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Business Profile

Retirement Planning Services

Mutual of America Financial Group

Headquarters

BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

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

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

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    Customer Complaints Summary

    • 957 total complaints in the last 3 years.
    • 43 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:07/26/2022

      Type:Product 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 received a email that my hardship withdrawal was confirmed July 19, 2022. The funds were deducted from my account but I never received my direct deposit. I have been unable to talk with anyone to resolve my issues.

      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,

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



       

    • Initial Complaint

      Date:07/22/2022

      Type:Product 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 have been trying to withdraw funds from my *** with Mutual of America for 2 weeks now. I have been on hold numerous times for over 2 hours. When I did get to speak with someone, I was told direct deposit transaction couldn't be done as in the past as they no longer had my bank info on file. I was told I would get a form emailed to me in order to process request. The form never came. Many phone calls later, I receive the form in my email, filled it out and sent it **** priority, tracking said it arrived at their **********, ** office on Saturday, 7/16. The funds have not been withdrawn from my account as of today as I write this. I am now on hold again for the last hour waiting to speak to a representative to find out what the delay is.

    • Initial Complaint

      Date:07/22/2022

      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.
      I have been trying to contact Mutual of America since June 24 to initiate a withdrawal/ rollover request. I have been on hold many days for over two hours and when I request the call back a feature I do not receive a callback.

    • Initial Complaint

      Date:07/21/2022

      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 have been trying to contact someone at Mutual of America to transfer my 403b funds to a new account. Every number that we have called we get put in the never-ending listening to music hold cycle. There are no email addresses listed anywhere online, however, I found an old business card with an email address on it. I have emailed my request but no response. I need to get the form required to move my funds.

      Customer Answer

      Date: 07/28/2022

      Better Business Bureau:

      I have received a call from Mutual of America and was emailed the form that I needed.  in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:07/21/2022

      Type:Customer Service 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.
      7/11 to 7/20/2022 I have a 403B retirement plan through my ex employer managed by Mutual of America.My investments have tanked and I want to sell everything and roll over to my personal Fidelity *************** account before I lose everything I saved.I have tried to call several times the general customer service line at ************ from 7/11 to 7/20 at various times of the day.I have stayed on the line 30 minutes at a time waiting for a human being to respond; noone ever did.I have listened to the options multiple times to figure out how to select a callback option; there is none; there is no way to leave my contact info so that someone will call me back.I have tried to call the number I have for the "service manager" assigned to my account at ************** -> it is redirected to the main automated support line (1-************).I have tried to call the regional office in ********** ** at ************ and only reached an automated system .

      Customer Answer

      Date: 08/02/2022

      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:07/19/2022

      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.
      On May 9th, of this year, I lost my job. After losing my job, I decided to withdraw some money from my retirement account. I attempted to call Mutual of America, but was on hold for two hours.Frustrated, I hung up and tried, again, the following day.Eventually, a customer service representative answered the phone. I told her I would like to withdraw some money, but there was no option for that on the website. She said the only way to withdraw money is by mail.A week later, I received the form, filled it out, and mailed it back. After a week of not receiving my money, I called to check on the status of my request. I waited for two hours on the phone, a customer service representative transferred me to another department; and, after waiting two more hours, I hung up.I decided to visit a local office. Once in the building, I realized there was no way to operate the elevators without a company badge. Thankfully, a delivery driver used her badge to operate the elevator for me.While in the office, I was told by the receptionist she would contact Mutual of America and call me once she received a response. I still have heard nothing, and there's no way to call her back because her phone number is rerouted to customer service. It's the 19th of July, and I have no way of knowing if my withdrawal is being processed.I would greatly appreciate any assistance. Thank you, and God bless you for all that you do.

      Customer Answer

      Date: 07/19/2022

      Better Business Bureau:

      Mutual of America has resolved the issue by completing the transaction.Thank you, very much, for your help.*******************

    Mutual of America Financial Group is BBB Accredited.

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