Complaints

• Initial Complaint

  02/13/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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. 

• Initial Complaint

  02/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **Complaint Description:** I am the Executor of my late mother, ******* ******* Swansons**, estate. She passed away on **January 30, 2025**. Since her passing, I have been trying to identify and resolve a recurring charge from **Brighthouse Financial** that continues to be deducted from her bank account every month in the amount of **$16.22**. The charge appears on her bank statements with the description: **"BRIGHTHOUSE FIN JAN INSPRM ****** D15955 D/M *******"** The only related document I have is an old privacy policy that lists a **policy number of 030738-18**, addressed to ******* ********* at ************************************************************************, with the associated phone number ****************. Despite numerous attempts to contact Brighthouse Financial's customer service, I have been unable to obtain any useful information. Every representative I have spoken with has failed to locate a policy in my mothers name, transferred me to other departments without resolution, or provided me with the same unhelpful phone numbers. I am filing this complaint because Brighthouse Financial has not provided **any** clarity or assistance in resolving this matter. I need a U.S.-based representative to: 1. Identify what **policy or account** is associated with this recurring **$16.22** charge. 2. Explain **why Brighthouse Financial continues to bill my deceased mother's account**. 3. Provide **instructions on how to cancel and recover any wrongful deductions** made after her passing. The lack of transparency and inability to escalate my request to someone who can assist is unacceptable. I expect Brighthouse Financial to respond promptly with a resolution. **Desired Resolution:** - Confirmation of the **policy details** associated with this charge. - Immediate **cancellation** of any further deductions. - Refund of **any funds charged posthumously** if applicable. Please let me know if you need any modifications before you submit your complaint.

  Business response

  02/04/2025

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

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My brother and I were receiving monthly payments on an annuity that we inheirited from my mother in 2017. My brother passed away in September 20, 2024. I have since been trying to get Brighthouse give me a resolution as to either giving me his monthly payment as they have said or paying it out which they offered once.I keep getting the runaround and just got off the phone. Can someone at the BBB please help me. It has been four months of sending over their forms. Every time I call, it is another request with no resolution.

  Business response

  01/22/2025

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

  Customer response

  01/24/2025

   
  I am rejecting this response because:

  I would like the BBB to be involved in this dispute because I have been trying since 10/4/2024 to get a resolution. I emailed Brighthouse with the correct information as they were missing the correct information as per usual. I will keep you posted.  Once the issue has been completely resolved, I will then accept it as such.

  Thank you for your help in this matter!

  It is greatly appreciated!

  *****

  
  

  Business response

  01/29/2025

  We are addressing this matter with Ms. ********** directly. 

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had 0 access to my online view of my account under policy # ******* within Group #****** since November 1, 2024, and have made at least 5 attempts to access my accounts through your service team.Please change my Representative and remove the custodian restrictions on the account. Your representative on the phone said this is purely a custodian issue and has nothing to do with me, which makes no sense as to why the problem hasnt been handled.I have also received no information on my loan, and need to know who to pay, how to pay, and when. Until I get access to my account view online, I cant make these loan payments.I think they are trying to steal my retirement accounts and should be brought to justice. They have not sent me a quarterly statement in the last 7 months and they have restricted access to my retirement accounts. If these matters are not handled as soon as possible, I plan to make this a complaint with the *** and get legal action if needed. Please update with a deadline on when you plan to get me access by so I have record of your ************ like to solve this in the simplest way possible, but that is entirely up to your efforts.Please contact me if you need clarification.

  Business response

  01/23/2025

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

• Initial Complaint

  12/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  More info

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

  More info

  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

  More info

  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

  More info

  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

  More info

  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. 

*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. ↩