alight Avis 262

This should be out of business, frustrating customer service experience

In the last two days (Dec. 4and 5, 2025), we called Alight 5 times with call times totaling 4 plus hours and the issue is still not resolved. Each time our calls we bounced all over the place. No one person takes ownership of issues. Managers do not return the calls they promised to return. I am a Merck Retiree forced to use this company. They are a MESS!

Always easy to do things myself on their website. My company recently changed 401(k) administrators which makes me appreciate the Alight functionality I had. Over the years I had a couple issues but they were resolved timely. My new 401k administer is horrible. My pension is still administrated by Alight'

Worst of the worst. Look at the reviews

This is the WORST company, they have no right to remain in business.

Horrible customer service. Even the one star rating is generous, it should be zero! For soon to be two months I’ve been trying to get them to send me a rollover pension check with no luck. Extremely long wait lines on the phone and when you finally do reach an employee you realize they are clueless and barely understand English. Make sure you ask them to issue a ticket ID for your matter and ensure you double check what they write in the ticket comments because they have the habit of saying one thing on the call and put something very different in the ticket comments. Horrible service, I wish they get out of business.

They give you an appointment, which is a 3 hour window when they’ll call you for assistance. Then they don’t call after you wait around an afternoon for them. You call in to ask what’s going on. Their response - if they don’t call at some point, call back in to make another 3 hour window phone-call appointment. Inexcusable!

Mind numbing paper chase with providers and alight trying to reconcile spending account. Using HSA at CVS, no problem. Using HSA at a major southwest Florida hospital? BIG problems! Itemizing a surgical procedure is impossible. This is just ONE example of many with Alight.

Hours of my life have been wasted on phone with everyone involved. Hours I will never get back.

Not hard to understand why people are driven to violence when dealing with these companies.

submitted a claim to close my account in August and was told I should receive a check within a week. In October, I still hadn't received it. The customer service rep I spoke to said there was an, "unacceptable breakdown in the process." The operations department never processed my request, and it took three months to close my account because of that.

A zero is the correct rating. Agent assigned incorrectly. No
return call as promised. Very frustrating!

Same as everyone else giving "ONE STAR". You need to experience the customer service and website to quickly understand how terrible it is. I just don't understand why their management isn't addressing the issues

The benefits portal is TERRIBLE. Whatever web framework they're using is WAAYYY out of date. Typical B2B company. Alight optimizes for the customer, not the end-user, and the only thing the customer, your employer, cares about is the cost of the service they're paying for, not its usability.
You can't use your browser's native controls to move back and forth through the browser history, and the site blocks you from opening any links in new tabs. Worst of all, despite being information-dense and mission-critical, the portal has a very short timer which logs you out every 5 mins or so if you don't interact with it. Once you log out you have to go through the whole rigmarole of clicking through menus again. You can't simply refresh or hit the back button and get back to what you were doing.
All these anti-patterns are a clue to Alight's priorities: caching sessions, handling many sessions at once, dynamic routing, quick processing, etc, these features cost more to provide than the pathetic brick of a portal that users are forced to deal with. They only care about their bottom line, not the end-user.

On hold music too loud, representative voices too soft, and without clear diction. Too much background noise to hear representative. Representative's inability to look up user by Alight ID number. Representative after representative transferred me to somewhere else rather than look my up by Alight ID number. Overall an awful experience.

Blew off my scheduled appointment! They are horrible!!! I waited for 2 hours!!! They are worthless!!! Never bothered to call me back! Would rate as a 0 if I could.

They get a one because I can't give them less.
This company has *astonishingly* bad customer service.

Claims are denied routinely. Even the ones submitted by doctors offices and pharmacies (never had that happen before, even with the worst FSA administrators).

In one case I had a hospital refund go *directly* to the FSA account. Alight is still claiming they need more documentation.

I have been trying for at least 6 months to resolve an address and bank account change for my elderly mother who gets health care reimbursement checks through Alight. I finally checked the BBB website and see 184 complaints in the last 3 years against this company. Only 40 of those complaints have been resolved. I believe Alight is totally corrupt and they make millions by avoiding making payments to eligible members.

They are representing ROCKWELL AUTOMATION and we had a loved one pass away that retired from ROCKWELL. We have been trying for 6 weeks to get our life insurance confirmed to be released to MetLife. Does Alight not realize funeral arrangements need to be made and life insurance helps pay for funeral arrangements. A call center staffed with incompetent pea-brained morons

Thought I would expedite my loan process by having a check sent. My bank couldn't deposit it and the only recourse is to send me another check. Now I have to drive 380 miles to deposit a check because they won't cancel the check process and send it to me via direct deposit. Stupid policy.

If I could give less than 1 star I would. Horrible customer service. They deny a claim but don't tell you why. Then you can't use your card until you reimburse them, then they don't tell you your reimbursement has been received. My dislike is immense and I would not use them but it's all my company has for now. My husband is diabetic and to have our card frozen even after we have paid them is ridiculous. Now they say they'll get back to us next week to let us know our payment has been applied and they have had our payment for the last week.

I have been trying to add my new spouce to my benifits, and they are completly unable to add him to them due to an error in their system. It has been over 3 weeks now and they still cannot find a solution. I asked for assurances that he would be added as the 31 day deadline to add him is fast approching and they could not give me that. They suggested just keeping an eye on the ticket, not even calling to check. No one has any idea what anyone else is doing. Completely incompitnent.