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:09/26/2023

  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.

  My grandfather passed away in June 2023. He left ******* father and uncle an i trust thats current managed by ****. In trying to close out the estate and disperse funds, these people are wholly unhelpful and deliberately slow; specifically *************************** - who has been tasked with overseeing the matter. They dont answer calls or emails for simple matters. weve had to involve lawyers just to complete paperwork with information that **** already has. The entire matter reeks of fraud and corporate thuggery. It shouldnt require all of this to execute a trust that was clearly spelled out. I need this job finished and all outstanding questions answered

  Business Response

  Date: 09/28/2023

  Please see attached resolution response for Complaint ID: ********

• Initial Complaint

  Date:09/26/2023

  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.

  Inherited retirement account from deceased mother. Based on guidance from tax advisor, I called to confirm RMDs and that they were being paid properly. Called the hotline they put in the request and stated it would take 10 days. This morning I received 2 documents that seemed to contradict one another, so called the hotline again.-Initial agent mentioned that couldn't talk to RMD issues and that I need to talk to the beneficiary department -Put me on hold, mentioned that the beneficiary department wouldn't take my call, but she was working with the departments to get me an answer. -Initially provided me an answer that aligned with statements made when the account was transferred over.-Came back and did not acknowledge her initial statement was wrong and but provided me information that was vastly different then before. -Asked for explanation, she said she couldn't provide it. -Transferred me to beneficiary department who contradicted her statement, but mentioned that national call center is supposed to handle RMD questions not beneficiary support. -Called the national hotline again - asked to speak to a supervisor - stated the supervisor was busy and would call me in ***** hours.

  Business Response

  Date: 10/03/2023

  Please see the attached response to this complaint. 

• Initial Complaint

  Date:09/21/2023

  Type:Product 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 get TIAA to allow my mother to change her online password. The emails and phone numbers on record are no longer valid but they kerp telling us that we have to go through the normal process. Checks were originally direct deposited but after my father died that stopped. We have spent _hours_ trying to get this reinstated, and sent at least two complete sets of forms, received mail saying something had been left out, sent that information and never heard back. We have also sent letters signed by my mother asking for a resolution. No reply whatsoever. We have been told on the phone that the problem is that there are 2 social security numbers on the account by one person, but had no problem on that score with another. There have also been other times when two different customer service people say totally different things as well. It goes on and on, around and around.

  Customer Answer

  Date: 09/21/2023

  The complaint is in her name:  *******************************

  Business Response

  Date: 09/26/2023

  Re: Better Business Bureau (BBB) Complaint ID ********
         TIAA SR **************************** Estefani Rupertty:
  
  We are responding to the September 21 complaint filed with the BBB by ********************************* daughter regarding the difficulties ********************** has experienced while attempting to establish online account access and receive payments electronically.
  

  First, protecting the privacy and security of our clientsinformation is important to us. This includes implementing policies and procedures that help to mitigate risks. We aim to provide the best balance of protecting the security of our clients accounts and providing a quality client experience based on industry norms. We continually review our processes to improve security and efficiency.

  Further, since ************************ daughter is not authorized on ************************ TIAA account(s), we are unable to provide account-specific information without the requisite authorization.

  Finally,we have a Web Support Team (WST) available to assist ********************** with any web-related matters. Our WST may 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
  ***************************************************************************************************************************************************
  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:09/06/2023

  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 was awarded a **** back in June 2022 from the Retirement plan of ex spouse who held a TIAA account . Per the **** , **** created a retirement account in my name and rolled over to that account in kind. Both in June of 2023 and August 2023 , the funds were forfeited/ removed from my account by TIAA BENEFITS **** and have yet to be replaced . I have called numerous times since June 2023 to get the funds replaced and have been given the constant runaround with no resolution. I request immediate action to regain the assets that were owed to me per court order before I am forced to take further action on this matter .Please assist and contact me if further information is needed .

  Business Response

  Date: 09/18/2023

  Re:  Better Business Bureau (BBB) Complaint ID ********
          TIAA SR ************************* Estefani Rupertty:
  
  We are responding to *******************************-Hills September 6 complaint filed with the BBB.
  
  **********************-Hills wrote she received funds via a Qualified Domestic Relations Order (****) in 2022;however, TIAA erroneously removed these funds from her account(s) in 2023.
  
  First, we can appreciate *********************-Hills concerns. The level of service she has described receiving is not the level of service we strive to provide to our clients.
  
  Further, **********************-Hillsretirement account(s) have a delayed vesting provision. The vested status of employer contributions and earnings are based on **********************-Hills length of employment, as described in her former employers plan document.
  
  Finally, the plan sponsor confirmed that **********************-Hills did not fulfill the vesting requirements before the end of her employment. Unfortunately, the plan sponsor inadvertently moved the funds awarded via the **** to its forfeiture account. These funds have since been credited to **********************-Hills account(s) by the plan sponsor, as detailed on her confirmation statement(s).
  
  For account service needs,**********************-Hills may contact us at ************. Consultants are available weekdays from 8 a.m. to 10 p.m. (ET). Additional TIAA information is located on our website at TIAA.org.
  
  Sincerely,
  
  ************************;
  Senior Customer Resolution Manager
  Operations and Customer Services
  ***************************************************************************************************************************************************
  Phone: ************ 
  Fax: ************
  www.tiaa.org
  
  TIAA-CREF Individual & ************* Services, LLC, Member FINRA and SIPC, distributes securities. ******** services by Advice &Planning Services, a division of TIAA-CREF Individual & ************* Services, LLC, a registered investment adviser

• Initial Complaint

  Date:09/01/2023

  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.

  Started August 14, 2023 Requested withdraw from retirement account to pay off a loan previously taken from same retirement account. I have spoken to TIAA representatives by phone 5 times, The designated representative from my employer has contacted TIAA in hopes to resolve this transaction on my behalf Each person I speak too gives me a different answer as to why this transaction has not been completed yet and guarantees that it will be resolved in day or two, the issue has been escalated within TIAA and I was assured I would receive a phone call - never happeneded I have been attempting to get this resolved since August 14 and I'm being denied access to my money 100% contributed by me no employer contribution TIAA appear to not know what they are doing or I'm being discrimated against because of my age, gender or relatively small monetary value of my account. I need help, my next step is to contact the SEC

  Business Response

  Date: 09/08/2023

  Please see the attached response to this complaint. 

  Customer Answer

  Date: 09/09/2023

   
  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:08/29/2023

  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 am the beneficiary of my deceased mothers ***************** and annuity. I have a financial planner that is assisting me in the transfer of these funds into a stretch payment option into a similar insurance product. All of the forms have been sent to the department addresses on file as well as emailed. 55 pages in total. This process was done three separate times. I have called an average of twice a day for two months as well as a representative from my financial advisors office. A corresponding insurance product was set up in my name so that the transfer of funds through a stretch payment system will allow me to avoid taxes, which is the law. I am following the Law. For three months Ive spoken to no less than ten representatives on the phone, answering your tedious questions every time and getting absolutely nowhere. Ive just received a package in the mail stating that you received the death certificates and nothing else. the ********************************************************** the last three months.You have done nothing, you are still doing nothing. this is my money not yours, your claims department are a bunch of overpaid slugs that do nothing. you sit on your hands and do nothing. Even the latest package of poorly copied out of focus hard to read copies was sent to the wrong address for a week. This is my money not yours. do your job now.

  Business Response

  Date: 09/07/2023

  Please see the attached response to this complaint. 

  Customer Answer

  Date: 09/07/2023

   
  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:08/16/2023

  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.

  I applied for the 10 year, yearly rollover thru the **** website on 7/15/2023. The contract with the ******************** of New York describes this 10 year payout plan. No documentation was available to help me in completing the forms and I may have not filled them out correctly.I was sent a withdrawal check with a 20% Federal Tax penalty taken out.I called customer service on 7/17/23 to cancel the check and set up a rollover to an existing *** account that I have with Quorum FCU.Again, the transfer was made to Quorum FCU as a withdrawal with federal taxes taken out. Im now out $400 of my retirement money because of their poor customer service.I called customer service again to complain on 7/31/23 and was told that the transaction was considered a withdrawal. I then requested the funds be returned and my tax penalty restored. I was told that was not possible but they did help me setup a rollover for future distributions. The rollover seems to be set up correctly but I wont know till next year. I also requested to speak to a supervisor to complain about the lack of customer service. I have not heard from **** since as of 8/16/23.TIAA-CREF owes me $434.11 for the taxes I had to pay to the ****************** that I did not owe.

  Business Response

  Date: 08/23/2023

  August 23, 2023
  Estefani Rupertty
  
  RE: BBB Complaint ID ********
  TIAA SR * 1-25498071516
  

  Dear Ms. **************************** see the attached response to the complaint filed by *************************. If you have any additional questions, please feel free to contact me directly at ****************** or ************.

  Sincerely, 

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

  Sr. Customer Resolution Manager

  TIAA

  Customer Answer

  Date: 08/26/2023

   
  I am rejecting this response because:

  No money was disbursed to my Quorum account.

  No confirmation was given to me in my online TIAA account about the status of future rollover disbursements.

  
  

  Business Response

  Date: 09/01/2023

  Please see the attached follow up response to this complaint. 

  Customer Answer

  Date: 09/09/2023

   
  I am rejecting this response because: the confirmation document does not have the correct account number for my *** account at Quorum FCU.

  
  

  Business Response

  Date: 09/19/2023

  Please see attached for response.

  Customer Answer

  Date: 09/19/2023

   
  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:08/04/2023

  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.

  I have a retirement account with **********************. I was unable to log in to their site because I changed phones and have a new number. I called their contact number and they could not verify my identity. so they could not enter my new phone number and allow me access to my funds which I need now for income. They gave me an ID quiz which I failed because I could not remember the color of a vehicle I owned 20 years ago. They want me to travel from ******* ** to ******* ** so they can verify my identify.I want them to come up with an alternative means of verifying my identity and contact me to implement it.

  Business Response

  Date: 08/15/2023

  Re:  Better Business Bureau (BBB) Complaint ID ********
          TIAA SR ********************* Dear Estefani Rupertty:
  
  We are responding to **************** complaint filed with the BBB and received at TIAA on August 4.
  
  ************ wrote that he was unable to log in to our website to access his account because he changed his telephone number. ************ further wrote that since we were unable to verify his identity, we have asked him to visit a TIAA office for assistance.
  
  First, the client authentication process is governed by several regulations. Understanding these regulations allow our consultants to safeguard both client and company assets, therefore better serving our clients.We aim to provide the best balance of protecting the security of our clientsaccounts and providing a quality client experience based on industry norms.
  
  Further, according to our records, ************ successfully logged in to our website and accessed his account on August 13.
  
  Finally, TIAA has a Web Support Team (WST) available to assist ************ with any web-related issues or questions. Our WST can be reached at ************; WST representatives are available weekdays from 8 a.m. to 7 p.m. (ET).
  
  For account service needs, please contact us at ************. Consultants are available weekdays from 8 a.m. to 10 p.m. (ET).Additional TIAA 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

  Customer Answer

  Date: 08/17/2023

   
  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:08/02/2023

  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.

  On July 5, 2023 I requested a conversion from my Traditional *** to my ***************. Today is August 1, 2023 and the transaction is still not complete. Funds were withdrawn from my Traditional *** and are still sitting in cash. I have contacted TIAA on 4 occasions (7/14/23, 7/20/23, 7/25/23, and 7/27/23) and continue to get the same response that they are working on it. There is no excuse for this type of delay.It should be noted that prior to transferring my ***s to TIAA, I converted funds to my **** ***s with no issues. It's a simple transaction.

  Business Response

  Date: 08/04/2023

  Please see attached resolution for case 20407604, ****************************** 

  Customer Answer

  Date: 08/04/2023

   
  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. 
  

• Initial Complaint

  Date:07/31/2023

  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 am trying to rollover my TIAA held *** to another institution. I have called four times and filled out the form over the phone but the rollover has not occurred!

  Business Response

  Date: 08/01/2023

  August 1, 2023

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

  Dear Ms. ************** am writing in response to the complaint filed by ************************* with the Better Business Bureau (BBB), which was received by TIAA on July 31. In the complaint ******************** mentions that she is attempting to roll over her Traditional *** to an alternate carrier, but the transaction has not occurred.
  In reviewing the account history, ******************** opened a Traditional *** on April 19, 2016 and provided instructions to make a one-time contribution in the amount of $100 from her bank account. This contribution was received into her account on April 22, 2016.
  In compliance with the *** Patriot Act, along with other regulations designed to protect participants from identity theft, **** sent the attached letter on May 3, ******************************************* ********* residential address. The letter instructed ******************** to return the document along with a copy of one of the acceptable documents listed to verify her identity. **** never received a response to this notice, so we were forced to place a block on the account preventing funds from being contributed or withdrawn.
  **** received requests to transfer her Traditional *** to ******* ****** on January 27, 2023 and March 28, 2023; however, neither of the transactions could be completed due to the block on the account. To transfer these funds to an alternate ******************************* will need to complete and provide TIAA with the enclosed Customer Verification form and acceptable documentation to verify her identity. Then she will be able to resubmit her request to transfer funds to the alternate carrier, as the block will be removed from her account at that time.  
  If you have additional concerns regarding this matter, please feel free to contact me directly at ****************** or ************.
  Sincerely,
  *****************
  Sr.Customer Resolution Manager
  Encl:5/3/2016 Customer Verification Letter and Form