Voya Customer Service

User Reviews, Ratings and Comments

Voya customer service is ranked #912 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 20.75 out of a possible 200 based upon 16 ratings. This score rates Voya customer service and customer support as Terrible.

NEGATIVE Comments

16 Negative Comments out of 16 Total Comments is 100.00%.

POSITIVE Comments

0 Positive Comments out of 16 Total Comments is 0.00%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Terrible Overall Customer Service Rating

  • Voya

    Customer Service Scoreboard

    • 20.75 Overall Rating
      (out of 200 possible)
    • 16 negative comments (100.00%)
    • 0 positive comments (0.00%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 0.0 Issue Resolution
    • 2.6 Reachability
    • 1.5 Cancellation
    • 2.5 Friendliness
    • 1.7 Product Knowledge

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Posted by Traumacode3


If you have their accident insurance they will find a way to not pay it even though it fits the criteria of an accident on its own description. I plan on dropping them at the end of the year and also telling my company about their business practices. Maybe they will find a new company for the accident insurance down the road? I myself wont hurt their pocket but when my company has close to 9000 employees I am sure that can make VOYA take notice.

Posted by DaveB


Voya's support is in India. Say no more.

Posted by Don’t play with my money


Voya is the worst company ever. Voya sent so many packets in the mail that's it's ridiculous, I get the packet filled out just to call and they tell me I filled out one of the papers wrong. Mind you I've been calling for days and they've never said anything about the paper being filled out incorrectly. Now that they've gotten the corrected form, one rep said I'd get the money in 3-5 business days, then I call back and the second rep said allow 5 days to process which is it? I've been dealing with them since May of 2023 and here it is August with no resolution.

Posted by Marnacchia


I cannot access my Voya account online depite entering my user name and password. I send them a message stating this. I then receive a bounce back saying that I can only reach out to them from my Voya account which I'm unable to access. I then try to contact them on their 1-800 number but this cuts out after less than one second. I try several more times but get cut off each time after one ring. So I send them another message explaining this but receive another bunce bck message saying, you guessed it,I can only reach out to them from my Voya account I simply want to talk to a company that is holding all my retirement savings but am completely unable to do so

Posted by voyasucks


I was experiencing issues getting into my account, when I tried to reset my password, it was telling me it couldn't find my account. I called customer service and the first rep, Bailey, was very rude and not at all helpful. After trying to reset my password for me, to no avail, she said there wasn't anything else she could do and me being confused, I asked her if she could transfer me to someone else that might know, and she hung up on me. The second rep was much kinder but ended up hanging up on me too before I could even confirm I've gotten into my account.

Posted by Mthomas785


The absolute worst financial institution I have ever worked with. They were so bad, we got another broker and wanted to transfer our account...we have been trying since DECEMBER! The first two calls said we had to go online..we did...no forms no direction. The 3 rd and 4th calls said the form to transfer wasn't online and had to be sent to us...they didn't send...we then got our new broker on the phone to try and resolve this...got the form...we have now sent it in7 7 777 times...faxed and mailed. Still claim they haven't gotten one but continually sends us the same form in the mail despite signatures from our delivery service and fax machines. AVOID AVOID

Posted by Aleva


Rude, poor grasp of english, poor spoken english. Acceptable in other fields of endeavor, not with MY money thank you. Mishandled my RMD. Penalties of 2k accrued. They refered me to plan administrator with, name, phone, fax and email. That company divested itself of my plan 2003!

Posted by DHertel


Horrible customer service! We submit forms for our retiree health reimbursement and get an immediate email thanking us, will be processed 3-5 business days and when we call after a week we can't understand anyone they can't understand us and they can't find anything. Fire them all! Disband the worthless company! Horrible!

Posted by Ametek Voya


Voya Financial was chosen by my former employer to administer the employees 401k plans in 2018. Apart from occasional difficulties logging in to their website, I had little cause for complaint.
I turned 72 in 2022 and now need to take Required Minimum Distributions from my account. For my first distribution, I had the option of taking it by December 31 of 2022 or delaying until no later than April 1 of 2023. There being no feature of the Voya website that deals with RMDs, I contacted an agent by phone in November to try to understand the process, and emphasize that I wanted my first withdrawal to be by December 31. The agent I spoke to did not sound very knowledgeable about the subject. I wanted to understand how the RMD would be subtracted from the different funds in my account so that I could select them to minimize taxes payable. She told me that the RMD would be subtracted equally from all of the funds, which did not make sense to me. As we finished the call, she told me that I would be receiving a package of information about the process in the next few weeks.
No package of information arrived and, anxious that the agent had not followed through to arrange the RMD, I phoned Voya on December 30 to make sure that it would happen.
As I feared, the RMD had not been taken but worse still, the agent told me that Voya had stopped processing RMDs for 2022 on December 29 and that my RMD would now be recorded against the 2023 tax year. I will now have two RMDs taken in the same tax year with probable negative consequences for the amount of tax I will pay.
Voya seems to pride itself on the quality of its customer service. It is misplaced.

Posted by Jess


I wanted to close my account because I quit My job first they tell me I need to ha my ID number so I have my number and now they say my job has to say the quit date then they will close its my account I opened it I should be able to close it anytime they just give people the run around

Posted by NewYorkApple1


A product such as supplemental Critical Illness insurance should be treated with an absolute impeccable customer service. Here you have a customer whom likely has received some of the most shocking news ever.
However, as being one of those customers, I've found better customer service at my local fast-food restaurant than at Voya Financial.
Upon filing a claim for recently diagnosed cancer, I've found Voya to be unresponsive in regards to my inquiries and questions. They've already missed one deadline date they had given themselves for completion of the initial review of my claim. Upon calling'customer service' to ask why, their answer was for me to fill out more forms that on their website are optional.
So much for relieving my stress at this already highly stressful time. Voya Financial customer (no)service has only added to it

Posted by Grieving Widow


My husband died from a heart attack and it has been extremely hard and stressful no thanks to Voya. I have a financial advisor who helped me with all the paperwork required to receive my husbands hard earned dollars. They immediately started in saying didn't receive appropriate paperwork, forms missing and my financial advisor resent numerous times. Then was told check was in the mail and guess what check never showed. Called to inquire and was told they would send it UPS, still no check three weeks later. Called again today and receive the same runaround they will reissue check and send out. This company would be deeply ashamed of how they treat there clients and family.

Posted by Queenvickie


I became a widow on June 30 2019, on July 11 my financial advisor came to my home. Told me my husbands net worth, all to me and said the money would come from VOYAby the time I came home from a trip on the 22July. VOYA told me as he did they put a check in the US Mail for over 300,000$ . Now folks in this day of efta, etc. Do you really think they put the check in the mail? I called VOYA and asked if they had ever gotten a check lost in the mail, the answer was NO. I FEEL SO LOST AND USED BY SCOTT AND STRINGFELLOW AND VOYA. Be very careful folks.

Posted by Anonymous


I have a 401K through VOYA, my former companies' choice. Upon leaving the company, I received a letter from Voya stating that I could roll over the account to another company or stay with Voya. Since my main 401k is with Fidelity I decided to roll it over. I have been trying for 2.5 months now to do that. When I call with my information I get a voicemail that says, "Due to planned provisions, your account is locked. Everytime I try to call VOYA for help, every representative tells me that if I call back in 60minutes, the account will be unlocked. this has gone on and on and on. Finally I was transferred to a manager named Matt. He was worse,tried the same answer as all the others and them finally said he'd fix it and call back in a few hours. That was a month ago and I've left numerous messages, even one saying that I would report them to the SEC. They have my money and won't let me have access to it. Not sure what I should do next.

Posted by yeahright


My company uses Voya to administer our 401(k) plan. Simply put, they are incompetent. They roll out changes without sufficient thought or testing, and are then unable to remedy the resultant catastrophe. Their website is clunky with a look and feel from the 1990's; moreover, it lacks certain fundamental functionalities that are common to the websites of other firms that actually know how to administer 401(k) plans. They do not communicate key procedures (e.g. - differences in accessing accounts via the web vs. the phone system) leaving their victims - oh, I mean customers - groping in the dark to figure these things out on their own. Their support personnel do not have information on even the most fundamental aspects relating to operation of 401(k) plans (e.g. - mapping existing funds from old choices to new choices when they make changes). However, what you will get from them year-over-year is a mailbox full of useless hardcopy information printed on beautiful high quality, expensive, cardstock media - throw it away....it says nothing. If, as a company, you care about your employees, steer clear of Voya for 401(k) administration.

Posted by BenT


Voya has terrible customer service, especially when trying to get your money out. They will stall, stall and lie, lie, lie. Warning--stay far away from this company.

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