Complaints

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

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  Lincoln National Corporation

  150 N Radnor Chester Rd Radnor, PA 19087-5252

• 

  Lincoln National Corporation

  100 N Greene St Greensboro, NC 27401-2547

• 

  Lincoln Financial Group

  1 Granite Pl Concord, NH 03301-3271

• 

  Lincoln National Corporation

  1500 Market St Ste 3900 Centre Square West Tower Philadelphia, PA 19102-2100

• 

  Lincoln Financial Group

  PO Box 21008 Greensboro, NC 27420-1008

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:08/21/2023

  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.

  My grandmother before her passing paid up 3 life insurance policies with Lincoln Financial Group in 2008. The company was under a different name at the time, but being that the company was taken merged, they should have access to all previous policies. I provided them a copy of the paid off life insurance policy and after several attempts was told by phone and email that they could not find a policy. My grandmother paid up 3 policies before her passing and it’s not fair that they “can’t find them”. This is unacceptable from a life insurance company. I am requesting help in this matter.

  Business Response

  Date: 09/01/2023

  September 1, 2023 

  Dear *** *******
  

  I write in response to your email to the LifeCompliance Department at Lincoln Financial Group (Lincoln) on August 23, 2023. As I understand it *** ******* is inquiring about the status of three life insurance policies purchased by her grandmother and paid up in 2008. *** ******* did not provide the name of the insured(s) or policy numbers. Lincoln needs this information in order to identify the policies.
  

  *** ******* provided her email address. We will reach out to her directly to request additional information that will help us identify the policies in questions.
  

  Sincerely

   

  Customer Answer

  Date: 09/19/2023

  I responded back to ******************************* with the name and policy number. I sent her the exact same paid policy letter that my grandmother ************************************* received after she paid up the policy. 

• Initial Complaint

  Date:08/15/2023

  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 was locked out of my account since I changed how my account was supposed to be set up. It was never supposed to be in the stock market but when my company switched who they went through to Lincoln Financial Group, they set up my account to be in the stocks. It was supposed to be just a savings 401K. They lost about 1/3 of my money that I had sent into my 401K since they had set it up wrong. I have called twice now, July 14, 2023 and Aug 15, 2023. I gathered the information that they requested from my employer.Date of Hire Jan 16, 2017 Date switched to Lincoln Dec 17, 2019.They told me that the information was incorrect. They refused to let me speak with a supervisor. I have been on hold about an hour now. They refuse to take care of their costumers. They also told me that they have not received my 401k funds from June and July. My employer has verified that these funds were sent to Lincoln. I spoke to a rep and requested to speak with a supervisor several times and then placed me on hold. They refuse me to have access to my account. They said that money is not going into the account even though it shows that it has been taken out of my paychecks. Beings they locked me out, I can't see what my account is doing or what is going on with it. They will not provide me with any information.Looking into the Lincoln, this appears to be a constant thing with them.

  Business Response

  Date: 08/28/2023

  August 28, 2023 

  Dear *** *******,
  

  I am writing in response to your email dated August 16, 2023 addressed to ****** ********, Lincoln National Corporation (“Lincoln”), regarding the above-referenced Complaint ID Number.
  

  Due to privacy laws, we cannot provide you with any information regarding the complaint that ****** ****** filed. Accordingly, we will respond directly to Alicia Dooley regarding this matter.

  Thank you for bringing this matter to our attention. If you have any questions or should you need any additional information regarding this matter, please feel free to contact me.
  

  Respectfully, 

• Initial Complaint

  Date:08/06/2023

  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.

  Lincoln financial lost my form to continue the **** plan. Since then they have claimed the funds have been liquidated and distributed from ********** account of more than 100,000 USD. No such funds have been received by me despite being more than a month. They have additionally make mistakes to my **** account. This financial company does not follow proper financing regulations and needs to be reported. A complete breach of all document keeping and rules.

  Business Response

  Date: 08/16/2023

  August 15, 2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by ****** ******* of **** ****** *** Takoma Park, MD *****. The complaint report states that *** ******* claims she did not authorize the switch to CleanChoice as her electric supplier.
  
  Upon receipt of this complaint a supervisor from CleanChoice Energy reached out to *** ******* on the number listed in the complaint. The supervisor was not able to reach *** *******.
  
  The complaint report claims *** ******* did authorize enrollment with CleanChoice, however, we received the attached enrollment response to a direct mail offer 2/28/23, which authorized enrollment.
  
  We believe this response brings this matter to a mutually satisfactory resolution. If any additional information is needed, please contact: [email protected].
  
  Respectfully,
  ******** ** *******
  General Counsel and EVP, Corporate Affairs
  

• Initial Complaint

  Date:07/11/2023

  Type:Customer Service 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.

  ******************* WAS APPOINTED A GUARDIAN/CONSERVATOR ON MARCH 31ST 2023. CONSERVATOR HAS REACHED OUT TO LINCOLN FINANCIAL IN ATTEMPT TO REROUTE THE DIRECT DEPOSIT OF CLIENTS ANNUITY PAYMENT. SUPPORTING DOCUMENTS WERE SENT INTO COMPANY. COMPANY HAS YET TO ISSUE PAYMENT INTO CORRECT ACCOUNT. I RECEIVED A CALL FROM LINCOLN NATIONAL AND HAVE ATTEMPTED TO CALL BACK MULTIPLE TIMES. EACH TIME I AM CALLING DURING BUSINESS HOURS AND THE AUTOMATED PHONE SYSTEM WILL NOT ROUTE MY CALL TO LIVE SUPPORT. WHEN I PUSH 0 I AM TOLD THAT THE OFFICE IS CLOSED, IT THEN PROCEEDS TO LIST BUSINESS HOURS WHICH IS DURING THE TIME I AM CALLING. 

  Business Response

  Date: 07/21/2023

  July 21, 2023  
  
  Dear *** *******:  
  I am writing in response to your letter, dated July 12, 2023, directed to *** ****** ******** at Lincoln National  Corporation regarding the above-referenced Complaint ID. Due to privacy laws, Lincoln cannot provide you  with any policy information regarding the complaint that was filed. Accordingly, we have responded directly to  the complainant regarding this matter.  
  Thank you for bringing this matter to the company's attention. If you have any questions or should you need any  additional information regarding this matter, please feel free to contact me.  
  Respectfully,  
  
  

  Customer Answer

  Date: 07/21/2023

  [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:07/10/2023

  Type:Customer Service 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 May 23rd 2023 I submitted documents requesting short term disability from Lincoln financial group. I have paid this provider for five years and never attempted to use the service. All requested documents were submitted. I have only talked to my claims adjuster ***** twice each time was after I left voicemails with her direct supervisor. On the second voicemail I stated that ***** was none responsive and did not display a sense of urgency, she set timelines that she would follow up and never did. My doctor has had me off of work due to my blood pressure being at stroke level and I manage a group of 18 people in the collections department. ***** called me on July 6th and said yes Im calling to tell you we are denying your claim as your blood pressure is no reason you can not do your job duties. I asked how can I start an appeal she promised she would send the information out which I have yet to get m. When I called this morning and spoke to a customer service agent I was advised an email went today however I have not reciprocated it. The representative attempted to open the email but stated she was not authorized to open the email which she claimed was very odd. I feel my claim was denied based off of personal emotions in retaliation for my attempts to contact ****** supervisor. I do not feel my claim was fairly assessed granted varied told me on June 30th that my claim needed to fe reviewed by the medical professional to determine the amount of time they could pay my claim, and later came back with a denial of my extension.

  Business Response

  Date: 07/13/2023

  This letter is in response to your request received 7/12/2023.  We would like to thank you for sending this complaint to us on behalf of our insured, Martrease **********.  However, privacy laws limit the amount of information that we are able to provide you regarding this matter.  

  Claims Manager, ***************************** spoke with ************************ on 7/10/2023 regarding her concerns.  ************************ has advised she will be requesting an Appeal.

  Sincerely,
  
  ***********************
  Claims Resolution Consultant
  Claims Resolution Services
  Lincoln Financial Group

  Customer Answer

  Date: 07/21/2023

  [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:07/06/2023

  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.

  ***************************** policy # **********  Surrendered this as ira rollover to ********************* Started process on May 14. Lincoln did not process until the end of June, past the 30 period when Market ValueAdjustment would not apply. They kept 3% of my proceeds. Many calls to the Lincoln Service Center have yielded no help. I was told on June 28that a supervisor would call to try to process ‘ an exception” No one called. They claim they have no record of me calling. They said they would put in another request. I have filed a bad faith complaint with The California dept of Insurance. I have contacted a local TV station “ * ** ********”. They may do an on air broadcast of my experiences with Lincoln. Every time I call I get a different answer. The Reps are understaffed, poorly trained, and unable to help me. I am not going to let this rest until I get the money due me.i am investigating other State and Federal agency's along with the Better Business Bureau as places to present my case. Sent from my ****. *********************

  Business Response

  Date: 07/18/2023

  July 18, 2023 

  Dear ******** *******,
  

  I am writing in response to your email dated July 11, 2023 to Lincoln Financial Group regarding the above-referenced Complaint ID Number.
  

  We believe this matter belongs with Lincoln ******* **** ****************, not Lincoln Financial Group, and we ask that you update your records accordingly. Lincoln Financial Group is not affiliated with Lincoln ******* ****.
  

  Thank you for bringing this matter to the company's attention. If you have any questions or should you need any additional information regarding this matter, please feel free to contact me.
  

  Respectfully,

• Initial Complaint

  Date:07/06/2023

  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.

  The company issued me a check that was an overpayment. They sent me an email saying not to cash the check and they are going to reissue it. I did not see that email and cashed the check and paid my bills. I saw the email 2 days later and responded with no response back. The morning of 7/6/2023 my bank account was -$904 due to them canceling the check before I had even received the check they reissued. No I am facing potential over draft fees due to the mistake they made. I also do not receive prompt response to my emails and voicemails and rudeness from ********************* my "specialist" whenever I do get him on the phone. All I am trying to do it make sure my baby bonding is being issued to receive pay and cover my absence from work. Now I am struggling to make ends meet because of their incompetence.

  Business Response

  Date: 07/13/2023

  Thank you for your inquiry.

  Please note privacy laws limit the amount of information that we can disclose.

  Our records indicate that a manager contacted the consumer on July 6, 2023, and addressed his concerns regarding his disability payment.

  If the consumer has any additional questions regarding this matter he may contact ***************************, Manager at: ************, extension *****

• Initial Complaint

  Date:07/05/2023

  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 had a life insurance policy with Lincoln Financial Group in Greensboro, NC, Policy # ********* for many years. It was a $1 mil. policy. In 2022, I received a notification that the policy was terminated due to non-payment of premium. However, I never received a premium statement!!

  Business Response

  Date: 07/11/2023

  Complaint ID: ********

  ******************,

  I write in response to your email dated July 6, 2023, to The Lincoln National Life Insurance Company ("Lincoln") regarding the above-referenced Case Number. Due to privacy laws, Lincoln cannot provide you with any policy information regarding the complaint that ************************* filed. Lincoln Financial has previously responded directly to ************************* regarding this matter.

  
  Thank you for bringing this matter to the company's attention. If you have any questions or should you need any additional information regarding this matter,please feel free to contact me.
  
  Sincerely,
  ***********************
  Analyst, Compliance 
  Legal Department
  
  LincolnFinancial.com  ************ Office 
  

  
  Registered Representative of Lincoln Financial ******************* a broker/ dealer.Insurance products are issued by Lincoln affiliates. **************** located at ****************************************************************************. Lincoln Financial Group is the marketing name for Lincoln National Corporation and its affiliates.

  Customer Answer

  Date: 07/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Lincoln Financial could easily reinstate this policy that they have unfairly terminated without disclosing any confidential information.
  
  Regards,
  
  *************************
  

  Business Response

  Date: 07/28/2023

  We have received your July 21, 2023 letter and have also received correspondence from the ******* Department of Financial Services, which has jurisdiction in this matter. As such, we will respond directly to the ******* Department of Financial Services. We expect that *** ***** will receive a response from the ******* Department of Financial Services.  

  Customer Answer

  Date: 08/07/2023

  Good day:

  Thank you for your email.  The reason that I have not yet replied and further to Lincoln National Life Insurance Comapny's latest reply is because I was/am awaiting their required response to The ******* Department of Insurance who, as "Lincoln" correctly pounted out, has jurisdiction over this case.  To date, Lincoln National has done everything possible to show total disregard to me as a long-time policyholder and to the law, which they have clearly violated by breaching the Coverage Protection Guarantee in the original ********* Pilot Policy, which they purchased from them.  

  However, there is a VERY short window of opportunity for them to do the right thing by reinstating this very important policy.  If indeed they finally decide to act honrably and legally, it will be my pleasure to withdraw my compaint with your very fine organization, to which they chose not to belong.  Otherwise, I hope that you will please post this so that potential future policyholders will be aware of how they treated me and will hopefully select a more honest and ethical life insurance company that values their policyholders.

  Thank you.

• Initial Complaint

  Date:07/05/2023

  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 called Lincoln Financial to inquire about using retirement assets for a mortgage. The customer rep **** did not assist me with answering my questions clearly. He kept repeating I don’t know how to explain any more clearly to you as if I were an elementary school age child. I still have unanswered questions, and I do not appreciate the nasty tone of the representative who had zero patience which is a reflection of his poor phone skills at this institution.

  Business Response

  Date: 07/19/2023

  July 19, 2023

  Dear *** *******,
  I am writing in response to your email dated July 13, 2023, to The Lincoln National Life Insurance Company (Lincoln Financial) regarding the above-referenced Case Number. Due to privacy laws, Lincoln Financial cannot provide you with any account information regarding the complaint that *** *** *** **** filed. Accordingly, Lincoln Financial will
  respond directly to *** *** *** **** regarding this matter.
  Thank you for bringing this matter to the company's attention. If you have any questions or should you need any additional information regarding this matter, please feel free to contact me.
  Respectfully,

• Initial Complaint

  Date:06/30/2023

  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.

  Lincoln Financial: June 2023 This is a term life insurance policy. I'm set up on autodraft. There was something wrong with my autodraft for a couple of months. However, I was unaware of the problem. Lincoln Financial made no attempt to contact me, although they have all my contact information. Because of this, my life insurance policy was cancelled. You would think an simple, email, or text or something to let me know, but they did absolutely nothing. The customer service with these people has been awful. The only way to contact them is through phone. Good luck getting someone that can understand you and vice versa. When I asked if they could provide the dates, times, methods of trying to contact me to notify me of the issue, they could not. I'm in the process of trying to get reinstated, but the paperwork they sent was extensive. There were no instructions. The first time I completed the forms, it was sent back to me. It was like 50 pages and in insurance language. No highlights. No sticky notes. Just 50 pages of BS. I have finally completed the forms and added what they claim was missing this time. No idea if this will be complete. I believe this company doesn't contact you to tell you if something is wrong so they can cancel the policy and not risk having to pay it out. I had a perfect pay record for 8-10 years before now. I also believe they purposely make the reinstatement extremely difficult to discourage customers from doing it. And even if I complete all their paperwork, there is no guarantee I will be reinstated. I wouldn't do business with these people. I don't recommend anyone do business with these people. There are hundreds of companies. Do not choose this one.

  Business Response

  Date: 07/24/2023

  July 24, 2023

  Dear ******** *******:
  

  Thank you for your letter dated July 10, 2023, regarding the above-referenced complaint.
  

  Due to privacy laws, Lincoln Financial cannot provide the Better Business Bureau with any policy information regarding the complaint filed by *** *****.
  

  Accordingly, Lincoln Financial has responded directly to *** ***** regarding this matter.
  

  Please let me know if I can be of further assistance.
  

  Sincerely,