We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Retirement Planning Services

Pentegra

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retirement Planning Services.

Complaints

This profile includes complaints for Pentegra's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Pentegra has 2 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.

    Please enter a valid location.

    • Pentegra

      701 Westchester Avenue Suite 320E White Plains, NY 10604

    • Pentegra

      108 Corporate Park Dr White Plains, NY 10604-3805

    Customer Complaints Summary

    • 6 total complaints in the last 3 years.
    • 2 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/10/2025

      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 access my account online. This was a defined benefit plan that i was awarded several years ago from an ex-spouse. I have not heard anything from Pentegra over the years. I tried to log online and it let me in one time, long enough to see that they had old address information (address/email). The phone number was correct information in the system. I tried to call their Need Help? hotline number (on which I had to leave a message) and sent an email to ************************************************************ Did not hear from the company for a week. Today, I received a call from ************, ** (which is where Pentegra is located ************) so i returned the call. A very **** man "Bill" asked for my SSN # and did confirm my current address information. He stated that I do not have online access to my account (even though i mentioned i was in an online account). I told him that I have received NO information (no emails, no mail, nothing from this company). I want to know how/when I can access this money. He stated he did not know but would have to check (as I apparently have no defined benefit access account on line) and he would have to call me back. Please help as this is a substantial amount of money that I want to know is compliantly being managed!!!!

      Business Response

      Date: 03/10/2025

      Thank you for bringing this matter to our attention - we appreciate the feedback as we greatly value our customer service.  In reviewing the case with our defined benefit plan administration team, *** ***** would not be able to view her account online as access is not granted for someone in her status ("Alternate Payee").  They did, however, at *** ******* request, prepare a Statement of Estimated Pension Benefits, which was mailed to *** ******* home address.  If she should have any further questions about her estimated pension benefits, she can contact our customer service center at ************.  Thank you again for the feedback.

    • Initial Complaint

      Date:04/01/2024

      Type:Customer Service 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 am simply traying to contact them. Both the 800 numbers leave me hanging with no periodic updates as to the status of the wait. My ************* *** was moved from Pentegra to EMPOWER and when I did get a **************** Rep in the past, looking for where my funds are, were being told different excuses. There is a black out period, there is a computer, glitch, programing issue, still it has been weeks and my *** ***** is gone, I have a zero balance and no one is picking up the phones in customer service. I also am in the middle of doing my taxes and need a duplicate 1099 for a distribution and no one is answering!!!! Other collogues are outraged and worried about where there ***** is. Also the website is no longer acknowledging our sign in!!!

      Business Response

      Date: 04/04/2024

      Thank you for bringing this to our attention. We highly value your input as we take great pride in our customer service.  A *********************** Representative was able to connect with the participant on April 3, 2024 and answered all questions and concerns timely.  If there are any further questions or issues, please contact us at ************.  Thank you.

    • Initial Complaint

      Date:02/06/2024

      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.
      Withdrawal my 401k after termination with company after 11 yrs service Started withdrawal on 1/16/24, told 5 to 7 day process 1/29/24 and still havent seen any money, plus I have left messages for ****************** a total of 3 and will not return phone call, email or any other form of communication this company is the third party administration to the 401k in service nationwide retirement services, I have spoke to nationwide financial and they said they have no form in hand to withdraw my 401k that pentegra has not sent the form to them

      Business Response

      Date: 02/08/2024

      Thank you for bringing this matter to our attention - we strive to provide excellent customer service and appreciate the feedback.  Per our **************** team the initial distribution request submitted by the participant on January 16, **** first needed to be approved by the participant's former employer, which was subsequently done.  The distribution was then approved by Pentegra and sent to Nationwide for processing on February 1, ****.  Per our records, the withdrawal was disbursed by Nationwide on February 1, **** so the participant should receive a paper check via **** shortly, if he has not already.  We apologize for any delays in processing the original request but for the security of participants' accounts there are numerous operational steps we must follow.  ***** let us know if you have any further concerns.

    • Initial Complaint

      Date:03/17/2023

      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 an overage in my 401k, and over a month ago sent in ALL documentation needed to receive my refund. I have since called a dozen times, and each time they say they are reviewing documentation. This is unacceptable. Stop holding onto my money and return it to me.

      Business Response

      Date: 03/20/2023

      We apologize for the delay in processing the complainant's request.  Per our **************** Manager, we reached out to the complainant on March 16, 2023 and the matter was resolved to the complainant's satisfaction.  We take customer service issues very seriously and will evaluate what led to the delay in processing.  Any further questions can be directed to our **************** team at ************.   

    Pentegra is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.