Empower - Greenwood Village, Colorado

Joseph D.

I left my company a few months ago and received a mail notification about money in my 401(k) after changing my address and phone number to a new state. Following the instructions, I tried accessing my account online but needed a PIN, which would be sent to my old phone number. I contacted the company and explained that I could verify my identity with my social security card, license, and other documents. However, they insisted I mail a form to update my address, which I did, but after two months, I received no PIN.

When I followed up, they claimed my information was no longer in the system, although I had the initial letter with all relevant details. They advised contacting my former employer to update my information. Despite doing so and confirming updates, the company sent a live check to my old address, knowing I had moved, resulting in receiving just over $100 from an expected $600 due to fees.

The customer service was unprofessional and elusive, providing inconsistent information. When I asked about the reduced amount, they were unable to provide a clear breakdown or answer why the check was sent without my permission. I’m relieved not to work with my former company anymore, and I'm equally glad not to deal with this retirement management company due to their unprofessionalism and difficulties in handling basic tasks concerning my personal finances.

Rick K.

This company should really be embarrassed by the lack of accountability and professionalism of their staff. I recently rolled my 401K into IRA accounts and it was a complete nightmare. The financial advisor lacked basic knowledge of how that transaction would occur and could not even explain how the process would work. In addition, he was typically unavailable to take phone calls and return my calls. I'm not leaving my money with this company!

Todd M.

Yeah avoid this company at all costs. Trying to get my Dads 401k transferred to my mom after he passed away has been a nightmare. Jumped through all the hoops and hours of wait times and now they say we need to call his previous employer for permission to transfer and fill out more paperwork although she was the designated beneficiary. If your company uses them I highly recommend you request a change.

Nicole G.

If I could give negative stars I would. Communication is terrible. Lost my paperwork, changed a distribution date without any notification. I have been waiting a week for a call back from a "supervisor" re: a time sensitive matter re: my defined benefit pension, and no one is able to even connect me with someone who can speak to the issue. Will be discussing the poor customer service with my pension board and the City Commission that selects the pension manager. Big fail.

Kit C.

I would give negative stars if I could. Against all good security advice ... they immediately ask for your ENTIRE confidential info when you call them to prove your identity. And this is a fiduciary service company? Plus, the customer service is not well-informed. Employers, please do not use this company for your 401(k) services.

Krista S.

If I could give negative stars I would. For 2 months we've been requesting a withdrawal from our account. It's been returned multiple times supposedly by our banking institution. We have spoke to representative after representative including management and nothing changes. They give a generic answer to everything and try and pin the issue on the bank. It's not the bank because I've spoke with the bank multiple times. Your call is rerouted constantly and you spend hours on hold. Empower is not the company they claim to be.

Izzy

What is the point of cashing out a 401k when 3/4 of it goes to a "admin fee". Why spend all that time trying to build a retirement goal when it gets taken away? Please listen to these people's reviews and switch somewhere else.

H S.

Worst experience with 401K, if you’re unfortunate enough for your company to use them for 401K, you’re shit out of luck. They make up rules and do anything they can so you can’t withdraw or roll over the funds from their account. First the cheap outsources of the call center to the Philippines followed by a 40 min wait, then Richard and the “supervisor” RACHEL in their Colorado office using any excuse available to them to prevent you from withdrawing your funds. No wonder you have such poor reviews, no one should trust this organization with their funds.