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:01/05/2023

  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 a survivor pension from my late wife that begins to pay on 3/1/23. I have been trying to being the process for over 2 months now. I am not able to do it myself because I am the beneficiary, not the employee. They have opened 2 tickets so far to work on this but still nothing. I have commented on the latest ticket ******* to ask them a status and there is never a response. All I want is to know my options to collect this benefit and have it done for the stated date. Their website says to begin the process 120 days in advance, which I tried to do. We are 60 days away now and still no help from them.

  Business Response

  Date: 01/05/2023

  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..

  Customer Answer

  Date: 01/06/2023

   
  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: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.

  Hello, my name is *****************************. I am writing on behalf of my mother *****************************************, she is 89 and bedbound and lives with me and provide her care. i am her *** and her Healthcare *** although she is of sound mind. She has an annuity that she needs to close as she needs to go into long term care, not that this should make a difference to this company although i have let them know repeatedly. i help fill out the paper work for her and she signed it, and i sent it certified mall around November 21 2022. they did not ask for a notarized signature. They then sent the paperwork back asking for it to be notarized, i called a friend and she had someone come too our home and notarize it that NIGHT(attached). of course there was *********** to notarize the signature and it was done on a legal notary form used for when there is not a place for a notarized signature on a form) This was on 12/12/2022. I was told repeatedly on the phone(they really didn't want to talk to her/us because she couldn't remember her password from 20 years ago that it would ***********-8 business days- she also told them on the phone to talk to me about anything and i did provide the *** papers. It is not over a month later with several emails and phone calls telling me many different versions of what is going on in a generic sort of way since they are not allowed to tell me anything because the annuity is in her name.. This is her money and she needs it. How can they get away with not sending her much needed money. Can you please help us? My phone number is ************. Please help us resolve this matter. I have uploaded the relevant paperwork provided to them.Most sincerely,*****************************

  Business Response

  Date: 01/09/2023

  In order to protect the confidentiality of our customers, Athene has responded directly to the complainant by telephone and **** Mail.  Thank you for the opportunity to address our customer's concerns.

• Initial Complaint

  Date:10/27/2022

  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 have been trying to contact Athene for the past 10 days to withdraw my funds from their account before my November 6, 2022 anniversary date. I was trying to do this closer to my date but so I did not have to pay a penalty, but I cannot get through to the company by phone. I faxed information to the company on October 21 and have not heard back from them. I went into the account today to try to withdraw the funds but I could only withdraw the amount that is not penalized. I want my money to pay off my son's student loan. If I thought it was going to be this much trouble, I would have tried to get this money and paid the penalty.

  Business Response

  Date: 10/28/2022

  In order to protect the privacy and security of our customers, Athene has reached out directly to the consumer and is working toward a solution of her concerns.

• Initial Complaint

  Date:10/10/2022

  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.

  Aug. 17: I sent a $250K bank ck. to Athene for a 5 yr. fixed annuity. They cashed the ck. immediately thereafter.Sept. 20: After over a month delay resulting in no contract I called to have money returned. Sept 28: Called to determine if refund sent....no....in process. I was told it takes 5-7 business days.Oct. 10: Called to determine if refund sent....no...still in process.I am suspecting gross incompetence, negligence or fraud. I have relinquished use of retirement funds for almost 2 months without any compensation or even substantive answers. The last I spoke, *****, said he was not authorized to discuss details with me even though it is my money.Please see what you can do for me...ref #**********.Regards, *******************

  Business Response

  Date: 10/24/2022

  In order to safeguard the private information belonging to Athene customers, we have contacted the consumer directly.

• Initial Complaint

  Date:10/04/2022

  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.

  Athene misspelled my name, and they are unwilling to make the correction to their mistake. They now claim they never heard of me, and I have no contract on file. They have a ton of my money, and never respond to my requests for help. Are they a scam operation? I keep providing the info they ask for, but then they deny they received it. This is scary, as I am 75 and not the picture of health.

  Business Response

  Date: 10/07/2022

  Good afternoon,

  To protect the client's privacy, we have mailed a response directly to the owner's address today.

  Thank you,

  *************************, Compliance Analyst

• Initial Complaint

  Date:09/21/2022

  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 cancelled this account over a year ago, but they are still taking money directly from my bank account without authorization. Because I cancelled the account, I cannot login to their site. So far they have taken *********. Now I am on the phone with the bank and they want money to stop the payments each month - This is so wrong.

  Business Response

  Date: 10/03/2022

  See attached response to ********************'s concerns.

• Initial Complaint

  Date:09/20/2022

  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 am attempting to get an update from Athene regarding the online withdrawal request I placed on 9/13/22. Athene's written policy (published on their website) regarding this: "Withdrawals submitted using My Athene or requested over the phone are processed in 12 business days. Normal processing for a mailed withdrawal request form is 710 business days (additional time may be required)."I checked the status of the request the following day, as I have had an issue with them processing requests in the past (July 2022), and after being on hold for about an hour, I spoke to a rep who, when I asked why they were not honoring their own written policy (on a recorded call), "yeah, that's not correct". She then stated she could see the request had been sent over to their ********************** and stated the *** would take place if not by EOB today (9/15), then for sure by EOB tomorrow (9/16). I asked why she was able to see the request and I, as the client, could not. She informed me that their website was terrible and never up-to-date.It is now Monday, 9/19-no funds, no record of the transaction on my portal when I log in, and I a currently on hold and have been for an HOUR, to reach a rep. I spoke to *** today, who informed me that it is 4-5 business days to process the request. She stated that this does not include the day the client places the request. I asked why a simple *** request takes so long to go through their approval process (why I need approval to access my own funds is still a nit of a mystery to me...) -she simply kept telling me that this was their policy. I stated that this request has been on someone's to-do list in the ********************** since Tuesday, and let her know about the conversation I had last week where I was told that the funds would be placed in my account by EOB 9/15 and latest EOB 9/16. She told me I had been misinformed and that they would pull the call and coach that rep. I am fed up with this organization's lies.

  Business Response

  Date: 09/28/2022

  We mailed a response directly to the owner's address on September 27, 2022, and we will correspond directly with the owner out of privacy.

  Customer Answer

  Date: 09/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. However, someone in the ************** finally mustered up the work ethic to hit a button to initiate the transfer I requested some time ago. While Athene is grossly out of compliance with their own stated, public timeline for completing online disbursements, they do continue to appear confident that their * on the end of their mountain of fine print absolves them of any ethical violation on their part. Case can be closed, thank you BBB.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/16/2022

  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 have been trying to get a payout from Athene since my mothers death in April 2022. I have been working with TIAA CREF to transfer the funds and they do this sort of thing all the time. Yet, Athene has been giving them the runaround over paperwork that they say they cant provide. Now I have received a notice from Athene that if I dont complete the transfer in the next month, I will forfeit the money to them. This seems very shady to me and seeing that I am not alone in this makes me wonder if this is purposeful. I would appreciate if the BBB would work with me to get a resolution to my complaint. I will not be satisfied with the patent response that Athene is working with me privately. Ive tried that route.

  Business Response

  Date: 09/23/2022

  For privacy purposes, the company response will be sent directly to the consumer.

• Initial Complaint

  Date:09/12/2022

  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 have an annuity with this company. I am trying to retire and roll it into my retirement plan which should be a simple event. I have worked with them for a month to try and help me. I am trying to roll it over from them into Teacher Retirement System of *****. They are refusing to fill out a one minute form for TRS, the receiving company. They keep giving me the run around about filling in the form. TRS cannot accept the rollover until they send that form that tells them how much and what type of 403B it is and giving permission for the rollover. Please help me.

  Business Response

  Date: 09/16/2022

  Thank you for the opportunity to review and respond to our customers concerns.  Athene is required to maintain physical, electronic and procedural safeguards in compliance with applicable laws and regulations to guard our customers personal and non-public information.  Therefore, a response was mailed directly to **************** at her address of record.  

• Initial Complaint

  Date:09/01/2022

  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 requested via a conference call with an Athene representative & my Fidelity Guarantee (F&G) Life fiduciary agent to close the Athene account to have the amount $81,095.84 transferred into an account with F&G Life on my behalf on 6/92022. Athene issued a check out to me for the full amount. F&G could not deposit the check into my F&G account because it was made out to me, although I signed it requesting it be directly deposited into my F&G account. Since it was not accepted, I had to go back & request that Athene cancel the check and reissue it specifically for my account with F&G. Instead Athene requested information from F&G and when Athene received the information, Athene denied the information on more than 1 occasion stating that it was not legible & that a medallion was missing. They continued to delay the transfer process or correct the check for 2 months ************ F&G called Athene with me on the phone several times to find out the status only to be consistently misinformed by Athene about the process. When we called Athene again for the 5th or more time, and after submitting the information twice that Athene requested, finally August 31st we spoke again with a different Athene representative, they informed us that the process was in review (again)! I complained that this has been going on since the end of June and now they had reduced the amount from $81,095.84 to $80,150.80 claiming current market value instead of the amount that was sent when initially requested in June. My complaint is that this process has continued to be delayed by Athene June-August when the amount was $81,095.84. They have beneficially reduced my account from my 12/2017 initial investment of $85,080.47 to the $81,095.84 when transfer was requested 6/2022, made known and requested check to be reissued for the transfer, to now what they are claiming a current market value of $80,150.80 (an additonal reduction of $1,000). Need to report unethical behavior to *********

  Business Response

  Date: 09/22/2022

  We have been in direct contact with the complainant.  To safeguard the privacy of our customers, no information regarding annuity contracts or contract owners will be shared with the BBB.  Thank you for your understanding.