ComplaintsforAthene USA

• Initial Complaint

  02/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ********************* 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

  More info

  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

  More info

  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

  More info

  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

  More info

  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.  

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Athene Annuity and Life Assurance Company is claiming their "computers are down" and can not comply with my request to surrender an annuity. This has been the situation since Tuesday, November 7, 2023.

  Business response

  11/22/2023

  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

  11/27/2023

   
  Complaint: 20904684
  
  I am rejecting this response because:  I need to know when they are going to comply with my request to surrender this annuity.  Their response did not address this.  This was their response: "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."

  I fax to surrender the annuity on November 6th.  I've been told repeatedly that their "computers are down".  It is now November 27th.  I need to know when they will comply with my request.

  Sincerely,

  
  ***************************

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My mother died September 15 2023. I called and asked for forms to secure my monies as a beneficiary. They sent me the forms I completed them and mailed back. 2 weeks later I got a letter stating I had used outdated forms and had to resubmit. Mind you, they mailed the forms to me that were the wrong ones. I have called about 5 times over the past 3 weeks to check the status. I have been told the system is down and has been down for weeks. I was told all claims on hold until the system is fixed. I do believe they are trying to keep the money as long as possible. It is now Nov 20. I called again and system still down. This is ridiculous.

  Business response

  11/22/2023

  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

  11/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Athene makes it impossible to access basic policy information and have transparency of existing contract. They only offer these details to be shared via mail "for security reasons" since it is "too hard" to make available online for policy holders. After getting ping ponged from agents in confusing "locations" all saying nothing of substance, they said they would send via mail (est two weeks to arrive). Upon receipt, only contract# and beneficiaries listed was the extent of info provided when requesting copy of contract and policy details. I'm disgusted with their business withholding information and making it impossibly confusing, even for me (not as senior citizen, my parents asked for my help), to navigate getting simple answer/request fulfilled. I truly believe this business is taking advantage of seniors who need to use their retirement accounts for...retirement! They're happy to let them take a loan against the annuity and charge relatively nominal fee and interest on the loan, but will make it super hard for the policy holder to know what their policy entails to understand things like: they can take up to 10% of existing account balance per year (don't know start and end date of year per contract because they won't provide!) without being charged interest; ie better decision making!It's mind boggling they're able to operate as a business with this kind of behavior. I want my parents to have visibility to their policy details to understand impacts of moving their money elsewhere but again, getting this has proven nearly impossible the last 2 months I've been helping. I am concerned about their business practices and the impacts it has on policy holders/beneficiaries. I'd like to see a streamlined process for getting this information without weeks of waiting and limited access to whatever is sent via mail as my belief is this is inefficient and has security issues while impacting policy holders financial decision making with money that is theirs!

  Business response

  12/11/2023

  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 have been in contact with the individual separately to respond to any concerns.

  Customer response

  12/18/2023

   
  Complaint: 20887000
  
  I am rejecting this response because:

  I was reached out to via email and phone by a few different individuals asking for contract # to confirm before investigating and then I'd hear nothing back. I should note the first came via secured email which would come in handy for receiving documents more swiftly than mail...after I replied with requested information and included my parents in the correspondence I heard nothing. Then I received another email asking the same thing, unsecured this time. I provided the same info and then heard nothing. Finally I included them all in the same email and asked what's next. Then I got a call from another person acknowledging receiving the emails and that now I should call and talk with him directly. We happened to finally receive a mailed copy of my mom's contract after nearly 3 months and I got ill and was dealing with more pertinent matters. I need to call him back when I feel better to confirm receipt. But in general, no I am not satisfied with this business response and how confusing and disjointed the processes are. It really should never ever be this hard to access back information. It's been stressful unnecessarily and required multiple phone calls. We followed up to get our questions answered about the contract and repeatedly being cut off with rude comments that "you will receive all of this information on the withdrawal form" without any regard for how that insinuates us needing to trust that we will receive what we are asking for. We don't trust this company and will be moving accounts over to more easily understandable and accessible source. Also surprised that we again were offered a loan to withdrawal when their contract has surpassed window requiring withdrawal fees. Seems very suspicious. You really have to know your contract or else you could be confused into believing a loan is needed. I wish I could say this is resolved but this business spanning multiple interactions I've seen in the last few months is unethical in my books. If you can't go online, then make it easier and faster for folks to get their contract details in hand utilizing secure email which appears you have capabilities of doing already.

  
  Sincerely,
  
  *************************

  Business response

  02/14/2024

  Thank you for bringing this to our attention.  In order to protect the privacy and financial information of our clients, we will respond directly to the contract owner via US Postal Mail.  No response to the client will be posted here.  Thank you

  Business response

  02/15/2024

  Thank you for bringing this to our attention.  In order to protect the privacy and financial information of our clients, we will respond directly to the contract owner via US Postal Mail.  No response to the client will be posted here.  Thank you
  

  
  

• Initial Complaint

  09/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They have repeatedly lied to me over the past month. My mom passed away on 8/3. I contacted them the first time on 8/14. Since then, I have had to make repeated calls and I even went to the broker who sold my mom and dad this policy. Each time I have called, I get a different answer. 3 times I have been told that they have all the paperwork they needed - they even confirmed that with the broker because she called me and told me they told her that. The last time, I asked for a supervisor and talked to ****** (maybe not the right spelling) and she told me at the end of the conversation, "we have all the paperwork we need for you and your sisters". I asked for the money in my account "tomorrow", and she said, "the payments will be expedited and will be transferred but that would take **** days." I was not real happy with that answer but I said ok. Then, I got a letter yesterday dated 9/22 that they STILL needed paperwork. I think this company is solvent and going under and they don't have the money to send us. Or, they are greedy and are trying to hang onto my dead moms money as long as they can. I have asked for a manager to call me but haven't heard back yet. My guess... I won't. I have also contacted the broker and he is trying to help but they keep lying to them too! It's deplorable how they are treating us! It's not bad enough that we are grieving our mom's death, but they way they are treating us should never, never happen! Probate has been easier to deal with than them!

  Business response

  10/06/2023

  Thank you for bringing this matter to our attention.  In order to protect the privacy and personal data of our customers, we will contact the complainant directly and provide a written response via US Mail at the conclusion of our review.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been dealing with Athene USA since the beginning of 2023 . My three minor children are each a beneficiary to funds being held by Athene that was established by my mother prior to her death in July 2022. I have spent countless hours on the phone with incompetent employees within this company in attempts to have the funds transferred from Athene to financial accounts set up by my financial professional. Athene fails to disclose requirements to obtain funds. When their supposed requirements are met and filed, they send out an additional requirement never discussed in previous communication with them. I have filed all necessary paperwork, exceeding their requirements and they still refuse to process my claims and release the money owed to my children. Their employees are incompetent, inconsistent and lack quality customer service. They have a reputation for failing to process claims filed by customers and have paid out large sums of money in previous law suits for the same issues my family is enduring. I'm not asking for punitive damages, only for this agency to finish their job and service the customers who pay their salaries.

  Business response

  10/02/2023

  Thank you for alerting us to this matter.  The complainant has contacted Athene through other channels and we will respond directly.  In order to protect the privacy and personal date of our customers, no response to the complaint will be posted.

  Customer response

  10/02/2023

   
  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.  It's my understanding that this investigation will be continued by the ******** Insurance Administration.
  
  Sincerely,
  
  *****************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩