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Business Profile

Financial Planning Consultants

Brighthouse Financial

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Financial Planning Consultants.

Complaints

Customer Complaints Summary

  • 174 total complaints in the last 3 years.
  • 63 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/27/2025

    Type:Customer Service Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Brighthouse Financial will not send me the tax form 1099-R that I need to do my taxes. I called them three times, each time spending a long time on the phone and being told something different. I am the beneficiary of an annuity my deceased mother had with them, my account is called a non-qualified variable supplemental payout annuity. They will not let me access the account online so I cannot download the 1099-R myself. Each of the three times I called, I got a different story. I was told that my 1099-R was going to be mailed, then I was told it was mailed on March 19 and would also be emailed to me, and then today, still not having received it, I was told that there was no taxable amount on the 2024 distribution. I know this is untrue, since they withheld federal taxes on it and I got a 1099-R last year. So on this last call today, after I told them they were wrong, they figured out that there is a taxable amount, but they still did not provide a 1099-R. They said they would enter an "expedited work request" to perform "tax research" on my account, which would take ***** days. They would not tell me when or how I would be informed about the results of their "research." This is a simple account, there is nothing complicated about it. This company is required by law to provide a 1099-R and they are neglecting to do so despite three calls, delaying my ability to get my taxes done. Please please help me get my 1099-R. I asked them to email it to me because the tax deadline is so close, but they will not commit to anything.

    Business Response

    Date: 03/28/2025

    Thank you for notifying us of this matter. We will investigate this matter and respond directly to the client. 

    Customer Answer

    Date: 03/31/2025

     
    I appreciate the response but I am rejecting it because: No details and no 1099-R were provided. Brighthouse has told me three times now that they will provide me with the 1099-R and they have not done it yet. I will not believe it until I see it. They have a legal obligation to provide this form and keep blowing me off. They can email it to me at ******************* The tax filing deadline is now 15 days away.

  • Initial Complaint

    Date:03/13/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I don't even know where to begin about this company. They are holding my money hostage. I have filled out all of their forms and told my *** would be in 3-5 business days. Even after calling and asking to have it expidited, nothing happened. I get told one thing by one rep and something different by another. Meanwhile they are holding MY MONEY! I have deadlines to meet and have done my part. Why can they not do theirs. They really need to be investigated as they are not following proper procedures or protocol. I have had issues with every transaction I have had with them and it is exhausting.

    Business Response

    Date: 03/17/2025

    Thank you for notifying us of this matter. We will investigate this matter and respond to the customer directly. 

    Customer Answer

    Date: 03/17/2025

     
    I am rejecting this response because they have said this to multiple other complaintents.  

    I still have not received my money. It has now been 11 days.

     

    Kindly,

     

    ****** Hardy 


    Business Response

    Date: 03/27/2025

    Please be advised that we responded directly to the client this matter has been resolved.

  • Initial Complaint

    Date:03/11/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I want to cash out my life insurance policy and they have rerouted my calls put me on hold for hours and have told me i could take care of it over the phone to find out weeks later that;s not the way to do it i just want to get what's owed to me and be done with there delay and misrepresent tactics which i think border on criminal

    Business Response

    Date: 02/27/2025

    Please see attached redirect request for Brighthouse Financial.

    Business Response

    Date: 03/14/2025

    Thank you for notifying us of this matter. We will investigate this matter and respond to the client directly. 

  • Initial Complaint

    Date:03/11/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have an annuity plan with Brighouse finance and they have prevented me me to make a withdrawal. Its been almost 3 months since the request and and have to resend the required documents 3 times.

    Business Response

    Date: 03/13/2025

    Thank you for notifying us of this matter. We will investigate this matter and respond to the client directly. 

  • Initial Complaint

    Date:03/06/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This complaint is against Brighthouse Financial. They mislead my 91 year old mother into believing she would receive a GMIB against her annuity. They are not honoring that. Additionally we were told for years we could roll her death benefit into her annuity. That was also a lie.

    Business Response

    Date: 03/12/2025

    Thank you for notifying us of this matter. We will investigate this matter and respond to the client directly. 

  • Initial Complaint

    Date:03/05/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They are claiming they need a copy of my id which I sent in the information I sent. Along with a copy of my passport. Apparently the person who initially opened my information update request misplaced/stoled/dropped both and didn't put them in my account. That's a security breach. Now I have to put fraud alerts everywhere

    Business Response

    Date: 03/07/2025

    Thank you for notifying us of this matter. We will investigate this matter and respond to the client directly. 

  • Initial Complaint

    Date:03/03/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In June of 2024 i wanted to surrender my account. I started with over ****** in my account and had already satisfied loans I had previously. I was sent another person's account package so I knew Brighthouse was careless in their handling of personal matters. Brighthouse claimed I had to pay a loan that was taken care of again..said I had a "covid"loan that needed to be resolved. They took5000 off the top of that but refused to send the remaining money. At this point I was willing to accept the cash just over ****** just to be done with them...Mind you the outstanding loans were secured with money Brighthouse had already taken and was to be released upon surrender. That would be roughly an additional ****** so ****** total.They sent me about ***** 2 months later But on the tax report it shows I was given just under $****** I'm looking for representation to resolve the missing money

    Business Response

    Date: 03/06/2025

    Thank you for notifying us of this matter. We will investigate this matter and respond to the client directly. 

  • Initial Complaint

    Date:02/17/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have taken out a loan with this company to pay for my daughter's college tuition for the 2024=2025 school year. They are also in charge of my retirement for my job. I borrowed $5500 and was given 4 payments on year for 5 years. My first payment was November 2024. I made the payment in October. it was never applied to my account and they have threatened three time to put my loan into default with the ***. Each time I call, I am put on hold for about 20 minutes... some takes down my concern and nothing happens except two more letters threatening the same thing. I made a February payment and still it has not been applied to my loan. I am unable to make payments online- they don't allow it.

    Business Response

    Date: 02/19/2025

    Thank you for notifying us of this matter. We will investigate and respond to the customer directly. 

  • Initial Complaint

    Date:02/16/2025

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am permanently disabled and a former employee. The interest rate on my large policy is incorrectly ************* a former agent I know exactly how this policy works

    Business Response

    Date: 02/18/2025

    Thank you for notifying us of this matter. We will investigate and respond to the client directly. 

  • Initial Complaint

    Date:02/13/2025

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In 2015 opened an annuity with *******, which was transferred to Brighthouse Financial. When the payouts were scheduled to begin in 2025 Brighthouse presented one unnecessary hurdle after another. After completing a form, they requested copies of our drivers' licenses, then they said that the signatures didn't match. Several phone calls later they requested that I complete a contract disbursement request form with a medallion signature. I called one month later (1/13/25) and was told that I needed a new contract number to be included on yet another form. As of today, the simple request for direct deposit is still not resolved. This company's internal processes and customer service have been consistently unacceptable to me as a their customer. If I knew in 2015 what I know now in terms of processes and customer service, I would not have opened an account with ********************.

    Business Response

    Date: 02/14/2025

    Thank you for this notification.We will investigate this matter and respond to the complainant directly. There was no contract number in the complaint, we will hopefully be able to get that from the client. 

Brighthouse Financial is NOT a BBB Accredited Business.

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