Mutual of America Financial Group
Reviews and Complaints

3rd complaint on this board. After written request three times to close my account with Mutual of America plan number 908452 United Way. I STILL have not received a check. I have called three times, and a supervisor, named Daniel said she would help me. She never called me back. The check was mailed 11/6/2023 and was never received. At this point, I have left a bad review on BBB, among several other people who have had same issues, and YELP, which again this is a common problem with MOA. I had no idea an amount of $770.40 would be impossible to pay out, since it is my money I put into the account. Diana Marie Copelin date of birth 05/25/1969 Plan # 908452 United Way of Metropolitan Nashville, Inc. Address is 125 Baylee Court, White House, TN 37188 phone [protected] email [protected]@yahoo.com

I was terminated August 3, 2023 from United Way of Metropolitan Nashville, Plan #908452. I still have not received my withdrawal from my account. Total amount left was $963.00. I elected to deduct for federal income taxes so net amount is $770.40. It is November 14, 2023 and still have not received my money. Diana M. Copelin date of birth 05/25/1969 address is 125 Baylee Ct, White House, TN 37188 phone number is [protected] and last four of social security number is 3876. My email is [protected]@yahoo.com, it is no longer diana.[protected]@unitedwaygn.org as I was terminated.

My wife died in December 2022. March 10, 2023 I called to close her account and was told it would be 4-6 weeks. On June 9, 2023, a full 12 weeks later and twice the time I was told I would hear back, I was told it would be "another couple of weeks". Today is June 28, 2023 and I called and was told that that office closes at 5pm. What do people on the west coast do? The person could not take a message for the other department or have someone who could help me call me back.

It's been 8 months. I've called every other day and spent a good amount on the phone waiting for customer service.

Is there anything you can do to help me please.

A Julia said 2wks. Ago she'd get back to me the next day and I haven't heard from her since.

This has been an awful experience and I'm absolutely disgusted with your service.

My wife passed and all I want is to roll it over in my name.

The paperwork has been done 7 months ago !

I'd appreciate you handling this asap.

George Brendel

My wife's name was Nellie Brendel

[protected]@yahoo.com

[protected]

In November of last year I started the process of withdrawing funds from my 457b account. I have called them every two weeks from that date and each time I get promises of call backs about why I have not been able to get these funds into my checking account. I’m retired and the funds are sorely needed. Each call ends with a promise that the paperwork is in process or that the agent I’m speaking to will get ahold of someone higher in administration and will call back in 24 hours. It has been 7 months with no end in sight.

I would like this company to fulfill its fiduciary responsibility and pay me the benefit to which I am entitled as a designated beneficiary of my cousin, Alan Kotz's closed Flexible Premium Annuity account. This should be nothing more than a simple digital deposit to my checking account. MOA has my banking information. I am entitled to a benefit approximately valued at $129,832.00 plus accumulated interest. All information concerning this claim can be found in the following : Alan Kotz FPA Claim # 115966, Policy #: 012272. This process has now been dragging on since December 6th,2022 with no acceptable information or communication from Mutual of America. Calls to MOA at [protected] have resulted in no answer or being put on hold for hours at a time. I consider this lack of customer service to be entirely unacceptable! I am now considering the possibility of legal recourse against this company. MOA's customer support is absolutely atrocious and largely non-existent!

FPA Claim # 115966, Policy #: 012272

I have been trying to withdraw my *** funds that I invested with Mutual of America Financial Group for two months now and have yet to receive them. I have spent countless hours on hold trying to speak to a representative, eventually hanging up as my phone went dead. I finally got through to a rep on 8/23/22 who asked me to send in more paperwork. I did and sent it by certified mail on 8/24/22. By 9/13/22, I still didnt receive my check in the mail so I blocked an entire day out as I was determined to reach someone regarding my funds. I finally was able to get ahold of someone who had checked and said that all of my paperwork was received and processed. He then sent an urgent request to the processing center and told me that I would hear from someone in 24 to 72 hours. I never received the call. We are talking about a couple of hundred dollars here. Its not much but, being retired, I really need the money. There is no local office here in ***,*** that can deal with my issue as the withdrawal center is located in ***. This is customer service at its worst. I have no other resources to get my money from them. I am extremely frustrated and need my money asap. I am hoping you can help.Thank you.

I emailed a withdrawal request on August 20 to Mutual of America consisting of 100% of my balance in the Equity Index Portfolio (roughly $71,000 now), with that liquidated dollar amount to be sent to my bank via an Electronic Funds Transfer. My request has not been fulfilled yet, nor have they reached out to me regarding the request. The monies are still in my account as of this AM. In past years, and even in April this year, similar withdrawal requests were processed the day of receipt. As you know from other recent complaints regarding Mutual of America, reaching Mutual of America has been extremely difficult recently, though they do allow a callback feature on their Withdrawal *** (***) phone line. Via this feature I have reached the *** department various times regarding this request, but none were productive. Several Mutual of America representatives have said everything looks proper in the withdrawal request, so that isn't the issue. Will I get my money? How long will it be? What is really going on at Mutual of America? I don't know. I request your assistance in getting this withdrawal processed promptly (which "Finish the job" below is meant to mean). Thank you.

I filed forms for my retirement account be rolled over to another financial institution on 9/2/22. I had followed their reps instructions to fill out forms and return in pdf format. I called approximately 10 days later because they didnt acknowledge receipt of my request. I was told it had been received and there was a two week lead time for processing. Not hearing anything I called back at the end of September and was told I needed to send another form with a hard signature and did so immediately by postal service. When I called again on 10/10 I was told it was approved and the check was to be cut on Friday 10/11 and would be mailed early the next week. I called again on Wednesday 10/26 and after 45minutes on hold was told that it was approved but not released. The man wouldnt put me through to anyone with authority but he could have a team leader call me back in 24 to 48 hours. I requested that he make a note to team leader about needing a callback sooner because of the size of my rollover of excess of $350,000 at the value in September when first requested. He refused to get in the middle of it. I am retired, living on social security and need my money. Mutual of America has violated a sacred trust with their unethical practices. I want my money and feel it should reflect the value prior to the recent drop in the market. Can you help?

I am a member of Mutual of America. I began the withdrawal process due to me recently being diagnosed with cancer. I requested a withdrawal of my funds to assist with my medical transportation, medicine, and my bills. I began the process on 6/2/2022. I was sent documents to complete. I was assisted with completing documentation. There were some things incorrect, so I fixed them and sent it back on 6/14/22. I called to check on the process on a regular after 6/22/2022. I was told on 6/22/2022, that I should have received the funds EFT on 6/22/22. After further research I was told the person entered the bank information in correct. So, I was like everyone makes mistakes. I was told they will make the adjustments. I was told they were going to mail a check then they state they are going to send it EFT. As of today 7/12/22, I have not received anything. Even though I have called several times. The last agent i spoke with could not state if it was mailed or EFT. I just need my request filled. They state there hours are from 9-5. However, I have called and been told someone will return my call on one instance I did not receive a return call. All calls are supposed to be recorded. Please listen to them and yes one call I was very angry as they don't understand what I am facing medically. Today is 7/12/22 and still nothing. PLEASE HELP ME. Thank you

On August 31st 2022 I had lost my job. I submitted a withdrawal request for a partial withdrawal from my 401K wiith MOA. After 2 weeks of hearing nothing and many times put on hold for hours I finally got through. The person who answered looked at my file and said it was rejected and she did not know why and that she would get someone to get back to me. This was September 8th. On September 10th I got a call back saying since my last paycheck has not been released I was still an active employee. Ok...finally an answer. So after talking to my employer they said they would send in the termination date to MOA. Again I submitted the withdrawal request on September 28th only this time for the full amount in my 401K due to the terrible customer service. Along with this withdrawal request I wanted a return email letting me know that the request was received. I did receive a return email that said if they didn't need any further information that the request would be approved in 5 days with another 5 days to get the funds transferred into my account. I waited the stated time and no funds and no information on when it would take place. On October 17th after hearing nothing again I sent an email asking for information. On October 18th I was sent back an email saying that they would be reviewing my request shortly. So in 2 months time they have not even reviewed my request. The case number is ***.

To whom it may concern:I have been trying to have assistance re-setting my online account with Mutual of America since 11/30/22. I have made multiple attempts to contact Mutual of America via their contact information listed online; I also tried to call the number listed on the business card I was given for the representative that is assigned to aid the business where I work, and it directs me back to the 800 number for customer service. I called several times Wednesday 11/30/22 and was accused by a customer service representative of not having an account with Mutual of America (his name is ***). I called again on 12/1/22 and was on hold for almost three hours before being informed that the specialist I was speaking to did not have the rights to reset my online account. I was given a number to call for help (the same 800 customer service number I had been on hold with for three hours already). This specialist did say a request for help resetting my online account would be given to the administration and they will call you today or tomorrow to assist you. I have still not received a call from Mutual of America to assist me. When I called the 800 customer service number just now, I got a busy signal. The online portal is the only access I have to my retirement account information. And it is especially concerning to me that I am unable to get any help with a seemingly simple task. Any help would be greatly appreciated. Attached are my phone records for reference.

On September 29, I initiated a 401K rollover from Fidelity to Mutual of America. The rollover check was mailed on October 14, to Mutual of America's address. Fidelity has confirmed that the check cleared and was deposited into an account on October 25. Since then, I have not received any benefits statements or communications regarding this account. Upon contacting Mutual of America for a time-sensitive withdrawal, they had no record of my account. After some investigation, they located the check, shared an image with me, and mentioned they would use the old signed forms to apply it to the account, advising that I would be contacted if new forms were needed. However, after a week without follow-up, Mutual of America informed me that they returned the check to Fidelity on November 1, 2022. Fidelity, on the other hand, has no record of receiving this returned check, only of the one they originally sent on October 14. Repeated attempts to contact Mutual of America have resulted in being directed to voicemail, and my inquiries via email have gone unanswered. I am concerned that they may have misplaced or misused my retirement funds. This situation is distressing, especially since I urgently need to access my funds. Their lack of response and transparency has left me without information on the whereabouts of my money, leading me to advise others to be cautious when entrusting them with their finances.

I would like to file a complaint on Mutual of America (MOA)In July 2022, I called MOA to request a withdrawal form to obtain the required minimum distribution (***) from my *** for 2022. During that call I asked the representative if I could designate the amount of federal and state withholding for the withdrawal. I was told I could designate the amount of withholding for federal and state and that there was no maximum amount. I received the form and on August 8,2022 I mailed the form to MOA designating 30% withholding for federal and 20% for the ***. I also designated that I wanted 100% of the *** funds to be withdrawn from one of the accounts in my *** as allowed on the withdrawal form. On August 29 2022, I received an electronic transfer to my checking account. It was the correct total amount for the *** but only 10% was withheld for federal and no withholding for state. The funds were also withdrawn from all 3 accounts in my *** rather than 100% being withdrawn from the account I had designated. Over the past 10 weeks I have called MOA nine times. Each time I was on hold anywhere from 1 hour to 2 hrs 40 min. Each time I talked to a different representative and was told I would receive a return call within *** hours. All nine times I have never received a return call. I have been told that this issue will need to be corrected before the end of this year. After working on this issue for 10 weeks without any progress, I am concerned that the error will not be corrected in the 7 weeks remaining until the end of this year. I find it unacceptable for MOA to not be responsive in correcting their error within 17 weeks.

On August 13th I submitted an email withdrawal request with appropriate forms and submitted in accordance with agent instructions. I heard nothing for over a week. I called back and was told my email wasn't on file and thus it wouldn't be accepted so I mailed the executed forms. I heard nothing for 3 weeks. I called back the third week of September and someone told me the system showed approved and a check being cut was approved on 9/14. The agent also saw the account was still active and escalated it telling me to call back if no change. 3 days later I did call back and was advised I was told wrong and it wasn't approved. They proceeded to say they didn't have my mailed in forms. I had several conversations after the following week and was instructed to send them electronically again. I did as asked then was told I needed to include all forms even those not executed. I did this and still had one more correction to make after calling almost daily. For almost two months this was a complete mess with incorrect information on their side with the approval on 9/14. On 10/5 I got verbal confirmation they were expediting my resubmitted forms given the error on their end of the false approval. It's now 10 business days later and nothing. I called last week again and was told they would escalate and call me back on an ETA. They have not followed their own procedure or timelines and effectively are not settling my account with my funds in it. Due to market losses over this wrongful delay the withdrawal amount will be almost 500+ less than it should have been. I'm on hold again today for an hour waiting for answers while nothing has still happened.

I submitted my withdrawal on August 26, 2022, and had a discussion with the male representative, but I heard nothing in return from MOA, I called them again on September 6, 2022, and spoke with a female and she said there were no comments on the record about the first withdrawal product reports that were changed from prior and resubmitted my paperwork, once again for the third time, I called and spoke with a representative who suggested that I pull the papers from the years, I completed the form and emailed them back to WPC THE SAME NIGHT, I heard nothing from the company after as of September 13, 2022, I called and spoke with a female who advised me that the paperwork was received and being process by reviewers, I asked her when was the request going to processed, she commented that it would take, her comment was so many people are requesting their funds and things are backed up, and she didn't say when it would be deposit into my account.This is unacceptable, the request is due to you within 2-3 days of the request. As of today September 16, 2022, no response from them, no one answers the phone, and the direction for a call back was never processed for you to leave your phone number for a return call, the message machine comes on that there are many ahead of you or there are 6 calls but no one ever answers. I filed a complaint with the division in MOA about the unprofessional manner of the lack of communication, the returned response in writing was the representatives will call you to train you on the website, but that was not my problem, so the complaint was never acknowledged and no one called.I remain for three weeks without the funds as of September 16, 2022.

I retired from my position on Aging 4/29/2022. I contacted Mutual Of America in August to proceed with my Pension payout and my 403-B contributions. It took several weeks, but I am now receiving the 403-B monthly payment. However, I am facing issues with having the Pension rolled over to another company. After numerous calls, waiting on hold, and receiving incorrect forms, I finally got the right forms, notarized them, and mailed them on 10-28-2022. I called the office on 11-14-2022 to confirm they received my documents. After being transferred multiple times, an employee confirmed receipt but couldn't specify when the rollover would be processed, estimating 2-4 weeks from receipt without knowing the exact date of receipt. I then emailed my employer to express my frustration and anxiety over this process. They reached out to the company and a representative from the office, who on 11-16-2022 said he would check on it and get back to me by 11/18/22. The representative called at 8:00 a.m. on Monday 11/21/2022, after I had left him a message on Friday. I missed his call but returned it within 10 minutes, leaving a message without receiving a callback since. Currently, I am on hold trying to get through to someone. An employee answered but couldn't confirm any information and transferred me to the 'rollover department' without providing a direct number. My customer ID with M.O.A. is confidential. The representative's contact number is also confidential. I just need them to transfer the funds to the company listed on the mailed documents, so I can start receiving payments.

I changed jobs and wanted to rollover my 403(b) from Mutual of America (MoA) into my new employers 401(k) account. MoA mailed me the form to request a withdrawal/rollover. However, the form said not to complete without instructions, which were not included. I called mutual of america and spoke with a representative on 5/25/2022 who walked me through the form. I asked about the address requested on my form which was about my new financial institution and where the money would be rolled to. I asked about having the check sent to my home and needing to make sure the address was correct. I was instructed that Mutual of America needed the financial institutions physical address in this location. I also asked about the documents my new financial institution requested, a copy of Letter of Qualification or Determination or Distribution Statement. On On July 1, my new financial institution mailed me the check and original paperwork they received from MoA stating they were unable to deposit my check because MoA did not include required documents. I have tried calling MoA multiple times. I was on hold for 1 hr one day before I was able to request a call back. When I the MoA rep called me back on 7/27/2022, I was informed I needed to talk to the regional office because the withdrawals department completed my request per the form. I was transferred to the regional office and on hold for 30 minutes with no option for a call back. I called back that same day and was on hold for over an hour and again no option for a call back. I need to complete this rollover by August 27 or I will be out of compliance with the *** I have tried emailing MoA at the email address from which the forms were sent with no reply. I have no other way to contact them and I cannot keep taking time away from work to sit on hold.