ComplaintsforMutual of America Financial Group
Retirement Planning Services
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Complaint Details
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Initial Complaint
12/08/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I sent in the paperwork to take a withdrawal from my 403b plan because I'm going out for surgery and desperately need the money. I haven't heard anything nor has anything been updated on the site and when I call I just get left on hold for hours and hours. I need my money and I'm at my **** end. Please help!Customer response
12/10/2022
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.
Sincerely,
*****************
Initial Complaint
12/08/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
The week of November 7, 2022, I mailed a 403(b) $4000 partial withdrawal request (less federal and state withholding) with appropriate forms. On 11/30/2022, I attempted to reach the Mutual of America withdrawal department to inquire about the status of my withdrawal but gave up after about 60 minutes of no answer. I then called a regional Mutual of America office and an individual answered. After explaining my situation, the individual was able to determine that my paperwork was scanned and queued by the withdrawal department on 11/16/2022. This individual was also able to review the request and associated documents and assured me everything was in order. I need my money to pay bills.Customer response
12/19/2022
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
12/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I filed a withdrawal for my 401k back on September 27th. I got an email stating that I would get a deposit in the next few days. It is now December 5th and I have not received anything. I have contacted them numerous times about the issue and they tell me that it will be sent over in the next 4 days. I have spent countless over the phones for funds that have been constantly promised to me only to be lied to in the end. I was told to send in an email but stated that the information needed to be signed through paperwork. I have also sent in people world and told that the information would be processed. I have patiently waited for weeks especially preparing for an emergency situation. I have stressed the importance of my current situation and have not been met with any information. I just want mu issue solved.Customer response
12/08/2022
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
12/05/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
To whom it may concern:I have been trying to have assistance re-setting my online account with Mutual of America since 11/30/22. I have made multiple attempts to contact Mutual of America via their contact information listed online; I also tried to call the number listed on the business card I was given for the representative that is assigned to aid the business where I work, and it directs me back to the 800 number for customer service. I called several times Wednesday 11/30/22 and was accused by a customer service representative of not having an account with Mutual of America (his name is *******). I called again on 12/1/22 and was on hold for almost three hours before being informed that the specialist I was speaking to did not have the rights to reset my online account. I was given a number to call for help (the same 800 customer service number I had been on hold with for three hours already). This specialist did say a request for help resetting my online account would be given to the administration and they will call you today or tomorrow to assist you. I have still not received a call from Mutual of America to assist me. When I called the 800 customer service number just now, I got a busy signal. The online portal is the only access I have to my retirement account information. And it is especially concerning to me that I am unable to get any help with a seemingly simple task. Any help would be greatly appreciated. Attached are my phone records for reference.Customer response
12/19/2022
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
11/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Mutual of America withdrew the *** from my account on 11/1/22 and it has yet to be deposited in my bank. This same required mandatory distribution from the account was direct deposited in 2021 with no problems. After 15 phone calls and waiting on hold for HOURS I was told they had to fix the account number (that they somehow!) messed up and the problem would be fixed. I have also been hung up on after these long waits! To date I havent seen my money. As with most people I need this to live on and after nearly a month dealing with their run around I need some way to solve this. I see from reading reviews on this website that many people are in this predicament. Can BBB please help. Thank you.Customer response
12/16/2022
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
11/29/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I retired from ******* *********** on Aging 4/29/2022. I contacted the Mutual Of America in August to proceed with my Pension pay out of the **** (an annuity paid by my employer) and my 403-B that I contributed to. It took several weeks but now receiving the 403- B monthly payment.The problem is having the Pension to be rolled over to other company. After too many calls, waiting on hold, then receiving incorrect forms. I finally received the correct forms, had them notarized and mailed them on 10-28-2022. I contacted the office on 11-14-2022 to confirm receipt of my documents, after 3 transfers (after on hold a long time) an employee confirmed they were received, but she couldn't confirm when the rollover would be processed, stated 2-4 weeks from receipt and she didn't know date it was received.I then contacted my employer by email to alert them to the frustration and anxiety this process has caused, they contacted the company and a ************************ **** ********* of the ******* Office, he stated on Wednesday 11-16-2022 and stated he would check on it and call me back on Friday 11/18/22. *** ****** called at 8:00 a.m. on Monday 11/21/2022, ( I had left him a phone message on Friday), I missed the call, but called him back within 10 minutes of his call and left phone message with no return call since then.I am currently on hold as I submit this complaint waiting for someone to answer, employee answered but she is unable to confirm any information and has transferred me to the "rollover department" with no number she can give me.My customer ID with M.O.A. is **********. ******************** ***. of ******* Office contact number is ************ I just need them to send the money to the company listed on documents that were mailed to them, so that I can start receiving payments.Customer response
12/14/2022
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
11/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I submitted a request for withdrawal of my 403b account the end of October, 2022 from Mutual of America. I gave the allotted 5-7 for processing as posted on their website. I called and spoke to a gentleman I believe his name was **** who informed me that it might take 2 weeks to get the return and he confirmed that they did receive the request. I gave another week and called back after no monies were received. This time I spoke to a lady who said it was received but had never been sent to processing that she would send it through and put urgent on it and I should receive in a few days. Another week goes by no monies. I called again today and was on hold for 2 hours this morning, person picked up and hung up the phone. I called back and spoke to a **** at another extension and told him I had been on hold for 2 hours and was hung up on and I was needing to check the status of my return. He said he couldn't help me but would transfer me to someone that could and I wouldn't have to hold for 2 hours again. 2 hours later I began a conversation with a lady who advised me that my request has been in processing since November w 2022. I asked her if there was someone who can process and direct deposit my funds in to my bank account. She replied they were leaving early today and there was not anyone there that could it and it might ta4 weeks this time to get my monies. I informed her that was unacceptable and I am in dire need of my monies. She said she was going to get my paperwork off of the printer and I was again hung up on I called a 3rd time and someone picked up and hung up the phone. I attempted to call back and recording said they were closed to call back. Each time I call the wait time is very long, I receive different answers on my withdrawal of monies from my 403b account. I feel like I am getting the run around and this is very poor customer service on their part. I am asking for a quick response and retrieval of my withdrawal of my monies.Customer response
12/07/2022
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
11/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I filed withdrawal paperwork for my MOA retirement account and submitted it on 11/3/22 due to leaving my job and needing the $ to cover me until I begin my new job. I completed the paperwork over the phone with an agent to ensure I completed it correctly after waiting on hold for a long time. I had it notarized as well. I submitted it weeks ago and have received two emails letting me know theyre working on it with no other updates. My account online offers no information and I have already waited on the phone for 4+ hours with no answer. I see the other similar complaints about people not getting their money and it is beyond frustrating. I have never had issues getting retirement money before from previous jobs. It was a simple, seamless process, but MOA seems to not want to give people their $ back. I provided my bank information for direct deposit and just do not understand what the hold up is. The paperwork is very cut and dry and I know it was completed correctly. My Case number with them is ********.Customer response
12/09/2022
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
11/16/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Mutual of America made a withdrawal from my account which I did not request. I was notified by **** informed delivery that it would be delivered on 11-10-2022. I did not receive it. I have been trying to calll MofA for several days. Have been on hold for hours. I would like to notify them that I did not receive the check. To please stop payment on it and either credit the account or reissue the check. There is no way of contacting them. How could we handle it?Customer response
11/17/2022
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
11/16/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Requested 30k withdrawal from 401k. On Oct25, 2022 received email saying it **** be reviewed in the next 3-5 days. Called a week later to check status. Was told it has not been processed and could not tell me when it would be. 22 days later still no funds, no contact, no resolution. Currently on hold (1 hr 23 min).Case number is ********Customer response
11/29/2022
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,
********************************* ***
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Customer Complaints Summary
942 total complaints in the last 3 years.
307 complaints closed in the last 12 months.