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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:03/16/2023

      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.
      12/31/2020 **** submitted an incorrect **** to the **** The *** has made me aware of the error and it must be corrected to avoid adverse taxes and penalties. I made Voya aware of this problem on 3/6/2023 and was told it would take up to 5 business days. It has now been 8 business days and no one at Voya will respond. The *** has given me a deadline to respond and Voya is being extremely irresponsible in the matter.

      Business Response

      Date: 03/26/2023

      A response was provided to **************** on March 24, 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:02/16/2023

      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.
      **** has never had the correct information and claimed to send me a pin. I want to access my money, but due to their horrible records I have to have them repeatedly send me mail of a pin that never comes. All I want to is to move money from this horrible company.

      Business Response

      Date: 03/10/2023

      **** has made numerous attempts to reach **************** but he has not returned our calls. The correspondence requested was sent to **************** on 02/15/23. 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:01/24/2023

      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.
      Dec 2 I moved my 401k from Transamerica to ADP. Now Voya has my money and is sending me statements?? Also short about $1000 of my transfer to Adp. I found out my prior employer moved to them, but weeks after my Dec distribution documented filing. Now I have called Voya and left messages with agents 5 FIVE times and nobody in escalations will call me back. Meanwhile I have a lot of missing money. Absolutely the worst customer service. Also who selected these funds Im getting statements on????? I sure didnt!!

      Business Response

      Date: 02/14/2023

      A written response was sent to the customer on Monday, February 13, 2023. The root cause of the customer's issue is with the previous record keeper, not Voya.  

      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: 02/16/2023

      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:

      [Voya failed to return my 6 calls for several weeks causing me to lose even more time & money, growing faster at my selected new investment company.  I spoke to the prior provider again, and they verified they were not the delay that caused me to loss $900+ when my money was taken by ****, instead of my timely requested transfer to ADP.  It sounds like Voya and their client need to straighten out their record keeping, **** was/is very confused about many things.  They thought I still work for their client (not since 7/22) and tried to make that the reason for the error.  Regardless, a lot of this could of been circumvented with a simple call back.  The only way I was able to get a call back to locate my money was by reporting them to the BBB]

       

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:01/18/2023

      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.
      My former wife passed away September 29, 2022. I had been paying on a life insurance policy on her for approximately forty years and I am the soul beneficiary. After **** was advised of her passing, I was instructed to send in certain papework to have the claim processed. I forwarded everything they asked for immediately and was advised that after receiving them, within ten to fifteen working days I would receive the payout. I contacted ************** and was advised the same thing each time, ten to fifteen days. Each time I would wait more than fifteen days before calling again.. Although I had sent a Decree of Divorce, I was told they had to investigate the decree and all of the rest of my paperwork was in order. On January 17, 2023, I was told that my paperwork wasn't in order and fully submitted until December 22, 2022 and they hadn't gotten around to processing December 22nd paperwork as of yet and it would now need to be sent to the claim adjustor for review. I was told this would take another ten to fifteen business days.. I have been trying to resolve this issue since September *****. After paying for the insurance policy for so many years, I am being made to make repeated calls to get answers as to why a relatively small payout can not be handled morPolicy e efficiently. As an eighty-five year old, on a fixed income, the money is needed and owed. I don't understand how a company can string clients along after collecting their money in a timely manner, yet they can't pay out in a timely manner. Policy # ********* and Claim # ***********

      Business Response

      Date: 01/24/2023

      We thank ****************** for bringing his concerns to our attention. In order to maintain customer privacy, we are responding directly to ******************* 

    • Initial Complaint

      Date:12/21/2022

      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 11/16/2022 requested a total distribution of the account. On 11/18 a check was mailed to TD Ameritrade. Called multiple times during November and December as to the status of the check. As of 12/12 the check has not arrived. Called Voya on 12/13 to have a new check sent overnight. Told they do not do overnight but would send by courier in 2-3 business days. Check not received on 12/16 so called Voya and was told check was just issued on 12/16 and should have a tracking number in the Voya account by tomorrow. No tracking number appeared in correspondence in the Voya account.Called on 12/19 to get a status and was first told that check was sent US Mail and then was told check should be received on 12/19.Called on 12/20 and told check was US mailed and asked to talk to a supervisor. The agent put me on hold and left me hanging on hold for 45 minutes when I hung up. I called back a second time and asked to speak to a supervisor and was put on hold for a while then the agent came back to ask if I wanted to continue to hold and I said I would. The call was terminated by Voya after 36 minutes.

      Business Response

      Date: 12/30/2022

      A response was provided to *** *************************** on December 29, 2022. 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:12/19/2022

      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 had a 401k with Voya for over 4 years now. I have been going back and fourth for a month about taking my funds and rolling them over info a traditional **** I have recieved multple calls asking me for directions on where to send the funds when they are supposed to be rolled into the **** I have been hung up on multiple times while trying to get to someone who knows what they are doing at this company. When I ask for a manager or supervisor, they through the call back into the automated call que to speak to a new customer service rep and have you reverify all your information. My funds have been lingering for about a week now not disbursed into any *** because this place is a mess and their process *****. My *** was open Dec. 6 and my 401k funds have still not been deposited into the *** or even sent to the *** *********** It is now Dec. 15 and someone from the 401k department called and asked me where they are sending my 401k funds. I cannot believe this.

      Business Response

      Date: 01/05/2023

      A response was provided to ************** on January 5, 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:12/12/2022

      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.
      Voya Financial will not change my address nor ***** me access to my account. For three years I have complied with every step they request and every time they continue to tell me they have never received my letters or received only partial information. I have not received a statement from Voya financial since they took over my deferred compensation account 3 years ago. Somebody at Voya financial is either incompetent or illiterate. I have sent four letters of change of addresses with utility bills and they claimed only to have received one without the utility bills. Can I speak with a CEO or somebody in charge other than a customer service representative. Every customer service representative could not or would not help. I cant tell the difference.

      Business Response

      Date: 12/29/2022

      ****************** has been provided with the process on how to update his address. At this time we have not received the necessary documentation from ****************** to update. When the documentation is received in good order we will make the update. Thank you. 

      Customer Answer

      Date: 12/29/2022

      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:11/18/2022

      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 am a beneficiary of a Voya Financial account of my deceased father. I submitted and appropriately corrected my claim form to receive my financial benefit. After weeks of waiting for my benefit, a voice mail was left that a claim had been filed in my name and paid out in 2013. It is criminal fraud and identity theft as well as theft. I am owed and entitled to the benefit assigned to me.

      Business Response

      Date: 12/09/2022

      **** has made numerous attempts to contact *** ******** with no follow-up received. A letter has been mailed to ******************** advising that we are closing out the issue with the Better Business Bureau. The letter also provides a direct contact that she can reach out to for any further assistance. 

    • Initial Complaint

      Date:10/05/2022

      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.
      The company is discriminating against me due to my age others are allow to access and control there account but due to my age they are not allowing me to

      Business Response

      Date: 11/03/2022

      We have made numerous attempts to reach ****************, however his issues outlined in this matter have been addressed. 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: 11/04/2022

      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 reached back out to the company via the number that was left on my voicemail once I returned those calls I have not received a call back nor a response by email or any other form of communication to discuss my issues and concerns 

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 12/27/2022

      **************** has been contacted on numerous occasions. His issue has been resolved. At this time, **** considers this matter to be closed. 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:09/20/2022

      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 am trying to rollover / transfer my VOYA account into another financial institution. Each time I call VOYA I am told they didnt receive the correct paperwork, each time there is a new page that needs to be completed, even though I ask each time I speak to someone if all my paperwork is complete they always tell me yes except for the new page. My new financial advisor has even contacted them with me on the phone and they refuse to work with him. **** states it needs to fax a third party for an authorization of distribution. However the third party never seems to get that fax no matter how many times the form is faxed. I asked for a supervisor, ****, she assured me she sent the fax and all would be taken care of. It was not and she refuses to return my calls and once again fax was not received. Asked for another supervisor *** he was going to take care of everything. Again I called receiving fax office and spoke to ***** who said fax was received and returned. I called *** back gave him ****** message, *** argued with me until I lost it and told him to call ***** he did called me back and said ***** told him he never spoke with me. I called ***** at receiving fax office and he admitted he misrepresented the truth to ***. Told ************ wanted to speak to his supervisor of course they were all busy. Now speaking with ***** at receiving fax office. Again another I never received the fax from *****************. My new financial advisor completed the online form and returned it online ***** said she received it but now the box ReliStar must be checked instead of VOYA as distributor. Another change they on the spot requested and was never mentioned before. I have called and left messages with the home office with *****, no return calls. This has been going on since April. The employees never have the same story and no one takes responsibility for helping me yet they always want to make sure I know the calls are recorded. I just want my money to be distributed.

      Business Response

      Date: 10/03/2022

      A response was provided to ********** on September 23, 2022.

      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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