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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/29/2025

      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 was moved from one company to another in August of 2024. Both Companies have ****. So I started on 10-09-2024 a roll over from my old account to the new one. The process has been a nightmare. The new **** account received all paper work certified mail 11-25-2024. They then asked for a distributions statement from the previous employer. Faxed that Doc on 12-11-2024. I was told the money would be rolled over. The money was put in my account on **********. Then I received notice it had be reversed. They told me they need me to have the previous company stop payment, and they did, but the check sent certified mail has not been mentioned and they will not tell me the status of the second check. Then I got a call from a supervisor stating that the check which already had been stopped to stop payment on it. I Then asked the status of the second Check and have not received no response other that it is in their processing team. I did give, on one call, the person's name that signed for it. They were going to verify that info along with the second check. I call all the time I am told that it is in their processing team. Which you cannot talk to directly. In the beginning I was given this number Task *************, I left a voice mail message to the supervisor I spoke with and no response. I am at the end of my rope The amount which is not a lot $7287.00 is costing me money and no one in that company can advise me the status or what needs to be done. I am so frustrated who runs a company like that???. This is all unacceptable and could be easily resolved if only they would communicate with me. I just don't know what to do. The check Numbers from the first company are ******* which stopped payment was made and they keep asking to have it voided. The second Check # is ******* which was certified mailed and no one will give the status on that check. So the old Voya was with Cognosante and the new one is with Serco Voya. Any help would be appreciated or any direction.

      Business Response

      Date: 02/08/2025

      The customer was provided a response on February 5, 2025. 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: 02/12/2025

      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:01/28/2025

      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.
      Filed an accident claim regarding my daughter in November. Still not processed and they wait the maximum number of days and I call to tell me they need something else. No communication on what exactly they need. I even have a video of the accident. Voya seems to be delaying the process as I have promptly uploaded the requested information every time I call and they want something else.

      Business Response

      Date: 02/12/2025

      The customer was provided a response on 01/30/2025.
      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:01/17/2025

      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.
      Date of the transaction 1/10/2025 $75,227.48 Only recordkeeping of the account The business indicated that I selected their option of ****************** but I didn't do that knowingly. There was not warning. After that, I lost $775 in less than 4 days which never happened with MissionSquare.They misguided me through their webpage

      Business Response

      Date: 01/30/2025

      The customer was provided a response on 1/30/25.
      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:01/03/2025

      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.
      I need assistance correcting the name on my pension benefits account. I contacted Voya/INPRS (Indiana Public Retirement System) by phone on 10/14/24. I explained that my correct name is *** **** ******: *** (first name), **** (middle name) and ****** (last name). My name on the account is listed as *** * **** ******: *** (first name) * (middle initial?) and **** ****** (last name). I do not know when or how my name on the account was changed without my permission, but I do know when I opened the account in approximately 2012 my name was correct. On 10/14/24 Voya gave me ticket #*********** to track their response to my request. Since 10/14/24 I have made several phone calls and emails in an attempt to resolve the issue. Each time I was assured that the change would be made soon or had already been made. In Nov., 2024 Voya told me by phone that although I could not see the changes on my view of my account, the changes had been made. The person I spoke with shared that she was looking at my benefit statement of 11/15/24 and that statement listed my correct name. I checked that statement after the phone call. My name is incorrect. I have provided a copy of the 12/13/24 statement listing my name incorrectly. The customer *** also provided the explanation that internal records listed my legal name correctly, but my view of the online account does not reflect this and that is an IT issue. She stated she would send a ticket to IT to correct this. I have also attached a screen shot of my account profile listing my name incorrectly. I have attempted to correct this myself via an online edit and that option is not available. I have asked Voya if they need additional information from me and the ***s have declined. Your assistance is appreciated. I have attached a screen shot of my account profile and of my Dec, 2024 monthly benefit statement.

      Business Response

      Date: 01/21/2025

      The customer was provided a response on 1/21/25.
      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: 01/22/2025

      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:12/26/2024

      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.
      i cant log into my retirement account and their customer service is ***** useless

      Business Response

      Date: 12/31/2024

      The customer was provided a response on 12/31/24.
      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:12/23/2024

      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.
      No claim updates, no call backs. No emails response. Payments have still not been processed for me and no extra had even tried to resolve or help me.

      Business Response

      Date: 12/30/2024

      Voya made numerous attempts to contact the customer. The customer has been non-responsive. At this time **** 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: 01/21/2025

      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:

      Hello,
       
      The business VOYA has not resolved my claims, and the support in resolving the issue has been poor and unprofessional. They continue to find ways to delay each process to avoid payments. In my case, the paperwork received was completed by my physicians and was returned to Voya within a ***** window. However, depending on who you get on the phone, the feedback differs, or they state it was never received. **** has 3 ways to provide new documents. Email, portal upload, or send to assigned customer service **** yet nobody seems to get anything. I always send it to all 3.   Emails & calls to anyone there seem to go to the no-response category. This company and the employees there are by far the worst I've ever experienced. Once again the waiting game with no real assistance from them. Awful!
       
      ********* ******** 


      Sincerely,

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




       

      Business Response

      Date: 01/29/2025

      Voya made numerous attempts to contact the customer. The customer has been non-responsive. At this time **** 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:12/12/2024

      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.
      I retired from my job (****************), 11-13-2024. Soo I rolled over my Voya account to my ********* I rolled over to a traditional *** with ******** and Voya charged me $260.00 to roll it over, They over charged me and I want a refund, I am 62 years old.They over charged me, need refund.I did call them and they never refunded my money. ($260.00). Please Help!Thank u.**** **** ******************

      Business Response

      Date: 12/20/2024

      The customer was provided a response on 12/20/24.
      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: 12/28/2024

      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:

      [They refuse to refund me. They can not explain the $260.00 taken out for the roll over, for 10 hours. No one can answer where the $260.00 went. Voya is a very bad

      company to invest your money, stay away from this company. Every time I got on Voya site they were taking fee's  out of my account every month, they are a rip off. I have lost soo much money from this company.

      *************************** 

       

       

       

       

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


      Sincerely,

      **** ****




       

      Business Response

      Date: 12/31/2024

      The customer was provided a response on 12/31/24.
      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: 01/03/2025

      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]

       I lost $260.00 in a day, ( stocks were up that day) soo why did I lose money I don't understand, which was closed at 11am that day, every month they charged me high fee's this company is a rip off, and I can't wait for this company (****) to be sued. I have told my friends to stay away from this company, etc... and I put it out there for people to know also. I have lost alot of money with this company and people need to stay away from them.

      Thank you,

      **** 

      *************************** 

       

       

       

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


      Sincerely,

      **** ****




       

    • Initial Complaint

      Date:12/12/2024

      Type:Delivery 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.
      Since September that I submitted a loam request. They made me fill out the application twice. I recently( 3 weeks ago) submitted the last document they said was missing in order to move on with my request. Now I am calling and I am been told that the application they received from me in October is not valid. This is ridiculous and insane. When I am checking my account there is no pending transaction. Please be professional. I placed the same request with another company and within 4 weeks they sent my check. With voya it is taking forever. You do not know how you are putting people in bad situations and you are not even communicating. BE MORE PROFESSIONAL. THIS IS INSANE

      Business Response

      Date: 12/12/2024

      The customer was provided a response on 12/12/2024.
      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:12/09/2024

      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.
      Ever since signing up with Voya Financial through my employer, I have not been able to register my *** account. It has been half a year already with no resolution. I have spoken with multiple call agents and even the call center lead, but no resolution has been made. An escalation ticket has been made since September. But no further action. All I have gotten was the response that further investigation is needed and that theyll get back to me with 7 to 14 days. Its been half a year. Theyve contacted and verified with my employer that my information is correct, however for some reason their system wont allow me to register my *** account.

      Business Response

      Date: 12/18/2024

      The customer was provided a response on 12/18/2024.
      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: 12/19/2024

      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.

      Sincerely,

      **** *******



       

    • Initial Complaint

      Date:12/03/2024

      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.
      I am writing to formally complain about the ongoing issue with my Voya online account being locked. I first reported this problem on November 20, 2024, and despite numerous follow-up calls since then, the issue remains unresolved.Each time Ive contacted **** customer service team, I have been assured that the matter is being addressed, but no progress has been made. This lack of resolution is causing significant inconvenience and frustration, as I rely on access to my account for managing my financial matters.I request that this matter be addressed immediately and that I am provided with a detailed explanation for the delay. Additionally, I expect a clear timeline for resolution.

      Business Response

      Date: 12/18/2024

      The customer was provided a response on 12/18/2024.
      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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