Complaints

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:06/10/2025

  Type:Billing 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 am being charged $17.33/month x 2 (for over a year from Voya) and no one seems to know where these charges are coming from. I spent countless hours on my phone speaking with representatives that keep transferring me to other departments or disconnecting my calls. I had an individual tell me to call back in 2 hours and there was nothing else he could do (Ryan from retirement). If there is no policy that I have but I’m being charged these are fraudulent and it’s been occurring for quite some time now.

  Business Response

  Date: 06/11/2025

  The customer was provided a response on 6/11/2025.
  Due to customer privacy, the Company is unable to provide a detailed
  response to the BBB regarding the customer’s complaint. Thank you.

  Customer Answer

  Date: 06/13/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:04/03/2024

  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 am having an issue with hardship withdrawl from ***** I have scanned and faxed off information that is needed/required of me and have been told that what I sent is not clear enough. I have used several different ways to send in my information short of mailing it in myself. If I do mail it in I am sure that it would take a month or two before I hear anything back about my paper work. I sent information in for two different school with the required paper work and both were denied because one of the papers wasnt clear enough.

  Business Response

  Date: 04/05/2024

  The customer was provided a response on 4/5/24.
  Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customer’s complaint. Thank you.
  
  

• Initial Complaint

  Date:03/22/2024

  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 company was using Voya for our 401K & decided to use a different institution for our 401K services. Before the transfer, our ************************** contacted me and told me that there were investment accounts that I should remove my money from to avoid heavy penalties from Voya that would be incurred during the transfer to the next institution. I called Voya well in advance for clarification and was told that there was no account to avoid. When the transfer occurred, my 401K account was lacking more than 10% of the total amount that I had accumulated. This is thousands of dollars. I called Voya to inquire about this discrepancy. **** told me that my money was in an account that was heavily penalized if the money was removed and transferred to another institution. I explained to Voya that I had called about this very issue well in advance to avoid any loss of money during the transfer. **** said that they would review the recording of the call and get back to me. When **** got back to me, they stated that I didn't ask the proper questions during the call and that they could not help me. I asked for a transcript of the call was told that I would need a subpoena to get a transcript. I know that during my call to Voya, I had asked enough questions and gave them enough information for them to have every opportunity to properly educate me on any issues that *** arise during the transfer of my hard-earned money. **** failed to warn me about any potential issues during the transfer of my 401K, Now I have over 10% less in my 401K and **** refuses to help.

  Business Response

  Date: 03/25/2024

  The customer was provided a response on 03/25/2024.
  Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.

• Initial Complaint

  Date:03/05/2024

  Type:Order 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 found out today I was signed up for Voya financial without my consent through an employer. I spoke with a Voya customer service representative 5 Mar 24 who told me:- Voya cannot remove my account - Voya does not have to provide policy to me to show they have rights to my personal identifiable information. - Voya stated I was signed up through my employer without my consent Previously I had contacted the employer who stated they cannot do anything because it is Voya who controls the account. I am getting the run around from the company. I asked to speak to a supervisor and was told I would get a call back.

  Business Response

  Date: 03/15/2024

  The customer was provided a response on 3/5.
  Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Thank you.
  
  

  Customer Answer

  Date: 03/19/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21387351

  I am rejecting this response because:

  The customer representative blamed the state company for releasing my information to them even though I never gave authorization to either the employer or Voya.

  I have asked the company to delete my information. The customer representative said they cannot do that but did not state or provide any policy as to why. 
  

  The company is not entitled to my personal identifiable information as I never gave authorization (written or verbal) to have them acquire or retain my PII.

  Regards,

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

  Business Response

  Date: 03/19/2024

  The customer was provided a response on 3/19/24.
  Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Voy considers this matter closed. Thank you.
  
  

  Customer Answer

  Date: 03/19/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21387351

  I am rejecting this response because:

  I do not see any new information that the business has provided. The business copied and pasted the same message as the previous message.
  

  I want in writing stated policy from the company as to why they cannot accommodate my request.  
  

  Again the company has not provided any information as to why they have my PII or why they allowed to keep it.

  Regards,

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

  Business Response

  Date: 03/20/2024

  The customer was provided a response on 03/05/2024, 03/13/2024 & 03/19/2024.
  Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Voya considers this matter closed. Thank you.

  Customer Answer

  Date: 03/20/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21387351

  I am rejecting this response because:

  The customer was provided a response on 03/05/2024, 03/13/2024 & 03/19/2024.
  
  Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Voya considers this matter closed. Thank you.

  Voya may consider this matter closed, the customer does not. The customer will continue to ask in writing a response the shows the company the policy that an account cannot be closed by request of a customer who did not sign up for an account willingly. 
  

  Voya may send a written response to the customers home address, since **** has that on record, stating the policy that denies the customers request.

  This matter will stay open until written  policy is provided to the customer. 
  

  All three interactions with Voya the customer was not provided any policy beside, it cant be done. Please provide a written statute by the company. 

  Regards,

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

  Business Response

  Date: 03/20/2024

  The customer was provided a response on 03/05/2024, 03/13/2024 & 03/19/2024.
  
  Due to customer privacy, the Company is unable to provide a detailed response to the BBB regarding the customers complaint. Voya considers this matter closed. Thank you.

  Business Response

  Date: 03/22/2024

  We have been in contact with ************** numerous times over the past few weeks. Our last call with him was yesterday, acknowledging yet again, his BBB complaint and concerns. We previously provided him with resolution that was satisfactory, but he re-opened the BBB and after speaking with him yesterday he is requesting the information in writing. We are in process of having a letter sent to him explaining the resolution.

   Please let me know if you have any questions or need anything additional. Thanks!

   

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

  Director Customer Advocacy

  Voya Financial

  Tel: ************

  Customer Answer

  Date: 03/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I accept the response by Voya as long as they agree they will send a letter with policy stating why my account cannot be closed.

  If the letter is not satisfactory, be assured I will file another complaint.

  Regards,

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

   

• Initial Complaint

  Date:02/27/2023

  Type:Billing 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.

  Case no. ***********: Loan from 40** in amount of $16,000, July 2021 (Booz Allen Hamilton). I left Booz Allen on March 21, 2022 and set up payment for this loan. One payment was missed during transitioning to new employer. Upon notice, I called Voya and the agent could not find a discrepancy, told me account was fine. Received emails that I have communication on the website. Go to "communication" and nothing appears. In January I receive a letter in the mail that I have defaulted on this loan due to non-payment. Call Voya and finally find where correspondence is hidden on website. On Feb. 22, 2023 I receive a loan reamortization after I was told that my loan was reported to the IRS to pay taxes. I have $** in my account, transferred majority to Principal in July 2022. I DO NOT want this reamoritized after being report to the IRS! Every time I call Voya I have to start from the beginning as they do not have ALL the information readily available on my account. Starting over each time with a wait for a resolution. Someone made a decision to reinstate this loan and it is WRONG and overreach. This needs to be corrected and Voya needs to update their database to better rectify client issues. Now I wait a week to hear on resolution and have funds deducted from my bank account without authorization. So disgusted with Voya!

  Business Response

  Date: 03/01/2023

  A
  response was provided to Ms. Vaught on March 1st 2023.  
  
  Due to
  customer privacy, the Company is unable to provide a detailed response to the
  BBB regarding the customer’s complaint. Thank you.

  Customer Answer

  Date: 03/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID 19491229, and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Carol Vaught

  
  

  
  

  
  

   

• Initial Complaint

  Date:11/14/2022

  Type:Product 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 would like to file a formal complaint against Voya Financial, who is interfering with my fiduciary duties as trustee/executor.
  
  The estate/trust requested a distribution of assets from the decedent's NYC Deferred Compensation Plan earlier in 2022. As trustee I received a letter of denial from the plan in July. Since then I've attempted to remediate the incorrect assertions from the plan via telephone. Unfortunately, I'm unable to contact a legal representative from the plan, as Voya financial is the plan administrator. Voya has refused to provide me with detailed contact information for the NYC Deferred Plan and/or a Voya supervisor to escalate accordingly.

  Business Response

  Date: 12/02/2022

  A response was provided to Mr. ******** on November 30, 2022. Due to customer
  privacy, the Company is unable to provide a detailed response to the BBB
  regarding the customer’s complaint. Thank you