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Business Profile

Retirement Planning Services

Lincoln National Corporation

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retirement Planning Services.

Complaints

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

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Lincoln National Corporation has 33 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/26/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 retiring and need to close my 401k. It has been three weeks and all I get is "systems down call back". THREE WEEKS IN A ROW ! Did the online form to get it closed and they needed 2 documents to prove it was me. I SENT THEM IN 27 TIMES and they have the ***** to tell me that they don't have the documents. They marked my account "suspicious" because after THREE WEEKS my wife tried talking to them because she has POWER OF ATTORNEY over me and can. They didn't care when I was saying anything. Lincoln financial will not close my 401k and give me my money. THREE WEEKS OF NOTHING BUT SYSTEMS DOWN CALL BACK.

      Business Response

      Date: 04/07/2025

      Dear Ms. ********************* see the attached.

      Customer Answer

      Date: 04/09/2025

      [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:

      Even though it took a month of constant phone calls and system not working excuses, 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:03/25/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 February 14, ******************************************************************************************* ******* C ******** about pension distributions I hadn't received. I told the service representative ****, that I had filled out the paper work her company had sent me along with the letter and received a confirmation letter which indicated that payments would start in January the following year. The representtive said that my name was not on the account even though her company's letters indicated that the account was under my name and my previous employer. I told her I would fax the letters I received to the *************** office which I did on February 14, 2025. As I didn't get a response after 10 working days I refaxed the letter on February 27, 2025. Since I have yet to receive a response I called today March 25, 2025 and spoke to Porshe. I explained the situation to her and asked to speak with a supervisor. After being put on hold, Porshe came back on line and informed me that the supervisor was in a meeting and gave me the option of continuing to hold or have the supervisor call me back. I requested a callback. As I have yet to get a call back I tried to call the Fort ***** office directly but was told the number listed online was not the company's.

      Business Response

      Date: 04/04/2025

      See attached response letter. 

      Customer Answer

      Date: 04/09/2025

      [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. Hopefully they will send me their response within the next 7 - 10 business days. I greatly appreciate your help with this matter.



      Regards,

      **** ******


    • Initial Complaint

      Date:03/25/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 receive a death benefits that I was suppose to receive from my sister through Lincoln Financial Group. It has been over six months and they keep advising me that I will receive the benefits and still nothing has been resolved.

      Business Response

      Date: 04/11/2025


      ***** *******
      *****************************************
      Lincoln Financial
      ******************************************************

      ************ Office

      ************ Fax

      **********************************************


    • Initial Complaint

      Date:03/01/2025

      Type:Billing Issues
      Status:
      Resolved
      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 completed paperwork for withdrawal of retirement monies in a post-tax account October. 2024 It was processed incorrectly per LFG agent (too much tax taken out). The *** agent told me not to cash the check and that *** would put a stop on the check. I later got paperwork to complete for a lost check. I called them to report that it was not lost but incorrectly processed. I have spoken to several supervisors about this, sent a letter (uploaded), left voice mail messages for a supervisor and sent emails. I was repeatedly advised that it was being reviewed. Earlier this year I received my LFG quarterly report (through 12/24) indicating that the account was paid out. I received a 1099-R indicating that the account was paid out. I have spoken to multiple supervisors (***** ******, ********* ******) but cannot get this reprocessed. It has now been 5 months since my initial request.

      Business Response

      Date: 03/17/2025

      Attached is Lincoln's response.  Thank you. 

      Customer Answer

      Date: 03/20/2025

      [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: 23007975

      I am rejecting this response because I have not yet received the monies to cash out this account.


      Regards,

      ***** *******








      Business Response

      Date: 04/11/2025

      Attached is Lincoln's response to this matter.  Thank you. 

      Customer Answer

      Date: 04/16/2025

      [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:02/28/2025

      Type:Billing Issues
      Status:
      Answered
      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 403B retirement plan with Lincoln Financial and I had a loan that went into default back in October after I had been paying on the loan for 10 straight months with no missed payments. I called Lincoln financial in the middle of November as soon as I received a notice about the default. At that time I was told they would elevate the issue and get back to me in ********************************************************************************************************* active status as this was not my fault. I received a voicemail from them December 17 that I need to call back and confirm my loan payment and bank information which I did on December 18. I also received a letter in the mail stating the same, that my loan was reinstated and the payments would resume coming out of my bank account. A few days later I decided to pay off the loan and sent a cashiers check with the amount I was given as the payoff. I overnighted the check. When I checked my account online to see if the loan was paid off it said it was back in default so I immediately called them and they said they didnt receive a payment to on December 31 the loan went back in default. I dont understand how this could happen when they had all my bank information and were supposed to directly withdraw it from there as they had been doing previously. I made numerous phone calls to them about this and was told that I did not default on the loan and that I would not have to pay taxes and a penalty on this money as a default of a loan in retirement funds. However they have sent a 1099 to the *** and Im being told there is nothing they can do about ***** complaint is that I spoke with multiple people at Lincoln on multiple occasions and was told that I would not have to pay taxes as I did not default on the loan as the problem was on their end with the direct payment from my bank account. I do not want to pay a penalty or taxes on this money as I did not default on the loan.

      Business Response

      Date: 03/11/2025

      See attached response letter. 

    • Initial Complaint

      Date:02/27/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      It has been 10 months of dead end requests and countless phone calls to get the status of my step-mother's survivor annuity upon the death of my father, **** *****, on 4-25-24. I am POA for his widow, ******* J. *****, and have filed all the required paperwork with LFS and they have acknowleded they have recieved it all. As of the end of November, 2024, I get the same response of... "It is in processing and we will notify you in 7 to 10 days." I call them aproximately every 3 weeks.

      Business Response

      Date: 03/10/2025

      Dear Ms. ********************* see the attached.

      Thank you.

      Customer Answer

      Date: 03/11/2025

      Job has been completed to my satisfaction.

    • Initial Complaint

      Date:02/25/2025

      Type:Order Issues
      Status:
      Answered
      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.
      Since January 30th, I have been attempting to obtain a predermination for a dental cleaning. Despite having provided the requested information including the applicable codes, office fees, and office location repeatedly, I have not been informed of the allowed amount paid by my insurance. Without this, I cannot determine how much I will need to pay out of pocket.

      Business Response

      Date: 03/12/2025

      Complaint Case Number:22990267
      Insured: ****** *****
      Complainant: ****** *****

      Dear ****-***:

      I am writing in response to your letter dated February 27, 2025, to The Lincoln National Life Insurance Company (Lincoln Financial)regarding the above-referenced Case Number. Due to privacy laws, Lincoln Financial cannot provide you with any policy information regarding the complaint that Ms. ***** filed.  Accordingly, Lincoln Financial will respond directly to Ms. ***** 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.

      **** Jane ************** DHP, DBA, HCAFA
      Claim Resolution Consultant
      Claim Resolution Services
      Group Protection

       ************ Office 

      r02-361-1460 Fax 

    • Initial Complaint

      Date:02/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Call places to LF on 2/5 letting them know i couldn't access my online account, password was reset and still couldn't access. Told me to wait. Call places 2/7, let them know i still couldn't access account. Said it had to be escalated with No turn around time. Here we are, 2/21/25, and I STILL can't access my account. Called today, was told my ticket was JUST ASSIGNED to agent and it takes 30 days to fix the online account. UNACCEPTABLE for paying customers who are getting ready to go on a leave. And to make matters worse, my leave request was submitted via telephone on 2/7/25, I have only received one mail from my "case manager" on 2/12/2025. I understand leave starts March 7, but this is unsettling for someone who is uncertain of the process. ******** reached out once and was vague on discussion. Other then we can "deal with it when your leave starts". UNACCEPTABLE. I want to know ******* are in and being processed so I'm not losing out on pay. I called and left a message to her, no response. Just called again this morning to the help desk and Keyshauna, got her voicemail. PLEASE SOMEONE HELP ME.

      Business Response

      Date: 03/12/2025

       Thank you for your inquiry. Your feedback is important. Our records indicate that your STD claim has been approved. We have asked that a supervisor reach out to you to discuss your inquiry as we are limited to what information can be disclosed in our online responses.

    • Initial Complaint

      Date:02/21/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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 a Friday morning 10:00AM on Feb 21 2025, I made many calls to Lincoln finance group to address a key concern of mine regarding to their leave service, but no one answers my call, are they working or not?I just need them to answer my call or call me back to help me.

      Business Response

      Date: 02/24/2025

       Your message has been directed to your assigned case manager to review and contact you. 

      Customer Answer

      Date: 02/24/2025

      [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:02/14/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      ?This company is incredibly frustrating, and I regret that our employer chose to partner with them for ************* and Hospital Indemnity. I have never encountered such difficulty in filing a claim. Their process is convoluted, the website lacks essential information, and their staff appears uninformed about the policies and procedures. I have contacted LF on 1/ 8, 1/14, 1/ 17, 1/21, 2/4, and 2/ 14/2025, and today is the first time in which I received a claim #. I have ***eatedly been given incorrect info, including being told that I do not have coverage, that I cannot speak to a supervisor, and that I must wait 7-10 business days for a claim #. It has been over a month without any resolution. Allegedly, our company was not in their system when I called on the 14th, and my claim was taken manually; however, only my name, phone number, and the dates I was hospitalized were recorded, with the promise that someone would cb in 2 days to gather the remaining info. I received no call/no claim #. On the 17th, I was informed that there was no claim #, but I would need to wait 7-10 days to receive one. I questioned how I could obtain a claim # if no one had called me back to collect the necessary information, and I was told to wait. Never received a call & no claim #. On 1/21, when I called, I was told that I had no claim, but the *** could submit a claim over the phone for me. I provided all my info, and she escalated the issue & send me a form to complete, but I could not return it until I received an email with my claim #. I did not receive any email or call with the claim #. On 2/4, i was informed me that she could see the claim, but there was no policy # listed on the form submitted by the previous ***. I was told to wait for a cb from the claims ***** A was left a vm stating that they would process my claim, but I would need to wait 7-10 days for coverage verification, with no claim # provided. Finally, on 2/14/ -a claim# was give but again i need to wait 7-10 days.

      Business Response

      Date: 02/28/2025

      2/28/25- Please see our attached response to this complaint. 

      **** Jane ************** DHP, DBA, HCAFA
      Claim Resolution Consultant
      Claim Resolution Services
      Group Protection ************ Office 
      ************ Fax 

    Lincoln National Corporation is NOT a BBB Accredited Business.

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