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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:01/15/2024

      Type:Sales and Advertising 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 borrowed money from them against my 403B. They had a routing number on file and were able to distribute the loan with that number but apparently could not take the payment with the same information. The money was in the account. They state that they sent me a letter through the mail but I never received it. They did not attempt to contact me via email or phone, even though they ahd access to both. They simple defaulted the loan without notifying me. I want the default removed so I do not have to pay the 10% fee ($600) and the income tax on it. I have talked to their representatives. The first one said that it sounded fishy and they would investigate it. The second said that they would see what they could but nothing has been changed. Either this company is incompetent or they are somehow profitting from this and it is not right or just.

      Business Response

      Date: 01/17/2024

      The customer was provided a response on 01/16/2024.
      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:01/04/2024

      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.
      I was told this morning that a flex benefit card was issued and sent in September of 2023 which has not been received. I asked for an expedited card and they refused say it is not their responsibility to provide time receipt once the first was sent. They now have my funds and we are unable to access the account due to their failure to follow through.Please let them know this is an unacceptable practice.My wife had major surgery last year and I am a seventy percent disabled veteran that sets the money aside for nessacery medical needs and now we must wait.We can't afford to pay out of pocket and wait for reimbursement as my wife can never work again.Thank you for all you do ahead of time.Respectfully,***************************** ******************* ************

      Business Response

      Date: 01/22/2024

      **** 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:01/03/2024

      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 have been calling Voya daily to speak with customer service regarding my policies with them. They put me on hold and NEVER answer. I dont know what I can do to get in touch with them. They requested more money on my policy which I paid then got another letter requesting more money. They have not taken out the December payment yet and I am concerned. I have had this policy for a long time and dont want to lose it.

      Business Response

      Date: 01/09/2024

      The customer was provided a response on January 4, 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:12/21/2023

      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.
      My wife passed away sept 16 2023 and failed to name a beneficiary on her voya 401k I went to surrogate court to have the state make me administer of her will. This was done and the court gave me authority to be administrator of her will. **** refuses to close account out until Medical Examiner signs death certificate with final cause of death. They won't accept a no foul letter from Medical examiner. What does a cause of death have to due with a payout of a 401k account.

      Business Response

      Date: 12/22/2023

      The customer was provided a response on December 22, 2023.

      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:12/19/2023

      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.
      On August 11, 2023, I separated from my job with Porter ****************** In September, I was eligible for a 403B with my new company and also wanted to withdraw the funds from my ***** account, held by VOYA to set up IRAS. Upon contacting VOYA at the end of September, I was advised that I was still showing up as an active employee in Porter County and once that was resolved, I would be able to make the withdrawal. I contacted the HR director at PC and was told that had indeed been taken care of. I then contacted **** again and was told it would be up to three weeks for the withdrawal. At the end of October, I received a call stating that I was able to make the withdrawal; and when I attempted to do so days later, I was informed AGAIN that I was still an active employee of PC and that it would be at least three weeks until I could make the withdrawal. At the end of November, I reached out to VOYA seeking a resolution and was told that it would be at least three weeks until I was able to make the withdrawal. At this point, I have been separated from my previous job for nearly four months. That's ******************************************************************* that everything on their end has been submitted. Allegedly, I am on a "Spreadsheet" at VOYA but I should have been able to make the withdrawal at the end of September. I have contacted them several times to resolve this and continue to get the same run around. I'd like this resolved, the money withdrawn and the ability to set up IRAs that have been sitting dormant for nearly three months because of VOYA's lack of communication, consistency and customer service.

      Business Response

      Date: 01/12/2024

      The customer was provided a response on January 8, 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:12/18/2023

      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.
      I had a 401(k) with Voya financial through my company, premium inspection management. In October my company switched 401(k) providers to Transamerica. Voya only transferred approximately $60,000 to Transamerica and still has approximately $192,000 of my 401(k) contributions. I have called Voya more than 10 times, and they assure me that a check will be mailed out which I never receive. I believe this is a fraudulent activity on Voy part in order to keep my money to earn interest on it.Voya reference number Ref # ***********

      Business Response

      Date: 12/22/2023

      The customer was provided a response on December 20, 2023.

      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:12/14/2023

      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.
      For months I have been trying to help my elderly father collect a death benefit on a Voya annuity set up by my late brother. **** does not acknowledge receipt of any claim forms. Each time we have submitted forms, we have waited weeks and finally called to confirm that the forms were received. Each time we call, we are informed that some additional form is needed -- or that some form previously submitted is not in the file. Each time I have to put my father on the phone to give the Voya representative security information (including the erroneous address to which the claim forms were first mailed nearly a year ago). Most recently, we were told that we would have to provide my brother's divorce decree -- something that had never been mentioned before. As it turned out, my brother's ex-wife had submitted that form long ago and it was in my brother's file at Voya, but now **** tells us that we must again request a form from my brother's former employer, a form that was requested and submitted two months ago. We have been told that, if all forms haven't been received soon, the benefit will be turned over to the ***************************** and then to the state. At this point, if I had been earning minimum wage for the time I spent on the phone with ****, I suspect that I would have earned more than the small benefit amount my father should have received long ago.

      Business Response

      Date: 12/18/2023

      The customer was provided a response on December 18, 2023.

      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:12/13/2023

      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.
      On November 16,2023 I requested a 59 1/2 withdrawal from my 401 Plan. I paid $175 fee for this service. It has been 28 days now and I have heard nothing from the company except it is being processed. I needed the money very bad before Christmas and allowed ample time for it to get here. VERY POOR SERVICE A friend of ********* the same request from another company and received her money in 9 days. I needed this money to buy grandchildren Christmas because their mother is not working and for one month rent. At this rate Christmas will be come and gone.

      Business Response

      Date: 12/15/2023

      The customer was provided a response on December 15, 2023.

      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:12/12/2023

      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.
      I have been trying to get my address corrected with Voya Financial. I no longer work for the Company that I worked for. They will not help me get my money because my email from work is not working plus I moved and my pin goes to another address. I faxed a letter 3 days ago; requesting a change of address and they still say did not received it. I have given my previous address. The only way to change the address is to fax or mail. I need my money asap. As we all know the cost of living is outrageous. I desperately need to change my pin to access my money. ************.

      Business Response

      Date: 12/18/2023

      The customer was provided a response on December 15, 2023.

      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:12/08/2023

      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.
      I have waived my memebership to ****************** ************************** ****** who sent money unbeknowst to me to Voya. Who is refusing to refund my money. I have waived my membership several times and they still keep taking my money. I called **** to request a return of my funds and they refused to issue me a refund even after I told them that I waived my membership on November 29th 2023. I called and requested to speak to a supervisor and she was very rude and condensending telling me all she could do was send an email that I would have to wait 3 to 5 business days to get a response. I do not teach I am a part time football coach and only get paid 3 thousand for the enire year, and do not wish to contriubure to that reitriement. I asked to escalte the call to someone higher up and she told me to goolge it and then hung up. I then called ***** and informed them that **** is refusing to refund my application and delete my account. Since I waived membership they should not have any of my personal information on file. And again they refused I want a complete refund of my 262 dollars that was never supposed to be sent to their financial instiution.

      Business Response

      Date: 12/20/2023

      The customer was provided a response on December 20, 2023.

      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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