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Initial Complaint
12/23/2024
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.
In March Brighthouse began a campaign to artificially prune my long standing ***************** policy by 1) "Not receiving" a payment. 2) Not sending a notice about this missing payment. 3) Flagging the account for reinstatement but not telling me until they received a 2nd check that I sent after I noticed the first was not cashed 4) Rejecting subsequent reinstatement attempts by either complaining about information provided, or providing conflicting instructions about payment "rules" (i.e. date check before form, no wait, after the form) 5) Once they dragged it out long enough to lapse, they found pre-existing excuses to not reinstate via receivership. General cooperate policy is to make things difficult via 1) Saying they sent documents, but I only actually receive selective ones 2) Saying they send email updates, but the operators can only request to have them sent. I just want everything put back the way it was before, or an admission this was purposeful and a refund of my 15 years of payments. If this is a new corporate policy to cut potential costs it should be investigated.
Business response
12/27/2024
Thank you for bringing this to our attention. We will investigate this matter and respond to the complainant directly.
Customer response
12/28/2024

I am rejecting this response because:
With Brighthouse there is no way to know what the response will be within 5 business days. They do this on purpose. Brighthouse has repeatedly stated "7-10" business days for any communication (to and from) and then goes on to blame it on the USPS. Again - this is a corporate smokescreen policy based on the operators I speak with. And when say they send documents, I only receive them if it suits their agenda. Other stuff just disappears in to the ether.
Business response
12/29/2024
Thank you for your additional communication. We will provide a written response to you after our investigation.
Initial Complaint
12/17/2024
Complaint Type:
Billing 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.
************** Renewal was canceled due to lack of payment. First Payment sent on May 9, 2023, (have bank confirmation.) Brighthouse claims they did not received. Canceled first payment and resubmitted second payment on July 12, 2023 (have bank confirmation) Brighthouse claimed several times that no payment was received. I have emailed several bank confirmations to Brighthouse and they still claim no payment. These 2 payments were made the same as all prior payments, which never had an issue.Brighthouse stated in a letter dated October 23, 2023 payment could not be found on July 14, 2023 when I called. Brighthouse states in another letter dated August 9, 2024 confirming that the payment was indeed received on July 12, 2023. We have made several phone calls and received conflicting answers each time. All requested information that Brighthouse requested was sent via email and/or fax. We have proof that the faxed information was received. We have heard that my policy will be reinstated. Then we were told the policy was in underwriting. This went on for several months and I proved many times the policy was paid. Brighthouse canceled my life insurance policy. I have had a $2 million life insurance policy for several years with a 20 year guaranteed term of $2929.00/year. Brighthouse customer service is HORRIBLE... Lack of response to multiple emails and then getting bogus answers via phone calls. Policy lapsed, reinstated, still in underwriting, no payment. Very conflicting information for ********** is it that Brighthouse can deny payment received and then confirm payment was received in time for reinstatement of the policy and not be liable? I would like for Brighthouse to reinstate my policy effective immediately.
Business response
12/18/2024
Please be advised that this matter has been addressed with the complainant directly in prior complaints. We will connect with the complainant on this most recent request.
Customer response
12/18/2024

I am rejecting this response because:
I have proof that all requested information was received by Brighthouse!!!
Business response
12/27/2024
Please be advised that we addressed this matter the complainant previously and provided the details of our findings.
Initial Complaint
12/04/2024
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.
Brighthouse has been incredibly difficult to deal with in regards to getting them to distribute funds from an annuity that has matured for my 100 year old mother. Because of her advanced age and some cognitive issues she has I have been helping her through this process. I have spoken to ***** on four different occasions and every time they come up with another requirement that they failed to mention during the previous call. This initially started in August of this year and four months later has yet to be resolved. We initially submitted all of the paperwork they sent us only to later find out that there was additional paperwork that needed to be submitted. Then, we were told that the processing department wouldn't accept the discrepency in her signatures that appeared from her official state issued ID that she obtained 8 years ago vs how it now appears. Keep in mind this woman is now 100 years old. We were told if her financial advisor would vouch for her signatures, which she did, they would accept that. Now after that, they are now telling us there is yet another form that needs to be submitted. It has been one issue after another and each time in speaking with a **** they assure us that that is the last thing they need to process the distribution until we call and they notify us of another issue.. This whole process is needlessly being drug out by the ***** by not notifying us during the calls of what all is needed until another call is made.
Business response
12/05/2024
Thank you for bringing this to our attention. We will investigate this matter and respond to the complainant directly.
Initial Complaint
11/27/2024
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.
I have been attempting to have my Tax Sheltered Annuity transferred to another company since August. I have faxed, emailed and snail mailed the required application more than six times. They will not release the money. The reason is stated Provided PA signature is not updated in our system. I was finally given access to a supervisor who said the issue was the companys own records. I dont understand why they are able to hold my money because their own records are out of date. They refuse to contact my former school district directly. The district has been very supportive and have done everything I have asked, including emailing, faxing and mailing the given forms. I believe this withholding of my money is abusive. It is more than $ 60, ****** I believe this is a delaying tactic and should be against the law. I have contacted the school district again, asking for further documentation but I want to go on record to inform others of this disgraceful business practice. I want my money! I earned it, saved it and do not understand how it can continue to be withheld.
Business response
12/02/2024
Thank you for sharing your comments. We regret to hear that you had a frustrating service experience, and welcome the opportunity address your concerns.
Please note, Brighthouse customers, or those authorized to act on behalf of a Brighthouse customer, are encouraged to submit customer complaints to ********************** Customer Relations directly by sending an email to ************************************** via fax to ************, or by leaving a message in our general mail box at ************.Once received, your complaint will be assigned to an associate for handling who will provide you with a response directly. For privacy reasons, Brighthouse is unable to address the customer's concerns in detail via ********************* platform as those responses are available to the public.
Sincerely,
Brighthouse Customer Relations
Initial Complaint
11/26/2024
Complaint Type:
Order 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 have been trying to surrender a variable life policy of 37K with Brighthouse Financial. Sent the request form, photos of ID and called to follow up few times since 11/18/2024. Every time I called I've been given different reason including the request was not received, need signature verification, need send request to manager ... I tried sending the form the their manager email but was rejected. Their email on the surrender form is not valid. And none of their suggestion options worked and I still haven't seen any progress made so far. Searched online and they have tons of negative reviews. I started to worry if I can get my money back. Anyone else has similar experience? Let's see how long this is going to take.
Business response
12/02/2024
Thank you for sharing your comments. We regret to hear that you had a frustrating service experience, and welcome the opportunity address your concerns.
Please note, Brighthouse customers, or those authorized to act on behalf of a Brighthouse customer, are encouraged to submit customer complaints to ********************** Customer Relations directly by sending an email to ************************************** via fax to ************, or by leaving a message in our general mail box at ************.Once received, your complaint will be assigned to an associate for handling who will provide you with a response directly. For privacy reasons, Brighthouse is unable to address the customer's concerns in detail via ********************* platform as those responses are available to the public.
Sincerely,
Brighthouse Customer Relations
Initial Complaint
11/25/2024
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.
I changed my banking information and emailed them my updated banking information on October 21 (I have a screenshot of it) My November 14th payment never got to me so I called. They said they deposited it into my old checking account because they never got any email of my new one. When I said, yes you did, Im looking at it right now, they put me on hold, then came back and said, well we did receive it but it had your SS number and not your policy, so thats why. The gentleman I talked to before I sent my updated checking account information said for me to use my SS since I didnt have my policy number. They basically ignored that and just said, well its going to take 3-5 business days to update it. Well here I am over two weeks later and I still havent gotten my direct deposit. I call every day and they either say its processing or its been deposited today, give it 2-5 business days Im so sick of this! Im tired of the lies. My bills are late. THEN they block my email *********************** account. ***** is very rude ( I doubt thats her real name) I just want my payment! Wish I could change companies but I cant I guess..
Business response
11/26/2024
Thank you for bringing this to our attention. We will investigate this matter and respond to the complainant directly.
Customer response
11/28/2024

I am rejecting this response because:

I finally received my deposit. Its sad it had to come to me making a complaint in order for things to get done. I also asked 3 weeks ago for them to mail me my policy number since I misplaced it. I havent received it.
Business response
12/02/2024
Thank you for sharing your comments. We regret to hear that you had a frustrating service experience, and welcome the opportunity address your concerns.
Please note, Brighthouse customers, or those authorized to act on behalf of a Brighthouse customer, are encouraged to submit customer complaints to ********************** Customer Relations directly by sending an email to ************************************** via fax to ************, or by leaving a message in our general mail box at ************.Once received, your complaint will be assigned to an associate for handling who will provide you with a response directly. For privacy reasons, Brighthouse is unable to address the customer's concerns in detail via ********************* platform as those responses are available to the public.
Sincerely,
Brighthouse Customer Relations
Customer response
12/02/2024

I am rejecting this response because:

I did on November 25 2024. ( as shown on attached files) No one ever got back to me, which is why Im here. Im just trying to create my account online on your website as well. I would like to be able to check things, but when I put all my information in. It says, file not found. Or something a long those lines. I have my contract number which I thought its all I needed, but I guess i need a policy number which I dont have. Could you please help me with creating my account online? When I call your main number they cant help me either because they are not allowed to give out the policy number, but I only have a contract number.
can your complaint department just respond to my emails. So I can end this conversation on here?
Business response
12/04/2024
Ms. ****** please look for a response via email today.
Customer response
12/16/2024

I am rejecting this response because:I have a previous complaint that I thought had been resolved. This all started because I changed my banking information with them. They failed to update it so I didnt get my direct deposit until three weeks later. When I finally got it I thought things were good now but here I am. December 14, and I didnt get my deposit AGAIN! I just dont understand what is going on over there?? Once again Im going to be late on all my bills, all because someone decided to not do their job.

Business response
12/18/2024
Please be advised that this matter was confirmed as resolved in a recent email exchange with us.
Initial Complaint
11/12/2024
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.
Brighthouse is cheating a 100 year old woman out of $11000.
Business response
11/13/2024
Thank you for notifying us of your concerns. For privacy reasons, we will investigate this matter and response to the complainant directly.
Customer response
11/17/2024

I am rejecting this response because: I want the complaint to remain open till a resolution is reached. at this point it is under review by Brighhouse which is patently absurd as the the original request was blatantly ignored to the advantage of Brighthouse.
****** S ********

Business response
11/18/2024
Thank you for sharing your comments. We regret to hear that you had a frustrating service experience, and welcome the opportunity address your concerns.
Please note, Brighthouse customers, or those authorized to act on behalf of a Brighthouse customer, are encouraged to submit customer complaints to ********************** Customer Relations directly by sending an email to ************************************** via fax to ************, or by leaving a message in our general mail box at ************.Once received, your complaint will be assigned to an associate for handling who will provide you with a response directly. For privacy reasons, Brighthouse is unable to address the customer's concerns in detail via ********************* platform as those responses are available to the public.
Sincerely,
Brighthouse Customer Relations
Initial Complaint
11/08/2024
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.
Spent 2 hours on call with Metlife/Bright House Life Insurance today (9/30) after going back and forth with them on this silly ACH authorization (changing my monthly deposit) because I closed my bank account. This ordeal has been going on since July 2024.Initially tried to change my ACH since I changed bank accounts. Took them forever to send the form. I sent back the physical paper, they did not get it done in time so the account lapsed. They asked for *****, I sent it in by deadline. I sent this in early August, they deposited it August 21. They took 3 weeks to deposit it....so it now the account is in some mystery status. They asked for $120.15 to reinstate it up to December. I sent this in first week of September, they deposited it 9/23 with ACH authorization again. I called today and was told my account is still lapsed and on hold because my balance is ******. Well, $120.15 + $***** is that amount isn't it? No...because for whatever reason, they decided to refund my $***** back recently. What the h*** is going on? What happens with my $120 now? Where is my policy? What kind of scam is going on with this place.
Business response
10/15/2024
Dear Investigator,

This is in response to your letter regarding the above referenced complaint.

On March 6, 2017, MetLife separated a substantial portion of its U.S. Retail business to Brighthouse Financial. This complaint is regarding a policy no longer affiliated with ********

Please redirect this correspondence to Brighthouse Financial at the following address:

Brighthouse Financial
********************************
*********, NC 28277

Email: ***************************************************************
Fax: **************

******* *****
Customer Relations Specialist
MetLife Corporate Customer Relations
Business response
10/24/2024
Good morning-
you were provided an explanation on October 15 - this is a ******* contract - therefore this complaint needs to go to ********
Business response
11/11/2024
Thank you for this email. We will address this matter with the complainant directly.
Customer response
11/12/2024

I am rejecting this response because:
The issue still has not been resolved. Literally this week, I got mailed back the $120 again (this is probably the 4th time this has happened) and my account is still in limbo with no known status.
Business response
11/12/2024
Thank you for sharing your comments. We regret to hear that you had a frustrating service experience, and welcome the opportunity address your concerns.
Please note, Brighthouse customers, or those authorized to act on behalf of a Brighthouse customer, are encouraged to submit customer complaints to ********************** Customer Relations directly by sending an email to ************************************** via fax to ************, or by leaving a message in our general mail box at ************.Once received, your complaint will be assigned to an associate for handling who will provide you with a response directly. For privacy reasons, Brighthouse is unable to address the customer's concerns in detail via ********************* platform as those responses are available to the public.
Sincerely,
Brighthouse Customer Relations
Initial Complaint
11/08/2024
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.
My policy is up for renewal and the prices increased from around $30 a month to over $300 a month. I contacted customer service to request the policy be cancelled. I was informed they don't manually cancel term life policies and that I should ignore any payment requests and the policy will automatically be cancelled after 60 days of non-payment. When I asked for this information to be sent to me in writing they wouldn't confirm they would do it multiple times. I then asked to speak to a supervisor. After being put on hold I was told no supervisor was available but they would have one call me. That isn't acceptable. I want the policy cancelled immediately and confirmed in writing. I've also tried contacting my representative and haven't had my calls returned to this point.
Business response
11/11/2024
Thank you for notifying us of these concerns. We will address this matter with the customer directly.
Initial Complaint
11/07/2024
Complaint Type:
Billing 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.
Brighthouse continues to delay payment to long term care facility- Father in Law paid into this provider for several years for long term care- now that it is needed they continue to delay payment and Mother in Law has to pay out of pocket- Just received mail asking for information dated back to July this is November- her **** bill was overcharged from the current approved provider because Brighthouse has not paid the provider- it seems like every few months they continue to ask for information dated back 4-6 months ago. This is crazy!! Please help!!!!!
Business response
11/11/2024
Thank you for this notification. We will investigate this matter and respond to the complainant directly.

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