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

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

  
• 

  Mutual of America Life Insurance Company

  2398 E. Camelback Road #510 Phoenix, AZ 85016

• 

  Mutual of America Financial Group

  10230 NE Points Drive Suite 550 Houghton, WA 98033

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  Mutual of America Financial Group

  737 Bishop St Ste 2305 Honolulu, HI 96813

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  Mutual of America Financial Group

  4040 Embassy Pkwy Ste 180 Akron, OH 44333

  

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:11/01/2022

  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 have been trying to withdraw money from my 403B with Mutual of America since 9/28/2022.My account number is: *************** confirmation email stated a deposit of the amount would be in checking within 3 to 5 days.I called approximately ten days later to inquire if there was a problem. I was on hold approximately four hours customer service answered. I was told that my application for withdrawl was received but had not been processed. The rep told me all was in order and did not understand why it has not been processed? She then forwarded the application to "processing" again and requested action, she told me it would be three days and I should see my deposit. I called approximately eight days later and another rep told me the application was in the last step and that they were short-handed and could not give me a date when I would see my money???

  Customer Answer

  Date: 11/03/2022

  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.
  Thank you for your help. They responded the same day you sent complaint. Its a shame it took a complaint from the BBB for them to respond. I appreciate you very much.

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

  
  

• Initial Complaint

  Date:10/27/2022

  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 filed forms for my retirement account be rolled over to another financial institution on 9/2/22. I had followed their reps instructions to fill out forms and return in pdf format. I called approximately 10 days later because they didnt acknowledge receipt of my request. I was told it had been received and there was a two week lead time for processing. Not hearing anything I called back at the end of September and was told I needed to send another form with a hard signature and did so immediately by postal service. When I called again on 10/10 I was told it was approved and the check was to be cut on Friday 10/11 and would be mailed early the next week. I called again on Wednesday 10/26 and after 45minutes on hold was told that it was approved but not released. The man wouldnt put me through to anyone with authority but he could have a team leader call me back in 24 to 48 hours. I requested that he make a note to team leader about needing a callback sooner because of the size of my rollover of excess of $350,000 at the value in September when first requested. He refused to get in the middle of it. I am retired, living on social security and need my money. Mutual of America has violated a sacred trust with their unethical practices. I want my money and feel it should reflect the value prior to the recent drop in the market. Can you help?

  Customer Answer

  Date: 11/03/2022

  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:10/24/2022

  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 have a 403 B from Mutual of America. I requested a withdrawal from my fund so that I could pay some bills.They require a notarized form which I downloaded from their website. I sent that form via *****on ****. They received the form and it was signed by ****************** in their mailroom. This was confirmed by ***** and by one of the Mutual of America representatives I spoke with. They indicate that processing takes **** days. As of today it has been 4 weeks. I contacted the ** headquarters and a kind lady named **** offered to help but she too has been unsuccessful. I wrote a letter to the *** and sent it ****** The letter was received on 10/20 and signed by *********. No response as of today. I also researched and found the email address and phone number for the ** in charge of processing withdrawal requests. Her name is *************************. I found her email address and phone number. I left her a voicemail message and emailed a request for her assistance. No response from there either.

  Customer Answer

  Date: 10/24/2022

  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:10/19/2022

  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.

  On August 13th I submitted an email withdrawal request with appropriate forms and submitted in accordance with agent instructions. I heard nothing for over a week. I called back and was told my email wasn't on file and thus it wouldn't be accepted so I mailed the executed forms. I heard nothing for 3 weeks. I called back the third week of September and someone told me the system showed approved and a check being cut was approved on 9/14. The agent also saw the account was still active and escalated it telling me to call back if no change. 3 days later I did call back and was advised I was told wrong and it wasn't approved. They proceeded to say they didn't have my mailed in forms. I had several conversations after the following week and was instructed to send them electronically again. I did as asked then was told I needed to include all forms even those not executed. I did this and still had one more correction to make after calling almost daily. For almost two months this was a complete mess with incorrect information on their side with the approval on 9/14. On 10/5 I got verbal confirmation they were expediting my resubmitted forms given the error on their end of the false approval. It's now 10 business days later and nothing. I called last week again and was told they would escalate and call me back on an ETA. They have not followed their own procedure or timelines and effectively are not settling my account with my funds in it. Due to market losses over this wrongful delay the withdrawal amount will be almost 500+ less than it should have been. I'm on hold again today for an hour waiting for answers while nothing has still happened.

  Customer Answer

  Date: 11/04/2022

  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:10/19/2022

  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 requested a withdrawal from my FPA account on **** from Mutual of America.I received an email on ************************************************************************************************************************************************* the bank transfer within another three days.That was over three weeks ago! I have called every day and they will not give me any information. All they keep saying is they are processing my request .*** asked to speak to a supervisor and even the legal team. With no response. They are holding onto my money illegally. This is unacceptable. Please help me!

  Customer Answer

  Date: 10/19/2022

  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.

  thank you so much as I do believe if you did not get involved, they would not have resolved this and expedited my request for a withdrawal!
  
  Sincerely,
  
  ***********************
  
  
  
   
  

  
  

• Initial Complaint

  Date:10/18/2022

  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.

  On August 31st 2022 I had lost my job. I submitted a withdrawal request for a partial withdrawal from my 401K wiith MOA. After 2 weeks of hearing nothing and many times put on hold for hours I finally got through. The person who answered looked at my file and said it was rejected and she did not know why and that she would get someone to get back to me. This was September 8th. On September 10th I got a call back saying since my last paycheck has not been released I was still an active employee. Ok...finally an answer. So after talking to my employer they said they would send in the termination date to MOA. Again I submitted the withdrawal request on September 28th only this time for the full amount in my 401K due to the terrible customer service. Along with this withdrawal request I wanted a return email letting me know that the request was received. I did receive a return email that said if they didn't need any further information that the request would be approved in 5 days with another 5 days to get the funds transferred into my account. I waited the stated time and no funds and no information on when it would take place. On October 17th after hearing nothing again I sent an email asking for information. On October 18th I was sent back an email saying that they would be reviewing my request shortly. So in 2 months time they have not even reviewed my request. The case number is ********.

  Customer Answer

  Date: 11/05/2022

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

• Initial Complaint

  Date:10/18/2022

  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.

  On September 16, 2022 my request for a withdrawal of $3556.50 from my traditional *** was received by return receipt US postal mail at the offices of Mutual of America in **********, **. As of today, October 17, my request for this withdrawal has not been processed. Numerous hours have been spent waiting on the phone for someone to help me. This morning alone I have been on hold for over two hours. When I did get to speak with an agent ten days ago, they acknowledged that they had received my withdrawal request but could not tell me where it was, who was supposed to process itno information at all. Today the agent I spoke with said that they sent me an email on October 12. I checked my spam filter, in box and deleted emails. They did NOT communicate with me that day. I was promised a call back after someone investigated why I have not been sent my distribution. It is now 7p.m. and nothing. Please tell me how to proceed. This is my hard earned money and they are holding it hostage!

  Customer Answer

  Date: 11/10/2022

  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:10/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 investing money into my 401k working at GFL Environmental and requested that my funds should be released to me seeing that I no longer work with the company and my job doesnt match. I have called Mutual of America Financial group for the past 3 months and I keep getting the run around. I have been told that the supervisor is always in a meeting when I request to speak with someone, as well as that my forms has been received and they are pending. The form has been pending for 3 months and I have heard NOTHING back from anyone. I am looking into exploiting this company.

  

  Business Response

  Date: 11/17/2022

  please see our response.

• Initial Complaint

  Date:09/28/2022

  Type:Delivery 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 received no response from recently submitted, formal withdrawal requests. MOA continues charging monthly participations fees from personal checking account, when any one withdrawal application should have terminated my participation in the plan. CID: # *********** Numerous calls to custumer service and withdrawals **** have only resulted in endless transfers and/or offers to receive a withdrawal requests on my pdf. As I stated earlier this has proven fruitless three times. On my end I can only place a "stop payment" order on my checking account.

  Customer Answer

  Date: 10/12/2022

  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.

  
  
  re: complaint# ******** , expected final distribution has been received. I thank MOA &   BBB toward that effort. I think I could be more patient in future.
  

  
  

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

  
  

• Initial Complaint

  Date:09/28/2022

  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 had requested Mutual Of America to relocate my 403B account into my new retirement account since July 2022 and this has yet to happen. I sent the withdrawal paperwork back in August 2022 and my request has not been fulfilled yet, nor have they reached out to me regarding the request. I frequently check my Mutual Of America account and last week I noticed that my money is not longer there nor in my new Retirement account. Reaching Mutual of America has been extremely difficult and they don't even have a callback feature even though the automatic system says it does. I received paperwork from Mutual Of America stating that the effective date for my total withdrawn rollover/transfer transaction was on 8/25/22. I reached out to ********** which is my new retirement account and they have not received anything. I request your assistance in getting this resolved because at this point I don't have a clue of where my money is or what is happening behind the scenes.

  Customer Answer

  Date: 10/04/2022

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