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:09/01/2022

  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.

  I contacted Athene about a full surrender of my TSA. They sent me the paperwork and asked for a letter of separation from my previous employer from 17 years ago.I jumped through their hoops and got the form and emailed the paperwork to them. 10 days later they mailed me a rejection letter saying I hadnt sent the letter of separation and had no qualifying event. Being older than 59 1/2 is a qualifying event and they have my date of birth so they know my age. They also said the signature did not match what they had on file? I signed the form the exact way the addressed me in the letter they mailed to me.So I called them as asked for specific directions in filling out the forms. I was told that if I filled the paperwork out again and had my signature notarized it would be accepted. *********************************************** the mail stating the notary had not put a date on the document. This document has no place labeled for a notary seal nor does it have a date line but yet these are required on this form.I again called and talked to a supervisor (team lead) who was very insistent that a notary should know you put a date on their form. I resubmitted my form with the signature notarized and dated for the third time and am awaiting the results.I believe this is a standard practice with this company to try to make it as difficult as possible to withdraw your money. The letter responses all used the language If you still wish to proceed with your request . They are being difficult and trying to get you to give up and not withdraw your money. I am not giving up but am concerned how many elderly clients do because of this unethical behavior.

  Business Response

  Date: 09/01/2022

  Tell us 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: 09/01/2022

   
  Complaint: 17805526
  
  I am rejecting this response because:

  This looks liked the same standard reply that all complaints have received.  The professional approach to this email was not the way I was treated on the phone. If I receive the full surrender in a timely manner (after the third time of filling out the paperwork). I will gladly accept their response and withdraw my complaint.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/12/2022

  Tell us whAt 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.  

  A response was sent to the consumer on September 8, 2022. 

   

   

  Business Response

  Date: 09/13/2022

  Tell us whAt 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.  

  A response was sent to the consumer on September 8, 2022. 

   

• Initial Complaint

  Date:08/17/2022

  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.

  Im a financial advisor and my client has been trying to access funds with Athene as part of a **** regarding his ex-spouses JCPenney pension, which Athene now services.My client has been contacting Athene since 2019 and each time he calls, hes told they cant tell him the amount of his portion because its in review. This has been going on since 2019. You can imagine my clients frustration.He isnt asking for anything other than what the **** spelled out that he receive and he verified that Athene does have the **** on file and they deemed it valid. My client has the impression that Athene is giving him the run-around, hoping he will give up. The **** states that if my client passes before the ex-spouse, then all payments revert back to the ex-spouse. That is one reason why he wants to take his lump sum full surrender distribution, so he can make sure the money has his family members listed as beneficiaries assigned to it . However, as stated, Athene will not even give him the dollar amount or mail him the forms needed to make a request. All the information they give him is that his request is in review. Back in 4/2019 Athene said they were waiting for the ****, which later it was discovered they received and they deemed it legitimate. But, at that time they said theyd call my client back in 7 days to take the next step in getting him his money and they never called. Each week my client called. Each time he was told it was in review. He started calling 2x a week. Each time, the same answer, its in review and no other info could be given. They have promised to mail paperwork to my client, but nothing ever came. The last time he talked to a rep she told him this could take years. That is unacceptable to tell someone it could take years to get their funds. I wonder how many other people are experiencing the same issue with Athene?

  Business Response

  Date: 08/29/2022

  For confidentiality purposes, we are working directly with the consumer in response to this complaint.

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17726062
  
  I am rejecting this response because:   I spoke with an Athene compliance rep who stated she would contact me by the end of last week to get my client the proper paperwork needed to request his funds.   I never received the email or paperwork from her.    

  She did finally provide my client's contract number, which I was very appreciative of and thank her because my client has been trying since 2019 to get his account number and nobody could provide it.  So, for that we were very appreciative.   

  The next step was that she would send me the proper paperwork, and that never happened. 

  Thank you, BBB, for helping my client get resolution in gaining access to his funds.   We appreciate any help you can offer in getting the correct paperwork the first time.  What I don't want to happen is to submit incorrect paperwork and be told we need a different form.

  Again, thank you very much.

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

  Business Response

  Date: 08/30/2022

  Our response has been mailed directly to the owner.

• Initial Complaint

  Date:08/11/2022

  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.

  My mother passed away in June. We have been trying to settle her retirement fund. She retired from JCpenny and is getting retirement checks from Athene. We cannot get anyone to call ** back or give information on how to cash out her retirement. We know there is money there because the estate continues to receive a month check made out to her.

  Business Response

  Date: 08/19/2022

  Thank you for the opportunity to review and respond to the complainant's concerns.  In order to protect the contract owners privacy, we will be providing a written response to the executor by United States Postal Service.  We are currently researching the matter and will be mailing a response soon.  A response will not be posted to this site.  

• Initial Complaint

  Date:08/08/2022

  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.

  When Athene took over the pension checks for Drexel Heritage Furniture from Northern Trust within the last year we have had undo stress and worry on my parents that has not stopped even with the death of my father from Perihilar cholangiocarcinoma, which is a rare primary malignancy, originates from the epithelial cells of the bile duct. Usually invading the periductal tissues and the lymph nodes, perihilar cholangiocarcinoma is commonly diagnosed in the advanced stage of the disease and has a dismal prognosis. 1st they sent a letter informing him that Athene had acquired his pension check payment and he did not have a beneficiary upon his death. We mailed them a copy of Marriage Certificate, drivers license and social security card. Then they told us his wife was deceased. Now that he has passed away they have continually stalled the process of getting my mom any payment. He died on May 08th Mother's Day and I notified them on May 10th. They stated that they would mail out documents for her to fill out and return. Weeks starting passing and no documents was received. I called and they told me that they had a time limit on how long they could wait to mail them. I called 6 weeks later and they apologized and mailed them. We filled them out and returned them. A letter was received stating tax information was updated. Another letter came stating that the **9 was filled out incorrectly. I called to find out what was wrong with it and was told the social security number was wrong and they could not find the 2nd copy I made of the social security card, drivers license and Marriage Certificate. It has been another 4+ weeks and the social security number has not been corrected. They told me it was another departments responsibility to correct it manually. My dad received a check for **** and they immediately put a stop payment on it while I was on the phone with them. My mom has not received her check for ****, July, August and will not receive September until it is correct

  Business Response

  Date: 08/09/2022

  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: 08/09/2022

   
  Complaint: 17678245
  
  I am rejecting this response because: I am glad to work with Athene to resolve this issue, however I must reject this response until I receive more than just words. I want to see some action as in my mom receiving her overdue payments and receiving her monthly check. I believe the individuals that contacted me in response to the BBB complaint are very capable of fulfilling Athene's obligation to my deceased dad and widowed mom. Once payment is received I will gladly agree to ended this complaint.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/22/2022

  Tell us why here...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 responded directly to the individual separately ins response to any concerns..

  Business Response

  Date: 08/23/2022

  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 responded directly to the individual separately ins response to any concerns