ComplaintsforEquitable
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/27/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
A beneficiary claim form was filed on 10-6-2023, there has been no progress to settle the claim. I call regularly to get updates and I am informed there are no updates to provide. They also inform me there is no way to escalate my issue or speak to someone else directly. The company is behaving in an unethical and unprofessional manner by not getting back to the client on the issue or next steps to drive action for resolution.Business response
06/27/2024
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 response
07/18/2024
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:The matter has not been resolved. I was informed on July 11, 2024 the processing would of the new contract would be completed. As of today, July 18, 2024, it has still not been finalized. I have called in again and sent an email requesting an update but have not received a response.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business response
07/18/2024
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.
Initial Complaint
05/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
After the unfortunate passing of my relative, I reached out to this company to try to get his affairs settled and information on how to do so. Both agents I spoke with were very rude and unsympathetic to me. The first agent kept asking for me to put the contract holder on the phone ( my deceased loved one). Disgusting. I was transferred to the death benefit department and the senior rep refused to tell me what documents or information I may need to proceed. She insisted I wait until I got some email. That was May 13. It's 9 days later and still no information on how to proceed. I asked to speak with leadership and she refused. I asked for a call back and til this day have heard from nobody. With this experience in mind, I fully intend to close out all accounts. ********************** was rude, unsympathetic and unprofessional. My family is mourning. We still have to handle affairs and don't need yet another unnecessary obstacle such as the company witholding information and not following the contract.Business response
05/23/2024
Dear **********:
Thank you for your correspondence received in our office 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 ********************************************** your correspondence. If you desire a copy of our response, please contact the consumer, or his or her representative.
Initial Complaint
05/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was signed up with the company 1-7-22 with an agent/advisor recently that quit another agent/advisor quit now my poicy has no agent/advisor. I went to inquire about my policy only to find out I had no control over my policy activity. The policy is on a election of segment which means the company has control over all funds. I am trying to request my policy be placed in a guaranteed interest account; however, only a agent can do this. On 4/23/24 I was given 2 telephone numbers one in ****** ************ *********************** and *******, ** ************ ******* by the customer service of ********************** life *********************************************. Only to no prevail calling leaving my policy number and telephone no return call. A month of trying I called customer service ****** only to be told those were the numbers they had. I requested to speak with a manager was told none were available. I am having money automatically withdraw from my account of $170 faithful yet theirs no agent/advisor that can help me on my policy.Business response
05/05/2024
Dear ********************:
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 ********************************************** your correspondence. If you desire a copy of our response, please contact the consumer, or his or her representative.Initial Complaint
04/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Loan from 403 B paid monthly installments all ontime and made a lumpsum payment that paid the entire loan off april 3rd 2023. Equitable is documenting that the loan went into default on March 30, 2023 and was pd in full on April 4th, no late payments for the life of loan exept march 30th. They sent me a 1099-R for the full amount of the loan plus iterest at ******** which leaving me with a federal tax liability of 3000+ $ and 10% penalty for early withdrawal of funds . I now owe the *** over 5000$. I paid the loan in full, this does not hold logic? Also, I have no way to verify the April 4th date of the check I sent to pay the balance. I beleive I paid on time ,I paid in full and did not default and should not owe the 5000+ to *** and that Equitable Equivest needs to validate that to the ***.Business response
04/17/2024
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.
Initial Complaint
04/12/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I have an account with ********************** (contract # *********). I had requested that my monthly payments were deposited directly into my checking account. After requesting this to no avail, finally the company estarted with the electronic transfer without any problems. Recently, I had to make a change in the terms of my account and now ********************** is refusing to continue making the direct deposits into my bank account, despite that nothing has change, the bank account number is the same. I have constacted the customer service to no avail, but they do not offer me any solution and insist in sending the monthly payments by check to my mailing address, which is not convenient for me.Business response
04/15/2024
Dear **********:
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 ********************************************** your correspondence. If you desire a copy of our response, please contact the consumer, or his or her representative.Initial Complaint
04/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had a conversation on April 5th with the Executive Vice ********** ************************** about my investment account and the lack of service that was being received as well as my inability to communicate with my account advisor. ************** made several assurances regarding correcting the matters. ************** did not follow through with these things. When I asked to speak to someone regarding his lack of professionalism he assured me that someone would call me back. It has been 6 days since and I have heard from no one. I also have not heard from the "new" account advisor that he told me had been assigned. I also do not have any information in my account profile indicating who my advisor is.Business response
04/12/2024
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.Initial Complaint
04/08/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have been trying to roll my retirement accounts over from ********************** to a new provider for over a year, and it has still not been done. The process has been tedious and exhausting. It is like they need an internal system to keep track of customer records. I had two retirement accounts and submitted paperwork multiple times for both. I've faxed over the proper forms. I've requested updates. I've had the forms certified and MAILED, and somehow Equitable keeps "losing them." I even started working personally with a representative, ***************, who abruptly stopped emailing me after I sent information with sensitive paperwork. There is also no management structure to route an issue to someone higher when help is needed. I kept getting passed around to employees who did not know about my previous attempts to roll over my retirement. Equitable also needs an online complaint line. You have to mail your complaint, which I'm sure they will lose.Business response
04/08/2024
Dear ****************:
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 ********************************************** your correspondence. If you desire a copy of our response, please contact the consumer, or his or her representative.Customer response
04/26/2024
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 this company has a history of saying they'll reach out to me and then proceed to ignore me. I won't be satisfied until they have responded to me and copied you on the response. Since they are giving themselves a 30 day window to do so then I would like to keep this complaint open for 31 more days to see if the business follows through on their communication which they are historically horrible at.Sincerely,
*********************
Business response
05/16/2024
Good Afternoon,
Our initial response was sent by email to the client on April 19, 2024. We received a similar request with the same exact wording as this request on May 2, 2024, and mailed a copy of our response to the clients address of records on May 07, 2024. With that mailing we enclosed a cover letter confirming the original response was emailed, the email address and date sent. As this request has been resent to us, we have enclosed a copy of our response, where we redacted the contract number, dollar amount of the withdrawal and check number that was sent (for client confidentiality).Thank you.
Initial Complaint
04/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On last November 10,2022, I made a $154.10 to Equitable Life Insurance through my Navy ******************** Bill *** account. I also paid late charge because Equitable has not received the $154.10. I sent to Equitable the proof of payment from Navy ******************** Bill *** but Equitable still can not find the payment. I have been following-up on this matter and have not been resolved. Please HELPBusiness response
04/04/2024
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.
Initial Complaint
04/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Simple request. I wanted my account closed and wired to my bank. Equitable is unable to execute a basic transaction. It has been over 2 weeks. They say they sent the money but it has yet to arrive. They say they will call back. They never call. They say the issue is with my bank, my bank shows zero evidence of a wire or attempted wire. They state the responsible department is gone for the day regardless of the time of day. It is one scripted stall tactic after another. I just want my money transferred. Simple as that. Fully expect to the canned privacy response statement so I suspect my complaint will fall on deaf ears. Terrible experience for something that should be simple. Release my money already.Business response
04/04/2024
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 response
04/05/2024
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. While it took a lot of effort, and many phone calls, Equitable did make the situation right.
Sincerely,
*****************************
Initial Complaint
03/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I called Equitable on Friday, March 15th to withdraw my funds from an account that had been opened with them 20+ years ago. At the time it was opened, my mother was (and still is) the custodian for the account. The ********************** representative I spoke to was able to look up my account, via the account number I provided. She then proceeded to tell me that she was not able to access any additional information for the account. Specifically, she said to was an 'outside' account that ********************** was not able to view. I do not understand how this could ever be the case, as the account was opened with Equitable, not another company.The only information I have on the account is the account number, which is an ********************** account number. I verified with my mother that the account in fact was originally opened with Equitable. She had only ever dealt with Equitable when funding the account.This seems like an excuse not to distribute my funds to me. The account number is: **********Business response
03/18/2024
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.
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Customer Complaints Summary
124 total complaints in the last 3 years.
38 complaints closed in the last 12 months.