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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Mutual of America Financial Group

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

  
• 

  Mutual of America Financial Group

  4040 Embassy Pkwy Ste 180 Akron, OH 44333

  
• 

  Mutual of America Life Insurance Company

  1150 NW Broken Sound Pkwy NW Boca Raton, FL 33487

• 

  Mutual of America Financial Group

  2525 C St Ste 210 Anchorage, AK 99503

• 

  Mutual of America Financial Group

  10230 NE Points Drive Suite 550 Houghton, WA 98033

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:08/16/2022

  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.

  I have been attempting to withdraw funds from my account with Mutual of America for several months. My withdrawal process started on June 10, 2022 and today is Aug. 16, 2022 and I still have not received my funds. After being on hold for hours at a time and constantly calling the withdrawal processing center ******* keep saying there is problem with the paperwork. Once the paperwork was corrected, then ******* said this will take some time. I have had several emergencies happen in my family and I need the transfer of funds to be deposited in my account. Please, complete my withdrawal request!****

  Customer Answer

  Date: 09/07/2022

  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:08/15/2022

  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.

  On August 7 I submitted my paperwork to mutual of America, that I had waited three hours on the phone to receive. Since I have sent my paperwork I have tried to call and email. I work and dont have the time to wait another three hours on the phone, and I have received no responses by email. My withdrawal is time sensitive and I have simple questions like did you receive my paperwork and was it completed correctly. I realize that this could take a few more days to process but according to my account online it does not indicate they have received any paperwork and entire work week has gone by. I have tried multiple phone numbers and again its a long wait and it says you can use the callback feature but is not telling me how to use the feature.. no direction for this.. just says it in between pauses in music. They are closed on the weekend.. so there is no way to get through when I am off of work.

  Customer Answer

  Date: 08/23/2022

  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:08/12/2022

  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.

  Ive been trying to help my elderly mother receive a lump sum payment from her Mutual Of America (***) **** I first went to the *** website to find a withdrawal document. There is none to be found. Then I called to speak with a customer service rep. ** my first attempt, I was on hold for 45 minutes before I gave up. ** my second attempt, I was on hold for an hour and 15 minutes before a Plan Sponsor Specialist finally picked up.The representative emailed me the withdrawal form and told me that once *** receives it, the funds will be transferred to my mothers bank account within 2-3 days. My mother and I filled out and signed the form, then sent it to *** by certified mail. They signed for it on Tuesday, 7/26 according to US ************** records. Given the information I received from the *** representative, I expected the funds to be transferred by Friday, 7/29. They were not.Having patience, I gave the process another week. My mother still hadnt received the funds by 8/5 so I contacted the *** representative by email. I received a response stating I think they are running behind because we are so short staffed. I inferred that by they, the representative meant the people who are supposed to process the withdrawal and transfer the funds. It was also stated in the response that an email was sent to them. Also, that I will be kept posted, that I can reach out for an update and that I will be advised asap.The funds had still not been transferred by 8/8 so I reached out as suggested. The response this time was that the representative had followed up with them and that it was hoped the withdrawal would be processed that day.The withdrawal had still not been processed by 8/10, so I followed up with another email that day. It is now 8/12, the funds have still not been transferred, there is no pending transaction for the account and I have yet to receive a response from my email on 8/10.

• Initial Complaint

  Date:08/11/2022

  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.

  My Father passed on January 13th 2022 from COVID. He has a 401k account with Mutual of America. I have attempted numerous times to have the funds liquidated so we can pay bills, primarily a mortgage. I sent company all the required documentation Mutual of America has requested. This has taken over 4 months of time and effort with no results. At the same time the account continues to lose funds.

  

  Business Response

  Date: 08/15/2022

  Good morning,

  
  The complainant did not provide the decedents name or any Mutual of America plan information, which is required for us to properly investigate the complaint and provide an appropriate response.

  
  Therefore, we cannot respond to this complaint until the additional information is provided.

  
  Thank you.
  *********************

• Initial Complaint

  Date:08/09/2022

  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.

  July and August 2022 I have been trying to reach Mutual Of America for several weeks to make a time sensitive withdrawal from my 401K , I have tried calling the local office in ************ and the main office in ********. At times I've been on hold for up to 4 hours with no answer. I even physically went to the regional office during business hours . It was locked , no one was in the office and there was no sign stating when it would be open.

• Initial Complaint

  Date:08/09/2022

  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.

  I have been trying to get my funds from my employer plan with Mutual of America Funds since February 2022 but have not been able to get them. I have been on hold numerous times for hours, today I was on hold for 1 hour and ***************************************************************************************************************************************** back soon. I would like to roll over my funds to my current employer but cannot get through the wall of lack of response from the company. I would like some help to get my funds!

  Customer Answer

  Date: 08/18/2022

  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:08/02/2022

  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.

  This is in regardless to a withdraw request that started in early July. Then on 7/19 we received paperwork to file for the withdraw. The paper work was submitted on 7/22. We have heard nothing back. Its impossible to reach anyone on the phone. I have made 4 or 5 attempts a combined 10 hours on hold! I've messaged them on ********* I've put my number in the queue for a call back. I am not getting anywhere and we are in desperate need for these funds for hardship. I am looking for some assistance because I cannot reach anyone. I spoke to someone today and told me I need to talk to someone in the withdraws department and claims I'll get a call back. We have been at this for weeks and even send 2 or 3 emails and no response. Please help!

  Customer Answer

  Date: 08/10/2022

  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.  Thank you!  
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/27/2022

  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 changed jobs and wanted to rollover my 403(b) from Mutual of America (MoA) into my new employers 401(k) account. MoA mailed me the form to request a withdrawal/rollover. However, the form said not to complete without instructions, which were not included. I called mutual of america and spoke with a representative on 5/25/2022 who walked me through the form. I asked about the address requested on my form which was about my new financial institution and where the money would be rolled to. I asked about having the check sent to my home and needing to make sure the address was correct. I was instructed that Mutual of America needed the financial institutions physical address in this location. I also asked about the documents my new financial institution requested, a copy of Letter of Qualification or Determination or Distribution Statement. On On July 1, my new financial institution mailed me the check and original paperwork they received from MoA stating they were unable to deposit my check because MoA did not include required documents. I have tried calling MoA multiple times. I was on hold for 1 hr one day before I was able to request a call back. When I the MoA rep called me back on 7/27/2022, I was informed I needed to talk to the regional office because the withdrawals department completed my request per the form. I was transferred to the regional office and on hold for 30 minutes with no option for a call back. I called back that same day and was on hold for over an hour and again no option for a call back. I need to complete this rollover by August 27 or I will be out of compliance with the **** I have tried emailing MoA at the email address from which the forms were sent with no reply. I have no other way to contact them and I cannot keep taking time away from work to sit on hold.

  Customer Answer

  Date: 08/03/2022

  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:07/27/2022

  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 submitted my forms for withdrawal of funds on my 401k account and they were received by Mutual of America on July 6, 2022. After several weeks of no notification or deposit of funds I began contacting them about the process. Each time I called, which has been at least 10, it is more than a 1+ hour hold time. I have spoken with 6 representatives. The first told me they did not have my forms, so I provided them the tracking number, the delivery date and the name of the person that signed for them. They said they had been received and were in the mail room. Still no transfer of funds. Each representative assured me they would find out what the issue was and call me back to update me, none of them have. It is now July 26 and I got the same answer today. I was told this should have been processed weeks ago and she would find out why it wasn't processed and get back with me. I am not hopeful that this will happen. I just want my withdrawal processed as I was told it would be.

  Customer Answer

  Date: 08/03/2022

  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:07/26/2022

  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.

  I have been attempting to get in contact with Mutual of America over the past 3 weeks to get a form to rollover my 403(b) Thrift account to another broker. I have tried: - Calling the customer service line ************ - where I have waited on hold for 3+ hours on 3 different occasions without reaching a representative. - Tweeting at MututalofAmerica, which responded and asked that I provide 3 times when they contact me, I provided three times, they never called - Called the number listed on the website for a rollover specialist who referred me to a withdrawal/rollover form posted on their website - but that form was only for ERISA annuity based plans and not 403(b) plans. The required form is no where to be found on the website. - Called the ********************* phone # ************ - after a lengthy hold time, agreed to be placed in the call back queue. Was never contacted. How can it be this difficult to contact a company for a simple form!!?? Please help me get the form I need to initiate a 403(b) rollover out of Mutual America.

  Customer Answer

  Date: 07/26/2022

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