Empower Retirement
Reviews and Complaints

They are a horrid company to work with. I am so disappointed we have them at my company. While doing a withdrawl, every day for weeks around noon, they email me to call them. The attached photo shows the hold times. Over 1 hour. Instead of picking up the phone for 3 minutes, to say we need this document. They email you and state to call them, then you wait on hold. They tell you what to send, the next day, you get an email telling you to call again. Then they tell you they forgot you need to make sure the document has something else on it. Been stuck in this repetitive loop for over a week. They could have had this done in 30 minutes, but instead they push you to the end or the line each time for the most minor thing. They do all they can to prevent you from getting your money, when your already in need and not in a good place. I would never recommend them to even somebody I hate. It's like some sort of weird torche. EMPLOYERS, PLEASE DON'T DO THIS TO YOUR EMPLOYEES.

Seems like the common complaint. They make it extremely difficult to set up a simple monthly withdraw. Numerous forms - which they have you upload several times. They are not withholding enough federal and state taxes. I competed the forms for additional tax withholding and they still can’t get it right. Ten days now and they haven’t set up my withdraw. They also insist on sending a check even though I linked my bank account for transfer.

Let’s cut straight to the punch line. Empower is the worst retirement plan manager I have worked with. I say this after interacting with several 401K firms during my 35+ year career.

My goals for today’s contact were simple – get a question answered about a transaction and initiate a 401K rollover. It took conversations with at least five people and 50 minutes on the phone to get the job done. I spent most of this time on hold, waiting to speak with yet another person who could supposedly help me.

Employees cannot pick their company’s 401K plan administrator. So, I offer condolences to anyone who gets stuck with Empower.

But for those who can choose – I advise you to run fast if someone suggests you take your hard-earned money to Empower.

Based on the other negative reviews, I wasn't sure about trying out this app. Well, I'm glad I did!

Within literally 60 seconds of trying this out, I knew what my company match was and that for two years of working for this company I haven't been getting the full match (who knew?) So I increased my savings election and also set up my beneficiary. I also thought I did that with my employer when I joined two years ago but I guess not.

I never logged into the website for my 401(k) for any employer before because I never knew my username and login. Now it's super easy and I find myself checking occasionally to see what I'm on track to receive monthly in retirement.

For the people who couldn't log in...not sure why? Wondering if you can call Empower to ask? Maybe your address or personal info needs updated with Empower or your employer so it recognizes you?

The login process is lacking. No ‘Forgot my Password’ or ‘Forgot my Username’ links. You have to get to them indirectly. Once I got my username, I had to go back and re-verify myself just to try to get to the point where I could reset my password — why didn’t the app allow me to select ‘a ‘Forgot my Password’ once I got my username rather than forcing me to re-enter my SSN/Zip/LName/DOB a 2nd time. It was at that point that the app determined that I exceeded the number of failed login attempt BUT I WAS USING THEIR WIZARD AND TRYING TO FIND A ‘Forgot my Password’ LINK. Now locked out for 24 hours. Empower use to have a web-based site and that worked fine. Can’t wait to actually get into the App and see how things have changed (that was sarcasm for those that didn’t recognize it). (Which BTW now I won’t be able to access Empower via my laptop but have to use my cellphone since App is the only option.)

I had daily logged-in web site and viewed daily balance until Sept 7th 2017. After that date, there was log-in error and reset the password according to instruction in Help menu. It was fine for one time only. When log-out and try to log-in again, the Error happened again. The next day, I called Empower representative and he gave me temporary password which was successful used for log-in in desktop PC web browser and reset the new password. It was fine for one time only again. After log-out and log-in with recently used password in PC web site, the Error came out. When I tried that password to log-in Empower mobile app. in iPhone, the Error came out. I thought I might be First time user for that mobile app. and Register was required. So, I followed the steps by entering data requested by that app. After Security Code was enter and make new password, the log-in Error showed again. Therefore, your web site and mobile application must be fixed for such problem.

If I could rate this app with zero stars I would. For one I’m trying to login but everytime I login I have to go through the process of finding my account, which I think is very ridiculous if I saved my device on the app. For two before the app attempts to find your account it has to send a security code to your phone. The part I’m most upset about is I’ve waited 10 minutes for this code and I never got it. I pressed the resend button to send me another code and still I didn’t get it, so now I’m waiting for three codes to come to my phone which still haven’t came. It’s the right number because it sent me numerous texts about my account being updated the first time I setup this account, which I opted out of the notifications because it’s annoying. Whomever made this app really should rethink it because this makes absolutely no sense that I have to go through the find my account process everytime I login. I hope my next employer does not use empower retirement for the 401K.

I tried to register in the app, and the username creation is broken. “Username field length is greater than the allowable maximum”. I tried an 11 char. username (9 letters, 2 digits…and who requires a number in a username, anyway?), and a 6 char. one with four letters and 2 numbers and got the same error. I also tried various passwords with the above usernames, in case it was just displaying the wrong error message. So, no username of a reasonable length will allow me to register using the app, and it’s made all the more frustrating by the password fields clearing themselves everytime you tap them. I don’t know why it’s always financial institutions with the shoddiest credential requirements and login experiences. The app might be fine if you already have a login created, but I’m too annoyed to try registering on my desktop today. Maybe next week.
On a positive note, the listed password requirements allow up to 64 characters, which is better than a lot of banks, etc. that ask for a “secure” password of up to 10 characters….good job, i guess.

You have effectively locked me out of my retirement account data. I am not going to spend $1000 for a new phone and you won’t let me use a earlier software version. Great work on your behalf. I only needed the data for my taxes. I feel safer now that you have encryption safeguards for my account. Issues not addressed. Please fix. I just finished the latest update of my psi on 4/1. 14 days before tax day. Makes no difference. I know that you are sorry for any inconvenience this might have caused me. Send me a new phone as a token of your sorrow. 4/5 still no fix. No way to access my account. 4/11 no repair no way to access my account. Taxes 6 days away. Nobody cares. My review will be deleted with one stroke. 4/18. Thanks for your timely support of my update Please send me a phone with an updated operating system to show me your sorrow for the inconvenience you HAVE caused me. You have STILL not addressed the problem. Thanks for fixing the problem with this software. I am left with two choices since I don’t have the current operating system. Buy a new phone for $1,000 or your most generous offer of pounding sand. This presents a great problem since I have lots of time to pound sand.

I submitted my request for Five Thousand Dollars and I marvel at the App pictures, data and how it was all plus you Charging me $30 to expedite my money all the way around the world even saying it was routed thru Mexico and On Unites Parcel Service, I have used t two tanks of gas to go from one UPS store to another and this is for the last five days , and you was suppose to have it in my hands 1-2 days. , you and whoever else stole $5,000.00 from me and ai will report you somehow you will pay by law.Where’ s my money , you need to make it on by my job to give me $5,000.00
I have earn, and call the Company as well.I have not seen such pitiful display of Abusing Senior Citizens in my life.Tears are in my eyes of how incompetent you are and who ever else I can sue by law including the Company , I will.
Where is my money, you better put Empower out there in the street to go to every UPS location and get my money to me by 1:00p.m
Today.Howbb B in the World did you send, and show in the World did you send a paper check out to UPS , and they got Hundreds of hubs that operate 1 million package-19 daily , you need to get me my money today, and not make me run back and forth trying to find it, pitiful display of incompetence.You are causing undue stress and emotional damage and you make my brain hurt.

We were beneficiaries on our son’s 401k so the funds were rolled over into accounts for both my husband and I. Never received communication on setting up an account so I had to inquire myself. I tried to set up my account first and had difficulties which required me to call in. I was never given a pin. Was on hold forever, then got transferred twice. Was going to be transferred again and ended up on hold asking the same info I had already given as if I was a brand new call. Gave all the info again, got another new person, had to explain why I was calling for the 3rd time, was transferred again and ended up getting caught in the automated loop again. Ended up being on the phone for over an hour. Finally got it set up.
Then we thought we had my husbands account set up only to attempt to get into it today and got an error message. Again was on hold back and forth for about 45 minutes and finally got his to work. My husband never did receive the account transfer confirmation that I received. Was told our request would take at least 10 days. Was going to print a custom statement through the app, but it doesn’t show an account name on the report. We need a report for home equity loan purposes, so it’s vital the report contain our name. Asked to be sent a statement and was told I’d need to mail in a request with specifics on what we needed and it would take about 17 days.
While on hold, the jingle that is played over and over gets very annoying and is way to loud and poor quality. So far I’m not impressed with Empower. Only thing you’ve got going so far is the employees who have attempted to give customer service. They are friendly, polite but can only produce what you’re system is capable of which appears to be very little.

First: I have no affiliation with Empower or the app developers. I am just a customer because my employer's 401K plans are with Empower.

This is a good app but I almost didn't even try this app because of the negative reviews stating it was "useless." Several reviewers stated that they couldn't view balances, transactions, rate of return, or make changes. Several asked if they were missing something. I am guessing that they may have indeed missed something. I am very happy that I tried it because it is very useful to me.

The app has a clean interface with an easy login process that uses Touch ID and most of the features you will want with two possible exceptions. I hope Empower adds the two "missing" features. When they do, this will be a 5-star app.

As it is, this app has a nice retirement planning overview; portfolio (account) balance as well as individual fund balances; rate of return of your portfolio with presets for 6 months, 1 year, 2 years, 3 years, and a custom date range; and the capability to view and change your contributions.

The only two "missing" features are views of transactions and rates of return of individual funds in your portfolio.

At initial login, you see several intro screens. There is an X in the upper left corner for closing these initial screens. Just close them. Once you do, you will be viewing an overview of your account that is similar to the overview that you see when you log onto the web site. In the upper left corner is a "hamburger button" navigation icon (a small square made by three closely stacked parallel horizontal lines). That's where you will find the various features of this app.

Note: to use Touch ID, you must enable it in your profile, which you can access from the above-mentioned hamburger button.

A couple months ago I tried accessing my account. It prompted me to merge accounts so I did. Since then I have not been able access my account. I tried using the support number several times to resolve the issue. I've spent a lot of time on the phone with no resolution. No one can seem to correct the issue at your company. I contacted my 401k person and they were not able to help. I would like to access my account, that's all I want... Frustrated for sure

Since August, I have been attempting to roll over my funds, from Empower to another financial institution. To say I have been met with unprofessional, incompetent representatives at Empower is an understatement. I have made numerous calls to Empower and have spoken to nearly a dozen representatives. I have been given the wrong form, been given wrong information and have been hung up on. One representative actually told me “because no one here wants to do their jobs, so they transfer the call.” I finally asked to speak with a manager. I was told a manager would call me back the next morning. I was placed on hold while they “updated my file.” After 10 minutes on hold, I disconnected the call. I never did receive a call from a manager. Twice I had my other financial company on the phone with me. Here it is mid October and no information as to when I can receive my withdrawal.

My company switched from Transamerica to empower this year. I had a loan back in 2017. Went into default because of health issues. With Transamerica I was still able to get a 2nd loan, even with the defaulted loan. Never a issue. Just paid the loan off 8-3-2023. I tried to get a loan with empower since my company switched. They tell me I have to pay the defaulted loan off. Now mind you when I tried to pay it off when we was with Transamerica the lady said I couldn't, because it was written off as income. Per IRS regulations. But now all of a sudden empower telling me I have to pay the loan off. They will not even give me a second loan, which the plan allows 2 loans. Not only that. Whenever I requested a hardship withdrawal with Transamerica. I was never charged a administrative fee. I requested a hardship loan with empower they charged me $130.00 of my money for the withdrawal. So instead of receiving $500 I received $370. This is wrong on so many levels. Times is hard and this company is keeping our money and charging outrageous fees on our money... I'm going to look into trying to get away from this company. To me they are thieves. It's not right and the customer service suck, the website is trash. I'm so pissed off. I'm looking to withdraw whatever money I have with them. I even lowered my contribution %. I'm not putting much of anything in there with this fraudulent company.

Good afternoon,

I left my job at atrium health and called empower to move my 401K funds to an IRA. I also requested a portion of my funds be sent directly to me so that I could undergo a surgical procedure involving painful fibroids. The person who assisted me with this initially did not tell me that I had the option to expedite my funds & have a tracking number, he only told me it would take 5 days. The website also says it would take 5 days. Theirs is nothing stating anything longer than that so clearly I’ve been give false information. I received the funds to add to the IRA but have not received the other check and it has been 13 days. I called back last week spoke to Racquel who said that the funds were sent on June 1st and it takes

7-12 days to receive the funds and if I cancelled the check and had it reissued it could NOT be expedited and I would have to wait another 7-12 days. Again, today makes 13 days. I called yet again yesterday and was told by Ricardo that if I cancelled the check and had it reissued it would take 5 days to process and another 2 days for it to be sent. I have had to cancel my surgery 3 times since all of this and it all began with the first person to assist me who was dishonest and did not give me all my options for receiving my funds. I am in severe pain everyday awaiting this surgery. This was part of the reason I had to leave my job, many days I could not work.Everyone I called has told me something different and I am fed up. I will also be filing a complaint with BBB. This is unacceptable and unprofessional.

I’ve been receiving mail from empower for the past 2 weeks and my check still has not been amongst it. I know you all have the correct address on file since I’ve been receiving everything else.

It makes me think something else or someone else has purposely delayed me receiving these funds because I am no longer using your services after 15 years.

I have a right to move my money and do as I please with it. I am very upset and have been put in a bad position with my health because of all this.

Below are the screenshots of the info online stating when the funds were sent out and how long it would take.

Dates of reference 05/30/23- first call

June 12th second call

June 20th 3rd call

I was forced to update the app and then after finishing it now crashes when I try to open it. I am on OS version 13.3 and tried closing out of the app and restarting my phone to fix it

With each “update”, more features are removed from the app (notably, levers in the retirement calculator), with a note that they’re available on the web site. Amazing steps backward...

YTD Return doesn’t work within and the app and it would be great if charts are added similar to the personal capital app. With the acquisition, empower should take a lot of the UI integrated into personal capital and implement it in this app.

I just want to know if the invests I made are making me money. You don't even have a simple function like this... I don't care about total. I want to know each and every specific one I invested in. Is that so difficult or are you hiding something?

Good app, bad company. I wouldn’t recommend this company to nobody. There are super efficient to get your money but to give it back it’s a whole different history.
I have been waiting for my withdrawal for months and every time is something new. A

The app is incredibly limited compared to similar apps from Fidelity and others. Logging in is always an adventure and the fingerprint feature is advertised but will not activate no matter how much I try or reps try. It shouldn’t be this user-unfriendly!

This is the new site for our Retirement Plan from employer.
The old site is much easier to read, understand and forecast.
This one is vague and missing critical information regarding investments and What they are actually built on.
Please work to make like the old site.

As has occurred several times in the past following an update, the app is inaccessible. Ironic when an update that “includes app crash fixes” CRASHES the app! Empower has improved over the years, but their developers attention to detail & quality control clearly has not. Get it together folks!

Update: app still opens to Retirement page. Should open to Account Overview. Also, no cost basis.

Account Overview should be the first screen I seen upon login. I don’t want to see the retirement income every time. This is a big design flaw in my opinion. Give us the option on what page we see when we log in.

I have this app because my companies 401k is with Empower Retirement. I have both Charles Schwab and Wells Fargo apps and they are easier to us than this. This app does not let you manage your funds, at least from what I can find. Also, I could not find gain/loss on balances for specific funds in your account.

Your last update about a day ago made the dashboard disappear. That was one of your best app features. Bring that back so I can update your rating.

Also, make it so I can link outside retirement accounts to my profile. I don’t want to have to manually update my external IRA and Roth accounts. I will, but I don’t think it’s necessary.

App is a quick snapshot of your account. Recents update resulted in inability to access app with fingerprint or user name and password. Previous update resulted in inability to change what was used (401, social security, etc.) to calculate estimated retirement at a specific age of retirement. Needs some major screening prior to app updates.

I used to like the Empower app, but it seems increasingly, features are being removed with each update. Now we are being expected to go to the website. It defies logic in such a high tech environment, that Empower would make an app update that removes features that are popular and useful.

I’m considering moving my money to Fidelity because they just have better tools and a better app.

When you don’t have a choice, like choosing your 401K provider, you end up with subpar products and services. Case in point: the empower retirement account that does not sync with any financial software, does not even list number of shares for your mutual fund investment, and does not clearly separate out your deposits vs market changes, does not present your growth or lost clearly. Much worse than Fidelity or Vanguard or ETrade offerings.