ComplaintsforNorthwestern Mutual

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This complaint is about my police number **********, from which they deducted $312.71 monthly. I spoke with financial advisor ********************************, to place an additional $312.71 in Savings so that I could make a total policy of $625.00, the amounts would begin to be deducted from my *************** checking account on December 10, 2023. But this discount did not happen that way, because on November 30, 2023, Northwestern Mutual deducted $1,123.55 from my account. I called Mr. ***************************** by phone and he told me that this had been a mistake and that they were going to return this Discount to me, but they did not return it. Then on December 12, 2023 they deducted $1,377.44 from me again. I called ***************************** again and he told me not to worry because they were going to reverse this amount and they didn't do it either. On January 10, 2024, they deducted $1,377.44 from my account again, then again I called ***************************** and he told me not to worry that they were going to reverse all these transactions. On April 3, 2024, they deducted $1,377.44 again, I called again to Mr. ***************************** and again with the same story that Northwestern Mutual had discounted by mistake and that I was not worried that they would return that money to me, but they never did such a reverse. Then on May 6, 2024 they deducted $1,377.44 from me again and again Mr. ***************************** continued with the same story that they were going to do the reverse but they never did it, for I had to call *************** to make a claim # ************ against these unauthorized discounts by Northwestern Mutual and *************** managed to reverse two discounts that Northwestern Mutual had made during the month of May. To date, this company owes me the amount of $6,633.31 from November 30th , 2023 to the current date, because Northwestern Mutual didn't the money return to my account. Now Mr. ***************************** no longer answers calls and I need this problem solved and my money back.

  Business response

  06/21/2024

  Thank you for raising this. Our team has reached out addressing the concern and explaining our policies. For that, we consider this case resolved. 

  Customer response

  06/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  To this day I have not received anything in writing from Northwestern Mutual, saying that they are going to return my money, how can I accept anything if they have not solved anything for me?

  Regards,

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

  Business response

  07/08/2024

  Our team went back to make sure the original claim determination was accurate based on the company's policies. The team then wrote back to the client explaining the reasoning for their determination. For that, we consider this case closed. 

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They will not stop delivering the mail of a former tenant to my address despite numerous attempts to return the mail to sender.

  Business response

  02/12/2024

  Our teams have addressed Mr. ********* complaint and worked to help solve the situation. For that we consider this case resolved.

  Thank you. 

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I asked a quote for a life insurance policy on November 2, 2023. The provisional premium I was quoted was $88.11 for my husband; before the result of the physical that was done. When I talked to *********************************, Financial representative, I informed him that I was a former smoker and stopped 18 months prior. My account was debited the $88.11 on November 20, 2023 & December 18, 2023. On January 19, 2024, $296.79 was debited from my account. I contacted my financial representative inquiring about the amount debited. He was unaware that the amount withdrawn tripled. I was later informed by ******* that the underwriters stated that there were concerns with the bloodwork that resulted in the premium increase, The specifics were not divulged to ******* and I was informed I cannot speak to the underwriters. We were informed that the premium was increasing prior to the amount being deducted from my account. I did not agree to these terms. I spent 2 hours on the phone with customer service and the corporate call center and was informed that the service rep is the person I must speak with. Northwestern Mutual drafted $473.00 from my account unauthorized. The premium withdrawals were a bait and switch - quoted $88.11 per month then $296.79 was debited. I am cancelling my policy and would like the $473.00 refunded. I repeat - I did not consent to the amount of $296.79 debit. Also, if there are concerning health issues for my husband, we would appreciate the company to provide the information.

  Business response

  02/14/2024

  Our teams have addressed this complaint and responded accordingly. For that, we consider this case resolved. 

  Thank you.

  Customer response

  02/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I received an e-mail from the company cancelling the policy and stating that the premiums I had paid would be refunded.

  Please see the attached e-mail that I received from Northwestern Mutual.

  I have not received the refund as of 2/15/24.

   
  
  Regards,
  
  *************************

  Customer response

  03/03/2024

  Yes - I have received the refund.

   

  -*************************

  Customer response

  03/04/2024

  Consumer

  Most Recent Message

  Date Sent: 3/3/2024 9:57:08 AM
  

  Yes - I have received the refund.

   

  -*************************

  
  

• Initial Complaint

  01/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My soupse and I both asked NWM to cancel our life insurance policies on 12/14/2023 in writing via the instrument attached. I heard nothing back from the company. After a harassing and verbally aggressive phone call to my spouse, where the agent demanded their SSN#, I decided to call the company (today, 01/08/2024) and see what was going on. I spoke with a **** during my call and she made me aware that they do not accept any cancellations in writing and only take verbal cancellations. Since When? I proceeded to ask **** to cancel my policy with an effective date of 12/14/2023. After getting the rigamarole about keeping the policy, declining all attempts, and etc - my policy was finally cancelled, but the as of date had to be today. When I tried to inquire as to why, I was hung up on. I want both policies cancelled with an effective date of December 14, ******************************* writing. I also want written confirmation of the cancellations. Finally I want all monies paid past that date, plus all additional monies owed to me, sent forthwith.

  Business response

  01/18/2024

  Our teams have spoken with ************** and addressed his concerns appropriately. For that, we consider this case to be resolved. 

  Thank you. 

  Customer response

  01/18/2024

  [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. They owned their mistakes, gave a detailed description of corrective steps being taken, have sent me a refund as asked, and have mailed confirmations in writing as asked.
  
  Regards,
  
  ************************
  

• Initial Complaint

  12/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  am writing to file a formal complaint against ****** from Northwestern Mutual regarding a life insurance policy that was misrepresented to us as a retirement/savings account. My husband, who is currently serving in the military and already covered by life insurance, canceled his existing policy in June 2022 after being sold this new policy in June 2022.Despite numerous attempts to contact ****** to cancel the policy, he failed to respond to our requests. Consequently, we decided to stop payment through our bank. In an effort to resolve this matter, I recently reached out to Northwestern Mutual directly to request a refund. However, I was informed that the nearly $2,000 we had paid cannot be refunded as it was allocated towards the insurance premium, which we were never made aware of.We feel deceived and misled by ******, as he presented the policy as a retirement/savings account rather than a life insurance policy. This misrepresentation has resulted in financial loss and unnecessary expenses for our family. We believe that ****** should be held accountable for his actions and that we are *********** a refund of the premiums paid.We kindly request your assistance in resolving this matter and obtaining a refund for the misrepresented policy. We believe that ****** and Northwestern Mutual should be held responsible for their misleading sales tactics and failure to provide adequate customer service.Thank you for your attention to this matter. We look forward to a prompt resolution and the return of our hard-earned money.Sincerely,******************************* **********

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In June and July I made 3 payments to this company for disability and life insurance. I was told that if they deny me, then I will be refunded. It is now December and they ignore my emails. They say they have refunded me but they do not say what date the refund was or provide any evidence to me that would help me locate where this money is. There are ************* in my bank from Northwestern Mutual. All I want is the money that I am owed.

  Business response

  01/02/2024

  Hello - Our teams have contacted the client and has addressed their concerns. For that, we consider this resolved. 

  Thank you. 

• Initial Complaint

  12/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a policy taken out on me in the 60's by my father who died in ****. I never touched it assuming if anything ever happened to my wife would get something. Now I get a letter from your company saying the account is closed and I would have to pay ********* in tax?

  Business response

  12/28/2023

  Hello - Our team has addressed the client's concerns and offered a proper explanation. For that, we consider this case resolved. 

  Thank you,

  Northwestern Mutual 

  Customer response

  12/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.].  I have had no response from Northwestern Mutual
  
  Regards,
  
  ***************************

  Business response

  01/18/2024

  Our teams have reconnected with ****************** and are resending the letter which explained and addressed his concerns. For that, we consider this case to be closed. 

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear: BBB This is my unsatisfied results, for this long-term insurance company.Status very unprofessional Fraudulent uncaring Service Re: Insured Name:*********************** Policy No: ******** Claim No: C **** 227 272 I recently had a long term So call Nurse ***************** Visit my apartment in 10/12/23. She was not prepared or did not come across as a professional nor did she display any types of ID or letterhead from Northwestern, she said she was from Long term care solutions I ask for her card be before she began, and told I did not want to continue to share my personal or private information with anyone 3rd or 4th .I called Northwestern back requested a form of cancellation received nothing in return.I will be eligible to apply for seniors ******** Advantage coming 06/2024 I no longer trust them.Since they began displaying shady behavior and businesses conduct.In person and especially over the phone.Re:Decreasing your Benefits coverage every two years. Changing the payments increase.Consistently looking into and investigating all records of any kind private and Medical.Claimed I would get a new and better agent lied I want this out come and negative Senior citizens treatment to be recorded and displayed. So no one else has to go through anything else like this when they have or experience a sickness or disablement. I don't have time and money to waste.Dear: BBB I would like all of the information and all medical records removed and resealed and *************************** claimed I will receive all the final arrangements and findings in the mail but of course not ever came nothing.As a result of safety and fraud prevention and Theft I would like all of my personal Financial xautomatic Checking and *********** transactions Completely removed.It's time to remove the current policy and look for a more specific friendly and reaputable caring and helpful company ?If you have anything you can do to help,Please advise Sincerely *********************** **************

  Business response

  12/27/2023

  Our teams have been in contact with **************** and have addressed the issues and concerns raised. For that, we consider this case closed. 

  Customer response

  01/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

  For your reference, details of the offer I reviewed appear below.
  

  I don't agree with this Lady 

  Judgement or unqualified judgement against me with out a Doctor ****** statement.

  she made regarding my mental state or mental health.

  She was not hired for that.

  She did not properly text my mobility, and I  could tell she had me already sum up my case within the first ***** Minutes.

  She only had one lap top, and she handed me once release document to sign.

  I asked idmedily, and if I get the care or not when all of this is over. I would like to receive the  re close

  the records on my file. She said most people, don't actually even bother to request that to happen.

  When I ask her and N L T C to send back the forms to o reinstate the freeze on my medical records m.they only talked about their rights to ask

  I really do not believe she was a actual LPN

  She never showed any paper work or ID only a Laptop this ****, she refuses give me any contact id Long term care solutions or company follow up, to have my privacy protected..

  I also did say, to *************************************, that I was wanted to stop my direct payments. There was also no information sent to regarding the after 10/12 visit I was looking to hear back from her regarding or to find out what my options are to  get a new provider or someone new.

  The information she told me over the phone and I am just getting the first response is from 2

  12/22/23

  The information in my records for medical should always be correct not opinionated completely 

  Its not fair to anyone, seniors or anyone rich or poor.

  I have good sense and I am of a sound mind.

  I want those Two remarks stricken from the record and remove at once.

  The only thing I saw while she was sitting here talking is she showed concern when she began to ask about my meds. for diabetes.

  When she found out, I was not receiving any nor was I schedule for others to monitor the type 2.

  I want this off my record it's not the truth. She doesn't have a right to judge me and my mental health she is not o

  In right standing.

  
  [Please type your response here.]
  
  Regards,
  
  ***********************

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for an insurance policy on October 14th, 2023. They drafted my initial premium payment on October 17th, 2023. I was told that underwriting would take 2-5 weeks and I would have an answer at that time.It is currently December 7th (8 weeks later if anyone's counting). At this point, all I want is my application rescinded and my premium--two month's worth at this rate--refunded. I've called several times. No reason is given for the delay, just that it's still in underwriting. Now, I'm a licensed insurance agent in the state of Virginia. I know how these things are supposed to go. I don't work with a company that takes longer than 2 business days for an underwriting decision. Eight weeks and still no decision is simply ludicrous.What's even worse is when I call in to cancel and get my premium returned, I'm told no one can assist me. They're "sending a note" to the same underwriter that I've already been waiting 8 weeks on to try and cancel the policy and return funds. No timeline is available for how long this will take. No one is able to give me any answers as to why the policy cannot be canceled at my request. They are not willing to give me the underwriter's contact information, or transfer me to said underwriter to expedite the return of funds and cancellation of my application. I would like to stress--there is still no policy in force after waiting 8 weeks. They are getting ready to draft me a third time, so at that point they will have collected a quarter of a year's premium and still not issued a policy or declined me--either way.To top it all off, my agent (re: financial advisor) has left the company and is unreachable.

  Business response

  12/14/2023

  Hello - Our team has contacted the client and issued an appropriate response. For this, we consider this case resolved. 

  Thank you,

  Northwestern Mutual 

  Customer response

  12/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear here. 
  

  No one from NWM has reached out to me regarding this complaint. No refund has been issued. The complaint is still very much unresolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I asked a quote for a life insurance policy on September 14. The provisional premium I was quoted was ****** before the result of the physical that was done on September 22nd. When I talked to ***************************, Financial representative, I informed him that I was a former smoker and stopped 18 months prior. I had a blood test done where my nicotine level was tested, and came back negative for any nicotine product. ****** called me Tuesday, November 14 to inform me that my I was positive for nicotine and that If we would go further with the application process and accept the policy, the premium would be over $680/month, I was also informed for the very beginning and along the process by ******, that I would get any premium drafted on my account refunded if I decided to not go further in the application process. I have been contacting him since November 17 to have my money refunded, and have not heard a single word from ***********************. I also contacted *************************, whom was helping the underwriter and asked that if he could direct me to the correct recipient to have my refund request taken care of and have not hear a word from him either. Everybody was very helpful and eager to call me and email me during the process, but as soon as I decided not to proceed they all went silent. I need the 3 months of premium that were drafted out of my bank account refunded asap.

  Business response

  12/12/2023

  Our teams have connected with this client, issuing an appropriate refund and providing further background. For this, we consider this case resolved. 

  Thank you.

*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. ↩