ComplaintsforAthene USA

Annuities

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Initial Complaint
06/05/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
1)*********************** Retirement plan was transferred to Athene last year. Was supposed to have online access by Jan 1. It was april.2)Sending me mailings regarding retirement payout (early commencement). Despite several calls to the named extension, emails and calling and being on hold over an hour, cannot make contact with anyone as its unclear if i need to opt out.
Business response
06/17/2024
At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We will contact the individual separately to respond to any concerns.
Customer response
06/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
05/07/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On July 11, 2023 my divorce was finalized. As a part of the divorce settlement, there was a QDRO order that stated that I should receive 50% of my ex husband's two pensions (one with Raytheon and one with Lockheed-******). Also, stated in the divorce decree was that a company called PASA, **** would handle preparation of the necessary QDRO documents and send them to the companies involved. The Raytheon QDRO was handled smoothly and final approval was in January with payments that started at the beginning of February. ATHENE in THE WOODLANDS, *****, which is administering the Lockheed-****** pension; has not even produced the draft that must go to the court for final approval. My ex-husband, the contact at PASA named ****, and I have all made numerous phone calls to Athene. Both my ex-husband and I have received many promises of callbacks from Athene, to get information on where in the process the production of the draft stands, and NOT ONCE have they called back when they said they would. In a letter dated January 10th, Athene requested 2 revisions to the draft. **** at PASA sent back the revised draft on January 25th. On February 22nd, I called Athene and confirmed that they had received the revised draft on January 25th. Since that time, I have made numerous phone calls, get conflicting information about the status of the draft and deal with a different rep every time I call. The only way I can contact them is through a phone call. The representatives never give their last name and state that there is no email through which to contact them. Both my ex-husband and I have been told on at least two occasions that the ticket (the way in which they track phone calls and document progress of the draft completion) was "accidentally" closed and that they would re-open it. Can someone please help me get some answers as it has now been 3 1/2 months since they received the draft revision and there appears to have been no progress in reaching it's completion.
Business response
05/08/2024
At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We will contact the individual separately to respond to any concerns.
Customer response
05/08/2024

Complaint: 21674234

I am rejecting this response because:
I reject this scripted/canned response from Athene. It does not, in any way, guarantee any action on their part. Until the long-awaited QDRO draft is complete, is approved by the courts, and finalized (resulting in pension payments), they have not completed their job.

Sincerely,

*********************************
Business response
05/16/2024
At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We have contacted the individual separately to respond to any concerns.
Business response
05/16/2024
At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We have contacted the individual separately to respond to any concerns.
Initial Complaint
04/02/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
1/24/2024 completed pension annuity forms for 3/1 payment commencement and spoke to representative to confirm.1/29 submitted annuity choice authorization, W-9, and birth certificate. Received written confirmation from Athene of annuity choice.2/1 received confirmation from Athene of receipt of authorization form.2/8 received confirmation from Athene of data verification form.3/1 no pension payment was received. After 1 hour 26 minutes on a call to Athene a problem ticket was opened.3/7 Call to Athene. Supervisor could find no record of a ticket being opened. A second ticket was opened.3/16 Athene website stated ticket had been closed and problem resolved.3/20 Call to Athene. Supervisor said no payment instructions had been set up by Athene. A third ticket was opened.4/1 no pension payment was received.4/2 call to Athene. Supervisor said the annuity authorization had expired, the process must be started over and the March and April payments that were owed to me may or may not be paid.
Business response
04/02/2024
Thank you for the opportunity to review and respond to our customers concerns. We are currently researching the matter and will be mailing him/her our response soon. To protect the contract owners privacy, we will provide a written response directly to him/her by ************* Postal Service. A response will not be posted to this site.
Customer response
04/02/2024

Complaint: 21518100

I am rejecting this response because:
This is an automated response and appears in every complaint filed against this company.
Sincerely,

*****************
Business response
04/09/2024
Thank you for letting us know about the consumer's rejection of our first response. In order to protect the financial and personal information of our customers, Athene does not post any contract information. When our review is completed, we will respond directly to the complainant via US Postal Mail. We appreciate your understanding.
Initial Complaint
03/28/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was offered a lump sum pay out by Athene January 2022 for 100.371.04 I was 60 almost at the time Now that I'm 62 I want to move this money to a different account It's now 79.195.44 That's a difference of 21.175.60 I asked since February 13 2024 of what happened to all this money and had countless dates of calling and being left on hold of where my money is I asked for my financial records for the past 2 years and they will not give them to me explaining why there is such a huge difference I have all the dates documented on my conversations on the phone and online chats with all the customer service reps names The last conversation was on 3/25/2024 asking for my financial records to be in my email on 3/26/2024 I have received nothing I need to know what happened to my money and as a client I am *********** my records
Business response
03/28/2024
Thank you for the opportunity to review and respond to our customers concerns. To protect the contract owners privacy, we have provided a written response directly to him/her by ************* Postal Service. A response will not be posted to this site.
Customer response
04/04/2024

Complaint: 21495802

I am rejecting this response because: it's getting closer to the 10 day cut off and I have still not received any documents of all my gains and losses from March 2022-March 2024.This needed to be a priority on their part since I have been inquiring about my missing money since February
This needed to be done ASAP and again they say 7-10 days and that would not be enough time to resolve this issue
I do not want this closed until I receive the proper documents I need to see on my account

Sincerely,

*********************************
Business response
04/04/2024
At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We will contact the individual separately to respond to any concerns.
Initial Complaint
03/08/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
3/8/24 logged on to account. Unable to login. Called ************, got an "agent" who asked for name, address, birth, ss#. She then put me on hold, within a matter or seconds I was disconnected. Called again, went through prompts asking for name, address, last 4 ss#. Agent told me I had to wait 24 hours for my account to reset and I could log-in. I wanted to change the bank for the direct deposit of my monthly payment. I was told I could do so online, or a form would be mailed to me. Policy prevented Athene representative from emailing me the form. 1. The quality of the calls were poor. Transmission had background noise.2. The lack of features surprised me, both on the website and the voice prompts. i.e. There was no specific voice prompt for website issues.3. At the end to the call, the representative asked if I wanted to complete a survey. I responded yes. I waited 4+ minutes on hold before the survey started. There was no way to specifically respond to my concerns about Athene, only the specific representative assisted me.
Business response
03/29/2024
Thank you for bringing this matter to our attention. To protect the privacy of our customers, Athene has responded directly to the consumer by US Postal Mail. She should receive our response in 5 - 7 days.
Initial Complaint
02/27/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
********************* recommended annuities products in a company that acted unethically and he would not address the problems causing undue tax ramifications. **** refused to even write a letter to Athene to ask them to fix the problem.
Business response
03/11/2024
Thank you for the opportunity to review and respond to our customers concerns. To protect the contract owners privacy, we have provided a written response directly to him/her by ************* Postal Service. A response will not be posted to this site.
Customer response
03/11/2024

Complaint: 21336500

I am rejecting this response because: Athene has only acknowledged the complaint. They have taken no action to fix anything. Furthermore, my complaint is also against ********************* as representative of Athene and no action has been taken to contact him and his company.

Sincerely,

***************************
Business response
03/11/2024
Thank you for the opportunity to review and respond to our customers concerns. To protect the contract owners privacy, we have provided a written response directly to him/her by ************* Postal Service. A response will not be posted to this site.
Customer response
03/11/2024

Complaint: 21336500

I am rejecting this response because: Once again, Athene has not addressed the issue in any way. They simply sent a letter, see attached, indicated they received the complaint. No action has been taken to rectify the problem, and again no action has been taken to address ********************* and his company. I am asking BBB to also take action with ********************* and ****** ************** LLC who is responsible for creating the situation in the first place.

Sincerely,

***************************
Initial Complaint
02/26/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Put out a complaint about athene not sending out our 55k annuity check on 1/30. Spoke to ***** from athene regarding our bbb complaint. She said we would get out check 2/23. They sent to the wrong address for the third time. DO NOT USE THEM!!!!
Business response
03/18/2024
Thank you for the opportunity to review and respond to our customers concerns. To protect the contract owners privacy, we have provided a written response directly to him/her by ************* Postal Service. A response will not be posted to this site.
Initial Complaint
01/29/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Today on 1/29/2, I contacted myathene since I have not been able to access my online account last 2/23/2022. I have changed my password numerous times since 2022 to get access, but every time the error message says "Incorrect userID or password. Try again." I have called customer service, but they have not been able to get me access to my online account. I have spoken to *** who said "they will send a ticket to IT and escalate the request" but not gotten anyone from this insurance company to return my calls or my pleas for help. Today's *** and I worked together and used different browsers, clicked on "allowed pop-***** used ****** incognito, etc. to get into my account, but without success. She also said that they don't have an IT ***** and all help I could get is from her. (So, the advertised technical support is a sham.) So, it appears that I am pretty stuck because she is "it" ... she is (and not IT) the only one who can help **** also requested for them to close this account and give me a new one, but they refused since the *** is not allowed to do that.Right now, I feel that my ~$50,000 two investment accounts are "frozen" since I could not access my two accounts online or by paper. I requested for a paper copy of my 2023 tax statement (obviously I can't get it online) and to receive paper copies of my monthly statements from this day on. I will keep you posted if I receive them. Please help me resolve this problem. I don't know who else to turn to. I need my money from my 2 investments in 2025, and I don't know if I will actually see my money or they took them away since I don't know what is happening to my accounts right now. I need to get access to my account online and need my 2023 tax statement by 2/15/2024.
Business response
02/08/2024
Thank you for bringing this matter to our attention. We have reached out to the complainant directly and will continue assisting her with her concerns. To protect the privacy and personal information of our customers, no response will be posted on this website. Thank you again for your assistance.

Athene Compliance Department
Customer response
02/17/2024

Complaint: 21215773

I am rejecting this response because: ******************************* sent me an email on 2/8/2024 (see attached). That is already 9 days now, and still no follow-up. However, I called Athene on 2/15/2024 about a document they sent me to sign, which I did not understand. Today, it is now 2/17/2024 and I have yet to receive a callback. I don't know and believe I will receive such a callback. I will continue to update BBB to resolve my (1) need for my 2023 tax statement, (2) access to my online account; and (3) paper delivery of my monthly statements to keep track of my account. I am very upset that I still have not heard from them.
I need to know the status of my investment. I don't know how my two investments are doing and if they froze my assets, totally destroyed them, divested them of any interest I may have earned because I filed this complaint. I am concerned that they are making me pay for this offense I have caused them - even though I am the victim here. I don't know if they actually know the consequences they are causing someone who is about to retire, and I feel they are acting quite heartless about my predicament. I continue to ask BBB to advocate for me.

Sincerely,

*****************************
Business response
02/27/2024
Thank you for bringing this matter to our attention. We have addressed the matter privately with the complainant. To protect the privacy and financial information of our customers, no response will be provided directly to this site.
Thank you,
Athene Compliance
Business response
02/27/2024
Thank you for bringing this matter to our attention. We have addressed the matter privately with the complainant. To protect the privacy and financial information of our customers, no response will be provided directly to this site.
Thank you,
Athene Compliance
Initial Complaint
12/27/2023
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This licensed insurance company has been refusing the release or let me roll over funds from my 403b account established in ****. I left the private school employ in 2006. The school is no longer in operation.The insurance company provided me with a management company to contact, but that company informed me their contract with the now defunct school ended in 2013. They also provided me with an insurance agent who is supposedly the agent of contact on this policy but the number they gave was disconnected.They insist I must provide them with proof of severance from 17 years ago or provide proof that the school is no longer is operation, or that I go to the court jurisdiction from the city the school used to be in to get a court order, for what specifically they will not say. I am now self employed. I have not worked for a private school or a school district for over 17 years. This company refuses to accept a roll-over form for this retirement account nor will they accept a withdrawal form.
Business response
12/27/2023
At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We will contact the individual separately to respond to any concerns.
Initial Complaint
12/19/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Called 12/8/23 for surrender of annuity. I called 4 times for status update. I was told on Thursday my check would be sent Tuesday (tomorrow). Today I call to confirm and am told nothing has been started as I need to submit in writing and have it notarized. I was never told this 5 previous phone calls including original request of funds. The person today told me after I submit this info it will be 24 to *************************************************************************************** 3 to 5 days and another 5 to 7 business days to send my money. Takes 1 to 2 hours to get thru. Representatives are rude and ill informed of any process anthene has. Seems like they make things up to keep MY MONEY longer. I have never dealt with such an unprofessional group of people who have no regard for the customer. No 2 people give the same answer. This company needs to either close its doors or train their staff. I have a ****** tax bill due Thursday. Who is going to pay my penalties? You are dealing with people's livelihoods and do not care. I WARN EVERYONE TO STAY AWAY FROM THIS SUPPOSED BUSINESS.
Business response
12/19/2023
At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We will contact the individual separately to respond to any concerns.
Customer response
12/19/2023

Complaint: 21026017

I am rejecting this response because: I received a phone call this morning telling me they would send check today. They are closed for the day claiming all employees are attending a meeting. The funds are still in my account. Nothing has been done AGAIN another lie from ******. In addition this person told me my request was held up due to fraud suspicion because phone numbers didn't match. Never heard this before. Another lie from Athene. Today at 9am my water was shut off due to non payment. Merry Christmas from Athene.

Sincerely,

*********************
Business response
01/23/2024
A response to this issue was sent to the consumer directly on December 29, 2023, and the issue was resolved.

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