empower-retirement.com Arvostelua 

Inefficient service with no resolution to date. I moved to the UK ten years ago but recently found out that an old employer 401k of mine had been moved to them. I just want to roll that 401k into a rollover ISA - which should be straight forward - but because I'm now in the UK I can't use the app, I have to pay by the minute to phone them as they don't have an international number, and there is no mechanism to email or chat. I was luckily in the US for a short holiday and was able to fill out a change of details form which required notarisation, as I was told I'd have to update my name and address, which was fine, and I did. But I didn't tick a the "married" box, which was a different section, and despite having a copy of my marriage license, I have to resubmit the form with the box ticked - and I have to do this via post because they can't recieve an email! I've spent hours on the phone now and I can't get any straight answers from anyone and regardless of where I call from the signal is always terrible. Avoid at all costs.

This company is willing to provide customer services only through its useless AI. If you don't have one of six questions the AI can answers, forget about it. Empower has made it impossible to speak with a human being - all the while asking you to pay for its financial services. I'm stuck with it through my workplace 401k, but once I retire, bye bye.

I called as I had a hardship that I will no longer be able to contribute to my account as I was leaving the company. I requested to withdraw all my funds, and I was met with 3 blockades of 'customer service' denying me the approval and refusing to give me my funds.

Each of them gave the same excuse and reasons as to why my hardship was denied despite me leaving. I had to fight them for 30min for them to 'look' at other options. I am still waiting for a response. This is the worst retirement company.

Empower is terrible. My employer moved from Fidelity to Empower. I went from making 13 - 18% with Fidelity to 2- 3% with Empower.
Empower uses outside the US call center for customer service. Staffing is not knowledgeable and is not helpful. Terrible service. As soon as I left this employer I moved my money back to Fidelity. Go with Fidelity when ever possible, they make you a lot of money and their call center is inside the US and they are helpful.

This company says I defaulted on a loan. However, I didn't receive any communication. I'm now trying to purchase a home with a loan and they are telling me this. I'm beyond frustrated that they will not help me as it is affecting my family from getting a home. If I knew it was defaulted, I would've contacted them much sooner. I'm beyond frustrated with this company and will never recommend them. The customer communications are by far some of the worse I've ever had from a company.

I agree with all the other negative reviews, along the same lines. My daughter died and had a tiny 401k account at Empower. They made it so difficult for me to collect this money; I'm on the phone with them now. I had multiple phone calls with inconsistent advice given to me, I was asked to sign a myriad of forms, that never seemed to end. Thankfully the money is not material to me - it was $583 - as reported on the phone. But contrary to my instructions, they took withheld taxes and charged a fee of $50 leaving me with $407, I am told by the agent for whom I am waiting on the line now. I rarely go out of my way to write these reviews, my first on TrustPilot - if you have a choice, stay away from this company. They are awful.
Post script - they agent never got back to me and instead I had the opp to leave a negative review directly to their AI agent. This could be the worst experience I've had with a financial company in my 50 years of adulthood.

Trying to get anyone to assist you is absolutely horrible. When you finally get through their nightmare of an AI gatekeeper it gets even worse. Went through three different calls and three different "representatives " and ended up even more frustrated and still can't get any help.

This company is a nightmare to work with. I've left the employer that used this company and now trying to gain access to my account has been impossible. Customer service has literally yelled at me that it takes too much time for them to help me over the phone and to just fill out paper forms. I've filled out the forms, had them notarized and still can't get access. I've wasted so much time on this and have gotten nowhere. Reps are poorly trained at best. Why any reputable employer would choose this company to manage their retirement program is beyond me.

Empower charges a reasonable $50 fee for processing a rollover to an external account. However, they will not allow the customer to specify which account that fee should come from. As a result, they are taking it from my Roth account as opposed to my pre-tax IRA. They told me that their "system" does this, and their customer service staff cannot change it.

Transferring an IRA out of Empower Premier is unnecessarily difficult. The website does not clearly expose the account number needed by the receiving custodian, the available Transfer of Assets form is only for transfers into Empower, and the online withdrawal process ultimately directs you to call for a direct transfer. An IRA transfer should be a routine online process in 2026.

We have had at least half a dozen phone calls trying to capture my RMD. There is a hopeless phone tree, and each random “helper” either doesn’t read, or doesn’t understand prior efforts to withdraw my money. Several advisors have offered conflicting advice. Staff seem to work from home with uneven phone and language connections. I can’t wait to get my money from this organization and place it someplace that tries and is knowledgeable about current legal issues.

The customer service rep kept cutting out! Since I could not hear her she would put me on hold then the call would ask for my feedback on the service... but what service? Called again and she is still cutting out. When it came to setting up a pin she got frustrated because I obviously can't hear her. But the pin ended up NOT working anyways. When I told her this the call went dead silent. This has to be the WORST company. I keep calling back and when I get through the same girl answers but is dead silent on the phone! Now she playing. Get a new headset and speak clearly! I just want to move my account to another and close with this HORRIBLE AH COMPANY!

Ok I’m sorry I don’t mean to sound like a b¡tch, but the agents headset or whatever kept cutting out so I could not understand anything she was saying. She kept asking “can you hear me now…” and it was still cutting out. And she kept just saying “just say you agree and we can proceed.” Like MF I can’t understand anything you’re saying I’m not agreeing if I can’t hear. Like I know it’s not her fault but just like the company I worked for this was frustrating.

My internet service provider "no longer supports" my old email, so I *tried* to contact Empower to change it. Over 3 days Empower actively avoided me both online and in "dropped" phone calls.
The Empower employee I finally reached told me he could not find an account using my SSI — at the moment I was looking at the Empower webpage with my account information.
I asked Empower to cancel my account but have no confirmation and am concerned about the security of my information.
I am not at all sure that Empower is an ethical operator. In my experience, Empower discourages and sabotages customer communications. I do not trust them and advise Alert Caution if one must deal with them

We’ve received a letter from Empower to update two retirement plans that I didn’t even know I was enrolled in. I won’t go into that detail, but I will tell you that the customer service people at Empower are very nice but very stupid. We went through back-and-forth what forms had to be filled out they weren’t received two months after the first forms were completed. We were told that we actually had to go through schools first credit union to get the withdrawals approved. SchoolsFirst was awesome. We got that approved within 48 hours. We got one plan distribution three weeks ago. I had called almost weekly to find out why we haven’t gotten the distribution from the other plant and I kept being told it was in process. Today I called and found out that it was never processed but G they’re now saying it’ll be processed after the markets closed tomorrow night. I would totally stay away from this company!

I have a retirement account with them and because I couldn't verify my address from 10 years ago, they made me fill out a form and get notarized. They couldn't verify with my SS#. So ridiculous. I also had to pay $25 to get the form notarized and then I had to mail it. Make it make sense.

TERRIBLE!!’ Crooked! Scam!!
And don’t bother calling customer service because the rude employees interrupt you and automatically reset your username and password without fully listening to your problem that could not be fixed at all by resetting your username and password. And the names they call the accounts and labels they have in written instructions does not match the names and labels on their website. Savings and retirement: I can easily and quickly earn more money by saving my pennies in a jar at home. So I am basically required to give Empower some of my hard earned money each paycheck to sit there in an account that I can’t even access because they can’t verify my identity and prove I am who I say I am. So stressful and upsetting. Please don’t use this company. Go with a private company or invest money in a bank somewhere, anywhere other than Empower. So basically I have an account sitting there I am required to put money in and I will never be able to access my funds. Not worth the one star I was required to give it to post this review.

I cant take the one star back? I have a 401k there. The employees there can all see my personal information but i cant. There is no one to help me. There is no help no government help to cease an illegal operation. They can do what they want with my personal information including my social number and there is nothing i can do but write a review. There is no accountability.

Empower is incredibly terrible. They took over Personal Capital and completely ruined it. They suck.

customer service is the worst, person I got can't even speak full English so couldn't understand half of what what she was saying and the fees where outrageous $75.00 to withdrawal $313.00 when the account was only opened for 6 month. Would never recommend this company for investments.