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:03/28/2023

  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 belong to the *** pension that Athene took over. They owe me back pay for two months August and September of 2022. They have said the checks are in the mail several times. I have not received. Its been well over 10 business days. They have been giving me the runaround since last year. They keep closing my ticket saying that its been resolved. It hasnt been resolved. Please help!

  Business Response

  Date: 03/30/2023

  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 3/30/23.  A response will not be posted to this site.

• Initial Complaint

  Date:03/27/2023

  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 am an assistant for a financial advisor. Client is *******************************. Athene #AA10115246. This was a simple transfer from Athene (during a 30-day window) to ******************** #******T for a better interest rate. The rate hold is 45 days. The 45th day is today, 03/27/23. This annuity is an *** and client was taking Q ***'s. Only one *** had been processed this tax year. There were clear instructions on the transfer paperwork & a phone call was made (I spoke with **** on 03/06/23) to follow up with verbal instructions to send the balance of the *** prior to transfer to new company. The new company rec'd a transfer check on 03/17/23 and it was clear from the amount that the *** was not sent to client. The new company does not allow any penalty free distributions in the 1st year. New company was instructed to NOT cash check because Athene said they would reissue corrected check in 1-2 biz days (everyone has said this time frame) if we could confirm they would not attempt to cash check. Spoke with ***** on 03/20/23 regarding this. Called again 03/22/23 to check on status. Spoke with *****. She will research and call me back next a.m. ***** called mid morning on 03/23/23 and said it was done and new check has been sent via ****** Called new company early p.m. on 03/24/23 and they said no check rec'd. Spoke with ****** then senior rep *** on 03/24/23 as I am now being told that check has NOT been sent and might be sent on Monday. So, there is zero chance that it will be received prior to end of rate hold. Rates have since changed from 5.0% to 4.9%. After a lengthy call with ******** indicated the only acceptable solution is for someone there to make this happen by the end of the day. She indicated that she could email an undisclosed department (her only way of contacting them) and maybe someone will do it. It was not done. As of 03/27/23 Athene has confirmed it is NOT done and it "might" go out today. This will be too late to save the interest rate.

  Business Response

  Date: 03/28/2023

  Thank you for the opportunity to review and respond to our customers concerns.  To protect the contract owners privacy, we have mailed a written response directly to her by United States Postal Service.  A response will not be posted to this site.

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19857180
  
  I am rejecting this response because:  According to our client, this letter only states that a complaint has been made and they are researching the information.  Some additional information is also available...Athene had made mention numerous times that the vender they use for overnight mail is Federal Express.  The corrected check was finally mailed out on Monday, March 27th and was sent via **** Express.  This took two days to arrive.  ***** at Athene had no known reason why a different overnight service was used.  The good news is that ******************** as finally received the funds and has issued a policy for the interest rate of 5.0%.  Apparently they gave me an incorrect rate hold deadline.  It was in fact received on day 44 of a 45 day rate hold.  The client will advise us when any additional communication is received from Athene that addresses this complaint.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/11/2023

  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 her by United ********************* which was mailed on March 28, 2023.  A response will not be posted to this site.

  Business Response

  Date: 04/11/2023

  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 her by United ********************* which was mailed on March 28, 2023.  A response will not be posted to this site.
  

  
  

  Customer Answer

  Date: 04/14/2023

   
  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 ONLY because the check was received just in time to retain her interest rate.  One item that was left out of Athene's response was that someone from their office (*****) called me on March 23rd and told me the check was mailed overnight to ******************** when in fact it was NOT and would not be mailed for several more days.  That was the main reason for my complaint and it was NOT acknowledged in any way.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/23/2023

  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 mom passed away in April of 2022. My brother and I are the beneficiaries of her estate. I have contacted Athene a minimum of 10 times to try and resolve her estate (this is the only part left that has not been resolved). EVERY time I call they say "your packet will be sent and expect it to take 7 to 10 days to arrive" and it never gets here. Somehow I have no issue getting any other type of mail, so I can only assume that they are lying and really aren't sending anything at all.It is cruel to constantly have to relive this, and it's clear that they are doing everything in their power to keep the balance - basically steal from her estate.Unfortunately my mother's records were not complete, and Athene won't tell me the amount. I very much do not like having to rely on their word for what that amount truly is, because I have no reason to trust them at this point. I feel like, whatever I get back, it will not be the full amount.

  Business Response

  Date: 03/23/2023

  Tell us why 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: 03/23/2023

   
  Better Business Bureau:
  
  I will believe their response when they actually reach out to me AND resolve my case.  At this point I have no faith that they will do so in a fair manner, or that they will actually give me the full value of my claim
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 03/27/2023

  A call back is a good next step but I need resolution of this issue and that means full payment of the annuity, plus interest.  Additionally, I would like an accounting of the accounts activities from the date it was opened.  I request this because it has been almost a year that I have been trying to get a resolution from Athene and nothing has happened other than roadblocks and misinformation from Athene representatives.  At this point, I have zero trust that the amount you ultimately send will have any resemblance to what is actually in the account.  ********************** has consistently prevented me from collecting this annuity, choosing instead to hang on to what is not rightfully theirs.

  Business Response

  Date: 04/17/2023

  Hello, We mailed a written response to the complainant on 04/12/23. Please allow time for the postal delivery. Thank you. 

• Initial Complaint

  Date:03/14/2023

  Type:Order 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 husband and I bought an annuity from Athene on March 6, 2018. We were informed by our producer *********************** that the annuity may not earn any money, but it will never decrease. The annuity has not earned anything for the past 5 years. We decided to surrender the annuity March 14, 2023. We understood the early surrender fee but an additional $2,578.85 was taken out for a ******* Value Adjustment. As stated, we were told the value will never decrease. Our contract Number is AA10117469. We paid $50,000 for the annuity. We were given a $1,500 sign up bonus. As of March 6, 2023, the surrender value is $46,118.65. This was a ten- year contract. We spoke with **********, who did not give his last name. My husband and I want to receive the additional $2,578.85 that was taken out. We do not understand the explanation that was given, nor do we believe it.

  Business Response

  Date: 03/16/2023

  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 them by United States Postal Service.  A response will not be posted to this site.

• Initial Complaint

  Date:03/06/2023

  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 invested my money 16 years ago with Athene. I have been working to transfer my funds out of this company because I choose to invest the money in another form to actually make money on my money. I have made such small amounts of interest on my money in comparison to what they have made investing it. Through the course of my time with Athene, I was never allowed to add any money to my annuity(falsely advertised and promoted to be able to do so) and so it had to sit until the surrender was up, otherwise I would have lost a lot of my money. That being said. February 6 was my surrender. I filed for a transfer of funds to another company, I was told that this would take 14 business days. I have called weekly and have been given the run around on why it hasnt been taken care of yet. Today is March 6. I looking to miss out on a window of time opportunity based on their negligence to uphold their policy to surrender. I am very disturbed by this. My questions are, what are they doing with my money that they dont want to transfer it out? How is this right? I want this resolved now as to not miss out on my own gain with another company.

  Business Response

  Date: 03/14/2023

  Thank you for providing us the opportunity to review this matter.  To protect the privacy and financial security of our customers, we have reached out to the complainant directly and provided a response via US Mail.

  Customer Answer

  Date: 03/24/2023

   
  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:03/01/2023

  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.

  Athene is benefits administrator for my Mother's retirement pension plan. She passed away February 13, 2022. Athene sent me an incorrect tax form ****-R for the entire twelve months of 2022. Athene should mail me the corrected ****-R for only January and February 2022. I have been calling Athene *************) since January 27, 2023 asking for them to send me the corrected ****-R. They are not giving me the corrected ****-R and no explanation for the delay. Athene's ticket number for this complaint is *******.

  Business Response

  Date: 03/08/2023

  For privacy purposes, a response will be sent directly to the complainant.  

• Initial Complaint

  Date:02/13/2023

  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.

  In November of 2022 I have forwarded 3 POAs to Athene per their instructions. I have received no response to anything I have sent. I am dealing with a former ********************* Division Employee who is 83 years old & suffering from dementia. I cannot sign on to their online dashboard because they "do not recognize his SS# or DOB" but he gets pension checks from Northern *********** documents from Athene/Northern Trust. This man's affairs are in chaos & as POA I need information, he is also in failing health. He has children that have passed away. This company is almost criminal in their lack of communication. At this point my only option is legal action. Their customer service is a joke, there is no customer service. I did a regular mailing & 2 PDF's per their ************* *** have heard nothing. I am in fear this man will pass away before Athene helps *********** his whole estate into more chaos. Athene is without integrity in their efforts to help service clients of advanced years.

  Business Response

  Date: 02/14/2023

  Athene has contacted the complainant and will continue to work directly with her to address her concerns.  To protect the privacy and financial security of our customers, our response will be provided directly to the owner or their authorized representative by US Mail.

• Initial Complaint

  Date:02/13/2023

  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.

  Have been waiting on athene for over a year on an annuity that was part of an inheritance of my late mother's estate. These people seemingly have no conscience whatsoever especially when it comes to their customer service department who after waiting for 50 minutes to an hour and a half in each phone call, they have it down to a science their train puppets and customer service our experts and not answering anything directly or giving you anything of substance to go with. If I don't get results very quickly I will litigate. One doesn't have to do a ****** search or any other kind of search real long to realize that this is a pattern with this company. It's absolutely pathetic.

  Business Response

  Date: 02/15/2023

  We are unable to connect this communication to a contract owner and number.  As such, we reached out to **************** via email and phone but did not receive a response.  If the individual will return Athenes email and provide a contract number/owner name, we would be happy to research the matter and respond.  In the alternative, they can receive assistance by emailing **************************************************** or calling ************.  Thank you.

• Initial Complaint

  Date:02/06/2023

  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.

  Athene Annuity and Life Company Policy # ******AAI.I originally contacted Athene on October 7, 2022 to notify them of my mother's death and asked them what they needed in order to settle the claim. They said they will mail out a claim form to the beneficiary by Friday, October 21, 2022.No form was sent, so I called Athene again on December 1, 2022 and talked to *******. We emailed required documents to ************************************* They told me they would call back in **** business days. No call back.I called again on Dec 22, 2022. I was then told that I needed to provide a Court Appointed Executor document. I emailed them the document requested to settle the claim on 12/28/2022. Again, no response from them, so I sent another email to them on 1/3/2023 to get an update on the status of my claim. Again, no response. On 1/13/2023 I emailed them again to get an update on my claim. On 1/17/2023 I received an Annuity Claim Form Statement of Beneficiary to fill out and FAX to ************.On 1/19/2023 I FAXed them the Annuity Claim Form Statement of Beneficiary. On 1/31/2023 and daily since then, I email Athene to get a status update on my claim, with no response from them.Athene has deliberately stalled payment on this claim for 4 months by ignoring me, not contacting or returning my emails with an answer and everytime I get ahold of them, it's another form to fill out and return to them.An easy solution is to settle the claim and pay out to the beneficiaries, like the other insurance and financial agencies have already done.Athene's stall tactics and incompetence is childish and ridiculous! Unprofessional to say the least!

  Business Response

  Date: 02/21/2023

  In order to protect the privacy and financial security of our customers, Athene contacted the complainant directly.  We now consider this matter closed.

• Initial Complaint

  Date:01/12/2023

  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 been waiting since March 2022 on a request with JCPenney powerline and I was told Athene is handling this and no one has responded to my request. I also sent them a letter about a discrepancy in my pension payout. Ive called several times and talked to both Powerline and Athene with no response. The letter I sent in October was received without a response.

  Business Response

  Date: 01/17/2023

  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 will contact the individual separately to respond to any concerns..