Empower‪®‬ 4+

I thought it would be easier if I could just request and complete a withdrawal on the website. But I had to call and the wait time was was over an hour first time I called and ended up just being told I’d have to wait so many days since I had just changed my address on the website. I talked Tony that day and he was very nice and helpful. Second call I only waited about thirty minutes and Michael Clark made the withdrawal experience great. After talking with him I understood why you have to call instead of just doing the withdrawal yourself on the website. Both guys were great and although the call wait time is very long, they made my experience worth the wait.
Thank you, Charlotte Sewell

But this app makes me so angry I feel I need to. I’m currently stuck in an endless loop at login. The app helpfully tells me they have found another account I own that can be linked, clicking on that explains that this action can’t be taken in the app and I need to call customer service, fine, whatever, it then takes me back to the previous screen with no other action but to try to link the account again.

The app often just hangs on login after using Face ID. It sends ridiculous notifications to the phone like “your account has been logged out due to inactivity”, great, why should I care about that? What action can I take off the back of it? I can either ignore it and just be annoyed that my phone got a pointless notification. Alternatively I can re-open the app and login again, but why on earth would I need a notification to prompt me to do that? If I wanted to open the app again I would have done that myself and discovered at that point I would have needed to login again.

Note to the people that design and build it: please just remember that this app is not the most important thing in people’s lives, in fact it falls completely into the “I don’t care, I just want to get in, do what I need to do, get back out again, as quickly as possible”. Your success should be measured by how little time people spend in your app, not how much, and breaking logins again doesn’t count

I wanted to reallocate the investment funds in my Empower Ret. Portfolio but had an extremely difficult time location the spot on your App site to accomplish this. I called Empower and spoke with “David”. He gave me instructions for using the website, but I could not find the selections he spoke about on my account. He became a bit irritated with me because I thought on was on the website, but was actually on my tablet, which said that meant I was using the App and the materials were different on the app.
I ultimately found the spot for reallocating my funds without his help because he said he was not used to using the app and couldn’t find it either.
David told me not to use the “slide” because it was “touchy”. But there was no place to enter a percentage number on the app.
Using the app to accomplish the reallocation was confusing and difficult. It was not intuitive at all. I had to make my selections several times because the changes were not visible and I was not sure that the information was being accepted. Finally, after several steps and missteps, I saw the “review my changes” and was able to verify that the reallocation I wanted was made correctly.
All in all, it was a very confusing and frustrating experience.