Complaints
This profile includes complaints for Mutual of Omaha's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 216 total complaints in the last 3 years.
- 69 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:12/07/2024
Type: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 desired outcome is for Mutual of Omaha (MoO) to honor my wife and my distribution of benefits request...granting us the $3,901.25 still owed.
- On October 1, I submitted a distribution of benefits request to MoO for the amount of $33,913. My wife submitted her own request that same day for the amount of $5,577, for a total of $39,490 requested.
- Prior to submitting these two requests, I had confirmed (and reconfirmed) with MoO that distributions would be funded from employee deferrals only (we would receive the full amount requested...and there would be no money withheld for taxes or penalties).
- On 10/10/24, we received 2 deposits to our checking account from MoO: $27,584.29 and $4,835.64 for a total of $32,419.93 requested ($7,070.07 less than the original requests).
- I reached out to MoO, and was told that the request had been processed on a "pro rata" basis, and that it was no longer policy to issue distributions funded solely from employee deferrals. $7,070.07 was therefore being withheld.
- I complained to MoO that this had not been communicated with us prior to our distribution request, and that our family still needed the funds requested. I also showed them screenshots of our MoO web portal showing that the distributions had been coded with "employee Roth deferrals" as the funding source (not "pro rata").
- On 11/26/24, we received 2 additional deposits to our checking account from MoO: $2,716.02 and $452.80--bringing the cumulative total disbursed up to $35,588.75 (still $3,901.25 less than the original requests).
It is my understanding MoO's internal systems "do not allow for deferrals only to be withdrawn despite a participant’s request to pull from deferrals only." We don't have a problem with that. Our problem is that MoO told us on the front end that this WAS possible. This expectation formed the basis for all decisions that followed and I don't believe it is right we lose $3,901.25--which our family needs--for MoO's miscommunication.
Business Response
Date: 12/30/2024
Complete Response
we will follow up by mail
Initial Complaint
Date:12/06/2024
Type: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 am being harassed by this company. They continue to mail correspondence that I did not ask for. There is a opt-out number in the letter but the number ask for my social security number. That is not a good thing and I did not give them permission to collect any of my information.
The complaint took in the dictation of BBB rep **** PBusiness Response
Date: 12/20/2024
Please attachedour December 20, 2024 email was received and referred to me for my review and response. I would
like to thank you for the opportunity to respond on behalf of Mutual of Omaha Insurance Company.
We have placed C***** A***ey on our DO NOT CONTACT LIST. Please allow up to 90 days forInitial Complaint
Date:11/14/2024
Type: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.
Mutual Of Omaha selected as mortgage lender based on what ended up being false pricing. Agent made errors resulting in increased costs, made commitments to getting issues rectified both verbally and in writing, was assured it would be, then was late sending documents to closing attorney's office and when we were all at the table waiting came in with an additional $5,600 fee. Additional error was made forgetting to "lock in" rate when requested, to resolve, agent wrote letter promising free refinancing forever in order to have a resolution that he would be able to pull off and still close on time as he was aware were living in hotel...even though the additional rate would be an additional cost to me at the time, I deemed that resolution satisfactory for the rate issue. Agent promised to work out the issue personally to take care of the $5,600 extra bill in order to keep him out of trouble but after several follow ups has not returned any calls/emails. Have prioritized trying to get issue resolved with the company first, but have not gotten a response since closing day from agent. Have records/correspondence via text and email from agent's company email. Giving this a try to get some attention prior to escalating further - I do believe this to be intentionally fraudulent on behalf of the agent. Close date was on 10/31/24. In addition to written documentation, have Real Estate agent and Closing attorney willing to discuss/testify as to conversations they overheard on closing date in regards to proposed resolution as call was on speakerphone as well. Mutual of Omaha agent NMLS#*******.Business Response
Date: 11/26/2024
Mutual of Omaha
Mortgage, Inc. (“Mutual”) received your complaint and completed its
investigation. In your complaint you allege that Mutual provided false
pricing and that your loan officer made errors that resulted in increased
costs. You specifically reference an additional $5,600 that was assessed
at closing and claim that the loan officer forgot to lock in your rate when
requested.
After
discussing your financing options with Mutual loan officer ****** ****** you
submitted an application on September 11, 2024 for a conventional 30-year fixed
rate purchase loan with a loan amount of $550,000. You indicated to your
loan officer that you wanted to float the rate to see if the Federal Reserve
lowered rates. On October 25, 2024, Mutual locked your rate at the then
available pricing of 6.125%. The closing disclosure issued on October 28,
2024 correctly disclosed the 6.125% interest rate. At this point, you
notified your loan officer of your dissatisfaction with the rate and he agreed
to contact management to determine if they would be willing to cover any of the
points required to reduce your rate to retain your future business.
Management offered to cover the closing costs of a future refinance transaction
with Mutual should rates move downward after the closing of your loan
transaction. This was done purely a gesture of goodwill and was in no
way an admission of wrongdoing regarding the origination or pricing of your
loan. Since Mutual did not detect any issues with the origination or
pricing of your loan, it declined to cover the points associated with your
loan.
On October 29,
2024, you decided to pay the necessary points to decrease your interest rate
from 6.125% to 5.99% and Mutual issued a revised Closing Disclosure disclosing
the desired 5.99% rate and charging $5,808 in points required for the rate
reduction. A final Closing Disclosure was issued on October 31,
2024. Both disclosures contained the $5,808 fee for loan points and were
dated and signed by you. Your loan successfully closed upon the agreed
upon terms on October 31, 2024. Mutual’s investigation finds that your
interest rate and loan points were accurately calculated using its Optimal Blue
pricing engine. Mutual did not uncover any evidence that you requested
your rate to be locked prior to October 25, 2024 or that the loan officer made
any errors resulting in increased costs. The $5,808 fee to reduce your
rate was accurately and properly disclosed through the October 29 and October
31 Closing Disclosures. As indicated above, Mutual has agreed to cover
the costs of a refinance loan should rates drop in the future. We are
sorry to learn of your frustration with the loan process and hopes this
response resolves your complaint to your satisfaction.Initial Complaint
Date:10/28/2024
Type: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.
For some reason, this company has begun mailing unwanted junkmail solicitations to my now FIVE YEAR DECEASED mother-in-law at my address.Business Response
Date: 10/29/2024
Please see attachedYour October 29, 2024 email was received and referred to me for my review and response. I would
like to thank you for the opportunity to respond on behalf of Mutual of Omaha Insurance Company.
We have added this address to our DO NOT MAIL list. Please allow up to 90 days for the change to
fully take effect.Customer Answer
Date: 11/01/2024
Complaint: ********
I am rejecting this response because: Another lie from these lowlifes.&n**p; They've said this TWICE before, it's been TWO YEARS now and the garbage continues. More and more ** excuses and they keep saying longer.****** ******* will file complaints EVERY TIME I RECEIVE JUNK FROM THEM
Sincerely,
***** **********Initial Complaint
Date:10/02/2024
Type: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 the mother/owner of policy ********* got sick and ended up in the hospital in November/December 2023. I did not realize payments to the above listed policy was not coming out of my account. The policy lapsed. I have applied for reinstatement for this policy several times. The reinstatement continues to get declined for health reasons that were present prior to getting the policy back in 2020. The insurance denied reinstatement due to a medication that was last taken back in 2020/metformin. The medicine was given for weight loss assistance and not because of diabetes. The insurance company is ignoring the fact that this was already listed on her file prior to getting the original policy. Also, the million report also shows anxiety/depression on her history report. They are denying reinstatement for those as well even though those conditions were listed prior to getting the original policy. The last time she was seen or took medicine for anxiety was 01/2024. She only tried a few pills and did not like the medicine. She is currently not under a doctors care for depression or anxiety or on medicine. Their reasons for denying reinstatement are ridiculous considering her history already reflected this.Business Response
Date: 10/14/2024
Request for extensionBusiness Response
Date: 11/06/2024
Complete ResponseCustomer Answer
Date: 11/12/2024
Complaint: ********
I am rejecting this response because:I advised the agent that the child was seeing a therapist and has mixed anxiety. I also advised she was seeing weight management specialist at the time. I was advised by Agent ***** that it was not necessary to put on application. I did not lie or mislead the company. Please probate recording or proof that I lied or did not provide that information. If the underwriting was done correctly, this would not be an issue. Please reinstate policy.
Sincerely,
******** *******Initial Complaint
Date:10/02/2024
Type: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 being overwhelmed with constant advertisement mail. I have tried to opt out online but have been unsuccessful. Please stop sending me mail. I don’t have funds to buy more policies.Business Response
Date: 10/03/2024
Please see attachedCustomer Answer
Date: 10/03/2024
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:09/16/2024
Type: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 purchased accidental insurance from them and I filed a claim back in July of 2024. I have tried to contact them via phone and email to find out where my claim stands and I am unable to get that information. The claim remains unpaid at this time. *** ***** ** *** ******** ***** ** ** ******* ******* ** ****** ***** ******** ** ** ***********Business Response
Date: 09/16/2024
Complete ResponseInitial Complaint
Date:09/07/2024
Type: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’m the POA for my aunt, ******* ***** located at *** **** **** **. Christiansburg, VA 24073. I have contacted you previously and shared this information. I have also requested she be removed from your mailing list. Today, I received mail that appears Dorothy requested. Again, she has a medically documented memory impairment and I do NOT want her receiving any mailings from Mutual of Omaha, requested or otherwise. What does it take for you to stop sending solicitations?Business Response
Date: 09/10/2024
Complete ResponseCustomer Answer
Date: 09/10/2024
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.
Please be sure no more mail is sent going forward.
Sincerely,
*** ********Initial Complaint
Date:08/14/2024
Type: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 signed up for health insurance through the mail with Mutual of Omaha, and arranged automatic payments through my bank sometime in 2021 or 2022 until March or April 2024. Each time I phoned their office to ask about my policy, I was told that I did not have a policy. I also contacted them by email to stop taking money from my account yet the company did not stop and I had a few NSFs fees from my credit union. At one point, I thought I was being scammed because each representative said I had no such policy. I just want my money back.Business Response
Date: 08/19/2024
Complete ResponseCustomer Answer
Date: 09/04/2024
Complaint: ********
I am rejecting this response because:I want a refund of all money paid to them for coverage. It was a whole life policy and should have some cash value. My bank account was overdrawn several times even after I messaged them to stop taking out auto payments but they didn’t stop. When I called or emailed them, I was told I didn’t have a policy, or they brought up policies I had for my kids for many, many years ago.
The entire time I had this policy, I thought fraud was occurring because they couldn’t find my policy number even using my social security number or date of birth. What company does that to their customers? I was considering a lawsuit to recoup all money paid to them for this policy, which is why I wanted to contact your offices first. This is negligence on their part and the way they have handled my account has triggered my anxiety for months. Not being able to even update my mailing address at a minimum has been so stressful to me, which is why I tried to stop the payments by phone and email for a few months, only to be told I had no policy. After trying to stop several automatic payments ( for which I was charged) still no one even attempted to contact me. It wasn’t until your intervention that any contact had actually occurred.I am extremely upset by all this, and would like a refund of all money paid to this company that failed in their fiduciary duty to me as a paying customer.****** ******
Sincerely,
****** ******Business Response
Date: 09/13/2024
Complete responseCustomer Answer
Date: 09/16/2024
Let this business know that I am taking them to small claims court for their lack of professionalism, for the anxiety they have caused me and to recover the money they have taken from me, in addition to the money I was charged to stop payment and the associated overdraft fees. This company has incompetent and poorly-trained staff. Do not close my case.Initial Complaint
Date:08/06/2024
Type: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.
Last 3 months I called Mutual of Omaha concerning my cancer policy which I have had for over 9 years asking for a copy of my policy benefits. Policy # *********. They promise to send me a copy to my PO Box ***; but never did.Business Response
Date: 08/21/2024
Dear Ms. *****:
Your August 18, 2024, email was received and referred to me for my additional review and response.
I would like to thank you for the opportunity to respond on behalf of United of Omaha Life Insurance.
We have issued a response directly to Mr. ******. Please allow time for mailing and receipt of our
letters of explanation dated August 9, 2024, and August 21, 2024 regarding the inquiry.
Sincerely,
***** ******
Regulatory Issues Analyst
Compliance and EthicsCustomer Answer
Date: 08/22/2024
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,
****** * ******
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