Complaints

This profile includes complaints for The Prudential Insurance Company of America's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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The Prudential Insurance Company of America has 58 locations, listed below.

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• 

  The Prudential Insurance Company of America

  213 Washington St Newark, NJ 07102-2917

• 

  The Prudential Insurance Company of America

  1 Corporate Dr Shelton, CT 06484

• 

  The Prudential Insurance Company of America

  45 Rockefeller Plaza New York, NY 10111

• 

  The Prudential Insurance Company of America

  1225 E Waterloo Rd Akron, OH 44306

• 

  The Prudential Insurance Company of America

  3515 Massillon Rd., Suite 200 Uniontown, OH 44685

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.

• Initial Complaint

  Date:05/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Early 2024, I received a packet stating that my uncle had remaining funds in his Prudential account. I contacted Prudential in order to obtain further information. The agent stated that the funds were in abandoned property and if the documents were not completed by April 2024 that it would be send to the State. They advised me on what to do, except they omitted the fact that i needed to get a Tax Exempt SSN ID for the form. I completed the forms and mailed it back to Prudential. Prudential failed to follow up with me to advise me that one page was missing vital information. Even though they had my contact information (email/cell/address), they did not tell me that the tax ID was missing. I kept receiving the Prudential application packets. In those packets, Prudential did not communicate with me that there was an error. Instead, they assumed i would know what to do. After i received the last application packet in April 2024, i decided to call Prudential to get a status update and because i thought it was odd i kept getting these packets. At that time, I was advised that the funds had past their abandoned due date. The agent was able get a hold of someone from the abandoned property division. She advised me that the funds were still in their department and that they were not sent to the State. I was told that the money would get written in a check and shipped overnight. This alleged check should have been delivered last week. I decided to do a follow up and called Prudential 05/14/24. The agent stated to me that the funds were sent to the state. At no point did Prudential contact me to relay this message. I was misled and lied to. Prudential failed to provide promptly communication and updates. As a result of their ******************************* it has caused me unnecessary stress because i have to go through the State process. Its not a guarantee that those funds would be collected. I'm highly disappointed by Prudential. They caused ******* family unnecessary pain

  Business Response

  Date: 05/16/2024

  Thank you for forwarding this to our attention.  We are not able to research and respond to the complaint at time because the name of the policy/account owner and policy/account number were not provided by the correspondent .  Please provide this information at your earliest convenience.

   

• Initial Complaint

  Date:05/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The company stated has held my short disability payments twice and refuse to give me any information. I've asked for a manager to call multiple times to resolve the issue and have not received a call back.

  Business Response

  Date: 05/14/2024

  We are asking for the policy number, the name of the policy owner, and/or type of policy. Please confirm.

  
  

• Initial Complaint

  Date:04/27/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 December ******************************************************************************************************************* contacting Prudential I was transfered thru several departments with no assistsnce. This continued to happen everytime I called lasting until March 2024. That is when A agent told me my policy which I have proof was a 20 year policy set at a certain ($) amount was termed out at ten years. Why? Automatic pay was set up we never missed a pay date. No notice of policy ending, also the amount in my contract was not what I was covered for. I wanted to have my policy continue I even asked to change to a whole life policy. I was told it will happen and the documents will be sent. NOTHING HAS BEEN SENT! My calls and emails are ignored and I have no life insurance coverage. It is almost May. They have lied taken my money, not kept there word to the contract I signed. I will never do business with them again. Make sure everyone what your paying for is really the amount you asked your policy to be. Check often so when you die your family do not get a nasty surprise.

• Initial Complaint

  Date:04/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 called 2 times and sent 2 letters with no replies. I want to cash in my life insurance policy- ******** and no one will reply to me. I no longer need the policy because I have already taken care of all my final wishes with a nursing home. The face value of the policy was $25000 but I also have paid up additional monies on the policy.

  Customer Answer

  Date: 05/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  **** * *****

• Initial Complaint

  Date:04/16/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  February 26, 2024 notified Prudential (via phone) of family death to initiate claim for $10,000 death benefit. Representative informed me that she had all the information needed and the benefit would be deposited in my bank account within 10-15 business days. Weeks later, I received claim forms in the mail which I filled out and returned. March 21, 2024 Prudential received claim paperwork certified mail. Claim #************* I have made numerous calls to Prudential checking on the status of this claim and have been provided with the same inaccurate information each time. April 2, 2024 - I was initially told that they needed a bill from the funeral home in order to process the claim. I explained that I included the funeral agreement with the original paperwork as requested; however, the funeral bill was paid in full. Once again, I was assured that the claim would be processed. April 8, 2024 - After receiving nothing, I called again and had the same conversation as described above. The representative then added that my claim could not be done electronically because I was the sole beneficiary and my bank account was held jointly with my husband. Ended phone call with the same assurance that the claim would move forward. April 15, 2024 - Same conversation about paying the funeral home. This time, I insisted that they call the funeral home for confirmation while I was on hold. After getting a verbal confirmation from the funeral home, they informed me that now they are waiting for documentation that the bill was paid. Again, I told them that I provided the funeral documents when the initial claim was filed. I don't understand Prudential's total fixation with the funeral home. Prudential has no contract nor obligation to pay any funeral expenses. I am the sole beneficiary on this policy and am owed $10,000. Prudential is doing everything possible to avoid paying on this death benefit claim.

  Customer Answer

  Date: 05/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  ******** ****

• Initial Complaint

  Date:04/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My dad ************************* has a life insurance policy with prudential its about to laps and they cant give us any info or find it in the computer please help ************

• Initial Complaint

  Date:04/05/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Im a beneficiary trying to close out my portion due to my Mothers death. On 3-22-2024 I received a Reference #******** This Empower group is holding up the process and just about impossible to get ahold of anyone who has answers to why this is so hard to get done and for all involved to move forward. I have sent all required documents to them.

• Initial Complaint

  Date:04/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 all started in 2023. My husband had an old life insurance policy from an employer he worked with over 15 years ago, the mail for this account had been going to his mothers house. We discovered the account in 2023 and decided to close it out as the account was trending down & constantly taking money from itself to pay the monthly fees. There was maybe 10k in there, when we filed the surrender paperwork we elected to have federal taxes withheld and understood that some of the money would also go towards account fees. Fair enough, this was just something we wanted to have taken care of and closed out, we didn't care how much we got as long as we didn't need to pay anything. We received a check in March of 2023 for around $2500. Went about our business until 2024, we received a 1099R regarding the dispersement of this account. THE TAXABLE AMOUNT LISTED WAS OVER 5K, THEY ALSO PUT 0.00 FOR FEDERAL TAX WITHHELD. Took this to my accountant, he confirmed that we will be paying taxes on this 5k which will cost us $1,100.00. WHAT?! We received $2496.09 and that amount should have already have taxes taken out! After MONTHS of back and forth with many employees at Prudential we were given the run around. Finally someone reaches out and explains that YES, A MISTAKE WAS MADE, she listened to all the calls we had made and admitted to her company not knowing what they were talking about & hiding info from us (not to mention every time we called it was like they had no idea, they did. They kept lying to cover it up). We think great, we will be heard. NOPE. Now we are pushed off to the complaint department with no resolution in sight, because "she can't get anywhere with her department". We are out $1100 & not sure where else to turn. I have requested all of the recorded conversations, they do not seem at all happy about that. We just want this to be fixed, they should have fixed the 1099. At least compensate us for the $1100 AND our time ($1,500 would the minimum for fairness).

  Customer Answer

  Date: 04/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  They are doing nothing to rectify the issue. 4 months of dealing with this and they stated that yes we made a mistake and ruined your taxes but we're not going to do anything about it. Completely useless imbeciles at Prudential. I hope it comes back to bite you one day. I know I sure will, look out! Lavi w****** is a useless ***** and I hope he gets everything he deserves in this life and the next. **** ***. 
  
  
  Regards,
  ******* ******** 

• Initial Complaint

  Date:03/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 called years ago during the pandemic to close out my policy and never received a check.I currently for the last three days have spoken to four different people yet have not received a check although I was told I was being charged $25 fee to overnight my payout to me yesterday.This morning I called to get tracking number and was told it was not sent.I would like my payout overnighted to me ASAP-today if at all possible. I was told it was expedited yet still have not received word yet at 1:30pm cst. I believe there should be a review of the process that Prudential (and other companies) use to do payouts. I would also like access to the portal which I still have not been able to see in the last three days. I have changed my email and address years ago and they still had an old email to which I no longer have access. First check sent to me and then a. review to se if additional monies are owed in interest. In addition, I also reached out to *********************' office who is/was the agent on file for the policy to followup and expedite.

• Initial Complaint

  Date:03/18/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 had to file a death claim with Prudential after the loss of my mother. I asked for my funds to be deposited into my checking account electronically but Prudential mailed a check that I was not able to cash due to the large amount and there not being any local branches for my bank. This has caused me even more stress during my grieving process. I was told by Prudential that there was an issue with my bank account that they would not specify, I went over my paperwork again and informed Prudential that all of the information was correct. I contacted Prudential on 3/11/24 at phone number 1-***-***-**** and asked for the check to be voided and the funds be electronically sent to my checking account. I called back on 3/14/24 to check the status and was ensured my request was being processed. When I called back again on 3/18/24 the person I spoke to told me I didn't put in the request to void the check until 3/14/24 which is incorrect information. This company seems to be operating fraudulently or they have incompetent people speaking to it's consumers on their behalf. I do not understand why they would add unnecessary stress to someone that is grieving the loss of a loving mother.