Complaints

This profile includes complaints for The Prudential Insurance Company of America's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  The Prudential Insurance Company of America

  213 Washington St Newark, NJ 07102-2917

• 

  The Prudential Insurance Company of America

  80 Livingston Avenue Roseland, NJ 07068

• 

  The Prudential Insurance Company of America

  One Tower Center 16th Flr,100 Naricon Place East Brunswick, NJ 08816

• 

  The Prudential Insurance Company of America

  3125 Emmons Avenue Brooklyn, NY 11235

• 

  The Prudential Insurance Company of America

  7029 Pearl Rd. Middleburg Hts., OH 44130

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:10/02/2023

  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 father passed away on September 23, 2023. Prudential has been the most confusing and difficult life insurance company for ** during this profound experience. They have provided zero support. We have made literally a dozen phone calls and have been on hold for hours at a time. Their egregious service is deplorable. I would request a supervisor call me so that my family can process our claim and never do business with you again.

  Business Response

  Date: 10/04/2023

   Please be advised that the complainant did not provide the name of the policyowner/insured or the policy number in question.  As such, we will not be able to address any concerns until that information is provided.  Kindly resubmit at your earliest convenience. 

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 last few years the process was way easier. Way easier. This year it was a mess. First. Is it cheaper to go month to month? Your staff didnt have a clue. Second, your roundabout phone system made mistakes when I spoke. Third, I got transferred several times. Fourth. I waited almost 1/2 hr before I finally got my stuff done. Fifth. Their speaker had all kinds of static. I couldnt hear. Sixth. They couldnt hear me. It was never this bad in the past. Fix the staffing and phone lines. Please dont call me. Also let me know if its cheaper to pay month to month

• Initial Complaint

  Date:09/08/2023

  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.

  I filed a claim for short term disability through my work because I had an emergency C-section and I was approved for eight weeks paid time off. Prudential mailed my first check to my old address so I went online and updated my address. I received the next two checks in the mail at my current address. I called Prudential to have my checks direct deposited instead of mailed to my house because they were taking six business days to get to me and I have bills to pay. that was on 23 August. It is now September 8th and I have yet to receive a payment. three checks are still owed to me. i’ve already returned back to work. yesterday September 7 I called Prudential to find out what was going on because nothing was pending in my checking account and I still have yet to receive a check in the mail thinking maybe they mailed it out. come to find out they did mail it out and they mailed it out to the wrong address. I just received an email stating they resent the checks to the correct address. yesterday when I called I told them on the 23rd I had requested direct deposit and that their phone calls are recorded so they can go back and listen to them, I did not change my address I only requested direct deposit. Now I have fees for late rent late car payment. My cell phone has been turned off. The last payment I received was from August 11. I relied on this money being prompt as I’m just an ordinary worker, trying to make a living, now it’s affecting my credit and my relationships with my bank, landlord, and my ability to put food on my table and gas in my car

  Customer Answer

  Date: 09/14/2023

  
  
  Complaint: ********
   
  
  I am rejecting this response because:
  the payments were from 7/9/23, 8/20/23, and 8/26/23. i Finally received them 9/12/23. After getting a 3 day notice on my house and $595 in fees due to this company not sending my disability payment when they were supposed to. There was ABSOLUTELY no reason my checks should have been mailed out to an old address and not direct deposited into my account. it is disgusting how a billion dollar company can treat people this way. i relied on those payments and they just took their time with it like it was no big deal.
  
  
  
  
  
  Regards,
  
  
  ****** *******

• Initial Complaint

  Date:08/31/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 former name is ***********************. They have been taking money out my account since **** and I thought I had $5000.00. What made me aware of all of this is when they took $194.00 and that money was returned. So, when they dropped the insurance on me I want the money that they have been taking for all of those years. They say I have other policies but I do not have any numbers so they will not give me any information. This is really a mixed up deal. I would like my money back.

• Initial Complaint

  Date:08/28/2023

  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.

  In February of 2023: I became the Executor of my brother-in-law's estate executor.
  April: Resolved open life insurance policy with Prudential ("P"). Minimal issues.
  Late May: my sibling got paperwork for a pension account from P.
  
  June: I call P and am told that I cannot use the prior death cert or short cert for proof filed with life insurance. I must send new ones. Otherwise they cannot talk to me about beneficiaries or quantity.
  I gather the proof and details and beneficiary info and fax it.
  
  July: Two weeks later, I call to follow up. The fax was lost.
  A P rep told me the 401K account didn't exist. Disconnected. I called back, explained, and asked why they sent me forms if there's no account. P said there was an account but that it was an Empower account. The rep said she'd figure out my next steps and call me back. She did not call.
  I faxed again. I sent the wrong notarization page (that's on me). I only found out they didn't have what they needed because I called a week later to check. P confirmed the account existed. I asked for the value. They said I first had to prove who I was before they could tell me that.
  
  August: I fax again. This time, the content was right but the death cert didn't go through due to a fax error. P says they can't talk to me until I send ANOTHER death cert by fax.
  I fax the new death cert. I call to confirm they received it. For the 1st time, P tells me they can't share this info with me unless I fax them a written request.
  I fax the new written request. I call next day to check that they received it.
  I am disconnected in transfers 4 times.
  Today, P tells me it will take approx. 10 business days to email me. They can't tell me on the phone.
  
  This is a basic request to satisfy state requirements for a Date of Death valuation. I will be in violation of state requirements for ONLY sending 5 faxes, $60.00 of death certificates, $30.00 of notarized documents, and 6.5 hours on the phone over 3 months.
  
  Complaint: Share the info now.

  Customer Answer

  Date: 09/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  ***** *******

• Initial Complaint

  Date:08/11/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 father passed of natural causes in June 2023. My mother is the sole beneficiary of a Prudential policy BC ***********. She/we filed the initial claim C-*********** both online and over the phone within a week of his passing. Received paperwork electronically almost immediately and submitted it online immediately. This included direct deposit information to my mothers bank account. Received confirmation email immediately. Waited a week and called customer service. Got the run around and eventually response that it was approved but no one had looked at it in 2 weeks. The rep ***** sure why. The rep got a supervisor on the phone who confirmed my mothers bank info and stated it would be expedited & wired within 3-5 days.Nothing.Called again the next week. Same response, it will be expedited in 3-5 days.Nothing.Called again today. Same response, it will be 3-5 days.My mother hung up and then called to draw money out of her *** so she could pay for my fathers funeral which is past due incurring draw down fees and tax consequences.We may never see $ from Prudential as 3-5 days seems to just be a delay to avoid paying. My father is rolling over in his grave I am sure and I can tell you none of his surviving family will be taking out any policies with Prudential.

• Initial Complaint

  Date:08/10/2023

  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.

  8/10/2023 Policy # ********** On July 7th I called Prud. regarding what my $$ *** would be on a claim for a $25k life policy. Policy was reduced to $10k due to class action situation that I accepted. When ask what the value was now I was told after 3 phone calls, & 3 different agents that my policy claim would be worth only $888.00 which I didn't understand why so low. However each of the 3 agents told me I could surrender my policy for at total amount of $4,000. So of course I surrendered the policy over the phone on July 7th., and was given a confirmation #. After about a week I called Prud. to see where my check was in the processing, to my surprise it wasn't being processed cause I didn't fill out a Surrendering Request form. (which I was never told to do, I thought the confirmation # was all I needed). So on July 20th, I faxed to Prud. the necessary forms to start process. On the July 28th, I once again call Prud. to see when I will receive payment. I was told it would be sent overnight on the 28th. So far no check. I called Prud. and asked where the overnight check was. Told me it went out regular mail instead. Management then got on phone and told me they could void check that I'm waiting for & process a new check & expedite the process & overnight it me. I was also told it would take 3-5 days again to process then sent. This is when I lost my cool. So now with weekend approaching, 3-5 days might be somewhere in the middle of next week & then overnight it. H*** no was my response, if I didn't receive check by today, 10th day of July, I would be putting a complaint to BBB. Now to really **** me off, during all this back and forth with ****. I get a letter stating that $$ value of claim on policy is somewhere in the $10,000 range. Why was I told claim only worth $888?You know if I owed them money they would want it by due date if not then late fee would be added. Now that I want my money they seem to not know what the they are doing.

• Initial Complaint

  Date:06/23/2023

  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.

  My Cigna 401K has been managed by your company and I have been trying to process a hardship Withdrawal over two months. The agents a rude and very unprofessional. They show no empathy for my situation. I have been requesting a hardship Withdrawal for an eviction since 4-14-23 and each time I submit what these processors require then its unsuccessful. The processor is requesting forms or information that I am not able to obtain. All of the court documents with the same case number and now I am being asked to verify my address. My Summons and Complaint along with the default judgment have the same case #. I will never use your company long as I have air in my lungs. I have until July 5th to prevent eviction.

• Initial Complaint

  Date:06/21/2023

  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.

  Prudential has my mother listed by her first name, maiden name initial, and last name. Also by first name, middle name initial, and last name. When checks are issued with middle name initial, that is not her legal name, although it is actually her real name. Our family is asked to provide proof of a name change by Prudential. Her name was never changed. Finally we got everything straightened out - this all started in Nov. 2022. Numerous calls lasting cumulative hours had to be made. It took a supervisor to solve the matter. The most recent check arrived with the incorrect typed name on it after all that trouble, and Prudential told us to deal with their transfer agent ourselves. (Computer Share).

  Business Response

  Date: 06/29/2023

  Thank you for directing this correspondence to our attention.  Based upon our review, we determined that the correspondence contains a complaint allegation that would be addressed by a separate area.  As such, the matter was redirected to the *********** Services area for handling.  A response was sent to the customer earlier today.   

  
  

  Customer Answer

  Date: 06/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:06/14/2023

  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.

  On Jan 3 2023 I had a surgery it cost $2900.00 out of my pocket. I applied for a hardship withdraw out of my 401k. It's only $600.00. I have given them all the information they have requested, 22 different documents, they have lost my files ,hung up on me, told me exactly what I need to qualify ,then deny me. Been on 3rd party calls with health care provider, and insurance company Aetna. They have given me a determination without reviewing files. I have been doing this for over 5 months and they have made my hardship withdraw even harder. I feel at this point they are giving me the run around because they don't want to pay.They told me the withdraw does not qualify with IRS and they that I have not given them sufficient info.Funny thing is I took a hardship withdraw in 2022 with the same insurance company and same surgery center.And I was approved in 2 months. I feel I am not being treated fairly and been shoved to the side and lied to. Please help me with this complaint and try to resolve this. Thank You ******* * ****

  Customer Answer

  Date: 06/27/2023

  Just got an email that my withdrawal has been processed, after5 months and a call to BBB.Thank You