023

  Please refer to ****'s attached response.

  Customer Answer

  Date: 12/07/2023

   
  I am rejecting this response. The two documents you provided to me from TIAA were identical, and the same nothing information that has been coming from them for months. This "cybersecurity event" that they keep referring to needs to be fully explained. In the note they reassured me that I was not one of their unfortunate clients whose personal information was compromised; I was not aware that this was a possibility! There was no notice from this company regarding this Event until I attempted to change beneficiaries. Are they not legally required to notify all potential victims the moment such an Event occurs? How much information was compromised? For how long, and why the extraordinary delay in getting back to normal operation, with no idea when that basic function will return? There doesn't seem to be a problem with billing, of course, we're all still getting those! They can't complete a simple change for me - how is this affecting the rest of their business? Are death benefits going unpaid? Are grieving beneficiaries being given the same demeaning runaround that I have been receiving from TIAA for the past three months? I have been doing more research in preparation for filing a complaint with my state insurance commission, and the excuses from TIAA for being frozen for this long do not hold up. I want these questions to be answered, and if there is actionable failures on TIAA's part, I want to see them exposed. I have accepted that I have to let this policy go and will not find a replacement; I have aged out of being a safe bet for an industry that has not accepted any real risk for a very long time. Despite my being healthy, ******** Law implies that I will drop dead the moment I let this policy lapse. I resent that after 24 years of keeping this policy active, the folks at TIAA, who have gladly taken my money, can treat me with indifference and incompetence, and get away with it. I appreciate the BBB for providing this forum.
  
  

  Business Response

  Date: 12/22/2023

  Please refer to attached ****'s latest response on this complaint.

• Initial Complaint

  Date:11/20/2023

  Type:Order 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 mother, ********************************* (for whom I am a power of attorney) has an after tax annuity with ****. Recently, she had to move into an assisted living facility. On October 24th, she had submitted a request to surrender/ withdraw from the annuity so should could have more fluid funds to pay for the assisted living. On October 31st, after there was no deposit into her local bank account, she called ****. The rep at **** acknowledged that the paperwork was received, and verbally confirmed that my mother wanted to move forward with the withdrawal. She said the process should take a few days. A few days later, on Nov 3rd, there was still no withdrawal. During a followup call to ****, we were told that they were having a "system outage" that could last a few days. It is now Nov 19th, and there is STILL a system outage. It has never let up. Apparently, the system outage began sometime around Nov 1st and has not been resolved. The **** rep said they cannot access any information about clients accounts, nor can then process any transactions from the accounts. No one I have spoken to over multiple calls has been able to give me any indication when (or if) it will be repaired. My mother cannot access her annuity funds to pay for her assisted living, and the next payment is due on Dec 1st. This is a serious problem. This is her retirement money, and a significant amount of money. The fact that this outage has gone on so long with no resolution is not only baffling, but very concerning. Is her money even safe?

  Business Response

  Date: 12/28/2023

  Attached is the response to Ms ********** concerns. If you have any question or require additional information, please do not hesitate to reach out.

  Customer Answer

  Date: 12/29/2023

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

• Initial Complaint

  Date:11/20/2023

  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.

  There have been several unacceptable challenges in requesting a withdrawal of my account with **********************. Over the past few months the story always changes about what has to occur, and it has caused an undue level of frustration and hardship. I asked the matter to be escalated and was told it would take 2 days for a response and I never received a reply. Each agent has a different process for my request to withdraw funds and close my account. The purpose of this company does not align and show respect to people who are retiring. I

  Business Response

  Date: 11/28/2023

  Please refer to ****'s attached response on this complaint.

• Initial Complaint

  Date:10/13/2023

  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.

  I have absolutely no online access whatsoever. I have tried and tried for over a month. I call to resolve the issue and I'm completely directed in the wrong direction. No help at all know one seems to understand the issues. This is really time consuming and irritating. What to I have to do to manage my accounts? Thanks for your time.

  Business Response

  Date: 10/19/2023

  Re:  Better Business Bureau (BBB) Complaint ID ********
          TIAA SR ************************* Estefani Rupertty:
  
  We are responding to ***************************** October 13 complaint filed with the BBB and received at TIAA on October 14.
  

  **************** wrote she is unable to log in to our website to manage her account(s). **************** further wrote she called TIAA for assistance, but nobody understands the issue.
  
  First, we can appreciate ****************** concerns. The level of service she described receiving is not the level of service we strive to provide to our clients. Further, according to our records, **************** has since logged in to our website and accessed her account(s).

  Finally, TIAA has a Web Support Team (WST) available to assist **************** with any web-related issues.Our WST can be reached at ************; WST representatives are available weekdays from 8 a.m. to 7 p.m. (ET).

  For account service needs, **************** may contact us at ************. Consultants are available weekdays from 8 a.m. to 10 p.m. (ET). Additional information is located on our website at TIAA.org.
  
  Sincerely,
  
  ************************;
  Senior Customer Resolution Manager
  Operations and Customer Services
  TIAA
  
  **********************************************************************************************************************
  Phone: ************ 
  Fax: ************
  www.tiaa.org
  
  TIAA-CREF Individual & ************* Services, LLC,Member FINRA and SIPC, distributes securities. ******** services by Advice & ******** Services, a division of TIAA-CREF Individual & ************* Services, LLC, a registered investment adviser

• Initial Complaint

  Date:10/05/2023

  Type:Billing 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 contacted TIAA to withdraw funds to cover my essential bills. Unfortunately, what has followed is a series of perplexing and chaotic transactions. I have three checks that I received in the mail, along with a letter stating that I will be receiving yet another due to an overpayment on a loan. The initial person I spoke to omitted and provided me with erroneous information. I requested specific allocation of funds from my account to pay off an outstanding loan, none of which were properly processed. An incorrect deposit amount was made into my bank account. I had an outstanding loan that I requested to be paid off using a portion of the funds from my account this request was not carried out. **** has also continued to debit monthly loan payments from my personal checking account. I have paid the loan off in full and received a notice that I will be getting another check because the loan was overpaid. I called repeatedly and was told a number of times that everything was fine and would be processed as I requested, but this was never the case. I received an email notification that a transaction for over $16,000 was made and the amount was scheduled to be deposited into a Chase account. I neither bank with ***** nor have I ever provided any information about a Chase account to TIAA. Despite my request from the beginning for 30% of taxes, fees, and penalties to be deducted upfront from my withdrawal, only the default 20% was deducted. This will create tax liabilities for me in **** when I file my 2023 taxes, for which I must now prepare to make a payment plan. My case was escalated to an individual named ******************************* who has been unhelpful and uncommunicative. Despite numerous attempts to reach her, I have received little to no information/updates. I am requesting a thorough investigation, a comprehensive and transparent account of all the transactions that have taken place, and a clear understanding of my current account balances and what I am owed.

  Business Response

  Date: 10/12/2023

  October 12, 2023
  
  Estefani Rupertty
  BBB Serving the Southern Piedmont of **** and **** and ************
  9719 *****************
  ********,**** 28105
  
  
  RE:BBB Consumer Complaint ID *********
         TIAA SR * 1-25547300536
  
  Dear Ms. ****************** am writing in response to the complaint that was filed with the Better Business Bureau (BBB) by *********************, which was received by TIAA on October 5. In the complaint **************** expressed concern with transactions that took place on her account and asked for an explanation of the transactions.
  
  I contacted **************** by phone on October 5 to address her concerns and apologize for the frustration this matter has caused her. As she requested during our phone call,I also provided her a written response to her TIAA.org online account explaining each of the transactions that took place. At this time, all of her requested transactions have been completed and a refund check in the net amount of $234.97 has been mailed to her address of record for an overpayment of one of her loans.   
  
  If you or **************** have additional questions or concerns regarding this matter, please feel free to contact me directly at ****************** or ************.
  
  Sincerely,
  
  
  *****************
  Sr.Customer Resolution Manager
  
  Cc:*********************

• Initial Complaint

  Date:10/03/2023

  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 dad, ***************************, passed away on March 28, 2023, I supplied TIAA with the notification of death on May 1, 2023. My dad's policy number is ********. To date, none of the beneficiaries have received the claim packets that we've been promised time and time again. Additionally, I've supplied them with my new address multiple times, however they have yet to change it in their system, so when the paperwork does go out, I'm confident it'll go to the wrong place. It's been 5 months of empty promises and zero information. We were told, in a letter, that they needed documents from my dad's ex-wife, however they received those documents a long time ago (confirmed by customer service). We've continued to call over and over again and every single agent tells us that they'll request the documents be sent overnight or email, and it never happens. We already escalated this once and spoke with a *****************************, who promised me over and over again that she'd stay on top of this until the claim packets went out, yet she did not follow through either. We want this behind us.

  Business Response

  Date: 10/04/2023

  Please see the attached written response.

  Customer Answer

  Date: 10/04/2023

   
  I am rejecting this response because: Please find attached, I have responded within the letter, in red.  

   

  Thank you,

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

  
  

  Business Response

  Date: 10/10/2023

  Please see the attached response. 

  Customer Answer

  Date: 10/12/2023

   
  Better Business Bureau:
  

  TIAA has since been in touch with 2 out of 4 of us, and 3 out of 4 of us received our packets.
  

  I would like to add a suggestion. The documents that were sent via ***** were documents that could have been to emailed us, as they were basic blank forms for us to fill out, our personal details were not pre-printed anywhere. This whole process would have gone smoothly had:

  1. TIAA customer service representatives had access to accurate information. While they told me via telephone that was no reason for a hold up, claims is telling you the exact reasons for the hold up, of which were never communicated to me, the executor of the estate.

  2. **** had contacted us to verify mailing addresses, as well as email addresses

  3. **** had assigned us a direct representative to see the process through. When working with other businesses, we were assigned "transition specialists," who helped us get everything closed out within a matter of about two days! The process to get us blank forms to fill out has taken 5 months.

  At this point, I will settle this complaint. If it's dragged out further, I will revisit.

  
  Thank you. 
  

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

  
  

• Initial Complaint

  Date:09/27/2023

  Type:Product 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.

  Called TIAA on 8/28 to start receiving funds from my annuity was told the money would be there on 9/1. Called 9/1 when funds not there, was told they were waiting on information from previous employer and could take 5 to 10 business days. Call on 9/15 was told the employer never responded. I called the employer after finishing call to TIAA. They stating they never received the request. The HR person used the portal and sent the information to TIAA. Called on 9/18 no one had checked the portal. Person on phone said she started the process and it could take 3 to 5 business days. I called on 9/22 and was told it was in process and it might be done by Monday. I asked to talked to a manager and was told he would call me back next week. I call backed later on 9/22 and requested all my funds be moved to Fidelity. They had me e-sign all the forms which listed moving all my funds. I called on 9/26 after logging in and all my accounts empty except for the annuity. I understood it might be a few days before the money showed up in Fidelity. I called TIAA to ask why the annuity had not been moved. I was told they cannot move that even though I sign the forms. They claimed I was told the wrong thing and that needs to be paid out annually. They checked the status and the process to send it to me had still not been started. They put an escalation in. They could not tell me if it would actually get started and it would be 5 days once it was started.

  Business Response

  Date: 10/04/2023

  Please see the attached response to this complaint. 

  Customer Answer

  Date: 10/04/2023

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