Complaints
This profile includes complaints for Athene USA's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 66 total complaints in the last 3 years.
- 18 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/02/2024
Type:Service or Repair IssuesStatus: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 received a letter from Athene notifying me that I and the beneficiary to my sister policy. I have called the customer service number numerous times and have not been able to get a hold of anyone at the claims department nor have I received a call back after scheduling call back numerous times. This company doesnt seem to care and the horrible reviews are correct. I need answers to my questions and it is impossible to get anyone on the phone. Every response is generic and provides no resolutions if you read any and all of the complaints.Business Response
Date: 10/08/2024
Thank
you for the opportunity to review and respond to our customer’s concerns.
To protect the contract owner’s privacy, we have provided a written response
directly to him by United States Postal Service. A response will not
be posted to this site.Initial Complaint
Date:09/30/2024
Type:Product IssuesStatus: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 called about pension payments and they opened a ticket on 9/11/24. They said 5 business days for response. I have not heard a thing. I keep inquiring on the ticket but they just ignore. The only way to get a response is to file a complaint here.Business Response
Date: 10/09/2024
At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We will contact the individual separately to respond to any concerns.Initial Complaint
Date:09/17/2024
Type:Product IssuesStatus: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 took out a policy with Athene for Annuity, the issue date was 11/20/2020 but the date or prepared was 11/20/2023. The person who sign me up for this annuity put it down as a 15 year annuity not 7 year. I have not gain or loss money, it have not move. They gave me a new person to deal with - **************************************** I still have not receive statement/from them and my family will never see that money if I died because it is 15 years not 7 years. I ask if I can withdraw my money they say with a pentyl. I am 71 years old with ********* and it is my money. I should be able to take my money out and put it in a safer place with out pontify . I was believe I was scam i taking this policy and they did not tell me they change the year with tell me.Business Response
Date: 09/19/2024
Thank you for the opportunity to review and respond to our customers concerns. To protect the contract owners privacy, we have provided a written response directly to her by ****************************, mailed 9/19/24. A response will not be posted to this site.Initial Complaint
Date:09/06/2024
Type:Product IssuesStatus: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.
The $849.04 penalty for early withdrawal (2 days prior to the maturity date was manifestly contrary to what I had requested and contrary to common sense. I believe Athene uses sharp, deceptive practices to bilk customers who request a full surrender of their annuity out of an early withdrawal penalty.I am trying to download documentation, but not sure if it is working. Please contact me with help.Business Response
Date: 09/16/2024
Thank you for the opportunity to review and respond to our customers concerns. To protect the contract owners privacy, we have provided a written response directly to him by United States *************** A response will not be posted to this site.Customer Answer
Date: 09/16/2024
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.
Sincerely,
*************************Initial Complaint
Date:09/03/2024
Type:Product IssuesStatus: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 trying to get my pension (from a Qualified Domestic Relations Order) since 01/2024. Initially Athene said they would send an enrollment packet, 1/19/24. No packet came. I called on 2/22, 3/25, 4/3, 4/18, 5/23, 6/27 receiving excuses like the packet was sent and they didnt have my ex husbands records on file. on 7/9 I was told packet would be overnighted. On 7/12 it arrived and I ***** the information. On 8/3 I received a letter stating they needed the copy of my divorce and copy of the domestic relations order. All was obtained and ***** back to Athene. Per ***** and Athene they received the information on 8/9/24. Now Im being told it will take them 3 to 6 weeks to review my packet. I believe they are purposely delaying processing of my payment. They are to backpay me from August 1, 2010. I believe Athene is trying to get out of paying anything to me.Business Response
Date: 09/10/2024
Thank you for the opportunity to review and respond to our customers concerns. To protect the contract owners privacy, we have provided a written response directly to her by ***************************** A response will not be posted to this site.Initial Complaint
Date:08/29/2024
Type:Product IssuesStatus: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 request a withdrawal of my money on August 19th. The Athene website informed that the transaction would be processed within 2 days. Today is August 28th and there is no sign of the money.Please deposit my money on my Regions account urgently!! I need the money!!Business Response
Date: 09/09/2024
Thank you for the opportunity to review and respond to our customers concerns. To protect the contract owners privacy, we have provided a written response directly to them by United States *************** A response will not be posted to this site.Initial Complaint
Date:08/05/2024
Type:Service or Repair IssuesStatus: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 a 10 year multi-choice annuity instituted in 2003 with Aviva now Athene. contract number ******. with over $90,000 on account. I had asked for a withdrawal online for $20,000 out of the some $90,000 balance on 7/23. to be deposited by ETF transfer to my credit union in ************ Fl. This account has never changed, Athene has the info and have confirmed it online. I have called three ( 3) times to customer service, each time, giving the *** and they know who I am when I call. After the request for the transfer never came through as requested within a week, I called Athene customer service , they said the request would be put through in a few business days, again it never happened.I depended on these funds to pay contractors at my vacation cabin, I had to scramble to other accounts. ********************** claimed they could not reach me by phone, which was rediculous. They clicked in while I was actually speaking with customer service on that same line and asked him to verify me ! Obviously this did not happen ! I called once again 8/2, Friday, getting thru with *** when the funds did not appear in my checking account at my credit account. I spoke to two different customer service ***** each asking for my verification by fax, hard copy etc of the request. After taking quite a bit of time, speaking with supervisors. I held the line. I realize fraud is a problem, at this point I feel Athene is sandbagging and trying to hold my funds. I have now requested a $50,000 withdrawal and I will send them the email of the order, fax and hard copy required. However,if this is what a 77 year old senior has to go to get her own funds I will be withdrawing all funds from Athene by the beginning of next year. This is absolutely not acceptable from a business accredited by the BBB. I see there are quite a few 1 star reviews, I am not the only annuity holder having problems. !I want my request of the $50,000 this week, they have my data and will have hard copy of the request.Business Response
Date: 08/08/2024
At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We will contact the individual separately to respond to any concerns.Initial Complaint
Date:06/05/2024
Type:Service or Repair IssuesStatus: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.
1)*********************** Retirement plan was transferred to Athene last year. Was supposed to have online access by Jan 1. It was april.2)Sending me mailings regarding retirement payout (early commencement). Despite several calls to the named extension, emails and calling and being on hold over an hour, cannot make contact with anyone as its unclear if i need to opt out.Business Response
Date: 06/17/2024
At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We will contact the individual separately to respond to any concerns.Customer Answer
Date: 06/17/2024
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.
Sincerely,
*********************Initial Complaint
Date:05/15/2024
Type:Product IssuesStatus: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 father passed away in February. Since then, his wife (my mother) and I have been trying to collect his life insurance policy from Athene. They have sent wrong forms, claimed they haven't gotten forms, and blamed the postal service for extraordinary delays. They have not called when promised. My mother finally received the check, and within two days of being deposited, it had been recalled by Athene. They refused to deposit the funds in my bank and have now said they are investigating the recall of the check.Business Response
Date: 05/15/2024
Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.
Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information. As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
We will provide a written response to the consumer on or before June 3, 2024. Thank you.Customer Answer
Date: 05/16/2024
Complaint: 21706809
I am rejecting this response because it is not yet solved. I am glad to hear the issue is being worked on. Once the issue is resolved, Ill be glad to close the case.
Sincerely,
***** *****Initial Complaint
Date:05/07/2024
Type:Product IssuesStatus: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.
On July 11, 2023 my divorce was finalized. As a part of the divorce settlement, there was a QDRO order that stated that I should receive 50% of my ex husband's two pensions (one with Raytheon and one with Lockheed-******). Also, stated in the divorce decree was that a company called PASA, **** would handle preparation of the necessary QDRO documents and send them to the companies involved. The Raytheon QDRO was handled smoothly and final approval was in January with payments that started at the beginning of February. ATHENE in THE WOODLANDS, *****, which is administering the Lockheed-****** pension; has not even produced the draft that must go to the court for final approval. My ex-husband, the contact at PASA named ****, and I have all made numerous phone calls to Athene. Both my ex-husband and I have received many promises of callbacks from Athene, to get information on where in the process the production of the draft stands, and NOT ONCE have they called back when they said they would. In a letter dated January 10th, Athene requested 2 revisions to the draft. **** at PASA sent back the revised draft on January 25th. On February 22nd, I called Athene and confirmed that they had received the revised draft on January 25th. Since that time, I have made numerous phone calls, get conflicting information about the status of the draft and deal with a different rep every time I call. The only way I can contact them is through a phone call. The representatives never give their last name and state that there is no email through which to contact them. Both my ex-husband and I have been told on at least two occasions that the ticket (the way in which they track phone calls and document progress of the draft completion) was "accidentally" closed and that they would re-open it. Can someone please help me get some answers as it has now been 3 1/2 months since they received the draft revision and there appears to have been no progress in reaching it's completion.Business Response
Date: 05/08/2024
At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We will contact the individual separately to respond to any concerns.Customer Answer
Date: 05/08/2024
Complaint: 21674234
I am rejecting this response because:I reject this scripted/canned response from Athene. It does not, in any way, guarantee any action on their part. Until the long-awaited QDRO draft is complete, is approved by the courts, and finalized (resulting in pension payments), they have not completed their job.
Sincerely,
*********************************Business Response
Date: 05/16/2024
At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We have contacted the individual separately to respond to any concerns.Business Response
Date: 05/16/2024
At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We have contacted the individual separately to respond to any concerns.
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