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  1. Background My wife's employer has chosen to move to another financial company for employee 403b account management, basically giving Voya the boot. Over the course of the following year, we were barraged with what Voya accounts could and couldn't be moved to her new 403b provider. We have (2) accounts that were not eligible to be moved. Issue - Missing Quarterly Payment After calling Voya to inquire about the missing payment notice, my wife was told our home mailing address had been marked undeliverable and that the quarterly payment was not mailed because of this. Also, all mailing to our address has been stopped. During the entire 1st quarter of this year speaking with Voya, never was our address verified or were we informed that in hard been marked as undeliverable. We have mail from Voya from February for the rollover information. I don't understand why only SOME of the mail was undeliverable. Lesson Learned After a few calls with the help desk at Voya, we were finally escalated far enough up the chain to have the following information revealed by Voya. It is not Voya's problem if you fail to receive their mailings and they assume that the customer will call (eventually) and validate their current mailing address. You should not assume that you will be contacted in any other way than your mailing address with Voya. Voya will NEVER call, email, send smoke signals, nadda. zilch... I was told by many CSAs that Voya does not have the resources to currently entertain these avenues and that their customers will eventually call. Do not expect common courtesy on Voya's behalf like Visa, Mastercard, or Comcast for a missed payment or reaching out to contact you using another method than your mailing address. A single missed payment results in a defaulted loan and there is no recourse. Voya's Flawed Logic So, I just ran down this logic path that Voya uses with a few CSAs at Voya... Q. What happened to my mail? 1. Mailing Address is marked undeliverable in Voya’s system, all mail stops. 2. Grace Period Letter is not mailed, since the mailing address is undeliverable. 3. Default Notice Letter is not mailed, since the mailing address is undeliverable. 4. 1099R ??? hopefully mailed, but probably not - since the mailing address is undeliverable. A. Don’t have anything to do with Voya! Take Away Voya doesn't care about you. Don't expect the local account rep. to help. There is nothing record or noted in Voya's System that would indicate why YOUR mail was marked undeliverable. Side note, I was also told by one CSA that they could not process the shear amount of mail that Voya receives on a daily basis. So, I don't understand how our mailing address was ever marked undeliverable. What told them that our mailing address was undeliverable? I hope that this info finds its way to folks that were affected by any of the current natural disasters. It is up to YOU, the customer, to ensure that Voya can always mail you. Do yourself a favor and investment your hard-earned money with someone that cares about you.
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