We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Voya Financial Inc. has 9 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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: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.
      This complaint is against Voya Retirement Program. I am retired. I am 69 years old. Since my retirement as a teacher I worked part time for three years for the *****************. I was automatically entered into a Voya program. I received a notice from them when I was no longer employed by the state. It showed that I had $1,300 in the Voya account. Good news that I would have a payout. I was informed on November 22, 2023. Ten days later I received a check for $180.00 showing forfeits and taxes figured into the final pay. I was deceived by the e-mails and the website with the amount of $1,000+ showing. Further, I didn't even ask to be part of this program.

      Business Response

      Date: 12/12/2023

      The customer was provided a response on December 8, 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:12/01/2023

      Type:Billing 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.
      Did not pay me the life insurance I'm ***********.

      Business Response

      Date: 12/07/2023

      In order to maintain customer privacy we are responding directly to ******************. He can expect to receive our response letter in the next three to four business days.

      Customer Answer

      Date: 12/21/2023

      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:

      [Your Answer Here]

       I have not received the life insurance payment as of yet.

       

       

       

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


      Sincerely,

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




       

      Customer Answer

      Date: 12/22/2023

      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:11/27/2023

      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 originally contacted VOYA on 10/23/2023 to advise that the name and date of birth identified on my Retirement Account was not me and I requested to have the information corrected The representative I spoke with provided me with a Task ID# and asked that I allow up to 20 business days for someone to follow-up with me regarding the correction being made The business has not attempted to reach me to resolve my issue and as of 11/24, which exceeds the 20 business days that the company committed to calling me back, the unaffiliated 3rd partys name and date of birth as still listed on my account I contacted VOYA again today, 11/24 and the agent, ******, confirmed that my name has not been updated and the unauthorized 3rd partys name is still identified on MY RETIREMENT ACCOUNT!!The agent keeps referring to me as the unauthorized 3rd partys name because that is the name that appears on her screen She then advised she can see my name listed when she fully expands on the account, which is still a BIG PROBLEM FOR ME!!I am ****** concerned that another party could potentially have access to my Retirement and VOYA is doing nothing about it, nor are they making me feel safe as a consumer doing business with them Additionally, my companys ******************* has also reached out to VOYA and has been provided with no update in getting this matter corrected My expectation is to be contacted by phone within the next 3 business days by a Manager, not a phone taking representative, not a Subject Matter Expert and not Floor Supervisor; I want to speak with a Manager of the business I want my name and date of birth and any other information that is incorrect, properly updated to reflect myself and not this unknown/unrelated/unauthorized 3rd party I also want something in writing that affirms and provides proof of my issue being rectified Everything needs to be updated in the next 5 business days as we are almost @ 30 business days w/no action from VOYA

      Customer Answer

      Date: 12/06/2023

      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:11/14/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      Please I have also filed a complaint with the ************************* of *************, ************ of ********* of *************, I filed a grievance with BCBS and *** is working on an Appeal for my case. Voya *******************-I purchased ***** coverage, My check was cashed on June 7, 2023. I never received active coverage. They finally got it active after the deadline of submission. Since my ***** was not activated until after the deadline none of my medical bills were paid. I have copies of my phone records verifying the numerous phone calls I had to make between ***, BCBS and Voya. ***, BCBS and Voya have recorded verification of each of my calls. Voya never did connect with anyone to try and resolve this issue. All they kept telling me was there is a ticket on my case. They asked me to re fax the application. I emailed *********************** CEO Workplace Solutions and VP ********************* and recently ********************************* CEO as well as several others. I finally was put in contact with ****** from **** and he said he talked to BCBS and my case is activated. I had my bills submitted they were ALL denied because it had passed the deadline. ****** said there was nothing more he could do and to call him after the appeal. BCBS and *** were the ones that suggested I file an appeal. They have records of the numerous phone calls I made. **** has done nothing to solve this. I have been fighting this since June 2023. I believe **** should pay the amount of the bills and refund me my money. May I say *** and BCBS were extremely helpful and BCBS had suggested I have Voya call them. Which did not happen until after it was too late to submit my claim. I filed an appeal which means if denied I have to pay the bills; it was wrong of them to delay activating my case so that I now have to wait for an appeal-even if I win the appeal it will mean *** or BCBS has to pay for THEIR mistake. The time I put into solving this is inexcusable and cruel! They did refund me about $50.

    • Initial Complaint

      Date:11/10/2023

      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.
      received a retirement statement from **** dated 9-30-23 showing there is ******* in my husbands name, who passed away 8-29-2021. I contacted **** and was given a reference number and told someone would be in contact. Today November 10, two months later I call and am told matter was resolved, it was a glitch in there system and it was not accurate. No call, no letter telling me this informaton, just tell me I shouldn't receive anymore statements from them! How do I know that money isn't due to myself it is there word against mine, they tell me to just destroy statement. I want an explanation and a letter stating why this was sent to me if the money isn't there.

      Business Response

      Date: 11/13/2023

      The customer was provided a response on November 13, 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:11/03/2023

      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.
      **** says plain as day that a crown is covered yet found a way to weasel out and not cover the accident. I had a tooth repair (crown), ****'s claim examiner is saying it was caused by a sickness. I was not sick nor diagnosed with any illness, I simply had a tooth crack and the only resolve was to have a crown.

      Business Response

      Date: 11/15/2023

      In order to maintain customer privacy we are responding directly to the client. He can expect to receive our response letter in the next two business days.

      Customer Answer

      Date: 11/21/2023

      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 will never again do business with VOYA. 

       

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:10/26/2023

      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 paid Americas Best using my Voya HSA credit card in June 2023. I received a refund of $99.00 from Americas Best in July. Voya had updated their website and mailed new credit cards. The refund was not applied to my account. I had to make approximately 5 phone calls and provide a ton of documentation just for them to put the refund to my account. It was my money and they knew it, but made no effort to give it to the rightful owner. Then in October they take the $99.00 back out of my account. Multiple calls revealed that **** believes they already sent the $99.00 to my checking account. This is not the case. No money was sent to my checking account. I have statements to verify and my bank verified. Now they are ignoring me.

      Business Response

      Date: 11/01/2023

      The customer was provided a response on October 31, 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:10/23/2023

      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.
      I received a20 page package from Voya financial saying I'm part of a 401kretirement plan I never signed up for or agreed to be a part. Transaction date: 10/02/2023 plan number:774510. one of the first pages says I have ************************************************************************************ my account. I called them first at ************before writing this complaint at 9:30 am on 10/23/2023. I refused to enter my social security number to "find my account" because it is suspicious, the customer service rep pretended they couldn't hear me and placed me back on a long Que. I did not Agree to anything, and my writing of this letter is to have record I disagree with The records of transactions on my account. I do not know how this broker-dealer got my information, but I would like them to lose it, and if by any chance they do have some of my money, ask them to send a full refund to the same mailing address.

      Business Response

      Date: 11/01/2023

      The customer was provided a response on November 1, 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:10/13/2023

      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.
      I contacted customer service 4 times via the messaging portal on the Voya app and was not responded to a single time to attempt to resolve my issue. I changed my contribution amount from 4% to 25% and when I tried to go back to 4%, they locked me in at 25% despite my selection stating 4% for over 6 weeks. This company is deplorable and I will be withdrawing my 401k today. Do not use this service if you care about honesty and responsive customer service.

      Business Response

      Date: 10/16/2023

      The customer was provided a response on October 16, 2023. 

      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: 10/19/2023

      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:10/12/2023

      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 was no longer with the employer and understood that the participation length in the plan would not leave me entitled to any employer funds, but my contribution could be rolled over. The agent advised of a 150 termination fee, but it would not be charged if the balance being rolled over was less than 150. The balance was 106 and the entire amount was kept. I went through and spoke with a supervisor who left me a voicemail acknowledging the agent gave the wrong information and was talked to, but outside of that my money was never rolled over though all my roll over information was given. No one ever followed up until I continuously.

      Business Response

      Date: 11/01/2023

      The customer was provided a response on October 31, 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.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.