ComplaintsforThe Prudential Insurance Company of America

• Initial Complaint

  04/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Prudential has continued to make errors on my W2s and is now blocking me from getting the W2s on their website as well as not emailing or mailing them to me. I had assistance today and my forms being withheld by Prudential.

  Customer response

  04/19/2022

  An Employee there emailed me the forms last night, so, you can close the complaint.

  
  

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to receive my pension money from 'The Prudential insurance company of America" I filled out the paperwork they sent me (which was a fair amount of work, but understandable) I sent if off after some time they sent me another letter saying they received the paperwork but that I did not send the last page which needed to be signed. (Which I know I did) the letter they sent me also said that I would have to fill out the whole paperwork again. so, I called them asking since I had fill out all the paperwork why would i have to do it again? they lady on the phone said let me check to see if you can only send the signed page since you have already filled out the paperwork, she came back on the line and told me, "You only have to send back the last page signed no need to send the whole paperwork again. so, I sent it as I was told. then I got another packet of paperwork sent to me telling me that I had to send the whole packet again. At this point I called them again and told the fellow who answered the phone my problem in detail of what was happening. He said that the person should have never told me to just send the last paper sign, but that I should have filled out the all the paperwork again and sent it in. I asked him did they lose my paperwork? he said no, I said then why do I need to have it do it all over again. He said that's what he was told to say but could not answer my question to as to why they could not just add the last page signed that I had sent to them to the paperwork they already had. then I ask to speak with someone to help with this problem that has been going on for three months now, it is not a whole lot of money, but at this time in life every little bit helps, thank you for hearing my problem and hope you guys could get some answers here. my name on the paperwork is ********************* my customer ID # is ********* my ********************** Annuity # is GA-******

  Customer response

  03/30/2022

  My Name Daniel  **** case #********. I would like to thank the BBB for helping me get the help I need to resolve problems I was having with getting my pension check from Prudential. An agent from Prudential found where the problem was and took care of it. Thank you again for your assistance in dealing with this matter.

  
  

• Initial Complaint

  02/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A long-time subscriber of Prudential LTC, my 83 year old mother--who never missed a premium payment as they are collected through automatic draft--was put on benefits in Sept '20. On Oct 1, '20 she was put on premium waiver (though they continued to collect premiums) until Nov 1, '20, when Prudential inexplicably decided she was no longer "chronically ill" and stopped the benefits and waiver. In Feb, we received a check from Prud. for $3,081.74 dated Feb 22, '21, without explanation. After weeks of phone calls to customer service, on March 20, '21, customer service rep ***** said that a supervisor (who still couldn't explain the check) said "keep it, if Prud. wants it back, they'll ask for it." We initiated an appeal for their stopping her benefits, but never got a ruling. Fast forward to two weeks ago: We tried to initiate a new claim on her behalf, and were told that we could not until a billing issue was resolved. However, the customer service rep could not explain what the billing issue was. After several calls over two weeks, talking with ***** ****** and ****, **** said she had to pay $4,452.15 to bring her account up to date. ****, however, could not explain difference between the Feb '20 check and the amount billing claimed is now due. Finally, he transferred me to ******. After two hours on the phone with her, we were able to make sense of what had happened: The Feb 20 check represented a refund of premiums for Oct, Nov, Dec 20 and Jan and Feb 21. We gladly excepted the responsibility of repaying the premiums for Nov, Dec, Jan, and Feb, but not October, during which month she was under the premium waiver. Unbeknown to us, billing began applying each new draft to those months rather than the months in which they were collected. The difference resulted from a premium increase for subsequent months. Long story short, on Feb 15, '22, we authorized draft to pay the $4,452. They still won't accept a new claim because they won't process payment.

  Business response

  03/02/2022

  Hello,  We sent an Email on 2/22/2022 Directly to ****************  We cannot proceed with reviewing the complaint as the Insureds name and or Policy number was not provided. IN order to review and respond we would need the Name and address of the insured or the Insureds Policy Number.   Thank you 

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

  Process Management
  Prudential Insurance Co.  
  Email: ******************************************

• Initial Complaint

  01/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In Early November 2021, I contacted Prudential to borrow $5000 against my life insurance. They told me I had enough money in the policy that I could make a $5000 withdrawal. I got a letter within 3 days telling me of my request. A form for me to fill out came about 3 weeks later, I couldnt figure out why the letter came immediately and the form took3 weeks. Anyway, I filed the form the same day it arrived. On December 8 I got a letter saying that they mailed a check for $4941.96($5000-taxes) on December 6th. Well, as of December 28, I hadnt received a check. After several unsuccessful phone calls(their phone system said"due to an unforseen emergency our office is closed....click....hung up). I finally was able to get through a few days later. They said they would send out another check. On January 5th I received a letter from them telling me of the new transaction,however, no check. I still havent received either the alleged first or second check but the letters telling me of an "impending" check seem to get here no problem. I think they are just not paying as long as possible and I am getting tired of waiting and tired of navigating their silly telephone system. If my $4941.96 check will break them, well I guess I have to feel sorry for them and I don't want to hear any lame excuses like Covid which most companies are hiding behind. Prudential sure has enough people on board to make sure my policy is paid.

  Customer response

  02/02/2022

  In regard to complaint against Prudential Insurance *********. It has been resolved. I received a call about a week after I contacted you from Prudential concerning the issue. After a week ,they did send a check via UPS overnight. I very much doubt if they ever did send the first 2 checks that they claimed to have mailed as so far,I have never received them and allegedly the first one was mailed from New Jersey exactly 2 months ago today. Now ,I know we are in South Dakota, but to my knowledge, the Pony Express is no longer serving us. I am sure they never mailed the first two checks. Apparently your contacting them got more action than I was able to receive. Thank You very much.
  *** *******

• Initial Complaint

  11/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trying to get a pay out from a life annuity death claim. They keep saying they can't reissue a check even though it had been 2 months. Every time I call they just said it was escalated but nothing had been done.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had a terrible experience with the claims process with Prudential. We have a long term care policy covering *************************** with Prudential insurance company. My husband is over 80 years old, disabled, and is approved by Prudential representatives for in home care. However, the claims process with Prudential is horrible. We have called numerous times (every couple of weeks since August 2021) to receive reimbursement from policy covered in home care expenses. Prudentials process department is apparently outsourced, the representatives are uncaring and never follow up. Prudential requires invoices and daily notes of each in-home health visit for the covered health custodial care. This documentation (invoices and daily :care notes) has been submitted a minimum of 4 TIMES already by the health care provider. This is a provider on Prudentials approved short list. We have personally submitted the invoices by email twice ourselves in addition to the health care provider. Currently, we are owed $637 from services dates back in July 2021 and we are still awaiting reimbursement for these covered care expenses. We call Prudential every couple of weeks and nothing ever happens with respect to our reimbursement of in-home care claim. We are at our wits end and attempting this as a last effort of remediation before filing a complaint with the State Insurance commission and seeking further legal action. It is shameful how uncaring, and unresponsive Prudential is when the elderly need the benefits that they have paid premiums on for years. Shame on you PRUDENTIAL, pay us what you owe , $637 !!

• Initial Complaint

  10/14/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  essilor of america retirement account savings plan number#****** account value $330.86 under my name ***** a alvande voluntary resigned from essilor of americas *** on 9/23/21 and faxed Prudential redemption order multiple times received by them on 10/9/21 and on 10/12/21 documentation order along with 7 pages ***luding my last check and contact phone numbers of groveport lab of human resources mngt ,lab mngr/************************* ,& feaira crews direct contact email for prudential to verify my seperation from essilor to redeem my retirement acct value and send me a check for my account value presently $330.86 faxed &express mailed orders were received by prudential and the company has not fulfilled my redemption order as of 10/13/21.i called to follow up and two male reps hung up on me .The last ****************** had a case /inquiry but no account funds have been sent .Based on the character and non action of the reps this company is engaged in fraud and illegal activity in emplyees accts

  Business response

  10/25/2021

  This letter is in response to your correspondence, dated October 14, 2021 regarding the BBB ID Number listed above.  Thank you for bringing this inquiry to our attention. 

   

  Please understand that due to the confidential relationship that exists between Prudential and our account holders, we are unable to release any information to the Better Business Bureau unless explicitly directed by the complainant.  However, this is notification that on October 22, 2021 we addressed the complainants concerns.  You may follow-up directly with the complainant if you require additional information.

   

  Customer response

  10/27/2021

  
  Complaint: 16022858
  
  I am rejecting this response because:
  
  
  
  Regards,No account check has been received to date for the $338.80 in the essilor savings plan account also i sent all the direct contact info including direct phone number,fax number and address for this company the company needs to send me my check for the balance in the account immediately to be received by 7 days of todays date or lawsuit will be filed in small calims court against this company .The company can send me  the response by letter and hasnt done so to my direct address of jamen alvande ********************************************** and must also send me my check to my address enclosed and attached to my account.The company is trying to blow the complaint but nothing will go away on this matter until the check **** been received and nothing has been received as of todays date 10/27/2021 no has called either  from prudential on this matter as well.
  
  Jamen Alvande

  Business response

  11/08/2021

  This letter is in response to your correspondence, dated October 28, 2021 regarding the BBB ID Number listed above.  Thank you for bringing this inquiry to our attention. 

   

  Please understand that due to the confidential relationship that exists between Prudential and our account holders, we are unable to release any information to the Better Business Bureau unless explicitly directed by the complainant.  However, this is notification that on November 5, 2021 we addressed the complainants concerns.  You may follow-up directly with the complainant if you require additional information.

  Customer response

  11/09/2021

  i am rejecting the prudential response because i received the breakdown of the proceeds in the essilor savings acct plan redemption check and due to the illiteracy of the reps which i assumed on this matter i was overtaxed on the $345.06 redemption check .I am exempt for 2020 and 2021 for federal income taxes and the company was only supposed to deduct the ***** transaction fee for the redemption .but prudential deducted and overtaxed the redemption check for the amount of $59.01 which is not correct at all so this company owes me money in this matter because of the wrong calculations and deductions .A $345.06 check does not warrant a tax deduction of $59.01 i am exempt from federal taxes for 2020 and ************************************************************* the mail today on the breakdown of the check redemption on 11/8/21 and this company overtaxed the check and i will follow up on the matter with them as to how and what calculations were used to come to $59.01 when i am exempt from federal taxes for 2020 and 2021 .As i knew all along this company reps are illiterate at best you can tell when you talk to them  over the phone all the rep told me was a transaction fee of ***** for the redemption and thats it .so prudential owes me money because they  used  the wrong calculations and overtaxed the check period.And for the record there lying about the complaint policy because the dont want the public to know about their bad policy s and incompentence and illiteracy that is so obvious in this company and there is no way i would ever have a company like this invest my money or handle my investments or acccounts they are to dumb and to ignorant over the phone .Essilor didnt tell us about the auto opt in because theres  an incentive and kickback for them which was the ***** transaction fee that was taken from my check automatically  .Essilor was a bad company period no phone contact to there human resource **** and there were a lot of bad issues and policy with essilor its 2021 and it will never happen again with any other company that has no phone for there human resource **** and will never work for a company period that has no phone number for there personel in huiman resource ****.sincerly jamen alvande
  
  
  
  Regards,
  
  Jamen Alvande

  Business response

  11/19/2021

  Please understand that due to the confidential relationship that exists between Prudential and our account holders, we are unable to release any information to the Better Business Bureau unless explicitly directed by the complainant.  However, this is notification that on November 18, 2021 we addressed the complainants concerns.  You may follow-up directly with the complainant if you require additional information.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am my mother's POA. All paperwork required for her to receive monthly survivor benefits were faxed to Prudential 3 weeks ago. Despite multiple calls to an AUTOMATED service line (only number provided), Prudential is unable to confirm (a) when back payments to DOD would be deposited (b) what day of the month ongoing deposits will be received. DOD was August 1.; today is Oct 6. Yesterday, my 89 yr old hearing impaired mother tried to get this information and was routed to someone in *************** and did not understand one word that was said to her. I tried again today and got the exact same run around -- no one knows anything. It's 2021 and everything is automated. What's the problem? I guess you think that an 89 yr old can wait for the money she has to live on and has the time to make phone calls to a company that is unwilling or unable to help resolve simple questions? You should be ashamed of yourself or, at the very least, out of the retirement services business.

  Business response

  10/18/2021

  This letter is in response to your correspondence, dated October 7, 2021 regarding the BBB ID Number listed above.  Thank you for bringing this inquiry to our attention. 

   

  Please understand that due to the confidential relationship that exists between Prudential and our account holders, we are unable to release any information to the Better Business Bureau unless explicitly directed by the complainant.  However, this is notification that on October 15, 2021 we addressed the complainants concerns.  You may follow-up directly with the complainant if you require additional information.

*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. ↩