Reviews

This profile includes reviews 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

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  TIAA-CREF

  PO Box 1265 Charlotte, NC 28201-1265

Review Details

• Review fromLoni C

  Date: 03/14/2024

  1 star

  Loni C

  Date: 03/14/2024

  This company is impossible to work with i believe they do this intentionally as they have annuity products they sell to the clients and the longer they prolong the requests the longer they keep the money in the annuity products. they will not speak with an advisor on the phone without a client even if **** is the one making the errors they force us to interupt our *********** to call in just to say hey TIAA you made this error now fix it. Such a horrible customer service company. on rollovers you must call in to request the ppwk and that call could take 40 minutes on hold. who has this kind of time between the hours of 8am-5pm every day, not teachers that is for sure.

  TIAA-CREF

  Date: 03/28/2024

  Re: BBB ******** Review ID #****** TIAA SR ************* Dear ************************* are responding to the BBB ******** Review from **************** received at TIAA on March 15.**************** wrote **** will not speak with an advisor without client authorization, and that we prolong transactions to retain assets. **************** further wrote TIAA requires clients to call to obtain rollover forms, and the length of these calls is prohibitive.First, protecting the privacy and security of our clients information 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 are unable to discuss account-specific information without the requisite authorization.Further, we expect that, due to the market volatility, we will continue to receive an exceptionally high volume of calls in our contact center. Clients may experience longer wait times and calls than usual. Additionally, the Interactive Voice Response System (***) is our automated telephony system that allows clients to access account information electronically. Some of the benefits provided by the *** are:Automatic Number Identification, which attempts to match the number a client is calling from to a number on their profile for faster identification.Targeted messages, such as Cash Withdrawal Status.Customized menus, which accept speech or keypad entry.Self-service options.Dynamic routing to send callers to the most appropriate agent.Finally, the rules governing retirement plan transactions are complex, in part, because they are designed to protect clients, as well as retirement plan sponsors. 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 ******** Resolution Manager Operations and ******** Services TIAA

• Review fromEdward D

  Date: 03/01/2024

  1 star

  Edward D

  Date: 03/01/2024

  Totally incompetent. Have been working since November ************************************************** March 2024. 3 Times I have submitted paperwork provided by TIAA-CREF Service Agents to have it rejected for information they failed to include and now because Mutual funds they recommended cannot be annuitized. Not once was this mentioned before. I would tell everyone avoid TIAA-CREF like the plague. This is there last chance to get my pension started, before I transfer it to a rollover **** Anywhere but TIAA-CREF. I have been told all is in order 3 times to hear later something is missing or wrong. Their processes are severely broken and arduous. Multiple account and plan numbers for simple retirement accounts. More than a dozen calls and my frustration just mounts. Always pleasant agent, but telling me the previous agent and communications were incorrect

  TIAA-CREF

  Date: 03/18/2024

  To Whom It May ************ letter is in response to the above referenced customer review filed with the ********************************************* by *************************** concerning his experience with the annuity income process. The BBB customer review was received by TIAA on March 2.****************** had multiple plans with TIAA which required paperwork to be completed in good order to proceed with the start of annuity income distributions. **** received annuity income forms from ****************** on December 26, 2023 which were incomplete and missing pages. A letter was mailed to the client to notify him. **** then received new forms on February 15, which had vital information missing and could not be processed. This was resolved, and first monthly annuity distributions were disbursed on March 4, under the Joint Life Annuity with Half Benefit to Survivor annuity income option. ****************** has one contract remaining at TIAA that can be converted to annuity income. TIAA has not received annuity income distribution forms for this plan (TIAA Retirement Plan, Plan Number TIAXXX, Subplan RXXXXXX).We regret the inconvenience this matter has caused. Should ****************** need any further assistance or wish to convert his remaining contract to annuity income, he may call our *********************** toll free at ************ to discuss his income options and obtain the proper forms based upon the income option he desires. Consultants are available weekdays from 8 a.m. to 10 p.m. (ET) and can assist him with the proper forms.

• Review fromHeather H

  Date: 02/27/2024

  1 star

  Heather H

  Date: 02/27/2024

  Absolutely awful company to have to deal with. I have spent countless hours on the phone with this company trying to withdraw my money that was owed to me due to an error from my former employer. No one has been helpful at all. I keep being told its a technical issue and to wait another week time and time again. This company is not trustworthy with your money! Avoid headaches and invest elsewhere!

  TIAA-CREF

  Date: 03/11/2024

  Re: BBB ******** Review ID #****** TIAA SR ************* Dear ************************* are responding to the February 27 Better Business Bureau (BBB) ******** Review posted by *****************************, ************************, (hereinafter, ************************, according to our records).************************ wrote she filed to cash out her employer-sponsored retirement plan(s); however, **** has not processed her request(s), despite spending hours on the telephone with our representatives. While we are pleased to confirm that TIAA has processed ************************** distribution request(s), as detailed on her confirmation statement(s), we can appreciate her concerns. The level of service she described is not the level of service we strive to provide to our clients. For account service needs, ************************ 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 ******** Resolution Manager Operations and ******** Services TIAA

• Review fromKatherine P.

  Date: 02/24/2024

  1 star

  Katherine P.

  Date: 02/24/2024

  TERRIBLE. It took TIAA four months to assign a beneficiary relationship manager on a $5 ml portfolio, and that person is incompetent. TIAAs so-called beneficiary services department is attitudinally opposed to serving beneficiaries as customers. They are treated as ignorant supplicants. TIAAs 16-page beneficiary acceptance form is astonishingly bad TIAA acronyms abound and impossible for a non-insider to complete correctly. If your forms arent in correct order, they cant be edited; the beneficiary has to complete, notarize, and mail TIAA a new one. One agent insisted that we have only five accounts, even though ***** own letters list ten, and refused to provide information about the other five.The beneficiary acceptance offer has zero documentation to support TIAAs proposed payout. They expect a beneficiary to accept their account valuations on their face. Just to add to the muddle, every account has a TIAA # and a CREF contract #. **** changes these numbers for no reason thats apparent to their owner. As a result, even if a beneficiary has copies of the decedents TIAA statements, he cannot match them up with the accounts listed in the payout offer. In addition, **** doesnt describe or characterize the accounts at all in the acceptance offer. However, theyll happily let you know later that your submitted beneficiary acceptance form is out of order because theyve noticed some feature about the accounts. In our case, **** verbally notified us that some of the decedents accounts are inherited IRAs. A beneficiary can only roll over these second-generation IRAs into a separate account apart from other distributions. That means that we must submit not one, but two, replacement beneficiary acceptance forms to TIAA. Had **** identified at the outset that the decedents portfolio contained inherited IRAs, the trouble and expensive of duplicative work could easily have been avoided.

  TIAA-CREF

  Date: 03/13/2024

  March 12, 2024 Better Business Bureau ******************************************************************** Re: Customer Review ID ******* TIAA SR * 1-25724858007 To Whom It May ************ letter is in response to the above referenced customer review filed with the ********************************************* by ******************* ******* concerning her experience with the beneficiary settlement process. The BBB customer review was received by TIAA on February 28.After speaking to several TIAA employees about the settlement process and expressing dissatisfaction with the service received, a new Beneficiary Relationship Manager (***) was assigned to ************ ******* account. The new *** initially contacted ************ ******* on February 26 to assist with the settlement process. During several email communications and telephone calls, the *** was able to clarify the accounts, helped with the completion of the forms, and monitored the settlement process to its conclusion. The settlement process was completed on March 7, 2024.We regret the inconvenience this matter has caused. Should ************ ******* need any further assistance, she may call our *********************** toll free at ************. Consultants are available weekdays from 8 a.m. to 10 p.m. (ET).Sincerely,************************* Customer Resolution Manager

• Review fromNeil P

  Date: 02/14/2024

  1 star

  Neil P

  Date: 02/14/2024

  Never give them your money. You will never get it back. I spent 2 years trying to close an account with them After finally getting paperwork from them (you can't close an account online), filled out the 10 pages, got them notarized: they claimed the form was outdated and refused ro accept it. No apology for sending me the outdated form. When finally got the new forms, filled them out and got them notarized again, sent them in register receipt, Delayed every way they could.Now trying to close my other account. Sent in the notarized forms weeks ago, no response from them. When I called, said they had never received the forms! I may have to *** to get my money back. Just note all the other one star reviews. Believe them!

  TIAA-CREF

  Date: 03/06/2024

  March 5, 2024 Better Business Bureau ******************************************************************************* RE: Review ID: ****** Policy #******** Insured: ************************** **** ******************************************** is in response to the complaint filed with the Better Business Bureau received by TIAA-CREF ********************** (TC Life), (NAIC Company Code *****). We acknowledge the receipt of the complaint and the requirements needed for our response.The policy listed above is a Personal Select Annuity issued on March 17, 2000. Our records reflect that ****************** called the **** service center on December 11, 2023, to request surrender forms for this contract. The forms were emailed to him and mailed to his address of record on December 13, 2023.****************** called on February ******************************************************************************************** two weeks prior. The client was advised that surrender forms had not been received at ****.On February 15, a call was placed to ****************** regarding his surrender request and a message was left for the client to return the call. A senior representative from the **** call center called ****************** on February 20 and left a message, as well. In addition, After Tax Annuity surrender forms were emailed to him, as requested.****************** called **** on February 21 and was advised that **** had not received the surrender forms he mailed and that the request will be processed when **** receives the completed forms in good order. Once the transaction is processed, the disbursement will be released within 48 hours.**** received the surrender forms on February 28. The forms received were not in good order as the clients address was omitted from the form. The request was escalated for further review and was approved for processing. The full surrender was processed, and the funds were sent via Electronic Funds Transfer (EFT) to the clients bank of record.Should you have any questions, please do not hesitate to call toll-free, ************, Monday through Friday, 8 a.m. to 6 p.m. (ET), to speak to a customer service representative.Sincerely,**** ************************

• Review fromFK M

  Date: 02/14/2024

  1 star

  FK M

  Date: 02/14/2024

  Do Not Use. Having a terrible time starting my annuity payout-filled out paperwork 1/2/24. Employment stopped at the employer involved in 2008 so zero activity with funds since then, over 15 years. They say they've reached out to the former employer twice but notified me in an email 2/8 that payout would begin within 2 business days. And they still are just repeating themselves. Today Still No Payout. Am considering legal options. Highly dissatisfied.

  TIAA-CREF

  Date: 02/23/2024

  Dear Better Business Bureau,I am writing in response to the complaint filed with the Better Business Bureau (BBB) from ****************** concerning a delay in her Transfer Payout Annuity (***) payment from her TIAA contract. ************** indicated that she still has not received her payment. **** received this complaint on February 15.Upon review, I have found that **** received the *** request for payments beginning February **** on January 2. Based on the employer-sponsored plan rules, TIAA needs approval from the Plan Sponsor when there is no termination date on file to process the request. **** has reached out to the Plan Sponsor multiple times and never received a response. Our Institutional liaison has since reached out to the employer to assist in obtaining this information. We have since received this required information and have processed the ***. I can confirm that the *** payment was sent to her bank account on file on February 23.We regret the frustration and concern that she has experienced with this matter. **************** experience and feedback have been shared with the proper management so that we may improve our service moving forward.For specific questions related to this inquiry you can contact me directly at ************************** on weekdays from 8:00 a.m. to 4:30 p.m. (CT).

• Review fromAmy M

  Date: 02/08/2024

  1 star

  Amy M

  Date: 02/08/2024

  please avoid TIAA. I have spent 3 years trying to roll over my 401K to another company and **** has done nothing. We have filled out the spousal form and have notified it several times and they don't have a copy of it and we have to do it for the 5th time. They are incompetent. I hope to finally get my money out of **** and never use them again.

  TIAA-CREF

  Date: 02/29/2024

  February 29, 2024 Better Business Bureau ******************************************************************** Re: Customer Review ID#****** TIAA SR ************* To Whom It May ************ letter is in response to the Customer Review filed with the ********************************************* on February 8 by ***************** indicating that she has attempted to rollover the funds from her TIAA contract for 3 years and **** has not processed her request. The BBB complaint was received at TIAA on February 9.A review of our records confirmed that ************** submitted a request to rollover the funds from her ********************* ***************************** Retirement Annuity (GRA) contract on February 21, 2020. The ********************* ****************** plan requires that a spousal waiver be completed, notarized, and submitted prior to the processing of the request. The spousal waiver form was sent to her on February 21, 2020, and a follow-up request for the form was sent on March 17, 2020.The completed form was not received at TIAA and the request expired on March 22,2020. Our records confirm that a second rollover request was submitted on February 9,2023. The completed spousal waiver was received on February 19, 2023, and a check was mailed to Vanguard on February 22, 2023, to the address ************** provided on her rollover request. The check was not cashed by the alternate carrier and the check was stale dated as a result. On June 6, 2023, the transaction was reversed, and the funds were placed back into the originating contract.For TIAA to process a rollover of funds from **************** GRA contract, she will need to submit a new rollover request. Forms have been mailed to her address of record. As an alternative, she may enter the request through her online account or contact our *********************** at ************ and a consultant will be able to enter the request for her. A completed and notarized spousal waiver is required. We ask that she confirm Vanguards mailing address for rollover checks. The rollover request will be processed when her request and the spousal waiver are received in good order.If you have additional questions pertaining to this request, you may contact me directly at ***************** or by calling ************ weekdays from 8 a.m. to 4:30 p.m.(ET).Sincerely,********************************* Customer Resolution Manager

• Review fromMx S

  Date: 02/05/2024

  1 star

  Mx S

  Date: 02/05/2024

  Terrible website. Just to update an email address, results in "internal server" error. No way to contact a real customer service agent except by attempting to bypass a chat bot. When you finally reach someone, they can't do **** and tell you to call their phone line. MEANWHILE, there's a big message on their site when you first login that says call volumes are high. Oh I wonder why....

  TIAA-CREF

  Date: 02/12/2024

  February 9, **** Better Business Bureau ******** Review ID #****** Consumer: Unknown Participant RE: TIAA Response Correspondence for SR# ************* Dear Better Business Bureau:I am writing on behalf of ****************** and ******************* of America (TIAA) in response to the correspondence received on February 6, ****, regarding a complaint filed by Mx Sx, an unknown participant, about their experience with the TIAA.org website and trying to contact TIAA customer service.Upon review, the email address provided on the customer review could not be located in our system. The client referenced they were trying to update their email on our website, so I assume the one provided is the new email. I attempted to contact the client using the email address provided and received a delivery confirmation, but I did not receive a response.We appreciate the opportunity to respond to the concerns, but regret we were unable to contact the client directly. If you have additional questions regarding this matter, please do not hesitate to contact me directly at ************************* or by calling ************.Sincerely,******************************* Senior ******** Resolution Manager Operations and ******** Services TIAA

• Review fromTim R

  Date: 01/09/2024

  1 star

  Tim R

  Date: 01/09/2024

  TIAA CREF acted in bad faith when they do not have a policy to notify persons that at 65 they should consider their options. They are happy to just keep the money. It took four months of calling to get my retirement. Then I see they only did half of my accounts! So I had to over again just to get MY MONEY! They lied about when I would get my money. Its now nine months and they still have not given me my money. But ** retired and have nothing better to do than complain for the next 20 years about how terrible this company has become! DO NOT USE TIAA CREF! And files as many complaints as you can! S******* old people is a crime!

  TIAA-CREF

  Date: 01/29/2024

  January 29, **** Better Business Bureau Consumer: *********************** Customer Review ID # ****** TIAA SR ************* Dear ************************ am writing in response to the complaint filed with the Better Business Bureau (BBB) from *********************** concerning a request to set up Lifetime Retirement Income from his TIAA accounts. He indicated only half his funds were annuitized. **** received his complaint on January 10.Upon review, I have found that **** received two requests to annuitize funds from two separate plans. Based on his employer-sponsored plan rules, approval is required from a Third-Party Administrator to process these requests. We received approval for one of his plans and were able to process the annuity from the first plan on July 5, 2023. **** did not receive approval for the second plan and that is why it has not been annuitized. **** has reached out multiple to times to the Third-Party Administrator and was unsuccessful in obtaining approval. I was able to work with our Institutional liaison and the Third-Party Administrator to obtain approval for the second plan. Our operations group is currently processing the second request for the Lifetime annuity. Once I see the payment was processed, I will send the client an email confirming the first monthly annuity payment was sent.We regret the concern that he has experienced with this matter. His experience and feedback have been shared with the proper management so that we may improve our service moving forward.For specific questions related to this inquiry you can contact me directly at ************************** on weekdays from 8:00 a.m. to 4:30 p.m. (CT).Sincerely,************************* Senior Customer Resolution Manager

• Review fromKathryn H

  Date: 01/05/2024

  1 star

  Kathryn H

  Date: 01/05/2024

  It has been over 12 business days since I separated from employment and filed for a cash out of my 401k. Every time I call for a status update on when those funds will be sent out, its always its in process. It should only be a couple more days. My former employer submitted everything on their end in a timely manner. I dont understand why TIAA cant do their job the same. At this point, my money is being held hostage!

  TIAA-CREF

  Date: 01/18/2024

  Re: BBB Customer Review ID ****** TIAA SR ************* Dear ************************* are responding to the Better Business Bureau (BBB) Customer Review posted by ******************************* and received at TIAA on January 8.******************** wrote that she separated from employment and filed to cash out her employer-sponsored retirement plan(s); however, **** has not processed her request(s).First, we are pleased to confirm that TIAA has processed ********************** distribution request(s), as detailed on her confirmation statement(s). Further, each retirement plan enlists specific processes, or has certain requirements, by which transaction requests must be followed. ********************** retirement plan(s) had a delayed vesting provision. The vested status of employer contributions and earnings were based on ********************** length of employment, as described in her former employers plan document(s). The plan sponsor confirmed that ******************** did not fulfill the vesting requirements before the end of her employment, so some funds were moved to the plan sponsors forfeiture account. Additionally, ******************** promised to repay TIAA as Recordkeeper for the plan(s), loan proceeds, together with interest on the unpaid balance of a retirement plan loan. We can confirm that **** has received the final loan repayment, as detailed on ********************** confirmation statement(s).Finally, the rules governing retirement plan transactions are complex, in part, because they are designed to protect clients, as well as employers.For account service needs, ******************** 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 | ************* Services TIAA

  TIAA-CREF

  Date: 01/18/2024

  Re: BBB ******** Review ID ****** TIAA SR ************* Dear ************************* are responding to the Better Business Bureau (BBB) ******** Review posted by ******************************* and received at TIAA on January 8.******************** wrote that she separated from employment and filed to cash out her employer-sponsored retirement plan(s); however, **** has not processed her request(s).First, we are pleased to confirm that TIAA has processed ********************** distribution request(s), as detailed on her confirmation statement(s). Further, each retirement plan enlists specific processes, or has certain requirements, by which transaction requests must be followed. ********************** retirement plan(s) had a delayed vesting provision. The vested status of employer contributions and earnings were based on ********************** length of employment, as described in her former employers plan document(s). The plan sponsor confirmed that ******************** did not fulfill the vesting requirements before the end of her employment, so some funds were moved to the plan sponsors forfeiture account. Additionally, ******************** promised to repay TIAA as Recordkeeper for the plan(s), loan proceeds, together with interest on the unpaid balance of a retirement plan loan. We can confirm that **** has received the final loan repayment, as detailed on ********************** confirmation statement(s).Finally, the rules governing retirement plan transactions are complex, in part, because they are designed to protect clients, as well as employers.For account service needs, ******************** 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 ******** Resolution Manager Operations and ******** Services TIAA