Complaints

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

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  Athene USA

  7700 Mills Civic Pkwy West Des Moines, IA 50266-3862

  
• 

  Athene USA

  1080 Jordan Creek Pkwy West Des Moines, IA 50266-6004

  

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:11/20/2023

  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.

  Athene makes it impossible to access basic policy information and have transparency of existing contract. They only offer these details to be shared via mail "for security reasons" since it is "too hard" to make available online for policy holders. After getting ping ponged from agents in confusing "locations" all saying nothing of substance, they said they would send via mail (est two weeks to arrive). Upon receipt, only contract# and beneficiaries listed was the extent of info provided when requesting copy of contract and policy details. I'm disgusted with their business withholding information and making it impossibly confusing, even for me (not as senior citizen, my parents asked for my help), to navigate getting simple answer/request fulfilled. I truly believe this business is taking advantage of seniors who need to use their retirement accounts for...retirement! They're happy to let them take a loan against the annuity and charge relatively nominal fee and interest on the loan, but will make it super hard for the policy holder to know what their policy entails to understand things like: they can take up to 10% of existing account balance per year (don't know start and end date of year per contract because they won't provide!) without being charged interest; ie better decision making!It's mind boggling they're able to operate as a business with this kind of behavior. I want my parents to have visibility to their policy details to understand impacts of moving their money elsewhere but again, getting this has proven nearly impossible the last 2 months I've been helping. I am concerned about their business practices and the impacts it has on policy holders/beneficiaries. I'd like to see a streamlined process for getting this information without weeks of waiting and limited access to whatever is sent via mail as my belief is this is inefficient and has security issues while impacting policy holders financial decision making with money that is theirs!

  Business Response

  Date: 12/11/2023

  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 been in contact with the individual separately to respond to any concerns.

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20887000
  
  I am rejecting this response because:

  I was reached out to via email and phone by a few different individuals asking for contract # to confirm before investigating and then I'd hear nothing back. I should note the first came via secured email which would come in handy for receiving documents more swiftly than mail...after I replied with requested information and included my parents in the correspondence I heard nothing. Then I received another email asking the same thing, unsecured this time. I provided the same info and then heard nothing. Finally I included them all in the same email and asked what's next. Then I got a call from another person acknowledging receiving the emails and that now I should call and talk with him directly. We happened to finally receive a mailed copy of my mom's contract after nearly 3 months and I got ill and was dealing with more pertinent matters. I need to call him back when I feel better to confirm receipt. But in general, no I am not satisfied with this business response and how confusing and disjointed the processes are. It really should never ever be this hard to access back information. It's been stressful unnecessarily and required multiple phone calls. We followed up to get our questions answered about the contract and repeatedly being cut off with rude comments that "you will receive all of this information on the withdrawal form" without any regard for how that insinuates us needing to trust that we will receive what we are asking for. We don't trust this company and will be moving accounts over to more easily understandable and accessible source. Also surprised that we again were offered a loan to withdrawal when their contract has surpassed window requiring withdrawal fees. Seems very suspicious. You really have to know your contract or else you could be confused into believing a loan is needed. I wish I could say this is resolved but this business spanning multiple interactions I've seen in the last few months is unethical in my books. If you can't go online, then make it easier and faster for folks to get their contract details in hand utilizing secure email which appears you have capabilities of doing already.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/14/2024

  Thank you for bringing this to our attention.  In order to protect the privacy and financial information of our clients, we will respond directly to the contract owner via US Postal Mail.  No response to the client will be posted here.  Thank you

  Business Response

  Date: 02/15/2024

  Thank you for bringing this to our attention.  In order to protect the privacy and financial information of our clients, we will respond directly to the contract owner via US Postal Mail.  No response to the client will be posted here.  Thank you
  

  
  

• Initial Complaint

  Date:09/29/2023

  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.

  They have repeatedly lied to me over the past month. My mom passed away on 8/3. I contacted them the first time on 8/14. Since then, I have had to make repeated calls and I even went to the broker who sold my mom and dad this policy. Each time I have called, I get a different answer. 3 times I have been told that they have all the paperwork they needed - they even confirmed that with the broker because she called me and told me they told her that. The last time, I asked for a supervisor and talked to ****** (maybe not the right spelling) and she told me at the end of the conversation, "we have all the paperwork we need for you and your sisters". I asked for the money in my account "tomorrow", and she said, "the payments will be expedited and will be transferred but that would take **** days." I was not real happy with that answer but I said ok. Then, I got a letter yesterday dated 9/22 that they STILL needed paperwork. I think this company is solvent and going under and they don't have the money to send us. Or, they are greedy and are trying to hang onto my dead moms money as long as they can. I have asked for a manager to call me but haven't heard back yet. My guess... I won't. I have also contacted the broker and he is trying to help but they keep lying to them too! It's deplorable how they are treating us! It's not bad enough that we are grieving our mom's death, but they way they are treating us should never, never happen! Probate has been easier to deal with than them!

  Business Response

  Date: 10/06/2023

  Thank you for bringing this matter to our attention.  In order to protect the privacy and personal data of our customers, we will contact the complainant directly and provide a written response via US Mail at the conclusion of our review.

• Initial Complaint

  Date:09/20/2023

  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 dealing with Athene USA since the beginning of 2023 . My three minor children are each a beneficiary to funds being held by Athene that was established by my mother prior to her death in July 2022. I have spent countless hours on the phone with incompetent employees within this company in attempts to have the funds transferred from Athene to financial accounts set up by my financial professional. Athene fails to disclose requirements to obtain funds. When their supposed requirements are met and filed, they send out an additional requirement never discussed in previous communication with them. I have filed all necessary paperwork, exceeding their requirements and they still refuse to process my claims and release the money owed to my children. Their employees are incompetent, inconsistent and lack quality customer service. They have a reputation for failing to process claims filed by customers and have paid out large sums of money in previous law suits for the same issues my family is enduring. I'm not asking for punitive damages, only for this agency to finish their job and service the customers who pay their salaries.

  Business Response

  Date: 10/02/2023

  Thank you for alerting us to this matter.  The complainant has contacted Athene through other channels and we will respond directly.  In order to protect the privacy and personal date of our customers, no response to the complaint will be posted.

  Customer Answer

  Date: 10/02/2023

   
  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.  It's my understanding that this investigation will be continued by the ******** Insurance Administration.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:09/11/2023

  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.

  My experience with Athene is long standing, but my recent experience has reinforced my original complaint. I have an annuity I have owned since ****. The annuity has changed hands a few times, and at one point, they lost evidence that I even had an account. This was when I was trying to transfer the money to ****************. I even had them talk to Athene and the paperwork Athene was requiring didn't exist. I have tried numerous times to withdraw my money and its always an excuse as to why I can't. I need a form that, by the way, doesn't exist, I need proof that I no longer work for the district I was in when I started the annuity. I finally have everything lined up and I cannot get the fax to be accepted on their end. They won't let me email it, so that leaves either a fax that won't be accepted or I send my paperwork through the mail and pray they acknowledge it.

  Business Response

  Date: 09/18/2023

  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/her by ************* Postal Service.  A response will not be posted to this site.

• Initial Complaint

  Date:07/17/2023

  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.

  Athene has exhibited gross negligence in allowing policy holders to pay premiums and resolve service issues on certain policies serviced by ********************* Athene has made it impossible for me to pay the annual premium on my life insurance policy, potentially forcing it into default and cancelation. Athene has subcontracted with ******************** to service my policy but requires Protective to use an outdated, broken website to receive payments. Protective has been unable to fix problems with the Athene website to allow me to update my login and payment information and refuses to accept payment over the phone, per Athene's instructions. Athene's failure to maintain it's policyholder web portal at ********************************** and to provide non-web based options for premium payments appears designed to force policies into cancelation for nonpayment. I have paid premiums for over a decade on this policy and don't know where to turn. Protective customer service reps have been sympathetic but tell me Athene controls the system and has not maintained its functionality. My Athene policy number is LL5076099. My premium payment was due 7/6/23 but the card on file is no longer active and needs to be updated. Athene sent me a letter saying I have a 31 day grace ****** to update the payment information, but as stated, their broken system has prevented all attempts to follow this critical step.

  Business Response

  Date: 07/20/2023

  We sincerely apologize to ********** for the issues he has experienced while attempting to pay the premium due through our online customer website.  This issue has been escalated to the company that maintains the website.  We contacted ********** and he authorized a one-time draft to pay the annual premium that was due.

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20333524
  
  I am rejecting this response because: The online access to my account is still not working. 

  It is true that Athene's servicing agent, ********************* reached out and facilitated a special one-time bank draft to ensure my life policy continues in force.  However, that was only part of the complaint.  

  In Athene's BBB response they claim to have "escalated" the web access issue to the company that manages the site.  This is a poor choice of words, since the website management company is a contractor employed by Athene.  In my reading Athene has failed to own the problem and chosen to deflect responsibility onto it's unidentified contractor.  They have not provided any accountability information about when the faulty website will be fixed or who will be providing me and the BBB with updates, and ultimately, with a modern, working customer web portal.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:07/17/2023

  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 calling Athene and talking to different reps about this case since August 2022. I had money sent to account #********* from ***************** ***** Bank in the amount of ********. @ August 18, 2022. No one can tell me what happen to this money, where it was posted or who the account # above is maintained by. I received *** 2022 contribution info from other accounts but not a copy B info form from the amount mentioned above. This account number was given to me by the ********************** representative to use before my permanent account was established. **************** say they will call me in a day or so but that does not happen. My account number is #*********************************** and hopefully someone can read the case and get me an answer.

  Business Response

  Date: 07/24/2023

  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 ********************* mailed 7/24/23.  A response will not be posted to this site.  

• Initial Complaint

  Date:07/17/2023

  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.

  - Filed beneficiary claim Oct 2022 for annuity where beneficiaries have predeceased the policy owner and I am claiming on behalf of the estate - No response/had not reviewed claim (despite calling weekly) until Jan 2023.Response was that they updated the form version, new one released 01/23 and I had to resubmit that one - No response/had not reviewed claim (despite calling weekly) until Feb 2023 where they told me I filled the form out wrong, need to resubmit requesting continued monthly annuity payments vice lump sum - March ***************************************************************** unclaimed property if I dont file a claim - March 2023 called and they told me I filled out the wrong form, gave me a new one (requested SSNs so I sent via **** vice email)- April 2023 called and they had not received the form - May 2023 called, received it but the form was blank, resubmitted via email - June 2023 called and found out they gave me an employees email and not the document submission email, resubmitted 6/9/23 - 7/14/23 have been calling weekly, requested rush on the account three weeks in a row, they have not reviewed the claim yet

  Business Response

  Date: 07/17/2023

  Thank you for bringing this matter to our attention.  We have reached out to the complainant and will continue to correspond directly with the complainant.  To ensure our customer's privacy and financial security, no contract information will be provided via this website. 

  Thank you,

  Athene Compliance

• Initial Complaint

  Date:06/20/2023

  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.

  The communication with this company is terrible. The only time I receive updates is when I cal them and even then its vague. I am awaiting the funds release from the passing of my mother which occurred 3/25/20. My beneficiary paperwork has been approved since 3/23. I have called twice a month since then and each time I keep being told Athene Annuity and Life Assurance Company is waiting on the state to release the funds back to them. I called again today 6/20/23 and was told the same thing. I have yet to receive any documents stating the policy information as the beneficiary of the annuity account. I only have what they have verbally told me and the amount given. I would think by now they wouldve given me some form of documentation stating amount of initial back. pay out from 2020-2023 as stated by customer service they are to occur every June. I would like the dates of payouts and the amount to be paid. I feel without that they can continue to tell me anything.

  Business Response

  Date: 06/30/2023

  Thank you for bringing this to our attention.  To protect the privacy and financial security of our customers, we will respond to the consumer directly via *****

• Initial Complaint

  Date:06/07/2023

  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.

  BBB limits my text, so you wont get the full story.I notified Athene via fax of my fathers passing in December of 2022 with a copy of the death certificate and updated them with my current address. I received a brief verification correspondence from them December 27th to my correct address but incorrectly spelling my last name even though it was given to them correctly.Even know they had my correct address and I was receiving correspondence there, at the end they told me they had to update my address to the one they were already sending mail to. After that someone changed my address without my knowledge or permission to my deceased fathers address. I also just found out they never contacted the other beneficiary as I gave them his current address. This company should be shut down. They have weaponized incompetence to a new level. Still havent received a dime and its June 2023.They are holding back 20% of my payout "for federal withholding tax" even though they should be well-aware death benefits are non-taxable according to IRS Tax Code 26 ss 101. Makes one suspicious they are doing so to keep those funds in their interest-bearing accounts as long as possible.The only acceptable resolution is a formal letter of apology and to overnight my checks to my correct address.

  Business Response

  Date: 06/20/2023

  For privacy of the client, our response has been mailed directly to the client via ****** **********************

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20148772
  
  I am rejecting this response because:

  Even know there was plenty of time for a formal in writing apology, no attempt was made on behalf of Athene/*********************.  ************************* made contact but made no effort to return my emails or call in the week following my complaint.  I received no resolution to there fraud until I went to there governing body.  They dont want to apologize on record here because they are cowards without accountability.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/20/2023

  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.

  Athene is not acknowledging or honoring withdrawal requests in a timely manner.I initiated a request early April. Because I made an error on the form, I withdrew and resubmitted. They never processed the form.What I have experienced is that they do not process the form until you call them for a status update. Then they say they will not complete processing for up to eight days, even if the form was submitted over a week prior to the client calling them.This seems to be a delay tactic and if I don't have my withdrawal by the end of next week, I am posting another complaint.

  Business Response

  Date: 05/11/2023

  To preserve the privacy and security of our customers, Athene will respond to the complainant's concerns directly.  Thank you.