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Business Profile

Investment Management

Voya Financial Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Investment Management.

Complaints

This profile includes complaints for Voya Financial Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Voya Financial Inc. has 9 locations, listed below.

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    Customer Complaints Summary

    • 317 total complaints in the last 3 years.
    • 133 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/07/2025

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      7/7/2025 Wanted to take a withdrawal from by 401(k) with Voya, but the automated system sometimes does, and then does not, recognize my Social Security number, and then it puts me through to a customer representative who either "can't hear me" although everything else on the system does, or who can't help me because "the system is undergoing maintenance."

      Business Response

      Date: 07/08/2025

      The customer was provided a response on 07/08/2025.
      Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

      Customer Answer

      Date: 07/14/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. The customer advocate was wonderfully helpful and responsive, although it's too bad that the company's automatic system didn't take care of my issue prior to that.

      Sincerely,

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



       

    • Initial Complaint

      Date:07/04/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      To whom it may concern, for almost 2 years, my $23,549. has been stolen by ******* *** at Voya Financial. ******* *** and Voya Financial are making commission and expense fees monthly using my $23,549. Voya Financial and *** **** as well as their team at Oahu Transit HR department, is forcing me to wait 10 years to access, or rollout my money. It is my money, I have worked very hard for it. I did not sign up to have employee contributions stolen, by using a fictitious clause in the paperwork. The fictitious clause that was never revealed to me, nor other employees, which should have been disclosed. I believe that *** **** and Voya Financial is scamming myself, and other ************. Yee often sets up a table soliciting employees, giving them fraudulent information, intentionally misleading employees, as well as withholding, vital information.I believe that Voya Financial and *** *** are running an investment scam, under the guise of a retirement plan.Voya financial has orchestrated the theft of employee contributions at my place of employment. Using a factitious clause in their paperwork. to sees employee contributions.The Better Business Bureau is my first attempt to get my $23,549.59 released from Voya Financial.I believe that *** *** is committing fraud, being untruthful. If I cannot resolve the matter through the Better Business Bureau, I plan to use other actions to include,************************(***)The Office of *************************************** State *********************************************************** Leave online reviews Yelp and ****** and lastly pursue legal action.

      Business Response

      Date: 07/07/2025

      The customer was provided a response on 07/07/2025.
      Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

    • Initial Complaint

      Date:06/26/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      **** consistently keeps asking for the same documents that were provided for a Critical Illness claim and delaying payment. I have submitted the requested information in which the claims representative continues to ignore. This has caused additional financial hardship during a medical crisis. Several attempts were made requesting updates with only another rejection asking for the same paperwork already provided .

      Business Response

      Date: 07/08/2025

      The customer was provided a response on 7/1/25.
      Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

    • Initial Complaint

      Date:06/19/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ive contacted Voya on several occasions starting June 6, 2025 in regards to my account and releasing my 100% vested funds seeing how I no longer work for the same employer and no one has gotten back with me. Ive been given different dates and several tickets have been submitted and still no response or resolve. I shouldnt have to fight for whats mine.

      Customer Answer

      Date: 07/16/2025

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Voya Financial Inc. has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:06/18/2025

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 4/30/2025, I contacted **** about my account being locked. It has now been almost 2 months that I cannot login to my online account with no resolution in sight. **************** representatives just keep giving the run around and don't actually help resolve the issue. I have been calling week after week but the only answer I keep getting is that it is still being worked on. I can't access my account to view any of my documents or make any changes to my 401K. To make matters worse, even though they can't seem to resolve me being to log into my account, they can't even email me the documents I am looking for. If I was able to login myself then I wouldn't be asking for it to be emailed!

      Business Response

      Date: 07/09/2025

      The customer was provided a response on 07/09/2025.
      Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

      Customer Answer

      Date: 07/10/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. The matter has been resolved and I appreciate the help but I do want to note that it should not have taken over 3 months to be able to give me access to my retirement account. That was very frustrating and Voya needs to do better in the future.


      Sincerely,

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



       


    • Initial Complaint

      Date:06/06/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made an adjustment, and voya did not put it through. Anytime I call in, I am talking iwth someone over seas. I want to talk to someone in *************.

      Business Response

      Date: 06/06/2025

      The customer was provided a response on 6/6/25. 
      Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you. 

      Customer Answer

      Date: 06/09/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      ***** ******



       

    • Initial Complaint

      Date:06/05/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The company we work for has changed our 401k from Fidelity over to Voya. THIS IS A TERRIBLE COMPANY TO HAVE YOUR 401K WITH. The company tried to sell it that this was good for the company AND us. IT IS A JOKE TO EVEN SAY THAT. This was a bottom dollar decision for management within our company and nothing else. We are now being charged something like 1% for them to have our money and we have a monthly fee we also have to pay just to have the privilege of them having (and making money off of our money). The fees for what is offered is also a good deal higher than fidelity. If your company is changing you to this company, do anything and everything to get your money away from this company. If you are old enough to roll your money over, do it! If you are not, strongly suggest to talk with a different company to find other options for investing and only putting what your company matches into the ******* plans your company has bamboozled you to be forced to donate to this company.

      Business Response

      Date: 06/05/2025

      Due to customer request in the compaint, they have requested no further contact from the company. Voya is appreciative of this feedback and at this time Voya is closing this matter. Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

      Customer Answer

      Date: 06/12/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      **** *****



       

    • Initial Complaint

      Date:05/28/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Called on 04/30 at 3:09pm and 4:21pm to confirm loan balance payoff. Advised where to overnight payment of $3103.81 and CSR noted processing within ***** hours of receipt. Cashiers Check sent overnight via *** on 05/01, confirmation of delivery on 05/02 at 9:19am rcvd by ****. After checking daily, called on May 9th 3:11pm as no pending trans and check not applied. *** advised check rcvd & deposited on May 6th - they have to verify before posting. Continue checking daily online. Loan 8 payroll ded payment applied for ***** on 05/08. *** now shows *******. Call on May 9th told in process. Checking daily no change in balance. Call May 20th at 2:28pm told loan *** was $8 more than check so check held until balance is lower. At no time did the online balance increase by any amount between 04/30 and 05/08. Payroll ded payment applied 05/23, *** now *******. As of 05/27/2025 check for $3103.81 still not applied to account, is not showing as a pending transaction, and CSR's cannot give accurate update of what's going on with this money. Called today, *** tried to get process management on the line, held for over an hour and nobody would respond. *** advised they sent urgent request to see what is happening with this check as they should've processed this some time ago already.

      Business Response

      Date: 06/02/2025

      The customer was provided a response on 06/02/2025.
      Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

    • Initial Complaint

      Date:05/21/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      VOYA provided me with false/misleading information that I would receive my loan check on or before 5/22/25 but when I contacted support they are saying that it would be on or before 5/30/25. Because of this transactions will be pushed because I would not receive the money on time and since it is based of the market the removed it already from my 401k investment that should've made/lost me money.

      Business Response

      Date: 05/28/2025

      Voya made numerous attempts to contact the customer. The customer has been non-responsive. At this time **** is closing this matter.
      Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

    • Initial Complaint

      Date:05/20/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made a previous complaint about **** regarding this same exact issue and **** has engaged in more fraud since. I have a retirement plan through Voya - a 457 deferred compensation plan through ************* - and I only have $38 in my pre-tax account. The glaring issue is that I'm trying to get the $38 pre-tax withdrawn from my New York City 457 deferred compensation plan to my New York State 457 deferred compensation plan before Voya takes the $20 fee in June and essentially eats up all of my pre-tax savings. I have sent in 4 withdrawal forms to Voya and New York City Deferred Compensation and all four forms have been rejected for pretextual reasons from "illegible handwriting" to "didn't specify tax withholdings on pre-tax money". I've been trying to withdraw this money since March! I tried to get someone on the phone with Voya, but the phone would magically disconnect after spending 90 minutes on the line. Usually the customer service representative would simply disconnect the line. These are recorded calls, or so they say, and you can hear for yourself how I've been put through the ringer to save my pre-tax money from their June fees and how they have found egregious ways to unlawfully withhold and steal our retirement money! Finally, customer service told me I have to fill out a withdrawal form. As I wrote, I completely filled out forms and got them notarized. On four occasions now, Voya and NYC Deferred Compensation have found pre-textual reasons to reject my forms, including "illegible name" and "didn't specify tax withholdings" when the form doesn't call for it! After getting a notary and buying envelopes and stamps to send these forms, I'm out more than the $20 in fees and this money, coupled with the $20 in fees in June if I can't get my money by then, would eat up all of my pre-tax money. This is why one of ****'s customer service representatives laughed at me about the fees eating all my money before Voya allows me to withdraw my retirement funds.

      Business Response

      Date: 06/05/2025

      The customer was provided a response on 6/4/25.
      Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

    Voya Financial Inc. is NOT a BBB Accredited Business.

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