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Business Profile

Investment Management

Voya Financial Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Investment Management.

Complaints

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

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Voya Financial Inc. has 9 locations, listed below.

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    Customer Complaints Summary

    • 325 total complaints in the last 3 years.
    • 136 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:08/01/2024

      Type:Billing 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 need to upload a photo! Voya keeps taking $438.01 from my checking account no matter how often I tell them to STOP!!

      Business Response

      Date: 08/05/2024

      The customer was provided a response on 08/02/2024.
      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:07/16/2024

      Type:Product 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.
      Voya Financial is the company my employer uses for my health account solutions - each week a portion of my pay goes into this account - in January I received a bill from *********************** which I submitted to Voya to cover the balance that was owed, which is clearly the reason why I have this account - In March, my wife had called them because they required additional documentation on another claim which we had submitted at that time the representative clearly stated that we had money remaining from 2023 which had to be used by April of this year, my wife explained we had just submitted a bill which use those funds. In May of this year, I was informed that I could no longer access funds to my account without paying $400+ to them for the billing from ******* which I had submitted in January - now I agree the services on the January billing were from Oct 2023 however, I did not receive the statement until 1/2024 and on top of that we were already informed we had a balance carried over from 2023 which had to be used by April 2024. They have completely shut off all access to the monies that we have paid into the count and explain that if we do not pay them the amount they are looking for they will keep all of our funds - on top of that they are even charged late fees. We have phoned them several times in this matter, twice we were hung up on and the other time their representative could not understand our issue. We are hard working people and we cannot afford to lose the money we have paid into them.

      Business Response

      Date: 07/31/2024

      The customer was provided a response on 07/30/2024.
      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:07/11/2024

      Type:Billing 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.
      Thru my employer, I had a 401K thru Voya Financial. In April 2023, my company, ************* was bought out by Sanitas. At that time, we were told to remove our 401K to the one Sanitas has or take a payout. I took a payout and paid a service charge at that time. Recently, Voya Financial was audited and it was found that they owed me another $407.32. I received a letter from VF saying I had to move the money or take a payout. I called to get a payout and they said I had to pay $200.00 service charge to close the account. I already closed the account earlier in the year, last year. I refuse to pay another service charge on money that should have been in the original payout check.

      Business Response

      Date: 07/16/2024

      The customer was provided a response on 07/16/2024.
      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:07/10/2024

      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.
      Filed a short term disability claim with Voya in January 2024 and have been falsely denied coverage. **** does not return calls and every person states "we called you but there was no answer" but I never have missed calls or voicemails from Voya.I provided doctor forms as requested to file my claim and was denied based on false/misinformation that **** has refused to advise where or why they used that information outside of what was provided from my doctor.Then after no contact from **** and being denied my claim I was advised by **** to appeal. I appealed and received no contact information from adjuster. Finally I was denied again and after months of asking what was needed I was advised another letter from my doctor was needed. Provided such letter and yet again was denied based on non-contractual reasons. Voya will wait a week or more to reply and then will not address concerns with why my claim as denied since the reason given was not within the contract, will not advise why they are using false information and will not reply in a timely manor. I've had 3 adjusters in less than 6 months and I was not advised of any of the changes or who to contact. Now the supervisors do not respond to emails either and everyone is repeatedly out of office, need my claim approved as my medical documentation provided was valid and Voya did not respond in timely manors if additional information was needed. I can't go back in time 6 months to provide different proof.

      Business Response

      Date: 07/11/2024

      We take the complaint seriously however privacy laws do not permit us to share detailed information contained in the claim file. We will respond directly to ******************** to address her concerns in detail.

      Customer Answer

      Date: 07/11/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

       There has been zero contact from Voya about my complaint. I've spoken with multiple representatives since January and no one has answered why my claim was denied based on false information and statements that are not included in their contract such as "global disablement" when I've proven over and over my disability qualified for coverage via their contract! 

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Customer Answer

      Date: 07/29/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

       Voya simply continues to say the same thing over and over and not address the issue. 

      if my questions had been answered or were answered I would not still have the same questions.

      voya Still has not reached out to me and last communication again stated they would no longer respond. 

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 07/29/2024

      Voya considers this matter closed.

      The Company has responded in writing to clients requests with detailed information related to her claim and the reason for the denial. The client has exhausted her administrative remedies under the plan. She should refer to the July 1, 2024, letter and July 10, 2024, letter sent to her regarding the claim.  If she has any further questions, she may contact the ***************** at **************.

    • Initial Complaint

      Date:06/27/2024

      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.
      I am trying to surrender/cancel my life insurance policy and for the past month **** keeps telling me that the form I submitted has not been uploaded to their system, but also that the form (scanned and emailed as pdf) is not clear, but since it hasnt been uploaded they cant tell me what the problem is. In the meanwhile they continue to deduct payments.

      Business Response

      Date: 07/09/2024

      The customer was provided a response on 07/08/2024.
      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:06/20/2024

      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 logged on onto my HRA retiree account and noticed that funds are unavailable for reimbursement. I have over $100,000 in my account. The representative told me I have a zero balance and filed a ticket to look into the matter. It's been over a week and I have not received a response or anybody has corrected the issue. Each time I call, it seems like my ticket is still pending with no resolve. A customers money should not disappear. It is therefore a purpose and they are withholding my funds. They told me it takes 3 to 5 business days to resolve the issue. When I called back, they told me the same story that it would take another 3 to 5 days to resolve the issue or some it would get back to me. I am frustrated and don't know where to get answers

      Customer Answer

      Date: 06/21/2024

      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:06/18/2024

      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.
      I have had ongoing issues with Voya since 2023. I have had multiple health issues arise and therefore have had to rely on family members for help. Currently, I have three hospital indemnity claims that are still pending and cannot be completed for various reasons. The first two were submitted back in March 2024 and I have spoken to their Managment who admitted to me that they had the original documents needed from the beginning, which he told he would expedite my claim and it would take ***** hours and that was last week. I am in desperate need of help here!! They keep saying they need updated HIPAA forms and I have sent them 5-6 HIPAA forms. Please help me get the money I'm owed!! I'm owed $1800 from one claim and then a total of $3900 from the other claim as well. I'm in desperate need of this money to be able to pay for personnel to take care of me.

      Business Response

      Date: 06/26/2024

      We thank **************** for bringing her concerns to our attention. We have located the requested form and for privacy reason we will contact **************** directly if additional information is needed from her. If she requires additional information, she can contact the ***************** at **************. 

    • Initial Complaint

      Date:06/04/2024

      Type:Billing 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 two life insurance policies that are paid through Voya but they keep not sending the quarterly bills. I was able to set one up to be paid automatically, but they never took out the money for the Dec. 31 payment so it got behind. They have been very unreliable. I just want the quarterly bills to be sent out in a timely manner ( and automatic payments to be done) so that I dont fall behind on my life insurance policies. **************** is very unhelpful and cant tell me why this is happening.

      Business Response

      Date: 06/14/2024

      **** made numerous attempts to contact the customer. The customer has been non-responsive. At this time Voya is closing this matter.
      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:05/30/2024

      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 am an employee of Montgomery ****************** I have an *** (Health) flex spending account with **********************. The *** is prepaid with the money deducted directly from our payroll. I was informed recently through our union members that there was a pending investigation in unethical practices involving this Voya. The issues in question involved this company locking members out of their funds (anywhere from 300 to 2800 dollars) over "requests for receipts". When the members contacted Voya about why their cards were frozen, they were told they owed receipts proving they were used for approved benefits. My own experience with this occured on 5/31 when I saw my account balance or 1345 dollars was locked due to two missing receipts totaling 5.00 dollars. I submitted a receipts from the provider detailing the charges, dates, reason for charges, and amounts. **** responded with a message stating that the receipts were missing one or more of that information and would not be accepted. I attempted to contact them via phone which as you can see from recent reviews does not function (in my case, over 48 hours it would ring and hang up). I had the Dr's ****** print up another receipt, this time we circled each individual item they said was missing and once again received the same response. Once they lock out these accounts, the members lose their funds (again, these are prepaid into an account). I reached out to my departments human resources as well as our union labor and member services, and also sent carbon copies of a letter with the attached evidence to Senator ******** (MD-D) and was also instructed by the *************** to file a complaint here as well. Given how many people in our **** had similar issues, an investigation was opened through them as well (I can provide liasons for either entity for BBB to follow up on). At this time and pending the investigations I only request a timeline of events and reasons for actions from ****'s consumer complaints

      Customer Answer

      Date: 05/31/2024

      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:05/28/2024

      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.
      Premium paid on Invoice **********, as well as**********. I was told April 4th that a refund was started and would be sent in 7 to 10 working days. I was also told I could not have the extra policy, which was the reason for the refund. 3 additional calls, all said the same thing, 7 to 10 days. Last 2 calls were May 2, May 16, May 17. Each contact the script starts over, "It's being processed, will be sent in 7 to 10 working days."

      Customer Answer

      Date: 06/05/2024

      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,

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



       

    Voya Financial Inc. is NOT a BBB Accredited Business.

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