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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:03/17/2025

      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.
      I changed employers. New employer uses Voya for 401k. I got a check distribution from old 401k company. I call Voya to see how I get my money to them. Voya said I need to fill out a form and send it in with the checks. I've never done this before. I called Voya asking how I should fill out the form because it wasn't straight forward to me. They told me I had to get a personal financial advisor to help me fill out the form because they weren't allowed to. It seems ridiculous that a company refusing to guide a customer through the process of filling out their own documentation! Not one time did I speak with a native english speaker. Their website lacks information and clarity. It is far from intuitive and although they would never admit it, I'm pretty sure they are scraping user data (i.e. don't allow voice authentication for phone calls).

      Business Response

      Date: 03/18/2025

      The customer was provided a response on 3/18/25.
      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: 03/26/2025

      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]

       Voya's response was a reactionary one. A native English speaker called me to follow up on my complaint. After I informed them that I already resolved the issue on my own by taking my business else where they provided no more commentary. They did not explain why they choose to outsource their customer service. They offered no compensation for my troubles. They did not speak to how they, as a company, will do better to avoid these issues going forward. 

      It was purely damage control. I, nor any customer, should have to resort to filing complaint with the BBB just to get the service we need.

       

       

       

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


      Sincerely,

      ***** ****




       

      Business Response

      Date: 05/07/2025

      The customer was provided a response on 3/18/25.
      Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Voya considers the matter closed. Thank you.

    • Initial Complaint

      Date:03/17/2025

      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.
      I filed an accident claim ************** and recieved a denial letter.first off they put in the wrong dates and diagnosis.they put in catonia(which I never had or have)and the wrong date of 4/10/24.......the date should have been 2/19/25 and the diagnosis is upper right quadrant abdominal pain.i have this insurance through work that has over thousands of employees and will wait to hear back from voya before I contact my company.

      Customer Answer

      Date: 03/19/2025

      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:03/11/2025

      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.
      **** issued me a check from my retirement account on January 21st and the amount of $16,000. ***** went to the federal government for federal tax. I never received the check on January 31st I sent them an affidavit that was notarized telling them to stop the check. After several calls before the end of the month I got nowhere and on February 18th they told me the check was cashed and that's when I called on March 1st. The cash the check was casting the amount of $16,000 to someone I don't know that's on the back of the check. They failed to take the initiative to stop the check prior to it being cashed. Now they are making me jump through all kinds of hoops to get my money back when this was their fault.

      Business Response

      Date: 03/24/2025

      The customer was provided a response on 3/18/25.
      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: 03/24/2025

      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]

       Still no resolution

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 03/27/2025

      The customer was provided a response on next steps for resolution and timeframes.
      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:03/11/2025

      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 am waiting on my termination (retired) settlement from 401k. We were due on March 3 2025. Everyday when we call we get different people and different answers. The check was sent by regular mail (should have been wired). They have exceeded the mailing time. Now they want us to wait another 10 days then start the whole process again. They dont even use tracking information

      Business Response

      Date: 03/13/2025

      The customer was provided a response on 3/12/25 and 3/13/25.
      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:03/10/2025

      Type:Customer Service 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 refuses to help with a hardship withdrawal. You cannot submit a form without submitting documents in the form. Yet Voya denied my hardship withdrawal, stating no documents were submitted when I applied. It is impossible to apply without submitting documents, so for them to say i have none in the system makes 0 sense.

      Business Response

      Date: 03/14/2025

      The customer was provided a response on 3/14/25.
      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:03/10/2025

      Type:Sales and Advertising 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.
      Per the plan of my 401K I have the ability to take two loans. I had two loans opened and on 2/14/2025 I paid off the lower loan. I was informed that there was a 15 day waiting period after paying one loan to conduct anymore activity. March 1, I called Voya and was informed that it isn't 15 days, but 15 business days, and to call back on March 7. On March 7, I called due to not being able to conduct a loan. I was then informed it was 15 business days from the day that the payment reached ****. Each time there's a different criteria, and the verbiage in the plan states "15 days", not "15 business days", nor "15 business days upon payment". No one seems to know the date as the last date given was perhaps March 13 or March 14. It's unacceptable to handle 401K funds so recklessly and without due care and regard for financial hardships.

      Customer Answer

      Date: 03/11/2025

      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:03/03/2025

      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 had an amount put into my retirement account around $40,000 with VOYA that I want to get $10k out. They keep making me put in paperwork that are unreasonable.

      Business Response

      Date: 03/05/2025

      The customer was provided a response on 03/04/2025.
      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:03/02/2025

      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 have been waiting patiently for my claims to be processed. I was in the hospital 3 times in February and I put in claims for the hospital indemnity I have. The first two claims are past the due date they stated and the third claim states they can't find that claim number when they are the ones who gave me the claim number to start with. I've been dealing with health issues and currently on medical leave from work. I just want my claims processed and my funds due to be sent to my direct deposit. You shouldn't have to jump through hoops especially with health needs. *************** *************** **************

      Business Response

      Date: 03/04/2025

      The customer was provided a response on 03/04/2025.
      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:02/28/2025

      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.
      I am transferring my 401k to ******* *****. They said that they mailed me a check on 2-20. Have not received any was told that they are having computer problems and don't know when I will receive my check and my balance is zero in my account. I have been told 3 different reasons. I believe they are floating my money.

      Business Response

      Date: 03/04/2025

      The customer was provided a response on 03/04/2025.
      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:02/27/2025

      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.
      Voyager customer service **** have continued to refuse to update my federal, state and local tax withholdings as requested ******** times. ******** times after stating the information has been updated. In the past this company has also refused to update my direct deposit information. I was told by various representatives in the past that my account was the only account having the direct deposit issue and eventually i received an apology from a supervisor there. Currently my tax withholdings are still not updated as requested. This company post false information stating on their company voice message that customers can update these preferences themselves but the tools clearly do not exist on any customer account page(s) for completing these updates. These fields are do not open for doing so.

      Business Response

      Date: 03/05/2025

      The customer was provided a response on 3/5/25.
      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.

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

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