Complaints

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:10/20/2023

  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.

  I was contacted by Venerable in regard to an annuity account my mother had after putting her information into the **** policy locator. Venerable sent me an email and I contacted them. Everyone has been very vauge and no one will give me any information despite the fact I sent them the w9 and death certificate. I refused to fill the claim form until I saw the contract. I cant possibly make a determination without a copy of the contract or at the very least a little more information than they are giving me. I dont even know an amount! I am starting to think this is just a scam, and if it is, this is a terrible thing to do to someone who is already grieving the loss of their mom!

  Business Response

  Date: 10/23/2023

  Due to privacy concerns, VIAC will be responding directly to the complainant. 

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20759935
  
  I am rejecting this response because: no one has reached out to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/30/2023

  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.

  This company provides FMLA and Short Term Disability benefits for my employer. I needed to take a 2 week leave of absence from my employment due to getting surgery to remove cancer. I started the process a month before the scheduled surgery in order to get a timely payment so I could still pay my bills while I was out. When I was applying, I was asked if I had any PTO I could use, and I informed them that I wouldn't be getting that until I'd been with the company a year, which was after I returned. It took them 3 weeks after my surgery to think about processing a payment, and then I only got for 1 week, "because you needed to use your PTO for the first week ". I take the check, deposit it into my bank account so I could pay my bills, then find out they put a stop payment on my check! And you can never get a manager, because they are always conveniently 'not available '. So now, they have taken back the half of my disability payment I have paid into for almost a year, AND the bills I did pay are now getting hit with *** status and returned payment fees, BECAUSE of the *** payment status! So, I paid into for almost a year, to get ALMOST $400; that is now costing me probably $500+!When I talked to the manager, they were unwilling to cover any additional fees I accrued on my bank account due to their actions. Then, I found out my bank account is LOCKED because of their actions, so I do not know how I'm going to pay my bills when I get my next regular paycheck. The manager called me back after a couple days, and said they will cover my overdraft fees after all, provided I give them proof that I was put into the negative by them. I was planning to use the reissued check to cover all the fees, but once again, they incorrectly told me it was mailed on the day it was only approved. This company is full of nothing but liars.

  Business Response

  Date: 06/01/2023

  Venerable Insurance and Annuity Company ("VIAC") is in receipt of this complaint, and we will respond directly to the complainant.  

• Initial Complaint

  Date:02/16/2023

  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 own an annuity roll over . The policy was last owned by Voya.In **** they suspended my policy when i asked for a printout to use in a divorce settlement.Now in 2023 I am still suspended . They ask for a divorce document that the *************** calls by a different name.**** states to the BBB that Venerable Insurance owns the policy.Yet Venerable has tried to unlock the policy twice. After they recieved the ****** divorce papers.I have requested written explanation from Venerable and they refer me back to their telephone service person.I have a RMW this year (tax purposes that I cannot get)Who do they request to unlock the policy?Who owns the policy?Is any of this legal?

  Business Response

  Date: 02/21/2023

  Dear ****************, 

  We apologize that you have been dissatisfied in your experience with our service center. We have completed a thorough review of your concerns. Due to the confidential nature of the information we have responded to you directly in writing regarding this matter, as the Better Business Bureau site is public. The response was sent via ***** priority overnight on February 21, 2023. 

• Initial Complaint

  Date:01/03/2023

  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.

  The *********** gives my retirement account to Voya to manage. I retired June 17th and still have not been able to get any of my money from ****. I called 7TIMES!!!! Their customer service is HORRIBLE!!!! Last Friday they said my request was finally processed but it will be ANOTHER 2 MONTHS before I actually get my money!!!

  Business Response

  Date: 01/09/2023

  VIAC will be responding directly to the complainant.

• Initial Complaint

  Date:12/28/2022

  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 got a rollover check from old 401k plan to deposit into my new 401k at Voya. Nov 1st I received rollover check from old account, made out to Voya in care of me. I sent to Voya. They received and cashed on the 22nd of Nov. When I called to see why not in my account, they said that I didn't include a form they needed. So after many many hours, days, weeks, I still have no resolution. They say they cannot return the check. **** also says they will not send the money back to issuer so I can get it. Voya is keeping my money that should be earning me interest. If Voya can't deposit it they never should have cashed it, but they are getting my interest and won't return funds or work with me. Going to take a lawyer to get my funds back I'm afraid.

  Business Response

  Date: 01/03/2023

  Venerable Insurance and Annuity Company has reviewed this complaint.  We are unable to locate any contracts/policies associated with the complainant.  We will be sending a response to that effect directly to the complainant. 

  Customer Answer

  Date: 01/04/2023

   
  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:12/28/2022

  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.

  I am beyond upset about how my 1st time using this company for my disability benefits went. My claim handler not only miscommunicated the delays of my payment, but also stopped payment on a check that was cashed which I have been waiting for over a week just to get a check for it to be stopped and not only have I got fees for this, I also was embarrassed for looking like I was doing fraud, then didn't issue payment for the check that was stopped till a week or so later putting even more stress and delay of me being paid. I have only physically spoke with my claim rep once during this whole process and not once did she speak to me about any stopped checks. I am requesting someone with the corporate office to please follow up with me because now I am out $300.00 for a mistake that no one is taking fault for just that they will pay the over draft fees. Its the holidays and now I am being short ended due to you all's mistakes with this whole process

  Business Response

  Date: 12/28/2022

  We received a letter today regarding this complaint filed on 12/9/2022.

  The customer needs to contact the home ****** of ***** Our ****** is an independent ****** and has not been brokered through Voya since June of 2021. We are now with Cetera Advisor Network. This customer was not a client of ours and we have no way of determining who the actual advisor is on that account.  The Voya home ****** is in **********, **, but we are not certain whether the disability ****** is there or somewhere else. Our ****** does not handle disability benefits. Thank you for your time and please let us know if there is something else we need to do to clear this complaint from our records.

  Thank you,

   

  *****************, Administrative Assistant

  Bluestem ***************** and Planning

  Sent on behalf of **************************** and/or ****************************

  2232 ******^th Street

  ******, ** 73013

  Phone  ************

  Fax  ************

  

  Business Response

  Date: 12/28/2022

  This link is the best I can get for you.

  The address I have is an old one and not sure if it is correct. It is PO ************************************ 50309.  I do not know which part of Voya handles disability. Our office does not and never did, even when we were brokered with ****. We handle retirement accounts and trusts. Our official name and broker dealer are in my signature block at the bottom of this email. Thank you.

  ****

  Business Response

  Date: 01/04/2023

  Venerable Insurance and Annuity Company (VIAC or the Company) completed a review of our customer files and administration systems,and we are unable to find any account, policy, or contract associated with the complainant that was issued by or is administered by VIAC.
  
  In the complaint there is a reference to disability coverage.  VIAC did not issue and does not provide any administrative services for disability policies. As we have no known association to the coverage referenced, we are unable to provide any response to Ms. ************** If she has documentation suggesting that her policy is somehow associated to VIAC, we request that be submitted for our additional review.Absent such, we suggest ************** review her policy to determine the correct company that issued or administers the coverage to direct her inquiry to. 

• Initial Complaint

  Date:12/19/2022

  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 came to the BBB page for Venerable after experiencing extreme difficulty in transferring my portion of my grandmother's annuity after she passed away in 2021. I was not entirely surprised, therefore, to see the other complaint filed here describing almost exactly what both my sister and I have and have been experiencing; The completely unknowledgable and rude customer service staff, the seemingly deliberate obfuscation of information on documents they require and/or "issues" with submitted documents without any notice or contact. My sister and I have been working directly with our receiving institution, ******* ******, as a result of the completely horrible experience that is interacting with Venerable. Even our ****** bankers have been unable to communicate effectively with them on our behalf. The final straw for me was when yesterday, just as I thought the whole ordeal was finally over, the check received by ****** from Venerable was of such "poor quality" that they were unable to process it and they would now be required to recieve the subsequent check at their forensic analysis lab in order to verify its authenticity. Venerable, of course, says this will require yet another document/form. My ****** representative said he had literally never heard of them having this problem with a check or transfer from another financial institution. In his experience and knowledge it had only happened with individuals. This is unacceptable. One person having one or two issues might be mistake, but this is apparently a pattern of multiple beneficiaries across multiple different different contracts having the exact same issues, suggesting to me there may be something more sinister going on. I can't say why, but it sure seems like they are dragging out these transfers as long as they possibly can. I am required by the *** to take out my POMC draw by Dec. 31st or face a penalty. If this issue is not resolved in time, I will have no choice but to pursue legal recourse.

  Business Response

  Date: 01/03/2023

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

   

  We apologize that you have been dissatisfied in your experience with our service center. We have completed a thorough review of your concerns. Due to the confidential nature of the information we have responded to you directly in writing regarding this matter via email on December 22, 2022, as the Better Business Bureau site is public.

• Initial Complaint

  Date:11/10/2022

  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.

  My father passed away on July 8th, 2022, and he left his annuity to me. I have been trying to claim that annuity for over four months, now, and it has been a nightmare. My calls and emails to Venerable have been entirely unanswered, or answered in a misleading fashion. Every time I speak to them, there's some new thing wrong with my paperwork that wasn't mentioned previously. When I ask them why they never reach out to me when there's a problem, they claim that they did leave me a voicemail, but they have never done so. I have never received any phone calls or email responses from them, despite my requesting them multiple times. The customer service people are not knowledgeable, dismissive, and interrupt me constantly when I'm trying to explain my situation. They have been holding my money hostage for months, and making a very difficult time in my life even worse with their stubborn incompetence and willful misdirection.

  Business Response

  Date: 11/15/2022

  VIAC will be responding directly to the complainant.