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

  7300 Turfway Rd Ste 560 Florence, KY 41042

• 

  Mutual of America Financial Group

  4040 Embassy Pkwy Ste 180 Akron, OH 44333

  
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  Mutual of America Life Insurance Company

  1150 NW Broken Sound Pkwy NW Boca Raton, FL 33487

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  Mutual of America Financial Group

  2525 C St Ste 210 Anchorage, AK 99503

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:12/13/2022

  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 submitted a withdrawal request from Mutual of America in Oct.26, 2022, Mutual of America stated that a decision would be made on my request with in 5 to 7 days. I contact the company in early November around November 8, 2022. I was told that I would not receive my withdrawal until Late November2022. I was told by the Representative that it would be around Nov. 28, 2022 when I would hear back from their processing department. On December 8 I spoke with the Representative again (******) he said that he would personally walk my paperwork to the processing department for its approval. I called back after I received a odd email and spoke to another representative who stated the same thing that she would personally give my paper work to someone in processing because the person who makes the decision on the withdrawal of funds leaves a 7:30 pm EST. Today I received a call stating that the company was requesting my divorce papers because they originally had no marital status listed, but in my paperwork I checked off Divorced. Each Representative told me that I filled out my withdrawal request correctly prior to this. I called back to find out why I had to produce Divorce paperwork since I have been Divorced for over 30 years. I finally spoke with *************************** who said she is a Supervisor and would check why I was denied my request for withdrawal of my money from my account. It has been over 30 days since I requested the withdrawal, and I have to wait for almost 2 hours to get get anyone on the phone in the Status of ********************* each and every time I called. Mutual of America paperwork stated that I would not have to wait but 5 to 7 days for a decision. This is a terrible company and it makes me wonder if I passed away would my Beneficiary be able to get the money. I will be requesting all of my money.

  Customer Answer

  Date: 12/13/2022

  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:12/12/2022

  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.

  Back in October, I sent a request for a rollover to change my retirement at Mutual of America to another account. Not only does it take a long time to get someone on the phone, but I also have yet to receive an update through email regarding the status of the rollover. In addition, I resent the rollover form in November and it appeared to have been accepted, but I am still waiting for an update. I was able to speak with someone over the phone last week, and they mentioned to try calling between 9 and 9:30 AM on certain days, but it's difficult for me to do that. It's ridiculous how long it takes to get my own money out of a retirement account from a job I left close to four years ago.

  Customer Answer

  Date: 12/16/2022

  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:12/12/2022

  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 submitted withdrawal forms for my money to be sent to me and they sent me an email 2 days later that they received my forms and will contact me in 3-5 business days and it has been over 5 business days and no communication from their office. I saw all the complaints of others about this company and it is ridiculous that we have to go through this. They are trying to scam their customers and I want what is mine because I worked for that. Please help.

  Customer Answer

  Date: 12/19/2022

  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:12/09/2022

  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 submitted a withdrawal request for $10000 from my TDA , employer number *********. In a follow up call, I was informed that it was received on 11/8/22 and that it was completed properly. Rep stated that it was in review which could take up to 4 weeks. He stated I would receive and email by 12/6/22 (end of 4 weeks) indicating when payment would be sent and that it should be received within 7 to 10 days from then. After not receiving the email, I spoke to a rep yesterday who said she "validated" the request and sent to a problem solving unit for further action. She still could not tell me when I would receive the $7500 after tax amount which I need to pay current bills.

  Customer Answer

  Date: 01/06/2023

  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:12/08/2022

  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 sent in the paperwork to take a withdrawal from my 403b plan because I'm going out for surgery and desperately need the money. I haven't heard anything nor has anything been updated on the site and when I call I just get left on hold for hours and hours. I need my money and I'm at my **** end. Please help!

  Customer Answer

  Date: 12/10/2022

  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:12/08/2022

  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.

  The week of November 7, 2022, I mailed a 403(b) $4000 partial withdrawal request (less federal and state withholding) with appropriate forms. On 11/30/2022, I attempted to reach the Mutual of America withdrawal department to inquire about the status of my withdrawal but gave up after about 60 minutes of no answer. I then called a regional Mutual of America office and an individual answered. After explaining my situation, the individual was able to determine that my paperwork was scanned and queued by the withdrawal department on 11/16/2022. This individual was also able to review the request and associated documents and assured me everything was in order. I need my money to pay bills.

  Customer Answer

  Date: 12/19/2022

  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:12/07/2022

  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 withdrawal for my 401k back on September 27th. I got an email stating that I would get a deposit in the next few days. It is now December 5th and I have not received anything. I have contacted them numerous times about the issue and they tell me that it will be sent over in the next 4 days. I have spent countless over the phones for funds that have been constantly promised to me only to be lied to in the end. I was told to send in an email but stated that the information needed to be signed through paperwork. I have also sent in people world and told that the information would be processed. I have patiently waited for weeks especially preparing for an emergency situation. I have stressed the importance of my current situation and have not been met with any information. I just want mu issue solved.

  Customer Answer

  Date: 12/08/2022

  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:12/05/2022

  Type:Customer Service 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.

  To whom it may concern:I have been trying to have assistance re-setting my online account with Mutual of America since 11/30/22. I have made multiple attempts to contact Mutual of America via their contact information listed online; I also tried to call the number listed on the business card I was given for the representative that is assigned to aid the business where I work, and it directs me back to the 800 number for customer service. I called several times Wednesday 11/30/22 and was accused by a customer service representative of not having an account with Mutual of America (his name is *******). I called again on 12/1/22 and was on hold for almost three hours before being informed that the specialist I was speaking to did not have the rights to reset my online account. I was given a number to call for help (the same 800 customer service number I had been on hold with for three hours already). This specialist did say a request for help resetting my online account would be given to the administration and they will call you today or tomorrow to assist you. I have still not received a call from Mutual of America to assist me. When I called the 800 customer service number just now, I got a busy signal. The online portal is the only access I have to my retirement account information. And it is especially concerning to me that I am unable to get any help with a seemingly simple task. Any help would be greatly appreciated. Attached are my phone records for reference.

  Customer Answer

  Date: 12/19/2022

  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:11/30/2022

  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.

  Mutual of America withdrew the *** from my account on 11/1/22 and it has yet to be deposited in my bank. This same required mandatory distribution from the account was direct deposited in 2021 with no problems. After 15 phone calls and waiting on hold for HOURS I was told they had to fix the account number (that they somehow!) messed up and the problem would be fixed. I have also been hung up on after these long waits! To date I havent seen my money. As with most people I need this to live on and after nearly a month dealing with their run around I need some way to solve this. I see from reading reviews on this website that many people are in this predicament. Can BBB please help. Thank you.

  Customer Answer

  Date: 12/16/2022

  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:11/29/2022

  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 retired from ******* *********** on Aging 4/29/2022. I contacted the Mutual Of America in August to proceed with my Pension pay out of the **** (an annuity paid by my employer) and my 403-B that I contributed to. It took several weeks but now receiving the 403- B monthly payment.The problem is having the Pension to be rolled over to other company. After too many calls, waiting on hold, then receiving incorrect forms. I finally received the correct forms, had them notarized and mailed them on 10-28-2022. I contacted the office on 11-14-2022 to confirm receipt of my documents, after 3 transfers (after on hold a long time) an employee confirmed they were received, but she couldn't confirm when the rollover would be processed, stated 2-4 weeks from receipt and she didn't know date it was received.I then contacted my employer by email to alert them to the frustration and anxiety this process has caused, they contacted the company and a ************************ **** ********* of the ******* Office, he stated on Wednesday 11-16-2022 and stated he would check on it and call me back on Friday 11/18/22. *** ****** called at 8:00 a.m. on Monday 11/21/2022, ( I had left him a phone message on Friday), I missed the call, but called him back within 10 minutes of his call and left phone message with no return call since then.I am currently on hold as I submit this complaint waiting for someone to answer, employee answered but she is unable to confirm any information and has transferred me to the "rollover department" with no number she can give me.My customer ID with M.O.A. is **********. ******************** ***. of ******* Office contact number is ************ I just need them to send the money to the company listed on documents that were mailed to them, so that I can start receiving payments.

  Customer Answer

  Date: 12/14/2022

  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,
  
  *********************