Business Profile

Retirement Planning Services

Lincoln National Corporation

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Lincoln National Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

186 total complaints in the last 3 years.
83 complaints closed in the last 12 months.

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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:09/21/2023
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.
I have leg surgery on 7/18/23 which lead me to file short term disability through Lincoln Financial. Which is supplied through my employer Enhance Technologies. I filed the original claim on 7/18/23 claim # *** *** ****. That is the date they also received documentation from the ************** Surgeons office Dr. *******. My first payment was on 8/1/23 and then 8/17/23. Before I gotten the second payment on 8/17/23 the system was saying my approval was through 8/18/23. Which means that they should have already had their documents sent out to the Physicians office so that there wouldn't be a lapse in payments. However, when it was time for my third payment there was NOTHING. I called and they stated they were still waiting on records from ********************** office which his office they sent out on 8/21/23. However, they never sent anything to his office they sent them to my primary care's office which has nothing to do with this. They did this 5x!!! 5x it went to the wrong office!!! They were told multiple times this does not go there it goes to the same office whom sent you paperwork in the beginning of the claim. Then the case manager contacted me first week of September and she was also told. They finally get them to the write office and now they sent over a request for records on 8/1/23 which is a date she was not seen on. When they should have stated "We are needing records from 8/18/23 - current or whatever date" they did not do that. So now the surgeons office is confused as to what they want. I relay the message to *****. Now ***** is asking for a different provider info, I explained multiple times the provider is *******. That is the only person you should be reaching out to, They can't get this right to send a singe fax requesting records from one date through another and I have bills that are getting behind because the are not comprehending their jobs.
Business Response
Date: 10/09/2023
Thank you for notifying us of **************** concerns. Due to privacy laws, Lincoln Financial cannot provide you with any policy information pertaining to **************** claim. Claims Manager, ******************************* attempted to reach out to ************ on 10/3/2023. Benefits payment has been released, however, if ************ has further issues she can reach out directly to the Claims Manager, ******************************* at **********************.
Thank you,
Lincoln Financial Group
Initial Complaint
Date:09/01/2023
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.
I retired back in April, 2023, and I am missing nearly $400,000 in assets. Nobody at Lincoln can answer my questions or tell me where my money is. I am told someone will call back within 24 hours, and nobody does. I have spent hours and hours on this with my financial advisor, and we are at a dead end. I have also been charged about $10,000 in loan interest from an old 401k loan that makes no sense to me, and I insist on getting an accounting of that. We have filed complaints with ********** securities regulators, but I am not waiting on a response from them before I complain every place possible.
Business Response
Date: 09/25/2023
September 25, 2023
Dear *** *******,
I am writing in response to your email dated September 1, 2023 addressed to ****** ********, Lincoln National Corporation (“Lincoln”), regarding the above-referenced Complaint ID Number.
Due to privacy laws, we cannot provide you with any information regarding the complaint that ******** ********* filed. Accordingly, we will respond directly to ******** *********
regarding this matter.
Thank you for bringing this matter to our attention. If you have any questions or should you need any additional information regarding this matter, please feel free to contact me.
Respectfully,
Customer Answer
Date: 10/02/2023
[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:08/30/2023
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 mother died in April, I filed for my portion of the death benefit from her annuity in May, they never replied despite multiple emails I got zero response. I called them in August, and they said there was an error in the form I had sent and I should re-apply via an online form which I did immediately. It's now the end of August, and I still have not received my benefit, nor have I ever received any written communication from Lincoln Financial at all.
Business Response
Date: 09/18/2023
September 18, 2023
Dear *** *******:
I am writing in response to the September 1, 2023 and September 18, 2023 emails to Lincoln regarding the above-referenced Case Number. Privacy laws limit the amount of information we can provide you regarding this matter. Accordingly, Lincoln responded to *** ******* directly regarding this matter to address the concerns.
Thank you for bringing this matter to the Lincoln’s attention. If you have any questions, please feel welcome to contact me.
Regards,
Initial Complaint
Date:08/23/2023
Type:Customer Service 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, I am reaching out regarding the experience I have had with your company. My spouse just passed away and filing a life claim has been a nightmare. I have not yet been able to file a claim. I have been given the runaround, I have been denied a supervisor, etc. Please contact me as soon as possible. Thank you.
Business Response
Date: 08/30/2023
Please be advised that privacy laws limit the amount of information that we can disclose.

Upon receipt of your inquiry, Life Claims Examiner, *************************** reached out to ******************** to give her a status of her claim and next steps in the claim process.

Thank you for contacting us.
Initial Complaint
Date:08/23/2023
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.
Policy number for my Term life policy is ********** *********************. This is the 2nd time their customer service department has misapplied my online check payment. Each time it has taken them weeks to fix the issue. This time is worse. My policy has not lapsed and is indeed current but their people can't seem to properly update their systems. I made my most recent check payment via a phone payment for June 2023 and July 2023 premium in the amount of $130.28 with a customer service agent at the 18004871485 number. Lincoln Financial drafted the money from my account 1 or 2 days later but they did not update the payment in their system. I called several times since making that payment on 7/24/2023 trying to get them to resolve this issue but I continue getting the runaround and being told it will be fixed in 48 hours and that someone would call me. Well it still hasn't been handled an no one EVER calls me back. I called on 7-31-23 was told that the payment was applied incorrectly but that it would be corrected in a few days. It was not handled. I called on 8-4-2023 told again it would be corrected by the end of the week. Still NOT HANDLED I called on 8-14 was told it would be handled in 48 hours and I would be called back STILL NOT HANDLED NEVER GOT A CALL BACK. I CALLED 8-17 SAME OLE SONG.....WHY IS SOMETHING THAT SHOULD BE SO EASY SO DIFFICULT. I CALLED ON 8-21 was told to give them ANOTHER 48 HOURS to fix it and they would call me back. I KNOW THEY ARE NOT GOING TO CALL ME BACK. It's been a month! ALL I WANT IS FOR MY ACCOUNT INFORMATION TO BE UPDATED AND SHOW CURRENT. The system is saying my policy has lapsed but it has not. Their department just doesn't know what they are doing. I've called everywhere but no one can seem to help me. Something so simple should not be this difficult. I've notated all of my communication with them and I have all of my recorded phone calls with customer service.
Business Response
Date: 09/20/2023
September 20, 2023
Dear *** *******:
I write in in response to your letter dated August 24, 2023, and September 9, 2023, directed to *** ****** ** ********, at The Lincoln National Life Insurance Company (Lincoln) regarding the above-referenced Complaint ID number. Due to privacy laws, Lincoln Financial cannot provide you with any policy information regarding the
complaint **** ** ***** filed. Accordingly, Lincoln Financial responded directly by email to *** ***** in this matter.
Thank you for bringing *** *****’s concerns to the company’s attention. If you have any questions or should need any additional information regarding this matter, please feel free to contact me.
Sincerely
Initial Complaint
Date:08/21/2023
Type:Customer Service 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 grandmother before her passing paid up 3 life insurance policies with Lincoln Financial Group in 2008. The company was under a different name at the time, but being that the company was taken merged, they should have access to all previous policies. I provided them a copy of the paid off life insurance policy and after several attempts was told by phone and email that they could not find a policy. My grandmother paid up 3 policies before her passing and it’s not fair that they “can’t find them”. This is unacceptable from a life insurance company. I am requesting help in this matter.
Business Response
Date: 09/01/2023
September 1, 2023
Dear *** *******
I write in response to your email to the LifeCompliance Department at Lincoln Financial Group (Lincoln) on August 23, 2023. As I understand it *** ******* is inquiring about the status of three life insurance policies purchased by her grandmother and paid up in 2008. *** ******* did not provide the name of the insured(s) or policy numbers. Lincoln needs this information in order to identify the policies.
*** ******* provided her email address. We will reach out to her directly to request additional information that will help us identify the policies in questions.
Sincerely

Customer Answer
Date: 09/19/2023
I responded back to ******************************* with the name and policy number. I sent her the exact same paid policy letter that my grandmother ************************************* received after she paid up the policy.
Initial Complaint
Date:08/15/2023
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.
I was locked out of my account since I changed how my account was supposed to be set up. It was never supposed to be in the stock market but when my company switched who they went through to Lincoln Financial Group, they set up my account to be in the stocks. It was supposed to be just a savings 401K. They lost about 1/3 of my money that I had sent into my 401K since they had set it up wrong. I have called twice now, July 14, 2023 and Aug 15, 2023. I gathered the information that they requested from my employer.Date of Hire Jan 16, 2017 Date switched to Lincoln Dec 17, 2019.They told me that the information was incorrect. They refused to let me speak with a supervisor. I have been on hold about an hour now. They refuse to take care of their costumers. They also told me that they have not received my 401k funds from June and July. My employer has verified that these funds were sent to Lincoln. I spoke to a rep and requested to speak with a supervisor several times and then placed me on hold. They refuse me to have access to my account. They said that money is not going into the account even though it shows that it has been taken out of my paychecks. Beings they locked me out, I can't see what my account is doing or what is going on with it. They will not provide me with any information.Looking into the Lincoln, this appears to be a constant thing with them.
Business Response
Date: 08/28/2023
August 28, 2023
Dear *** *******,
I am writing in response to your email dated August 16, 2023 addressed to ****** ********, Lincoln National Corporation (“Lincoln”), regarding the above-referenced Complaint ID Number.
Due to privacy laws, we cannot provide you with any information regarding the complaint that ****** ****** filed. Accordingly, we will respond directly to Alicia Dooley regarding this matter.
Thank you for bringing this matter to our attention. If you have any questions or should you need any additional information regarding this matter, please feel free to contact me.
Respectfully,
Initial Complaint
Date:08/06/2023
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.
Lincoln financial lost my form to continue the **** plan. Since then they have claimed the funds have been liquidated and distributed from ********** account of more than 100,000 USD. No such funds have been received by me despite being more than a month. They have additionally make mistakes to my **** account. This financial company does not follow proper financing regulations and needs to be reported. A complete breach of all document keeping and rules.
Business Response
Date: 08/16/2023
August 15, 2023
Dear BBB Staff:

Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by ****** ******* of **** ****** *** Takoma Park, MD *****. The complaint report states that *** ******* claims she did not authorize the switch to CleanChoice as her electric supplier.

Upon receipt of this complaint a supervisor from CleanChoice Energy reached out to *** ******* on the number listed in the complaint. The supervisor was not able to reach *** *******.

The complaint report claims *** ******* did authorize enrollment with CleanChoice, however, we received the attached enrollment response to a direct mail offer 2/28/23, which authorized enrollment.

We believe this response brings this matter to a mutually satisfactory resolution. If any additional information is needed, please contact: [email protected].

Respectfully,
******** ** *******
General Counsel and EVP, Corporate Affairs
Initial Complaint
Date:07/27/2023
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.
On July 14, 2023, I submitted electronically the company's official form for closing my account and to transfer all funds remaining in the account to a brokerage account by way of Direct Deposit. (attachment 1, The Form & attachment 2, acknowldgement of submission).
On July 20, 2023, I contacted the company to inquire of the status of my request and was told that the request was never received. While on the phone with the company representative, I again sent the required form but with an updated date of July 20 (attachment 3). I asked the representative to review the form while we both were on the phone to make sure that the form was complete and that nothing more would be needed. She acknowledged that the form was complete.
On July 24, 2023, I again contacted the company to inquire of the status of my request and was told that a “check” had been mailed on July 20, instead of Direct Deposit as provided on the submitted form. When I asked why, he stated that for Direct Deposit (Option 1), I would need to complete a section under Option 2 (“Special Instructions”) page 6. Instructions on the form (page 6) provide that if information is included on both Option 1 and Option 2, which is what the representative was telling me to do, then the company will use Option 2. In other words the representative’s instruction was a direct contradiction to the instruction on the form and indicates that Direct Deposit would therefore be impossible.
On July 25, 2023, I contacted the company to ask for the tracking number of the check delivery and was told that they do not mail checks with tracking. In other words, I am supposed to believe that a $40,000+ check was mailed without tracking. Such a practice, of course, would be completely irresponsible, but absolutely necessary to employ the old “the check’s in the mail” ploy. There, of course, never was a check and nothing was ever mailed.
Business Response
Date: 08/10/2023
August 10, 2023
Dear *** *******
I write in in response to your letter dated July 28, 2023, directed to *** ****** ** ********, at The Lincoln National Life Insurance Company (Lincoln) regarding the above-referenced Complaint ID number. Due to privacy laws, Lincoln Financial cannot provide you with any policy information regarding the complaint that *** *****
filed. Accordingly, Lincoln Financial will respond directly to *** ***** regarding this matter.
Thank you for bringing this matter to the company’s attention. If you have any questions or should need any additional information regarding this matter, please feel free to contact me.
Sincerely
Customer Answer
Date: 08/10/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:

My complaint has nothing to do with "policy information" as referred to in the company's response to the BBB. I understand that the company engages in the sale of life insurance, disability insurance, and other products. But my complaint is only about a business practice designed to benefit the company at the customer's expense and is completely contrary to the procedures on their official forms. The business withholds client funds and delays those funds to benefit the company. The practice has nothing to do with "policy information". The "policy information" statement is a caned response to complaints submitted by customers to the BBB when the company unjustifiably withholds and delays customer funds.
I have not as yet received any communication from the company, Lincoln National Corporation, or any of its affiliates. If I do receive such communication, I will respond promptly to the BBB. Because of my experience with the company, the only appropriate means of communication from the company would be by email. Voice communication only results in "he said, he said" avoidance of the issue. Postal mail only leads to the "the letter is in the mail" when no such mail ever materializes.

Regards,

*** *****

Business Response
Date: 08/21/2023
August 21, 2023
Dear *** *******
I write in in response to your letter dated August 12, 2023, directed to *** ****** ** ********, at The Lincoln National Life Insurance Company (Lincoln) regarding the above-referenced Complaint ID number. As provided in August 10, 2023 letter, due to privacy laws, Lincoln Financial cannot provide the Better Business Bureau with any policy information regarding the complaint that *** ***** filed. Accordingly, Lincoln Financial responded directly to *** ***** today regarding this matter.
Thank you for bringing *** *****’s concerns to the company’s attention. If you have any questions or should need any additional information regarding this matter, please feel free to contact me.

Sincerely,
Customer Answer
Date: 08/24/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:

I have reviewed all emails received and dated August 21,2023, including Trash and Spam files. No email was received from Lincoln Group or its affiliates.

Regards,

*** *****
Customer Answer
Date: 08/26/2023
I am in receipt of a letter from Lincoln Financial Group (see attached) which acknowleges the practice of delaying the transfer of customer funds which of course is to the detriment of the client along with an "apology" for the "frustration" caused. The issue is not "frustration" but an abusive and backward business practice. In the company's response they fail to mention that the request for transfer of funds was made on July 14, 2023, which they verbally deny having received despite the automated acknowlegement of the submission.
The content of their response dated August 21, 2023, could just as easily have been sent by email. But, as is central to the company's backward business practices, the response was sent by postal mail as the slowest possible means. The company therefore demonstrates that there is no intention of changing their backward and abusive business practices despite any meaningless "apologies".
Business Response
Date: 08/31/2023
September 13, 2023
Dear *** *******
I write in in response to your letter dated September 5, 2023, and September 12, 2023, directed to *** ****** ** ********, at The Lincoln National Life Insurance Company (Lincoln) regarding the above-referenced Complaint ID number. As provided in our August 10, 2023, and August 31, 2023 letters, due to privacy laws, Lincoln Financial cannot provide the Better Business Bureau with any policy information regarding the complaint that *** ***** filed. Accordingly, Lincoln Financial will respond by email directly to *** ***** once our review of the complaint is complete.
Thank you for bringing *** *****’s concerns to the company’s attention. If you have any questions or should need any additional information regarding this matter, please feel free to contact me.
Sincerely
Customer Answer
Date: 09/05/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
The business indicates no intention of changing its abusive business practice.

Regards,

*** *****

Business Response
Date: 09/13/2023
August 31, 2023
Dear *** *******
I write in in response to your letter dated August 24, 2023, directed to *** ****** ** ********, at The Lincoln National Life Insurance Company (Lincoln) regarding the above-referenced Complaint ID number. As provided in August 10, 2023 letter, due to privacy laws, Lincoln Financial cannot provide the Better Business Bureau with any policy information regarding the complaint that *** ***** filed. Accordingly, Lincoln Financial responded directly to *** ***** by mail on August 21, 2023.
We have forwarded a copy of our response sent to *** ***** by mail to his email address.
Thank you for bringing *** *****’s concerns to the company’s attention. If you have any questions or should need any additional information regarding this matter, please feel free to contact me.
Sincerely,
Customer Answer
Date: 09/13/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:

Once again, the complaint is about an inappropriate business practice in general. Personal information such as "policy information" has nothing to do with the abusive business practices routinely engaged in by this company. As of 09/13/23, I have not received the any communication refered to in the company's letter dated 09/13/23.

Regards,

*** *****

Customer Answer
Date: 09/18/2023
I am in receipt of an email dated Sept. 18,2023 from Lincoln Financial Group. A copy of the email is attached.
As previously noted, a company request form for release of funds was submitted on July 14,2023 following the form instructions. On July 20, 2023, I inquired of the status of the funds and was told that the request was never received despite the automated acknowledgment of the submission.
Now in the company email of September 18, 2023, the company representative writes "We acknowledge we received your July 14, 2023 email, sent to the [email protected] email box" - A direct contradiction to what I was told on July 20. The story now is that there was a "corrupted file". The issue of the "corrupted file" has emerged for the first time, 35 days after the submission.
The email further states that "Our review finds no undue delay in the handling of your request for surrender". A company document states that the company Processing Standards provides that the Direct Deposit option takes 1 to 3 days. "1 to 3 days" versus 11 to 17 days, of course, most certainly constitutes "undue delay". Once again, a complete contradiction.
The company's story seems to change periodically to see what sticks. The real story remains that the company's routine and intentional delays are financially abusive, a contradiction to company documents of Processing Standards, and therefor deceptive.
Customer Answer
Date: 09/18/2023
In the second paragraph of my response on September 18, 2023, the last sentence reads "35 days after submission" but should read "66 days after submission."
Business Response
Date: 10/30/2023
Attached is our response to the October 16, 2023 complaint.
Customer Answer
Date: 10/31/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:

In the company's letter of 08/21/23 (attached), the company representative acknowledges the delay in releasing funds. This delay was accomplished by using a delivery method that is not even included as an option for the customer. The abusive practice of delaying the release of funds to the company's customers is a routine of this company as is demonstrated by the list of complaints on the BBB website. The letter of October 30, 2023 (attached), is a direct contradiction to the company letter of August 21, 2023. The company now indicates that it has no intention of altering their abusive practices nor of any intention of resolving this complaint and now consider the issue closed without any resolution. The company's letter implies that as long as their abusive practices are legal, those practices will continue.
Although, this complaint will not be resolved because the company has no intention of doing so, I would like to commend the outstanding service that the Better Business Bureau provides to individuals such as myself and to those businesses that actually value their customers and customer loyalty. The Bureau provides a service which in some instances is the only recourse for the general public in resolving company abuses.

Regards,

*** *****
Business Response
Date: 11/02/2023
Please be advised that Privacy laws limit what information we can disclose in our response.
We spoke with ****** ********* today and advised her of the status of her claim, specifically that we had referred her file for a medical review. We will keep the consumer apprised of the status of her claim.
Thank you.
Customer Answer
Date: 11/07/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:

As has always been the case, the company, under the pretense of "privacy concerns", does not respond in a substantive manner to the BBB regarding complaints that deal exclusively with abusive business practices. The company letter to me and dated October 30, 2023 was attached to my response to the BBB regarding that letter. As mentioned in the previous response, the company, after acknowdging wrongdoing, has now decided that as long as their practice is not illegal, they have no intention of changing those practices and according to their letter will no longer respond to the complaint.
I thank the BBB for providing the consumer with a mechanism to attempt the resolution of company to consumer issues.

Regards,

*** *****
Initial Complaint
Date:07/11/2023
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.
******************* WAS APPOINTED A GUARDIAN/CONSERVATOR ON MARCH 31ST 2023. CONSERVATOR HAS REACHED OUT TO LINCOLN FINANCIAL IN ATTEMPT TO REROUTE THE DIRECT DEPOSIT OF CLIENTS ANNUITY PAYMENT. SUPPORTING DOCUMENTS WERE SENT INTO COMPANY. COMPANY HAS YET TO ISSUE PAYMENT INTO CORRECT ACCOUNT. I RECEIVED A CALL FROM LINCOLN NATIONAL AND HAVE ATTEMPTED TO CALL BACK MULTIPLE TIMES. EACH TIME I AM CALLING DURING BUSINESS HOURS AND THE AUTOMATED PHONE SYSTEM WILL NOT ROUTE MY CALL TO LIVE SUPPORT. WHEN I PUSH 0 I AM TOLD THAT THE OFFICE IS CLOSED, IT THEN PROCEEDS TO LIST BUSINESS HOURS WHICH IS DURING THE TIME I AM CALLING.
Business Response
Date: 07/21/2023
July 21, 2023

Dear *** *******:
I am writing in response to your letter, dated July 12, 2023, directed to *** ****** ******** at Lincoln National Corporation regarding the above-referenced Complaint ID. Due to privacy laws, Lincoln cannot provide you with any policy information regarding the complaint that was filed. Accordingly, we have responded directly to the complainant regarding this matter.
Thank you for bringing this matter to the company's attention. If you have any questions or should you need any additional information regarding this matter, please feel free to contact me.
Respectfully,

Customer Answer
Date: 07/21/2023
[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:

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Lincoln National Corporation is NOT a BBB Accredited Business.