Complaints

This profile includes complaints for Mutual of America Financial Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Mutual of America Financial Group has 14 locations, listed below.

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  Mutual of America Financial Group

  320 Park Ave Fl 6 New York, NY 10022-6815

  
• 

  Mutual of America Life Insurance Company

  1150 NW Broken Sound Pkwy NW Boca Raton, FL 33487

• 

  Mutual of America Financial Group

  1333 N California Blvd # 660 Walnut Creek, CA 94596

• 

  Mutual of America Financial Group

  10230 NE Points Drive Suite 550 Houghton, WA 98033

• 

  Mutual Of America Financial Group

  401 Liberty Ave Suite 2378 Pittsburgh, PA 15222

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.

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  4/20/23 Mutual of America cashed our $10,000 check (#****). 4/21/23 *********************** left a voicemail stating check had been received. Returned phone call to **************** requesting paperwork to set up SEP **** **************** indicated paperwork would be sent. To date, no paperwork has been sent. **************** has not returned phone calls. Left message for *************** Head ***************************** who has not responded. $10,000 is not showing up in either existing account at ********************** (Plan ****** ***** Plan ****** Traditional ***** The SEP *** has not been established as paperwork has not been mailed. The status of the $10,000 is unknown despite the check being cashed.

  Customer Answer

  Date: 06/27/2023

  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:05/15/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  After I left my job in June of 2020, Mutual of America withdrew my funds ($645.01 after taxes were taken out) from my 403b because they were not transferred to a new retirement account. Since then, I have called 20+ times, spoken to multiple customer service agents, and continue to get the ring around. I've waited several times on hold, one time waiting on hold for 4 hours only for an IT person to answer the phone, and hang up on me. Every time I speak to an agent I am promised that I will hear back, and never do. I ask every time for contact information to reach back out to someone directly and am told that "it doesn't work like that" and I will have to call the customer service line every time I reach out.I received a letter on 3/16/2022 telling me that there was an uncashed check in my name, which was the $645.01 check that I had not received. Over the past year I have been trying to get the check reissued to me. Most recently I called in April and spoke to **** who promised me the check was being reissued to me and that I "just had to trust her". This gave me hope, so I waited. Nothing arrived, so I called again on 5/2/2023 and spoke to two reps. *** first one (I did not get their name) told me that the check had been cashed and the case was closed. This was impossible because I was out of the country during the day that they stated it was cashed. I then spoke to ********* who told me it may be out for delivery and to wait 5-7 business days. I waited, still nothing. I most recently called on 5/9 and spoke to *** who said she would investigate and call me back in 24 hours, and still have not heard back.At this point I am losing hope and unfortunately may have to consult with some legal resources in order to get this resolved. My hard earned money is being held hostage from me and it is very disheartening.

  Customer Answer

  Date: 05/19/2023

  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:04/10/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 attempting to rollover my 403b account from Mutual of America into a new account with Brighthouse since the request for MY FUNDS was submitted to them in mid November. I have been keeping track of my account balance and printed out summaries that show my balance has bounced from the correct amount on one day, zero the next day, back to the correct amount, then zero again. No company representative can explain this activity.. We were told we would have the funds by April 4. *************** representative gave very clear instructions regarding how to send the funds. The Mutual of America representative said the transfer would be expedited and sent overnight directly to Briighthouse. She was supposed to call me with an update. The call never came. When the funds did not appear, we conference called M of A again. To our dismay, we we were informed that the funds were sent regular mail to my home, Six days later, no one knows where my money is. Calling this company is useless. The answers change with every call, and nothing is followed through correctly. After spending another hour on the phone, I was told a "leader" would call me. I am still waiting for the call. My experience with Mutual of America has been one of incompetent, irresponsible and unprofessional behavior.

  Customer Answer

  Date: 04/15/2023

  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.
  
  *************************************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 a life insurance claim #****** on January 24, 2023 for my mom ************************* death with Mutual of America life insurance and was told 4-6 weeks to hear from them by mail but nothing. Have called SEVERAL times but only get the run around. Finally spoke with the person (*******) that's handling the claim several weeks ago and was told the funeral home will be paid in a couple days and that he would be sending a letter for me to fill out through the mail but still nothing, I have been promised call backs several times but no contact. Then recieved letters about the another company taking over April 1, 2023 and payments due. The funeral home has made several attempts to call with no avail and now is seeking payment from me. We are going into the 10th week now and I haven't heard from anyone by mail, email or phone.

  Customer Answer

  Date: 04/24/2023

  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.

  
  
  My issue has been resolved, the funeral home has been paid, I recieved paper work for remainder of funds from the insurance policy, returned paper work and now awaiting funds.
  

  
  

  
  
  Sincerely,
  
  *************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:03/22/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 an account with Mutual of America through my previous employer. Towards the end of February I sent the appropriate paperwork requesting to withdraw funds. On March 1, they acknowledged receipt of this and emailed: "We're letting you know that we've received your submitted withdrawal forms and that we will be reviewing them shortly.If we have any questions about your submission, we will reach out to you in the next 3-5 business days.If you have any questions, you can contact us by phone at ************, Monday through Friday, 9:00 a.m. to 5:30 p.m. (ET).Alternatively, you can reply to this email. Please do not modify the subject line of the email when you reply.To assist us in responding to your questions, please refer to your case number:******Thank you!Your Mutual of America Team".Having not heard anything after that, I called them on March 7 and was told that according to their records I was still employed by my previous employer. I had the HR department email them, referencing the case number in the subject line, that my last day of employment was on January 30. From the 13th though the 18th, the only response I would get from them was:"Thank you for contacting Mutual of America's ***************************** We are reviewing your email, and we will respond as soon as possible.You can also contact us by phone at ************, Monday through Friday, 9:00 a.m. to 5:30 p.m. (ET).Thank you!Your Mutual of America Financial Group Team"I called on March 21 and was told that emails from my previous employer won't do anything; they just need headquarters to change my employment status in the system.So, calling them or emailing them does not get me connected to anybody that can actually do anything. How long can they stall?

  Customer Answer

  Date: 03/31/2023

  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:03/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Both my husband and I have our IRAs with this company. Recently we cannot reach anyone by phone to resolve problems. Hold times on phone are 1-3 hours. Responses are vague and do not pan out, i.e., told the *** check will arrive in 1 week, but not received until 1 -1/2 months later, too late for 2022 taxes. At our request, our bank tried to rollover both IRAs with no response. I received a letter 2 months later stating that they cannot accept faxed or email rollover requests and told that I fill out another rollover request form and submit to them, which I did. My husband has not received such a letter. All we want is to rollover our earned IRAs to our local bank rather than deal with this company any longer. We are both in our 70s and in poor health and feel like were being taken advantage of.

  Customer Answer

  Date: 03/27/2023

  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:03/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  ******************************* 401(k) Plan# ****** Today marks 162 days since I submitted a Distribution Request from my *** with Mutual of America Financial Group (***) via Electronic Funds Transfer (EFT) to my checking account back on 09/20/22. I verified with the representative that all required forms and information had been received. Call of 10/20/22 to MOA verified that my request had been received at their processing office to be processed within 7 days. Call of 11/04/22 verified that my request is now in their system but would take 2 weeks to 1 month due to the influx of claims they were working on due to Covid and economic downturn.Call of 12/08/22 - could not get through to customer service after hold time of over 1 hour.Call of January 24, 2023: Spoke with a representative who told me that the money had been issued via EFT. I explained that, after careful review of all transactions of my Chase checking account, that I see no record of having received anything close to the expected $11k+ transaction from MOA even though the necessary processing information they have on record was verified with me on this phone call. I was then told that *** would open a case and put a stop payment on the missing EFT and a new check would be mailed to me after 7 to 10 days, Call of February 9, 2023 Having not received anything I called again. Now I was told that *** was waiting for a response from their bank that the stop payment had been successful before they could send me a check via ***** to my registered home address. Since the original Distribution was supposed to be an EFT to me, I dont understand why they are waiting for their bank in order to mail me a replacement check. A transfer of my call to a specialist repeated what the first person told me, but that someone from MOA would call me to update me on the status of this case. No one has called **** am a 69 year old in retirement after 49 years of employment. I have dealt with multiple insurance companies through which I have carefully planned my retirement needs. No other company has caused me the angst and frustration that MOA is causing **** would appreciate any help that you can provide.

  Customer Answer

  Date: 04/28/2023

  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.

   

  Hello,
  I'm sending this email to advise that this complaint, originally read on 3/1/23, has been satisfied. I finally received a check yesterday 04/27/23 via US mail for the total amount. They are very slow to respond, but they finally did respond.
  
  Thank you so much for your help,
  **************************;
  

  
  

  
  

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 emailed a 403(b) rollover request to Mutual of America (***) on 1/24/23. On 01/27/23, *** emailed me a letter stating they were unable to process my request because multiple amounts were noted on the form. *** said I could call or respond to their email to indicate the correct withdrawal amount. I responded to their email on 1/30/23 and informed them that the entire amount of my account needs to rolled over to **** I let them know that I called and talked to Temetria at *** on 1/19/23 and followed her instructions on how to complete the form. As of 2/7/23 *** had not acknowledged my email so I sent a request for a status update. As of today I have not received a response and, in checking my online account, my money is still sitting at ***. This is the second time I've tried rolling my entire *** account to **** I completed and mailed a form in mid-October 2022. On 11/18/22, I called and complained to *** Specialist, *********************************, because it had not been processed. ******** said a note on my account indicated there were insufficient funds to process my request. She said that that was ***'s error, I had completed the form correctly, and she would enter a request to escalate processing. This was never done. Because I had not heard anything by 1/19/23, I called *** again. This is when I spoke to ******** who indicated that I completed the original form incorrectly and provided instructions on how to complete it. I asked ******** for the *** compliance officer or a contact name to complain to if I ran into any issues with my request being handled. She could not provide one. All she was able to provide was this email address, ******************************* This happens to be the same email address that I submitted my rollover request to and that is not responding to my status inquiries. I want all of my funds from *** rolled over to *** and have made this abundantly clear to them. Thanks in advance for help resolving this issue.

  Customer Answer

  Date: 03/08/2023

  Better Business Bureau:
  
  This is in reference to complaint ID ********. MOA communicated that they sent the rollover to **** *** has received and credited the rollover to my account. The matter has been resolved to my satisfaction. Thank you for your help.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:02/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 customer service issues are EXTREMELY OUT OF ORDER I have been waiting to get information on my loan process for many weeks, which I was told it only takes 24hours to maybe a week at the **** I have also been to the headquarters and still have not receive payment, even though when I do get a hold of someone in customer service the answers that I get is your being processed today just look at your account it should be there soon. This company is really a joke after reading many reviews of similar situation this seems like something that needs EXTREME attention due to this also being others main source of income. It is truly unfair to customers that pay into this with their HARD EARN MONEY to be treated so poorly when wanting to retrieve their own money. This seems like some thing that needs to be reported to the local news for attention next.

  Customer Answer

  Date: 02/23/2023

  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:02/01/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 requested a IRA ********* and a check from Mutual of America (MOA) was mailed on or about 11JAN2023. After two weeks the check never made it to the destination (Fidelity). I called MOA and an agent (*********************) put a stop payment on the missing check and said a new check will be issued the next day and he would call me with the Priority Mail Tracking Number. The amount in question is $50,459.82 I was just told by another MOA Agent that a new check has not yet been issued. This is a very serious matter involving a very large sum of money. This serious issue needs to be investigated and resolved ASAP! Today is Jan 31st. It has now been three weeks since the first check was mailed. My money is missing. I don't know if I should call Law Enforcement, or a ************** that handles these matters. Please advise.

  Customer Answer

  Date: 02/16/2023

  Better Business Bureau:
  
  Although it has been 6 weeks since my initial request was sent to Mutual Of America (MOA), the matter has finally been resolved.

  A second check was issued and has arrived at the new financial institution.

  Needless to say, the entire experience has been very disappointing, considering the length of time MOA has been in business, and the expertise they should have had acquired. 
  

  
  Sincerely,
  
  ***********************