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

Investment Management

Voya Financial Inc.

Headquarters

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

Find a Location

Voya Financial Inc. has 9 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.

    Customer Complaints Summary

    • 300 total complaints in the last 3 years.
    • 131 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:09/20/2022

      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.
      I am trying to rollover / transfer my VOYA account into another financial institution. Each time I call VOYA I am told they didnt receive the correct paperwork, each time there is a new page that needs to be completed, even though I ask each time I speak to someone if all my paperwork is complete they always tell me yes except for the new page. My new financial advisor has even contacted them with me on the phone and they refuse to work with him. **** states it needs to fax a third party for an authorization of distribution. However the third party never seems to get that fax no matter how many times the form is faxed. I asked for a supervisor, ****, she assured me she sent the fax and all would be taken care of. It was not and she refuses to return my calls and once again fax was not received. Asked for another supervisor *** he was going to take care of everything. Again I called receiving fax office and spoke to ***** who said fax was received and returned. I called *** back gave him ****** message, *** argued with me until I lost it and told him to call ***** he did called me back and said ***** told him he never spoke with me. I called ***** at receiving fax office and he admitted he misrepresented the truth to ***. Told ************ wanted to speak to his supervisor of course they were all busy. Now speaking with ***** at receiving fax office. Again another I never received the fax from *****************. My new financial advisor completed the online form and returned it online ***** said she received it but now the box ReliStar must be checked instead of VOYA as distributor. Another change they on the spot requested and was never mentioned before. I have called and left messages with the home office with *****, no return calls. This has been going on since April. The employees never have the same story and no one takes responsibility for helping me yet they always want to make sure I know the calls are recorded. I just want my money to be distributed.

      Business Response

      Date: 10/03/2022

      A response was provided to ********** on September 23, 2022.

      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:06/06/2022

      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.
      Voya Financial **************** claims to have mailed a check covering the life insurance policy payout for my deceased husband. That was on May 19. Still no check. When I called to inquire they claim that the **** is very slow to deliver the mail. Yet when I contacted the ****, they indicated that the check should take no more than 5 days to make it from ***** to ****************. Voya is telling me that if they have to stop payment, there will be another 3 to 5 day waiting period to reissue the check and they are unwilling to send the check in overnight mail. They say the best that they can do would be 3 day mail service. I filed the claim on May 11 and they processed the claim in a reasonable period of time. I have no complaints about that, but strongly suspect that while they may be cutting the checks they are obviously not mailing them when they claim to be mailing them. This is a great way of keeping the money owed and stonewalling the policy beneficiary.

      Business Response

      Date: 06/09/2022

      *********** has received your request and has sent an acknowledgement to ****************** via e-mail. We are gathering information to research the concerns raised and expect to have all the necessary information shortly.  *********** will respond directly to ***************** upon completion of our review.


      Should you have any questions, please feel free to contact me at ********************** or ************.

      Customer Answer

      Date: 06/20/2022

      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,

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



       

    Voya Financial Inc. 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. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    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.