Complaints

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

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• 

  Primerica, Inc.

  1 Primerica Pkwy Duluth, GA 30099-4000

  
• 

  Primerica, Inc.

  4820 50 Ave Red Deer, AB T4N 4A4

• 

  Primerica, Inc.

  356 Bulyea Rd Edmonton, AB T6R 2B3

• 

  Primerica, Inc.

  106-10403 172 St Edmonton, AB T5S 1P1

• 

  Primerica Financial Services

  PO Box 7490 Spanish Fort, AL 36577-7490

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:08/25/2023

  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.

  My wife and I have been Primerica customers for 20 years and always pay our premiums on time. For the most part we've had no issues until recently. My latest experience leads me to believe this company doesn't value its longtime customers. We recently received a letter stating our policy has reached its term so we're going to see a substantial increase in our monthly premium. It will increase from $164 a month to $1,002 monthly, which will be crippling to our finances. The increased premium was deducted from our bank account on 8/21/23. The letter also states to contact our local agent, ******************* to discuss our options. My wife tried to call several times only to get his voicemail. After not hearing back from ************** we reached out to Primerica Client Services. I explained to the **** ******* and he insisted I speak to my agent about it. I told him we tried and haven't heard back. I asked if there was someone else who could assist me. Once again, the ******* insisted that I talk to my agent. He also stated he'd put in a request for a supervisor to reach out to ***************** personal cell phone. At this point I was skeptical and expressed concern that the ************** wouldn't call. ******* was very insistent that our agent would call us because they (Primerica) were advising him to call us. It's been three days since that conversation, and we've still heard nothing. I tried calling Client Services today 8/25/23. After a long wait time the line disconnected me. Meanwhile I'm online and the comments and reviews of this company aren't giving me any hope this will be resolved. I would like to be refunded the difference between the increased amount and the original amount since we were unable to make any exchanges to our policy due to the unavailability of our agent.

  

  Business Response

  Date: 09/25/2023

  We have proposed a resolution to this matter and sent the complainant a detailed letter of explanation.

• Initial Complaint

  Date:08/24/2023

  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.

  I bought insurance for my mom and they were taking an excessive amount of time to complete the insurance when all their questions had been answered. My mom passed away due to ***** and they never granted the insurance policy money. They ripped me off of my payment and they simply washed their hands when payment had been accepted. Their not legit and only take people's moneys to later deny a legal legitimate claim.

  

  Business Response

  Date: 08/29/2023

  Please provide your mother's full name, address and policy number.

  Thanks

• Initial Complaint

  Date:08/23/2023

  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.

  We file a death claim for my father on policy# **********. Primerica closed my mothers claim instead of my father. I called to resolved the issue to let them know that my father is the deceased and not my mother. This was corrected, however, my mothers policy is still closed. I tried multiple ways and phone calls to Primerica to have my mothers policy out back in effect but its been 8-9 months and still no resolution. Contacted multiple individuals and supervisor, filled out a spouse rider form and submitted it. Still nothing, try calling again and cant get anywhere with this. Every time I called and ask for manager, they just transferred me to voicemail. At this point I am out of ideas and not sure what to do. My mother has been paying on her policy for *********************************************************************************** effect. Please refund her money

  

  Business Response

  Date: 09/21/2023

  I regret that this consumer has had occasion to complain, and I apologize for any inconveniences that *** have been experienced. 

  I have emailed him to let him know that I am willing to personally help him resolve the matter if he will provide particular requirements. I have also let him know how to get these requirements to me, and I have asked that he do so within the next 30 days.  

  I look forward to assisting him. 

• Initial Complaint

  Date:08/17/2023

  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.

  Policy# ********** I have called your offices and talked to my local agent and can get nothing done. My name is ******************************* and my husband, ************************* has been covered with this H32303235**303035**32H since **** (30 years) and have accepted each premium increase for life insurance at $100,000 for each of us until this year. My husband turned 76 and it was raised from $283.77 to $922.64. Obviously we can&#**;t afford that and I thought that was an error. I immediately called our agent and he verified that it does increase...and it will increase again when I turn 75. He started looking for a policy that we can afford....but it would only be $50,000 for my husband and $25,000 for me (we assumed that was the best we can get and afford). Our agent told us numerous times that the premium is $313.00...I called other companies to see if they could beat that premium and policy but they couldn&#**;t. After verifying again that that is correct premium and filling out paperwork and emailing it back to our agent...we got our cards that show premium is actually $**4.28,,,I couldn&#**;t believe this so I called our agent immediately. He said...that can&#**;t be right, let me get back to you. Of course, when he did, he was sorry but he had made a mistake.Now he&#**;s saying he can get us ****** and ****** for $316.00. My husband said...what makes us think that is right...I called ************ and talked to an agent there. I explained everything and told her we were given this quote many times and compared that with other policies and she said there is nothing they can do. (by the way, this is a decreasing policy...so odds of you paying this is almost nil anyway). He did send us a policy year decrease so we can see how much the decrease is every year, but we had to ask him for that. He told us...you can figure it out...no, we want actual figures.This has been a nightmare. We have had this H32303235**303035**32H for 30 years. I decided to write a letter to H333735363534353136**H, Attorney General and Insurance Review board.Please let us know the final results of this and hopefully you will go with what we were quoted over and over and over.....so many times that our agent laughed....and said it&#**;s $313.00. This all sounds insane but it&#**;s actually what happened. I don&#**;t want to hear again...it was just a quote...you don&#**;t take people&#**;s money and have them fill out forms for a quote. We are asking for premiums of $313.00 for $50,000 for my husband and $25,000 for me...decreasing life insurance.

  

  Business Response

  Date: 09/13/2023

  We have mailed the complainant a detailed letter of explanation, which explains our position in response to his request.

• Initial Complaint

  Date:08/11/2023

  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.

  i started in january, they "hired" me to sell life insurance but they were really just a pyramid scheme. i had to pay like 150 for whatever fees but me being young and dumb just went along with it. they told us that we had to build a team and basically make money off the people that we recruited. so yea i want my money back and maybe some more cuz they're just ridiculous liars.

  

  Business Response

  Date: 09/05/2023

  Better Business Bureau
  Attn: ***********************
  Dispute Resolution Counselor
  ******************************************************************; 30349
  
  September 5, 2023
  
  RE:    BBB Case:   20456164
  Consumer: ***************************
  
  Dear **************:
  
  I am writing in response to the complaint that *************************** filed with the BBB on August 11, 2023.  Primerica is a corporate general agent that markets financial products, including life insurance,through independent contractor sales representatives.  Recruits, such as *****************, submit an Independent Business Application (***) to apply to become Primerica independent contractor sales representatives, not employees and pay the one-time $99 *** fee.  Once recruits are properly licensed, they receive commissions, not a salary.
  
  We have researched Mr. ******** complaint and have determined that on or about November 25, 2022, we received his *** that authorized payment of the one-time $99 *** fee and the $25 monthly Primerica On ********************* The *** provides that recruits who have not attended pre-licensing class are eligible for a refund of up to $69 ($99 less a $30 non-refundable processing fee.)  Our records indicate that ****************** didnt contact Primerica prior to filing his complaint with the BBB.  As a courtesy,we issued a refund of $99 for his *** fee and $25 for his *** charges, for a total refund of $124 back to the account on file.
  
  We hope that we have adequately addressed this matter.  If you have any questions or need additional information, please let me know.
  
  Sincerely,
  ****************************

  ************ (phone)

  ************ (fax)

• Initial Complaint

  Date:08/02/2023

  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.

  I have attempted a OutGoing Wire transfer from Primerica Shareholder Services.My Primerica Acct# ********* There were funds just over 29k that were supposed to be wired to my account at Fortress Trust (**************) I was told i would received a call back from Primerica when i called on July 28th 2023 The confirmation ticket # ************ They have not called me back in the meantime i have been calling them back myself but **************** cannot help me and today they just said they would initiate another Confirmation ticket for a call back ************ But Shirlely #ID # ***** says that she doesn't know when they would actually follow up with a call. she says she imagines they will call in a few days but The last attempt at getting a call back has went into 1 week with no response. What I need from them is Proof that they sent the Wire Transfer because it is missing. I need the **** # for the wire transfer they say they have already made on JULY 27th. This is much like a Tracking Number for the Wire Transfer. They have not provided this to me so there is no proof they sent the Money yet my account shows it is at $0.00 and the money has not been seen since. I need someone to contact me to resolve this issue. Markets are volatile and this could be very expensive for me to not have the money into my new account.

  

  Business Response

  Date: 08/23/2023

  We have spoken with the customer to address the concerns at issue.

  Customer Answer

  Date: 08/24/2023

   
  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.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:07/31/2023

  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.

  In 2014, my wife (******************************, Policy #*** 029 ****) and I opened term life accounts with ********************* Insurance, a division of Primerica. The monthly premiums were $86.79 for me and $32.07 for ***** ($118.86 total). I agreed to pay for both accounts, and the premiums were automatically deducted from my Citibank checking account on the 20th of each month. In 2017 I cancelled my policy because it was too expensive for me to keep paying for both, but I kept paying the premiums for ****** account since we have a daughter who was 22 at the time.Two weeks ago my Citibank account was nearly overdrawn and I discovered a mysterious charge of $205.35 from NBL/Primerica.I logged into the MyPrimerica website. There are no records of my premium payments or PDFs any correspondence. I then checked my Citibank statements and discovered a Primerica premium increase had begun in February 2023 and had occurred every month since then. Thats a total of $1,232.10 in premiums, considerably more than the $222.30 I expected it to be.Had I known the premium would increase so much, I would have terminated the account immediately. Yet according to our agent, *************************, we should have received but didnt two notices in the mail about a premium increase starting in February. ************** suggested I call Primerica directly, which I did. Primerica said two notices were mailed, the first on December 10, 2022 and the second on February 2, 2023. They said they didnt have PDFs of the letters to email me, which seems extremely unprofessional and suspect. After a long back and forth, they agreed to terminate the account at the end of August but said nothing about refunding the overcharges. Primericas position is that since we didnt respond to their non-existent notices, that meant we agreed to the increase. We disagree.

  

  Business Response

  Date: 08/30/2023

  We have granted the requested resolution and mailed the complainant a letter of explanation via *** with a signature requirement. 

• Initial Complaint

  Date:07/28/2023

  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 let me girlfriend use my card to sign up for Primamerica back in February. My girlfriend was involved with this company and the sponsoring agent for one month and they told her lie after lie. By March she could see this company was a scam and contacted Primamerica to cancel her online membership. The company promised everything was canceled. Then they card my card again in April and May. I disputed it and called them myself demanding they stop. They said they took auto payment off and canceled the account. Then in June and July, they chaged me again! Now I had to lock my card to stop further charges. I want the two months of fees back and for this company to stop stealing my money! The internet is full of the same complaint about Primamerica. Company is under SEC investigation for repeatedly doing this to people.

  

  Business Response

  Date: 07/31/2023

  Better Business Bureau
  Attn: ***********************
  Dispute Resolution Counselor
  **************************************************************; 30349
  
  July 31, 2023
  
  RE:     BBB Case:   20389642
  Consumer:  *****************
  
  Dear **************:
  
  I am writing in response to the complaint that ***************** filed with the BBB on July 28, 2023.  Primerica is a corporate general agent that markets financial products, including life insurance, through independent contractor sales representatives.  Recruits submit an Independent Business Application (IBA) to apply to become Primerica independent contractor sales representatives, not employees and pay the one-time $99 IBA fee.  Once recruits are properly licensed, they receive commissions, not a salary.
  
  We would like to apologize to ************ regarding his experience with Primerica.  In order for us to thoroughly investigate his concerns, we will need his girlfriends full first name, last name and mailing address in order to locate her file in our system.  We understand that this is personal information.  If ************ would like to provide this information to me directly, he can contact me via email at **************************************************.
  
  We hope that we have adequately addressed this matter.  If you have any questions or need additional information, please let me know.
  
  Sincerely,

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

  ************ (phone)

  ************ (fax)

• Initial Complaint

  Date:07/21/2023

  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 ex-husband is a Primerica life insurance policyholder. I was contacted in April, 2023 by an insurance representative (****** *************, seeking to schedule a ************* for my physical. At the time of this call the policy was defaulted and had been on default for close to 8 months. Of course I refused and I informed her our divorce was finalized on 11/01/2022. I proceeded to call the insurance agent on file, *********************** *************, and he informed me my ex- husband was seeking to reinstate. He also informed me the beneficiaries had also been changed and I was no longer listed as one. On May 25. 2023, I called Primerica's headquarters office at ************* and spoke to a representative, a specialist, and finally a supervisor. The latter advised me there was an application for reinstatement request with a hand signature with my name, dated March 9, 2023. I assured her that was a forged document since I never signed or plan sign and reinstated said policy, and her resolution was she would forward the information and open a claim with their legal department. On May 26, 2023 I requested via email, a copy of the application with with the forged signature to which the Primerica team replied we are unable to process without the policy owner's written signature. On June of 2023 I received yet another call from ****** wanting to schedule the physical again, even though there is ample knowledge I am in no way a participating party. I understand I'm not the policy owner, but when is it the company's responsibility to safeguard a person's identity and to ensure their policy owner's abide by the laws set in place? Please advise.

  

  Business Response

  Date: 08/21/2023

  We have mailed the complainant a detailed letter of explanation, which explains our position in response to her request.

• Initial Complaint

  Date:07/05/2023

  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 have been working with Agent: *********************** (QYPBB-H3009) for approximately 6 months to try and purchase a life insurance policy. Unfortunately, I have struggled the entire time to contact or receive answers/status from ****************. Now due to him not doing his job my policy was closed. I have records of texts and calls I have made in attempt to inquire what was needed and the status of the policy and have not been able to get clear communication from him. My policy was denied as I did not complete additional requirements by Primerica but **************** failed to communicate that anything was needed and did not follow up on the documents that were completed and supposedly sent in on my behalf.

  

  Business Response

  Date: 08/14/2023

  The issues presented in the complaint were resolved within 15 days of the day that you received it.  Nevertheless, I regret that the consumer had occasion to complain, and I have emailed her an apology for any service difficulties she may have encountered.   

  Customer Answer

  Date: 08/16/2023

   
  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.
  
  Sincerely,
  
  *********************************