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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

  • 175 total complaints in the last 3 years.
  • 66 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:04/23/2025

    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.
    Poor customer service. ********************** sent my 1099 for last year and I provided it to my tax accountant and my taxes were completed. In May (after the tax deadline) I again recieved another 1099 from Brighthouse, so I compare the two forms to realize that the one I used for my taxes reported I had recieved double the amount I actually received. I did received the correct 1099 in May but the corrected box was not checked therefore my tax accountant is unable to ammend my ******************************************************************************************************************************** the correct 1099 form with the corrected box checked. One representative told me to just call the ***. When I asked to speak to a supervisor or the accounting department she put me on hold and after 40 minutes. I hung up and called back to get another representative that was silent after I explained why I was calling. When I asked if she understood she replied, "no, it says we sent you the correct form". I tried to explain that I did receive the correct form after receiving the incorect form and now I was in need of the correct form resent with the corrected box checked. She again fell silent and after saying hello several times I knew she hung up or was not going to respond. I have tired going through other departments with no avail for what seems to be a simply request. If you sent 2 forms with different information then one is correct and one is incorrect, so just check the corrected box!!!!

    Business Response

    Date: 04/25/2025

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

    Customer Answer

    Date: 04/25/2025

     
    I am rejecting this response because: The issue is not resolved.  I responded to their email with the information they requested.

    Business Response

    Date: 04/29/2025

    Thank you for bringing this matter to our attention. We will respond directly to the client once we have completed our investigate of this matter for the sake of privacy of the client's information - if you have any follow up
    questions, please contact via email at *************************************************************** or by phone at ************.

    Customer Answer

    Date: 04/29/2025

     
    I am rejecting this response because: complaint has not been resolved.  Still awaiting corre *** document.

  • Initial Complaint

    Date:04/22/2025

    Type:Customer Service 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 with Brighthouse Financial. Since 1-27-25, I have been trying to get the funds released and rolled over to another financial institution. Brighthouse has not released the funds as of 4-23-25, and explained that it is not their problem if 1) their **************** **** speak poor English and give me incorrect information, and 2) my prior employer (who set up the annuity) has an administrator Brighthouse does not recognize, despite his signature acceptable on another page.

    Business Response

    Date: 04/24/2025

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

  • Initial Complaint

    Date:04/14/2025

    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.
    Brighthouse claims the security password for my account is incorrect although they have recorded calls of me using it repeatedly as its been the same for years! I have proof of using it many times. Brighthouse pulls this every so often over the past SEVERAL years because their processes and password system are horrid. They've know this for quite some time. They're holding my account and money hostage! This is a terribly managed company and always has been. Brighthouse has also made errors on my 2023' tax forms which the *** is charging me a penalty for. The same error was made on 2024 tax forms! This must be discussed!! Very alarming they handle monies for clients and investments. Beware, loads of errors made for years! Not surprised to see droves of complaints all over the Net!

    Business Response

    Date: 04/16/2025

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

    Customer Answer

    Date: 04/16/2025

     
    I am rejecting this response because: BRIGHTHOUSE HAS BEEN CONTACTED DIRECTLY AND HAS HAD MORE THAN ENOUGH TIME TO RESOLVE THIS ONGOING PROCESS ISSUE WITH PASSWORDS WHICH HAS EXISTED FOR YEARS.  FURTHERMORE, BRIGHTHOUSE HAS ALSO MADE ERRORS ON TAX FORMS FOR 2023 AND 2024 DISCOVERED BY ME, RETURNED TO MY PREPARER FOR REFILING AND CORRECTION.  AS A RESULT, THERE ARE NOW PENALTY CHARGES FOR MONIES I WAS NOT INFORMED TO OWE.  BRIGHTHOUSE HAS BEEN A MISMANAGED COMPANY FOR YEARS, LOOK AT THE HUNDREDS OF COMPLAINTS ON LINE.  I HAVE FILES FULL OF DOCUMENTED PROBLEMS AND ERRORS FOR OVER 10 YEARS.  BRIGHTHOUSE IS HOLDING MY ACCOUNT AND MONIES HOSTAGE AS USUAL, THIS IS HOW BUSINESS IS DONE AT BRIGHTHOUSE.  THE LONGSTANDING PROBLEMS WITH THIS COMPANY ARE BEING REPORTED TO THE ***, ***** AND ALL APPROPRIATE GOVERNMENT ENTITIES. THE NOTED TURNAROUND TIME FOR REPLY IS UNACCEPTABLE AND SHOULDVE BEEN AND BE IMMEDIDATE.  

    Business Response

    Date: 04/17/2025

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

  • Initial Complaint

    Date:04/11/2025

    Type:Customer Service 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.
    Worst customer service ever. Been told for months they will payout with no success.

    Business Response

    Date: 04/16/2025

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

    Customer Answer

    Date: 04/16/2025

     
    I am rejecting this response because:
    This is the same run around from their customer service for months. Do your job and settle my claim as I requested please!

    Business Response

    Date: 04/17/2025

    Thank you for this notification.We will investigate this matter and respond to the complainant directly. .

    Customer Answer

    Date: 04/17/2025

     
    I am rejecting this response because:
    Again, just the usual talk and no action! I will be happy when the first of sixty monthly payments is deposited to my account which they have had since January. My payout contract is #**********P1

  • Initial Complaint

    Date:04/09/2025

    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 business has repeatedly neglected to pay out an annuity previously owned by the deceased contract owner to a Trust as determined by Probate court decree, For over three months, the claims department has ignored paperwork sent in, ignored expedition requests by the **************** Escalation team, continually makes up invalid excuses for non-payment and even though the Trustees have been in touch with the company dozens of times, the company refuses to remove the annuity from the escheatment schedule. According to the *** group, no one outside is allowed to speak to the claims department. *** is only allowed to send emails which are continuously disregarded, the Escalation team insists there is no supervisor beyond them. No one (internally or externally) is allowed to have contact in any form with the escheatment department. They have zero recourse available to contract holders.

    Business Response

    Date: 04/11/2025

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

  • Initial Complaint

    Date:04/08/2025

    Type:Customer Service 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 1998, an annuity from my late husband was made with ******************* in *********. Then they sold annuity to ******* who then sold it to Brighthouse Financial. For months, I have been trying to change my address with Brighthouse. All their calls go overseas. I can not get the people I speak with to respond to me that the annuity address has been changed. The Annuity matures in August of 2025 and should be mailed to my home address. I wanted to find out where the money is. What is going on, why they will not respond.

    Business Response

    Date: 04/09/2025

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

  • 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. 

Brighthouse Financial is NOT a BBB Accredited Business.

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