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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

    • 316 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:02/15/2024

      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.
      I have hospitalization benefits through Voya and they are ignoring my claim. I have submitted all my info twice now and they wont pay me what Im owed for one night in the hospital

      Business Response

      Date: 02/23/2024

      The customer was provided a written response on 02/15/2024.
      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:02/13/2024

      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.
      My employer closed on 02/01/2024 with no notice. I contacted **** to request access to my 401K so I can pay my bills. My employer was unable to make payroll. **** advised me that I have to be inactive in ADP's system. I contacted ADP and was advised that I was inactive in their system and was transferred back to Voya. **** advised me that there is nothing I can do because I am still active. In addition to that, I requested a PIN so I could access the system. They advised me that they could only send it by email to my old employer, which is impossible because they are closed. Their internal processes are unreasonable and designed to not provide access to people's funds when they need it. I will never invest in an employer retirement plan again if **** is attached.

      Business Response

      Date: 02/21/2024

      The customer was provided a response on 02/15/2024.
      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: 02/22/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      The left me a voicemail advising what their policy is. The problem is that the process they have designed does not provide any flexibility when someone needs to access the own resources. Five different people set five different expectations when I contacted their customer service center. All of those expectations proved to be incorrect. 

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 03/08/2024

      The customer was provided a response on 3/8/24.
      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:02/13/2024

      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.
      Voya Financial is refusing to release my HSA funds after I have submitted the proper requests via their website. Because on their negligence I have been placed in a position of extreme hardship, specifically financial harm and an eviction process. The request for my funds began with the death of my mother and the necessity of me being able to pay for and attend the funeral. Based on promises from Voya Financial representatives I spent funds necessary to pay my rent and bills. Now they are refusing to close out my account and distribute my funds although it has been two weeks past their stated time to process the request for funds.

      Business Response

      Date: 02/13/2024

      The customer was provided a response on 2/13/2024.
      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:02/08/2024

      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.
      I have the health care POA and financial POA for my elderly mother who is in a nursing home. I have been trying to contact **** to access her retirement account for several months. There is no way to email them from my mom's account page (although **** claims they have a customer service drop down option in the account tab -- not true). There is a fraud hold on the account due to a false claim by my mother's estranged husband, who is not an accountholder. **** has multiple ways to confirm the claim is false, including by contacting the police officer who investigated this same claim. I cannot get a call back from anybody. This hold needs to be lifted so I can pay for my mother's nursing home bills. Voya is ghosting me -- unacceptable and illegal.

      Business Response

      Date: 02/20/2024

      The customer was provided a response on 02/12/2024.
      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:02/05/2024

      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.
      Im trying to change my investment company from InteractiveBrokers to Voya Financial. The representative at Voya, *********************************, does not respond to my email or phone calls. I would simply like ****************** to respond to my phone calls and/or email messages.

      Business Response

      Date: 02/13/2024

      The person was provided a response on 2/5/24 and 2/6/24.
      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:01/25/2024

      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.
      I am writing to express my deep dissatisfaction with ************ Services regarding their refusal to allow me to use my health funds to cover essential medical expenses. Despite submitting claims for bills from ******* and ***************** ************ Services denied these claims, leaving me with outstanding and unpaid medical bills. Its no question if I am paying a hospital or doctors office that it is for medical services. I shouldnt have to provide anything more than the bill to receive the funds which were already taken out of my paycheck. It violates my rights and hippa laws to provide anything besides the medical bills. This institution is a financial one not a medical one. The denied claims have now entered collections, creating additional financial and credit challenges for me. I urge the Better Business Bureau to investigate this matter promptly and ensure that ************ Services addresses these issues, rectifies the denial of claims, and releases my funds to settle the outstanding medical bills.

      Business Response

      Date: 02/05/2024

      **** made numerous attempts to contact the customer. The customer has been non-responsive. 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: 02/07/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      I was never contacted by this company, I never received a voicemail or email message. During the day I am unavailable by phone as I am at work. If they contacted me they did not leave a voicemail message or a text message or an email message. I would like a refund still as my medical bills are in collections as they wont approve my claims.there is no need to know my personal medical information which they claim is necessary. They are a financial institution not a medical insurance provider. 

      Sincerely,

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




       

      Business Response

      Date: 02/13/2024

      The customer was provided a response on 2/13/24.
      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:01/24/2024

      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 pay a premium through my employer for accidental insurance with Voya Financial, on December 22 2023 I was injured unexpectedly and once the doctor confirmed how bad the injury was I submitted a claim through Voya because I pay for a service to help me if I am unable to work and get injured. After I submitted my claim I was denied a few weeks later. I want to let everyone know through BBB that in tough times this company did not help me with the finances I was under the impression I would receive.

      Business Response

      Date: 02/01/2024

      The customer was provided a response on 01/31/2024.
      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:01/23/2024

      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 was out of work due to major surgery which occurred on October 27th. I filed for disability payments from Voya whom I have been paying for 2 years. It has been 12 weeks, I am back to work, and I have yet to get a decision on my case, I have been asked several times for the same paperwork, I have called numerous times I have emailed numerous times, and every time I get the answer that they have not decided on my case yet. Since I cant get a decision, I cant even file a grievance on an insurance that I have paid for out of my pocket. The company that I worked for has paid their disability payments faithfully and on time, and I cannot understand why Voya cannot do the same. Any answer would be better than being ignored.

      Business Response

      Date: 01/31/2024

      The customer was provided a response on 01/31/2024. 
      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: 02/01/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved although they did call after the BBB notified them, the response did not make any conclusion to my case with them. It was only after my correspondence with the BBB that I got a response at all. My case was files

      with them on October 30. Disability is to help while you are off work, and experience this is a policy that I pay for. 

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 02/15/2024

      The customer was provided a response on 02/15/2024.
      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:01/22/2024

      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.
      Just trying to close out my 401K. Everytime i call its always another party is looking over claim. I payed to have things expedited.. Just closing it out was never matched. So is all the money taken from my check. They have tried to lower the amount I called. To find out why. Didn't get any helpful info.. Just want it closed out already. Even have my bank info to mover things along faster. They want me to redo the process allover again. I have already restarted the request 2 times on there recommendation.. I JUST WANT IT CLOSED OUT AND MY MONEY BACK..

      Business Response

      Date: 01/25/2024

      **** made numerous attempts to contact the customer. The customer has been non-responsive. 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.

    • Initial Complaint

      Date:01/18/2024

      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.
      Subject: Urgent Complaint Against Voya Financial - Request for BBB Intervention Dear Better Business Bureau,I am writing to bring to your attention a severe issue I have encountered with Voya Financial, a matter that has caused significant distress and financial implications.On January 2nd, I initiated a close-out withdrawal of my 401(k) funds with ****, intending to transfer them to my new retirement account. Unfortunately, despite multiple verifications of my new company's information, I received the withdrawal check a week later with incorrect details, posing a threat to my home purchase process.Despite assurances from Voya on 1/10 that a corrected check would be expedited, I have yet to receive any funds as of 1/18. Shockingly, **** failed to disclose that they are holding the check for an additional 10 days before re-issuing it, crucial information that was not communicated during previous conversations.This mishandling, combined with the misinformation provided by Voya representatives, has not only caused immense stress but also jeopardized my home purchase. The errors in inputting incorrect information on the check and falsely assuring immediate reissuance are unacceptable.I kindly request your intervention in this matter to ensure a swift resolution. I have attached detailed documentation outlining the sequence of events.Thank you for your attention to this urgent matter.*********,***********************

      Business Response

      Date: 01/25/2024

      Customer was provided a response on 1/25/24. 

      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: 01/26/2024

      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. Thank you BBB for your assistance  it really helped and got me a prompt response from the buisness you all really do a great job in assisting customer 

      Sincerely,

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



       

    Voya Financial Inc. is NOT a BBB Accredited Business.

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