Complaints

This profile includes complaints for Equitable's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Equitable

  1290 Avenue of the Americas, 12th Floor New York, NY 10104-1300

• 

  MONY Group

  444 East Main Street #108 Lexington, KY 40507

• 

  AXA Financial Advisors, Inc.

  201 W. Big Beaver Suite 350 Troy, MI 48084

• 

  AXA Equitable

  PO Box 1547 Secaucus, NJ 07096

• 

  AXA Equitable

  10 Madison Ave Morristown, NJ 07960

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:04/03/2025

  Type:Sales and Advertising 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 life insurance policy for my wife and I had two policies and they both were terminated after paying our insurance premiums for 25 years straight. I need help to get my money back for my wife and I. I am 75 years and my wife is 74 we have 4 beautiful kids. We have been married for 42 years and going. We have had our payments paid on time every month for 25 + years with Equitable and they terminate our policies abruptly. And weve been trying to get this sorted out but have been at a standstill since the past 2 years or so. Please help us. I have been working on this issue for over two years now. Please help us, thank you.

  Business Response

  Date: 04/04/2025

  Good Morning, 

  
  Thank you for your correspondence received in our office today regarding your file # ********.

  
  Because of privacy concerns, and in accordance with our standard operating procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that we will provide a response to the consumer within the next 30 days which addresses the issues outlined in your correspondence.  If you desire a copy of our response, please contact the consumer, or his or her representative.   

• Initial Complaint

  Date:03/12/2025

  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.

  On or about march 3 2025 I faxed a form to ************************** re withdrawal from my *** account.. on March 10 I asked for status of withdrawal and was told they sent the money to my check account on March 7th. The money was not in my acct. I was told that sometimes ACH trans take several days. They said they would call me back on March 11th between noon and 1pm. No call!! On March 12th I called again and was told they would have to call me back within 24 hours. Something is amiss. Never had a problem with them before but something is wrong here. I can't pay my bills without them sending the money to my check acct.

  Business Response

  Date: 03/13/2025

  Dear *** *****: 

  
  Thank you for your correspondence received in our office today regarding your Complaint ID: ********.

  
  Because of privacy concerns, and in accordance with our standard operating procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that we will provide a response to the consumer within the next ********************************************** your correspondence. If you desire a copy of our response, please contact the consumer, or his or her representative. 

• Initial Complaint

  Date:02/28/2025

  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.

  I am currently a client with Equitable. I am very concerned about doing business with Equitable because 1. They continue to get my personal information wrong 2.Although I complain to them many times, Equitable continues to send me the same form to fill out that has incorrect information on it.3.I have told them that I do not want to get these forms and that my emergency contact is wrong.I do not want to do business with a company that is supposedly managing my assets when they cannot manage their own bookkeeping.I want these forms to stop being mailed to me (copy uploaded) and I want my trusted contact to be left empty.Regards,**** *. Deutsch PS. This is the second complaint I have submitted to the Better Business *****. The problem was fixed several years ago temporarily and now the problem is back. Sincerely,

  Business Response

  Date: 03/03/2025

  Good Morning, 

  Thank you for your correspondence received in our office today regarding your file #********.

  
  Because of privacy concerns, and in accordance with our standard operating procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that we will provide a response to the consumer within the next 30 days which addresses the issues outlined in your correspondence.  If you desire a copy of our response, please contact the consumer, or his or her representative.   

  Customer Answer

  Date: 03/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I am not sure that they have resolved the problem.  In their message it seems like they only promised to work on my complaint.  So, although I am happy that they will look into my complaint, I am still waiting to hear that they have resolved the problem. 
  They need to stop sending me that form with the wrong name for 'trusted contact'.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** *******
  
  
  
  
   
  

  Business Response

  Date: 03/04/2025

  Good Afternoon,

  Thank you for your correspondence received in our office today regarding your file # ********.

  
  Because of privacy concerns, and in accordance with our standard operating procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that we will provide a response to the consumer within the next 30 days which addresses the issues outlined in your correspondence.  If you desire a copy of our response, please contact the consumer, or his or her representative.   

• Initial Complaint

  Date:02/21/2025

  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 have been trying for several months to receive the death benefit from this company. I never get to speak to anyone in charge. This has been on going since November 2024. I'm a widow who is in need of this policy money. This has been very upsetting to my general health welfare. Thank you,******* ********

  Business Response

  Date: 02/21/2025

  Dear ******************************** you for your correspondence received in our office regarding your Complaint ID: ********. 

  Because of privacy concerns, and in accordance with our standard operating procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that we will provide a response to the consumer within the next ********************************************** your correspondence. If you desire a copy of our response, please contact the consumer, or his or her representative. 
  
  Respectfully, 

• Initial Complaint

  Date:02/05/2025

  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.

  My Mother had a life insurance policy with Equitable. She passed on 12/8/24. Since 12/10/24 I have tried to get them to pay the claim, They said they would email forms to me and it took over 3 weeks to get them. On 1/21/25 they said they had all they need and would send checks. On 1/30/25 I called and they said the process was stopped because my brother's name is not on my Mothers account. Told them just to send him a check instead of direct deposit. on 2/3/25 they said it's still in process, should be disbursed in a couple days. On 2/5/25 they said it is on hold again because the obituary doesn't list my step siblings as step siblings. They were told who the biological children were in December. This all seems to be a deliberate attempt to delay paying the claim.

  Business Response

  Date: 02/05/2025

  Good Afternoon, 

  Thank you for your correspondence received in our office today regarding your file # ********.

  
  Because of privacy concerns, and in accordance with our standard operating procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that we will provide a response to the consumer within the next 30 days which addresses the issues outlined in your correspondence.  If you desire a copy of our response, please contact the consumer, or his or her representative.   

• Initial Complaint

  Date:01/28/2025

  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.

  I have been attempting to secure a loan from my 403(b) account since December, but the process has been incredibly frustrating and exhausting.The advisor for my account has provided me with four different applications, all of which were returned due to being the incorrect forms. Most recently, I submitted another application and have yet to receive any feedback. When I contact Equitable, I am told there is no record of my loan request. Additionally, when I attempted to fax the application, it was returned with a note stating it could not be processed.This has been an ongoing issue for far too long, and I find it unacceptable. This is my money, and I need this loan processed immediately. Please address this matter urgently and provide clear instructions to ensure the process is completed without further delays.I look forward to your prompt response.Amount $500

  Business Response

  Date: 01/28/2025

  Dear ******************************** you for your correspondence received in our office today regarding your Complaint ID: ********.

  
  Because of privacy concerns, and in accordance with our standard operating procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that we will provide a response to the consumer within the next ********************************************** your correspondence. If you desire a copy of our response, please contact the consumer, or his or her representative. 

• Initial Complaint

  Date:12/18/2024

  Type:Customer Service 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 am a pensioner and retiree. My sons have tried to withdraw my funds from this company and no matter what additional documents we supply, they refuse. I am older and should not be made to jump through hoops the access my funds. We have spent hours on the phone and filled out all of the paper work that was asked for us and they keep asking for more documents. Their requests seem vague and incomplete. I need to access my funds urgently.

  Business Response

  Date: 12/18/2024

  Dear ******************************** you for your correspondence received in our o?ce regarding your Complaint ID: ********.

  
  Because of privacy concerns, and in accordance with our standard operating procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that we will provide a response to the consumer within the next ********************************************** your correspondence. If you desire a copy of our response, please contact the consumer, or his or her representative. 

  Customer Answer

  Date: 12/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Our dealings in private have not yeilded the withdrawl of my funds. This is more stonewalling.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *******
  
  
  
  
   
  

  Business Response

  Date: 12/20/2024

  Good Afternoon, 

  Thank you for your correspondence received in our office today regarding your file # ********.

  
  Because of privacy concerns, and in accordance with our standard operating procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that we will provide a response to the consumer within the next 30 days which addresses the issues outlined in your correspondence.  If you desire a copy of our response, please contact the consumer, or his or her representative.   

  Customer Answer

  Date: 12/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They are relying on vague internal processes to keep my money. This is why I am making the complaint in the first place. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *******
  
  
  
  
   
  

• Initial Complaint

  Date:09/09/2024

  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.

  On 07-01-2024 I submitted a life insurance disbursement form to Equitable to surrender my life policy and receive a cash value payment. The form was processed promptly and I received a check for the cash value. On July 10th I received a secure email and letter attachment from the Equitable ************** (***********************) with the gross cash value, taxable gain, and indicating the total dividends paid on the policy exceeded the total premiums paid so there is no cost basis remaining in the policy. I was surprised that the amount of the cash value of the policy was about the same as what I estimated the total premiums paid should be. I was wondering how the total dividends paid could have been twice the amount of the total premiums paid (cost basis). So on July 12th I sent a secure email back to the Equitable ************** (***********************) asking what was used as the cost basis amount but did not receive any response from *************. On July 19th I received a letter from the Equitable ************** (*********************) with essentially the same information as the letter of July 10th from ***********************. On July 30th I sent another secure email to the Equitable ************** (*********************) requesting more detailed information on how the amounts in the letters of July 10th and 19th were determined and calculated. However, I did not receive any response from ******************. On August 15th I called the ************** and spoke with ****************. I indicated that I was disappointed that Equitable staff were not responding to my requests for information and that I would file a complaint if my issue was not resolved. I was assigned Case ID #********* and I forwarded the secure message that had been sent to ********************* on July 30th to the Customer ************** secure email address. I received a reply from the Customer ************** on August 15th indicating to allow 14 business days for processing but again I have not received any response to my requested information.

  Business Response

  Date: 09/09/2024

  Good Afternoon, 

  Thank you for your correspondence received in our office today regarding your file # ********.
  

  Because of privacy concerns, and in accordance with our standard operating procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that we will provide a response to the consumer within the next 30 days which addresses the issues outlined in your correspondence.  If you desire a copy of our response, please contact the consumer, or his or her representative.   

  Customer Answer

  Date: 09/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I had a life policy with Equitable since 1958. This BS boiler plate response they provided is consistent with experience I already described in my complaint against the company.  Equitable is essentially indicating they are NOT accountable to the BBB or their long-time customers. ********************** has become unethical, shady, and despicable.

   

   Sincerely,

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

  Customer Answer

  Date: 09/20/2024

  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 and the matter has been resolved.
  
   

   

  Hello Team,

   

  As of today Equitable has submitted all the information I have been requesting since July to my satisfaction.

   

  This complaint case can be closed.  Please let me know if you need any additional information.

   

  Sincerely,

   

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

   
   
  
  

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair 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 had a qualifying event that allows me to take a distribution from my 403b. I completed paperwork on 8-27-24 and faxed back to company with approval of TPA. Called on 8-28 to verify that they received fax as instructed - was told request was being processed and to call back on 8-30. Money I requested was removed from my 403b account on ************** on 8-30-24 as no money deposited into my account. Spoke with customer service member ******* who stated that request was processed and funds were taken yesterday from my account and would be put in my account on ****** since Monday was a holiday I asked why it could not be put in on Friday she stated it was being processed -asked what is involved or meant by processing could not answer. She was unable to tell me what they would be doing with my money since it was already taken out of my account. I received a call back later on 8-30-24 from ******* stating that she did put in a request to "expidite" my deposit in bank but had not yet heard back.On 9-3-24 money not in account and no indication money has been put in account and not yet cleared. Called Equitable spoke with ****** who indicates that the money is not going to be deposited until Wednesday 9-4-24 and states that don't I know that yesterday was a holiday and they just opened. I informed that I spoke with ******* on Friday and told that it would be put in my bank on Tuesday. Left message with advisor as of yet no recall ( did not respond to earlier email)I had requested to speak to a manager but given script of "this is not something that we would elevate to a manager" ******* who I spoke to states that she never told me MY money would be put in account on Tuesday she insists she stated Wednesday- howver Wednesday was never mentioned in call on 8-30-24. She states she put in expidited request for it to be put in on Tuesday I requested to take out ****** dollars of MY money and it was taken out of my account but not put in my bank account

  Customer Answer

  Date: 09/04/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair 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 had a retirement account with ********************** several years ago and hadn't moved the funds. My old employer closed the account, so I finally had to move the funds. I've been trying to do so since May of 2024. Every step has been made more and more impossible by Equitable. Finally I thought I'd jumped through all the hoops and gotten my money. They claim to have sent a check to my current provider...who a month later has not received it. They say the only way they can send a new check is if they have some sort of affidavit from the new provider (who says they don't do that). I'm at a loss on what to do next. I don't understand why they can't cancel and reissue the check (if they ever sent it to begin with). They still have my money even though the account is closed and they give absolutely no recourse for getting it back.

  Business Response

  Date: 08/20/2024

  Good Morning, 

  Thank you for your correspondence received in our office today regarding your file # ********.

  
  Because of privacy concerns, and in accordance with our standard operating procedures, we cannot answer inquiries or complaints to non-regulatory organizations, but please be assured that we will provide a response to the consumer within the next 30 days which addresses the issues outlined in your correspondence.  If you desire a copy of our response, please contact the consumer, or his or her representative.   

  Customer Answer

  Date: 08/22/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************