Voya Retirement Insurance and Annuity Company

Complaint: [redacted] I am rejecting this response because there is no solution proposedThe letter I received from the business only indicates that with privacy regulations in effect, the business will be contacting me directly to resolve the claimTo date, I have received no direct correspondence regarding this matter from the business in questionThe claim continues to be unresolved, Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because there is no solution proposed. The letter I received from the business only indicates that with...

privacy regulations in effect, the business will be contacting me directly to resolve the claim. To date, I have received no direct correspondence regarding this matter from the business in question. The claim continues to be unresolved,.
Sincerely,
[redacted]

Review: I asked to close my account and withdraw all the funds in it by completing paperwork with another company where I was asking that the funds be transferred. Voya asked me to complete their paperwork in addition. When this was done, they contacted my previous employer who had originated the account to get their permission to transfer my funds. Despite two phone calls to Voya to request their account closing paperwork, they never bothered to inform me that a $20 account closing fee would be applied. I called on four occasions to clarify the Service Fee of $20 that was listed on my final statement. Alex was the first to help me. He said he would have to pull the 30 and 31 July call logs to see if the fee were mentioned. I called back on the day by which he told me this would be completed and spoke to Colin. Colin said that Alex had initiated a return call request, but what was needed was a Research Request. Colin initiated that (#[redacted]). I called back on the day by which Colin informed me that the Research Request would be completed and spoke to Jessica. Jessica claimed that Research Request revealed that the $20 was appropriately charged. I explained that the issue was that at no point had I been informed of this, despite numerous contacts and opportunities for them to do so. If they really are the 2015 World's Most Ethical Company as they boldly claim, then they should have issued me a check right then and there. Jessica told me that the matter would be looked into. On my fourth call on the day by which Jessica told me this would be completed, I was given the runaround again. I asked to speak to a supervisor and explained my position. All he was willing to offer was that I could reverse the withdrawal and they could make me "whole again" and I could then make an informed decision. I gave him numerous reasons why this would be an unacceptable remedy. He kept repeating himself, acting as if it were reasonable. He refused to consider any other remedy as this was his final offer.Desired Settlement: I would like Voya to send me a check for $20 in refund of the Service Fee (account closing fee) that they failed to inform me about. Their process for closing the account was inefficient compared with all of the other retirement plan companies that I asked to close my account (I was consolidating several retirement instruments), and none of them even charged a fee to close my account. I should not have to pay a fee for Voya's inefficiency.

Business

Response:

Dear Ms. [redacted],

Please see the attached correspondence.

Sincerely,

Patricia A. G[redacted]

Senior Compliance Analyst

Consumer

Response:

Review: [redacted]

I am rejecting this response because there is no solution proposed. The letter I received from the business only indicates that with privacy regulations in effect, the business will be contacting me directly to resolve the claim. To date, I have received no direct correspondence regarding this matter from the business in question. The claim continues to be unresolved,.

Sincerely,

Business

Response:

Dear Ms. [redacted],

Please see the attached correspondence.

Sincerely,

Patricia A. G[redacted]

Senior Compliance Analyst

Consumer

Response:

Review: [redacted]

I am rejecting this response because to date the company has not contacted me. Therefore, the claim remains unresolved. The correspondence from the business in question did not indicate how long their internal investigation would take. However, this issue has been pending for a long time, at least two months, so it would seem that such a long period of investigation would be unwarranted. Again, the claim remains unresolved. Thank you

Sincerely,