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:07/12/2023

  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 needing to get cash from my mutual fund by redeeming shares. I am unable to get in touch with anyone via telephone or internet. No forms are available online and all phone numbers say unable to go through. This is 2 days in a row attemptng to get my money from my account

  Business Response

  Date: 07/17/2023

  Please see the attached letter response.

• Initial Complaint

  Date:07/10/2023

  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 received part of my professor ******** **** pension as part of a divorce settlement (Quadro).I currently have about $310, 000 in that account. In 2009, I was unable to pay my taxes. The *** contacted **** to put a lien on my account to collect those taxes. My understanding is that **** refused the lien on the grounds that no withdrawals had been made as yet. I paid off the lien three years ago and uploaded the certificate of release that I received from the *** to the **** website. When I turned 71 1/2 years old, in 2021, I contacted **** to begin the required withdrawals. I was told that **** needed a direct communication from the *** releasing that lien. That has remained ****s position since that time despite numerous calls from me to resolve this. I just got off the phone this morning, again, with ***** who explained that I could not have an in-office appointment in ******* or anywhere else to resolve this (I live in ****** which has no **** office).I have indeed called the *** directly at least three times to try to get help that way. Last time I got to the second tier of customer service. The agent again told me that the *** NEVER sends direct communications to businesses (except of course to demand money in my case!).The agent suggested I send **** a copy of my current account with the *** website. I did this . Not acceptable to ****! I have even offered to meet with a **** rep and allow them to view My*** account online so they can verify that there is no lien on my account. Not acceptable!!***** transferred me to ***** who told me again to get something sent by the ***. When i saidstop!, this going nowhere, she advised me to fax a letter to the **** Customer Care Team, I will do that of course but fear this is another dead end!What does an almost 74 year old woman have to do to get access to her own money???

  Business Response

  Date: 07/17/2023

  July 17, 2023
  RE: BBB Complaint ID #********
  TIAA ******************************************** am writing in response to the complaint filed by ***************** with the Better Business Bureau (BBB), which was received by TIAA on July 11. In her comments Ms. ******** mentions her attempts to begin distributions from her TIAA accounts, which cannot be facilitated as she has a lien on her TIAA accounts that was imposed by the ************************ (***).
  The Internal Revenue Code allows for continuous levies with respect to wages, salaries and certain other types of property. This means that a levy on wages and salaries continuously attaches until it is released. Examples of property continuously attached include salary and wages, and deferred compensation payments such as retirement or pension income.
  The accounts that Ms. ******** received as part of a Qualified Domestic Relations Order (QDRO) are retirement accounts, and the *** provided TIAA with notice of a tax levy on February 22, 2017 (Copy available upon request). Page 2 of the levy indicates that This levy remains in effect for all wages and salary for personal services until we send you a release of ****. To this date, **** has not received notification from the *** to release the levy on ********************** retirement accounts held at TIAA.
  In order to have this levy released, TIAA will need to receive notification directly from the *** that her levy has been released. The *** can fax the information directly to TIAA at ************ or mail us the information at *************************************************************************** *********, ** *****. Ms. ******** has provided TIAA with documentation showing her account status, but the proper notification needs to be received directly from the ***.
  If you have additional questions regarding this matter, please feel free to contact me directly at ************ or ******************.
  Sincerely,
  *****************
  Sr. Customer Resolution Manager
  Cc: *****************

• Initial Complaint

  Date:06/27/2023

  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 been trying to resolve my father's estate for 6 months and it has been an absolute nightmare dealing with ****. At first, it took two months for them to give me the right contact info to report his death. They were giving me contact info for pension and not annuity claims which meant no one was processing the information I was emailing (as they had instructed). Finally, after a few months, someone realized I had never been mailed the claim packet they kept referring to and emailed one to me. I completed it then went through the checklist and made sure I had everything they asked for. Three weeks ago I received a letter saying they still cannot process the claim because I need to complete the State tax form (even though I indicated I live in a state with no state income taxes) and a divorce decree for my parents which was never mentioned in the claim packet. I called and spoke to an agent, letting them know that 1) My parents had been divorced for 40 years and I don't have any decree 2) my mom passed away a few months before my dad did last year so she would not be trying to claim she was owed the money and 3 ) **** had my fathers will that SPECIFICALLY lists the **** account and that I am the sole heir. I was told there was no one in claims I could be transferred to but that they would call me back that day. I waited a week and never heard from them. I called again and was again told claims would call. No one called that week. I called yesterday and was AGAIN told someone in claims would call. Never received that call. So today I called again and explained my frustration and was told there was nothing they could do except keep submitting requests to the claims **** to return my call. I agree with other complaints here that this is a nightmare dealing with **** while grieving the death of a parent. This company exists to be helpful when people are elderly or for family when loved ones pass - you would think customer service would be a HIGH priority.

  Business Response

  Date: 07/05/2023

  Attached is ****'s response the the clients complaint.

  Customer Answer

  Date: 07/06/2023

   
  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 **** would like to note that it took filing this complaint to finally get a response from TIAA after nearly 3 weeks of phone calls to them and their promises to have a supervisor call me. I understand being short staffed and also having people in training that will make mistakes. I am not cranky with those people. If TIAA pays people well, provides benefits and treats them as valued employees and they should should not have problems hiring and keeping good personnel. **************** is so important when it comes to helping folks with their pensions or when someone has died and family is navigating all the post-death business. This area is not one TIAA should be skimping on. Please TIAA - value your customers by valuing your employees then these types of issues will not continue to plague your company.
  
  Thank you. 
  

• Initial Complaint

  Date:06/12/2023

  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 been trying to settle my father's estate since April 1st and ya'll don't know what you are doing. ******* says that the forms are complete and is in process but has been in process since 5/4/2023 she opened a research request and said someone would get back to me because it shouldn't be in process for over a month. I call to check the status today and ****** said all the form are wrong and that ******* didn't look at the forms as well as he did, and she is wrong. (I doubt that). Then I asked for a supervisor, and he said they don't do that. I have to wait ***** hours to get a response from a supervisor. So, on the day that I lay my father to rest I have to speak to the supervisor who is making my heart rate skyrocket and not take the time to mourn my father. I can't imagine a company that is so bad at what it does. Taking money from Teachers no less and holding their monies hostage. I'm sure this is illegal. Great Job TIAA. You all ****.

  Business Response

  Date: 06/20/2023

  Regarding complaint #********

  Customer Answer

  Date: 06/22/2023

   
  I am rejecting this response because:
  They are not taking ******* bad behavior as a customer service rep he needs to be retrained or give me an apology. 

• Initial Complaint

  Date:06/07/2023

  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.

  On 6/5/23 I called **** to find out what the process is for me to be permitted to discuss my mother's account with them. My mother is very elderly and has dementia; I have ***** of ********* with all the appropriate documentation. In addition she has long since (even before her dementia was so debilitating) granted me permission to handle her finances, as well as online access to her various financial accounts. After a ***** minute wait I received a call back from **** from a consultant named ********************************* (I am 99% sure of the name). I asked ******* about any paperwork required for me to speak with them about my mother's account and also mentioned that I was currently logged into her account. He told me in an angry voice that I was not allowed to log into someone else's account and then he HUNG UP ON ME! As I was unable to find anywhere on the **** website to let the know of this unexpectedly rude treatment by an employee, I am submitting via BBB.Just to follow up on the initial reason for my inquiry... I then called the local **** office in ******** **, and the woman who answered the phone was very nice but clueless about how to inform **** of my POA status and did not make any effort to find out. So I called **** again. After another ***** minute wait I spoke with ***************** who directed me to the appropriate "Authorization to Access ****" form.I will submit the form as soon as possible and hope that I will have better luck dealing with **** in the future.

  Customer Answer

  Date: 06/07/2023

  I was finally directed to the form that I need to send them to recognize my POA, so hopefully that will work out okay. I am just really distressed by the poor customer service, especially as my mother has a lot of money invested at TIAA.

  Business Response

  Date: 06/12/2023

  See the attached letter.

• Initial Complaint

  Date:05/31/2023

  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.

  ****'s Retirement@work is not functioning and gives the message "Our site is currently unavailable We are experiencing an interruption in service and are working to resolve the issue. We apologize for any inconvenience." for the last 2 months. As a result, I was not able to make retirement contribution changes. Spoke with 5 representatives at TIAA including a supervisor. And now the supervisor stopped responding to my calls. They kept saying the issue was resolved since April 12 but it is not as of June 1. This is costing me income tax savings.

  Business Response

  Date: 06/07/2023

  Re:  Better Business Bureau (BBB) Complaint ID ********
          TIAA SR ********************* Dear Estefani Rupertty:
  
  *************** to ********* May 31 complaint filed with the BBB and received at TIAA on June 1.
  
  According to our records, ********** is the spouse and attorney-in-fact for our client, *** ****, and is authorized to act pursuant to the powers granted by the power of attorney on file.
  
  ********** wrote that he was recently unable to change our clients retirement plan contributions due to a website access issue impacting their tax savings, and that he received poor service when contacting ** to resolve this matter. ********** further wrote that he wants the website access restored and all impacted contributions to be retroactively coded as **** contributions.
  
  While we are pleased to confirm that the website access issue is resolved and all contributions are correctly posted to Mrs. ***** account(s), we apologize for the difficulties ********** has experienced. ******************* ********** has described receiving is not the level of service we strive to provide to our clients and others.
  
  Finally, TIAA does not provide tax or legal advice. ********* should consult his tax advisor with any tax-related inquiries.
  
  For account service needs, ********** may contact ** 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
  

• Initial Complaint

  Date:05/25/2023

  Type:Order 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.

  **** has made multiple errors moving hundreds of thousands of dollars to Fidelity. I am still waiting. This MUST happen today. It has now been weeks due to errors by ****. This is a disaster.

  Business Response

  Date: 06/02/2023

  Please see the attached response to this complaint. 

  Customer Answer

  Date: 06/07/2023

   
  I am rejecting this response because:

   

   

  Their response fails to include the statements made by the writer:

   

  1) that the errors made in the initial paperwork were made at the instruction of the **** agent who assisted with completing the papers

  2) that subsequent efforts to correct the paperwork errors resulted in further errors and delay - these efforts and errors were made by the **** agents involved

  3) that the total delay caused by **** agents was a month which resulted in a financial loss for me

  Therefore, I am amending my complaint to request compensation for my loss and a correction to the record established in the response from the company.

  Thank you

   

• Initial Complaint

  Date:04/14/2023

  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.

  While preparing information for 2022 taxes, in March of 2023, it came to my attention that my TIAA-CREF life insurance premium went from $555.10 quarterly, for a 15 Year Level Term, to $8,044.40 quarterly. The premiums were set up to be paid through auto-draft with my bank. This premium increase took place when I turned 65 years old, June 23, 2021, and three auto-drafts took place since that time, totaling $24,133.20.I called immediately and was told to fill out a form to cancel the policy...which was done via a certified letter on 3/29/23. I informed them that I received NO notice of this vastly increased premium amount...to which they claimed that multiple letters were sent. I received not even one letter from them. (The ONLY letter recently received from them was when my bank was able to reverse a fourth premium charge. TIAA-CREF wrote to let me know that the policy had lapsed due to non-payment of premium.)I requested reimbursement of the above amount, as I had signed a **************************************************************** regarding this request. I was then put on hold, but hung up in frustration after waiting far too long. I have yet to receive a followup call.I sent a certified letter on April 1, 2023 to P.O. Box ******, *******, ** 31139-1508 stating that our signed contract was for a 15 year policy, that I had been a long-term customer, that I received NO notice of this premium increase, that no one has gotten back to me, as promised. Finally, I requested return to me of $24,133.20 or I would seek legal advice.I still have not heard from TIAA-CREF regarding this demand. All these issues are surprising for a company that is SUPPOSED to be highly regarded.

  Business Response

  Date: 04/27/2023

  Attached is ****'s response to the clients complaint.

  Customer Answer

  Date: 04/27/2023

   
  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. Since I never received any notice of premium increase, as claimed in this reply, and stated during a phone conversation, I would like to make sure that my address listed with them is correct.  *********************** ***************** Ext. *******, ** 30224
  
  Thank you for the immense help you have provided to me,

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