alight Arvostelua 262

Worst customer service I ever experienced

Worst company out there been waiting 16 days for a HRA payment, keep getting the run around, different answers, so filing complaints to all the agencies that regulate them. They have been sued and investigated do not use them!

Stunningly incompetent. They can't answer basic retirement questions about medical coverage, access to pension and access to 401k funds to rolllover. I called 4x, get different answers each time, challenge those answers then get, "you're right." I get it. You are a vendor for many firms with different policies. Ever think of developing FAQs for the firms you service for your reps to use? Rhetorical question - apparently not!

Alight is unable to correct a simple error they acknowledge they made. Issue initiated in June. Issue still unresolved in Sept.

Note, they only respond via USPS, so when there's a problem you won't learn whether it was resolved or not for a week or more.

The site was not working. I was not able to get in on the mobile app, through the web on Mac and iPad. For at least a week the "virtual assistant" was not available. In total about 50 attempts to get in, password reset attempts, clearing cache, different browsers, four. Three phone calls to Alight. I don't know what type of service these individuals were tasked with or trained to do? All three calls I explained what was happening, not able to get into my online account that recognized me and would either email or text me a password reset link. Every attempt to reset the password was met with, NOT a your are locked out error, but missing information. About a week or so after the third call again explain all that I had done, cleared the cache, cleared browse history, closed browser, four browsers, mobile app, Mac and iPad, I got a letter USPS that instructed me to clear the cache in my browser. NO other mail. No invoice, nothing. After that remarkably I was able to get into the mobile app, but there was no information. None of the reps I spoke to, the mobile app none offered me how or where to pay the COBRA premium. In the middle of all of that I went to healthcare.gov, applied, was approved and had my card, plan number and coverage in about two weeks.

The WORST!!! They are the Spirit Airlines of Benefit Administrators!!!

No way to get a hold of ANYONE for assistance!!

You're on your own and if your company signed their employees up for this service, they don't value their employees very much!

It took me 3hours to get to a person that could answer a simple question. Alight's AI is so stupid and convoluted that I was 3 hours being sent to the wrong place and re-entering the same information 15 times with no results. The Ai simply ignors your answers to questions. You can call for a customer service rep 100 times and it will not put you through to a rep. After 3 hours, when I finally got to a real person it was the wrong department and, that wrong department could not transfer me to the right department so I had to start allover again, Alight's AI is the worst I have ever used! The worst! It is not designed to help anyone, it is designed to frustrate and confuse to get rid of you! Alight will brag about how they have cut down on calls or how they have handled millions of calls when in reality the vast majority of people have just given up. Alight's real objective is to have you give up!! If you live long enough to get a person and they need some piece of trivia to get the problem resolved, they will hang up and tell you they will call ypu back but they may or may not call. If you miss the call back you can no contact them again and have to do the whole AI thing again. These people ought to be charged for fraud because they stonewall thousands of customers every day. Impossible to be more inept, incompetent than they are. I would try to contact E/M directly with this feedback but Alight blocks everything. They will completely ignore this feedback. I will never get any feedback. The stonewall is in place! My name is Bruce Hamaker, 713 591 2829. Retired Exxon Mobil oil trader. Call me! I dare you!

on June 30, 2025 I requested my first withdrawl from a 401K that I have had for many years. I was told probably take 7 days to get the check. July 14, I called and asked where's my check, was told give the a couple of days. July 18, I called again said " $8000 was deducted from my account on June 30, so where is the money I have not received it and not in my 401k (someone is collecting interest on my funds)" so now the solution was that they would cancel the check and have the $$directly deposited in my checking account. OK. July 25, I called again "where's my money, has not shown up in my checking account" Now the response was the she would take the problem to the"back office and call me back". That was 9 am yesterday and did not get a call back. I am retired and planned on using the funds to buy a vehicle. YOUR SUGGESTIONS WELCOME, "0 stars"

I would give 0 stars if possible. I can upload documents to their site in 3 seconds but they will only respond to me via USPS so if there's a problem I don't know about it for 5 days. So then I upload another document and then there is no way to monitor the progress to see if the problem is resolved...and then 2 weeks later I get a response via the mail. Something that should take a few days has taken me a few months.

The user experience is the worst. This is tragic because they assist with extremely important benefits. Currently, my beneficiaries are receiving 0% of the insurance I'm paying for because I keep getting a code error, but there is no context or way to resolve it. Additionally, the automated phone system is frustrating and difficult to navigate, making it challenging to speak with a representative. Then the representative is unable to help. I just wasted an hour and a half of my life.

Y’all are straight-up TRASH.

I was told my one-time payment would be processed July 1st at 4 PM. It’s now past that, and guess what? No money. No pending. No proof. Just lies.

I bank with Chime, so don’t play with me talking about “3–5 business days.” If y’all had actually sent my payment, I’d already have it. That means YOU never sent it. Stop lying to people trying to survive off this. Y’all ain’t delayed — y’all are shady.

FRS says one thing, Alight says another, and the result is nobody knows sh*t, while I’m stuck broke waiting on a bag that’s MINE.

You had all damn day to process this and still couldn’t get it done. You’re wasting people’s time, disrespecting their reality, and pushing the blame on banks like we stupid.

This system is beyond broken — it’s disgusting. Y’all don’t care about nobody living check-to-check, and you act like saying “wait a few days” is acceptable after missing the deadline YOU set.

Fix your damn systems. Or stop promising people money you ain’t even processed.

This company is a joke and crap. You can’t do anything through your account. You always have to call and you get incompetent people who have no clue what they’re talking about. They just turn you in spiral and waste your time. For some reason, they have been unable to get me access to my online account for two months now. There is always something going wrong with my account and it is always locked and nobody seems to know how to fix the issue.

It's impossible to send them a message through their website or app as an enrolled member. The only way to contact them is by phone, which is incredibly inefficient and difficult. There is no way to reach a human without listening to several minutes of AI generated instructions and jumping through account verification hoops. And their business hours are limited so you can't reach them outside your own work hours. There should be an easy way to send them a secured message from their app or website when logged into your account. As other reviewers have said, they add layers of unnecessary steps and provide the worst customer experience of any benefits mangers I've ever had.

If I could give 0 stars, horrific experience, nobody seems to be able to answer any questions, so broken

If customer service is a sport alight would be the 1st grade little league at a school for handicap kids. Alight makes every transaction harder than it should be. Their app is unusable but they insist you use it constantly. Any action they can take to make life harder they do, from logging you out in the middle of a transaction after you entered 2/3 of your info to app crashing to hold times in the hours I have experienced it all with alight.

Unfortunately, I took out a loan against my thrift plan to get some home improvements done. I finally got the money together to repay the loan, waited the week to get the payoff letter, went to the bank to get a certified check, and mailed it to their (alight’s) provided address. I guess they received/processed the payment on May 1st, but did not update their app/website to acknowledge receipt of the payment, so I had to call to confirm that my money wasn’t floating around… called their customer service line and got a nice woman who stated that the payoff check would be processed on the last day of the month! So not only is another payment going to be taken out of my savings, but they get to hold my certified funds for a month!!! And not credit my loan balance. Unbelievable.

When I cancelled my COBRA coverage because I got a job, they messed up my effective date and I have now been dealing with them for 2mo continuing to deny coverage for an appointment during my coverage period. I have paid my bills. That is not an issue. These people keep making mistakes and do not complete their tasks. It's taken 2 weeks just to get them to call my insurance company and they keep messing that up too. I don't know what these people do all day.

I tried to report my Medicare enrollment to Alight and their website just listed it as an invalid date. I called and was told they don't accept a report of Medicare enrollment until after the start date and it will take them a month to process cancelling my coverage with my employer and I will have to continue to have premiums deducted from my paycheck until they do process it. I suspect that will be never.

Taking a leave is a nightmare. I tried taking a leave due to having emergency back surgery in March of 2024 and they approved it under FMLA but denied my benefits pay. Turns out, they were faxing the wrong doctor for information and put the blame on me despite the TWENTY SIX times I had to call them because my case worker refused to call me back. My CORRECT Dr ofc was faxing them my records with a fax cover sheet stating my name, their name, their ofc number and return fax number IN BOLD, so Alight was purposely negligent so they could deny my pay. I FINALLY got them to approve short term disability pay and they only approved it for 2 weeks even though my Dr stated 30 days was the MINIMUM time off work. When I finally spoke to my case worker she was nasty to me and said "I told you these types of procedures would only be approved for 2 weeks max". So you're going to go above a doctors requirements??? What is even the point in having a doctor submit requirements for leave with supporting clinical documentation if you're going to go by your own guidelines and not listen to the doctor?

Fast forward to this year (2025) and I'm needing a health leave and they keep dragging their feet. They will NOT review pay benefits until AFTER you start your leave. How does that make sense? Why wouldn't this all be figured out prior to taking it? My doctors office submitted everything IMMEDIATELY and they would say "well now we need this form". Anything faxed to them takes 1-2 business days to "process" and then another 2-5 business days to review. I have TWO different physicians attesting to my leave and they informed me that it had been too long since my last appointment with them (I saw them on 04/03 and my leave was 04/21) and said it had to be within 7 days of my leave start date. They want a 30 day notice for taking a leave but I have to have seen my Dr within 7 days of the leave? And they don't tell you ANY of this upfront, they wait until they've wasted more time. I had to go back to my Dr today and have them submit more documentation and again, it'll take 1-2 business days to process and 2-5 business days to review and make a decision. If they deny my pay, I will be out of ALL of my sick time and PTO for the year and it's only April - or- go without pay. Who can afford that, especially in this economy?! But the catch? I can't just go back to work if they deny pay, I have to have a return to work form completed by my Dr with a future date and have THAT processed and reviewed before I can return to work. So it's going to take a minimum of 4-6 weeks to get this decided? My leave is for 6 and I can't recover or take care of my health because I'm dealing with this company the ENTIRE time and stressing out. They listen to my Dr about when to take leave and when I can return to work but won't listen to them in regards to approving pay for the leave? Please make that make sense. This company is unethical at minimum.

This company is lying to me. I have a quadro from a divorce and want yo cash out my account. I have never received any information about how to access my account and I can see everything online as I’m being told the quadro was never completed. I think a class action lawsuit is in order based off this reviews.