Business Profile

Financial Services

Equitable

Headquarters

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Initial Complaint
04/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
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.
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
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.
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 HELP
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.
Initial Complaint
04/04/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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.
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.
Initial Complaint
03/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Cannot register to see my dental insurance account online. When I try to register it only gives one method of 2 factor authorization, a text or phone call. I enter my phone number and it will not take it. It says it's not an accepted number. WHAT?! I'm sorry, my phone number is what it is. I have also tried my work phone number and it says the same thing!Have tried to call customer service, as it says to do - but you can't communicate with them as the echoes and background noise is too much.I need access to my online account, NOW.
Business response
03/14/2024
Dear ****************:

Thank you for your correspondence received in our office on March 13, 2024 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
02/28/2024
Complaint Type:
Order Issues
Status:
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.
I started on short-term disability back on June 2023 and it was exhausted on December 13th 2023;The claim for short-term disability started because of a fracture on my right shoulder.I tried to be proactive and started reaching out to equitable Insurance months prior to the exhaustion of the short-term disability trying to update them with information that I was receiving from my providers and I was told they had updated my records with the information that I had provided and the information of those providers so they will then reach out to them and make the transition between short-term disability to long-term disability as seamless as possible and there was no action needed on my end so just to wait.I have made sure all my providers submit the information that they (Equitable) have requested from them on a timely manner but still it feels Equitable is unwilling to work on my file on a timely manner putting me and my family in a horrible financial hardship. I do have (and is backed by my providers and medical records) the following medical conditions: Short term memory lost (which is getting worst and I am now going to longer periods of time that I am unable to recall or remember). Cirrosis. Neurologic disease - destruction of nerve cells that causes severe pain from head to toe (I am taking Gabapentin of 600mg 6 times a day) - Balance and stability issues and other are waiting on results. Sever depression and anxiety for which I'm taking medication that also causes severe drowsiness and makes me very sleepy. Shoulder fracture that have gotten worst and requires surgery. My work also asked one of my providers to fill out and submit a form called Work Certification Letter were they asked my PCP based on all my medical conditions how long he estimated I was unable to return to work and he stated "Permanently" (I did sent a copy of this letter to Equitable about 3 or 4 weeks ago).Based on the delay on Equitable's Processing and review of my case I have had no income since 12/13/23 (date my short term disability expired), me and my family are currently going through a horrible financial hardship described as follows:-Evicted from the place I was living at as I was unable to pay the rent. - Late on my car payment and reposes process initiated by ****** federal credit union. -late on all my credit cards and payments which caused for me to have to start a bankruptcy process. -Having to cancel my 03/08/24 very needed shoulder surgery due to been unable to pay the $1,500 they want as copay. So now I have to cancel my very needed shoulder surgery and will have to cancel all upcoming follow *** due to not having money to pay for anymore copays which of course is elevating my anxiety and depression levels. I am sure thats what Equitable wanted, to extend to the point I am unable to pay for one more doctor *********** so they can use that as excuse to deny the claim making it seem as i didn't follow up with the providers when in reality they are making it impossible for me to be able to. Please help me, i am at a lost here and just get the run a round from them. I have record all the calls I had with them including one were one of their reps made me feel like I was asking for a loan or trying to get free money and was very rude and condescending. please let me know were I can send those recordings for you to review. I am also thinking about going to the news at this point and seeking for legal help as I don't think at this point this is morally fair or even legal. I don't understand how government allows a company like this to do business. Please help me! -***************************** - ********************** ************
Business response
03/01/2024
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
02/22/2024
Complaint Type:
Order Issues
Status:
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.
My mother held an equitable contract ********* and exercised the guaranteed minimum income rider at the advice of her financial adviser in late November 2023 which provides income for her lifetime and for 9 years guaranteed. She passed away shortly thereafter in December and Equitable has denied to honor the **** and even deducted $1500 from her account 3 months after her death on February 1st 2024 claiming it was for that specific feature. In total, she has paid roughly $35,000 for the **** feature which they are now denying.Equitable is not responding to calls or demands to honor her contract and is abusively draining her remaining assets in this account which should be distributed to her beneficiary. Equitable should either honor the **** benefit or refund all money paid for this benefit immediately.
Business response
02/22/2024
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 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
03/13/2024
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]
Equitable has made no attempts to contact me and I have called them multiple times, they continue to state that a supervisor will call in 3-5 days yet nobody has ever called me. The company continues to hold the money stolen from my mothers account.

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

Sincerely,

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

Business response
03/19/2024
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
12/18/2023
Complaint Type:
Service or Repair Issues
Status:
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.
1. *************************** and *********************** moved $26,107 into my SEP *** account for 2022 on July 21, 2023. This is past the tax filing deadline of April 15, 2023 unless an extension has been filed, which it had not been. Upon speaking to the advisors, they had erroneously assumed because I was a small business I had filed for an extension without asking me or receiving any evidence of such. I had not filed an extension as my CPA and bookkeeper has all taxes completed by February.2. Calculations should conclude that the most I could put in for my SEP *** in 2022 was $17,404, as my salary was $69,619. With the current filing, I will be responsible for a $540.00 penalty, as well as incurring a penalty for 2023 filings as the $8,703 over contribution would then flip into 2023, pushing me over the allowed limit for this years SEP *** *************** I am ~$40,000 over the allowed limit which would incur a $6,402 penalty.4. Further, I never authorized a 2022 employee contribution and, due to personal reasons, did not want that.5. From this, I would like from Equitable my 2023 employer contribution to be $17,404 to the SEP *** account and a check for $42,596. I would like the illegal 2022 contribution corrected immediately. I asked for documentation clearly showing that the illegal activity was corrected and any other changes required to correct the aforementioned statements have been made. I have not received any response and the office is not responding.
Business response
12/18/2023
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.
Thank you,
***************************;
Initial Complaint
12/08/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Trying to withdraw from annuity .. every time i call I get a different reason it has been rejected customer service people are difficult to understand they refuse to give name .. or allow you to speak to manger this is every yesr for the pass 3-4 years today on 4th day of speaking to them i am being told that i sent the wrong form - the one they sent me
Business response
12/08/2023
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.

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