Complaints

This profile includes complaints for Northwestern Mutual's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Northwestern Mutual

  720 E Wisconsin Ave Milwaukee, WI 53202-4703

• 

  Northwestern Mutual

  3705 Kadow St Manitowoc, WI 54220

• 

  Northwestern Mutual

  1 Northwestern Mutual Way Franklin, WI 53132-9497

• 

  Northwestern Mutual

  3800 Embassy Pkwy Ste 120 Akron, OH 44333

• 

  Northwestern Mutual Insurance

  3805 Edwards Rd # 200 Cincinnati, OH 45209

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:10/10/2023

  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.

  I HAVE WROTE ******** EMAILS TO THE OFFICE ABOUT MY AND MY SONS HEALTH INSURANCE AND HOW I DIDNT WANT IT. THEY WOULDNT RESPOND I WOULD SEND ANOTHER ONE. I TOLD THEM FROM ABOUT **** TO CANCEL MY SONS THEY HAD NOT AND WERE CHARGING ME AND STILL TO THE THIS DAY THEY HAVE NOT. ONCE THEY FOUND OUT I WAS CANCELING MY LIFE INSURANCE, THEY LITERALLY TREATED ME LIKE DOG C*** I WAS SO EXCITED ABOUT THE TREATMENT I GOT FROM THEM AT FIRST. THEY TRIPLE CHARGED ME ON MY LIFE INSRUANCE. THEY SAID THEY DIDNT I SHOWED THEM PROOF. DID I HEAR A RESPONSE, NOPE. NOT UNTIL I COMPLAINED TO CORP OFFICE. I JUST WANT MY MONEY BACK OF WHAT I PAID SINCE SAYING I WAS GOING TO CANCEL BACK IN JUNE. I WANT MY MONEY BACK THAT WAS RECENTLY PAID. AND I WANT TO NOT BE CHARGED A CRAZY FEE ON TAKING ALL MY MONEY FROM THEM BECAUSE THEYRE GOOD FOR THAT. DO NOT USE THEM AND THERE DECIETFUL TACTICS.

  Business Response

  Date: 10/26/2023

  Good afternoon - Our teams have made outreach with ************************* and explained the process and provided sufficient data. For this, we consider this case resolved. 

  Thank you,

   

  Customer Answer

  Date: 10/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

   

  you are lying. I canceled my sons insurance way before the days you required. And it provides decitful practices. I didnt cash a check because I didnt receive it!! And the check has nothing to Do with my sons. You know this two different accounts. Please stay away from them. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:09/11/2023

  Type:Billing 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 shave two accounts with Northwestern mutual investment co. In *********, **. One month ago I notified my agent, ***************************, I wanted to close the two accounts because all the money I made was being eaten up with fees. He said he **** do so, but with reluctance. Ever since he has been dragging his feet with one excuse after another for not transferring my money to a credit Union account. Over the last month he has made it very difficult for me. I have paid fees of $1642.00 this last month, and as of today he still has not transferred, hes say must transfer to my checking account not an other ********************** account, he knows this will cause me a big tax penalty if transferred to my checking. Funds are transferred all the time between companys. He wants to penalize me for leaving his company.

  Business Response

  Date: 09/26/2023

  A representative from Northwestern Mutual worked with ****************** and resolved the complaint with the client. They spoke to ****************** twice and he denoted verbally that he was satisfied with the resolution. For that, we consider this case resolved. Thank you. 

• Initial Complaint

  Date:07/24/2023

  Type:Billing 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.

  Agent quoted me a price in May of 2022. Policy went into effect in fall of 2022 at a higher rate than stated, and with an additional waiver insurance that I had denied via e-mail. Despite frequent communication to the agent regarding the discrepancy, we're now nearly in August 2023- and I'm lucky to get an email back other than investigating. They're very attentive when getting you to sign on the policy, but once you're on - you're forgotten.

  Business Response

  Date: 08/08/2023

  Hello - The Northwestern Mutual team has made contact with ******************** working to instill trust back and apologize for any frustration. For that we consider this case to be resolved. 

  Thank you,

  ***

• Initial Complaint

  Date:07/19/2023

  Type:Billing 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 am writing this complaint because this Insurance H32303235**303035**32H Northwestern Mutual I don&#**;t want to hear from him, or speak with him in person or online. I want a New agent ************************** is breaching the contract, or not honoring the agreement.He has been avoiding me. and the issue with my health.I have notified this agent more than once of a ongoing issue with my per-dizzyness ********* slips and constantly falling. limited disability. I have ask At least 3 individual times.***************************** presents his self as a concerned financial advisor.I am a Senior Citizen The way he talked to me was always demeaning and degrading. This community can help me get to my Doctors appointments and other important places. So I won&#**;t get stuck in traffic and endangered myself or someone. Due to the severe cramps under my foot and leg up to my knee.One of the Doctor specialist believe 75%0was due rear car collisions After last time 3 years ago he had me come in for an rervaluation or a decrease in coverage term. Which I knew them he was not being very honest at all about my health care benefits and no worry loyalty for paying up early while I was much younger and much better health.I am so embarrassed that I was referring business assoc to him even the property Agent told me she owned her own land and was looking for a Good agent. She called his office and could get a answer back

  Business Response

  Date: 07/26/2023

  Our team has reached out to and spoken with **************** and provided further background on his plan and has been assigned to a new Financial Representative. For this, we considered the complaint resolved. 

   

  Thank you,

  *************;

  Customer Answer

  Date: 07/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  No this matter is not resolved in any way.

  Ms. ******** stated she was only calling to help me get started filling my claim, but that  never ever happened. She was a good listener, rather nice  and better attitude. She also asked a lot of Questions, but that was about all.

  She told me I still would have to pay for the first entire year myself

  Then I asked can we get started filling the forms. She quickly changed or reversed the subject.

  As far as the new Office and Insurance agent.

  No mention as to how I will be contacted as the last recently requested.

  I am still waiting and have not heard anything as to who what or where this will be. 

  Nice conversation but still in the same boat. After 12 years or more I should be able to be eligible to receive some type of asstance for my back and Foot and leg pain and chronic disease. Some type of physical therapy will help get through each day without slipping and falling down.

  Just another pacifier to tell me after the 5th  year to keep on waiting you're still not ready yet.

  I am unsatisfied with the company's response

   

  This case is not resolved 

  Sincerely

  Your client 

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

• Initial Complaint

  Date:06/07/2023

  Type:Billing 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.

  Company is having agents cold call people who are on the do not call list, such as myself, off a phone list that they refuse to state where they got names and numbers.Their agent called me today, at 4:12PM two times in a row, presumably to get through do not disturb or to falsely make me think it was an emergency.He was very secretive about who he was calling for and did not give me the information that it was Northwestern Mutual until I began to play along with him.I want this business to stop calling me and for the fact they are doing this to be on record.

  Business Response

  Date: 06/09/2023

  Hi **** - Our team has made outreach to ************** to get to the bottom of this, therefore we consider this issue to be near resolved. 

  Thank you,

  ***

  Customer Answer

  Date: 06/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I was called by ************ and was not given a name.
  Your company is clearly not respecting the legal requirement not to call people on the do not call list.  It doesn't matter how the person approached the call, the fact the call happened in the first place is a major issue.  Then the fact that I told your employee on the phone, and I told you through this complaint, not to call me and you did on Friday June 9, 2023 at 11:52 am from ************, compounds the issue.
  
  Once again, do not contact me with your spam, or for any other reason.

  
  Regards,
  
  *********************

  Business Response

  Date: 06/16/2023

  Hello - The team has ensure that ***** is on our Do Not Call list and will not call ************** again. For that, we consider this resolved. 

  Thank you,

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

• Initial Complaint

  Date:05/23/2023

  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.

  ******************* is trying to get me on a call to sell me services and when I declined he spoke negatively about me. I do not believe this is the way to build a lasting relationship with potential wealth management clients and I do not believe this represents the brand that Northwestern Mutual upholds.**************************************

  Business Response

  Date: 05/26/2023

  The Director Of Supervision and Operations has reached out to ******************** apologizing and confirmed they are addressing the matter. For that, I think we can consider this resolved. 

   

  Thanks, 
  ***********************

• Initial Complaint

  Date:05/17/2023

  Type:Billing 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.

  This company took a payment from me over a month ago. They have since declined my Life Insurance application. Now they are holding my money hostage. It is MY money, not theirs. It needs to be in my account today! They need to change their business techniques so that they do NOT take ones money before approving an application! Shame on them!

  Business Response

  Date: 05/18/2023

  Confirming receipt. Thank you. 

  The decline of the policy was completed and a refund will be deposited to the bank on file, so I consider this issue to be resolved.

   

  Customer Answer

  Date: 05/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.

  The refund took too long! When you decline an application but yet already processed a payment then the refund should be instantaneous and refunded back within 48 hours, not a month!
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:04/04/2023

  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 phone is on the National Do Not Call Registry at ************************* and I am receiving periodic calls from sales people. Today the person was rude to me when I told him my phone was on the registry, and instead of apologizing, he told me how unimportant I was and hung up on me. This occurred 4/4/2023 at 1:49PP from ****************. I simply want this company to instruct its employees from calling my cell phone in the future.

  Business Response

  Date: 04/13/2023

  Hello - Our teams have reached out to ************** and ensured he be added to our Company specific Do Not Call List. Given this, we considered this resolved.
  
  Thanks,

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

• Initial Complaint

  Date:04/03/2023

  Type:Billing 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.

  We received a letter in Feb re: our child's life insurance policy making us aware of the Additional Purchase Benefit option available at this time. When we looked at the letter we discovered to our surprise and confusion, that the policy's named insured had somehow changed to our other daughter's name! We have had 3 policies in place for our children for about 30 years and this is the first time we have noticed the error. We never requested, authorized a change on this policy. Our one daughter effectively has two life policies and our other daughter no longer shows as being insured! I work in the industry and understand compliance. I have no idea how this could have happened. I never requested nor ever signed any authorization about changing a named insured. 3/1/23: I contacted customer service at ********************** Life regarding this error . They confirmed that the one daughter is indeed currently the named insured on two rather than one policy, that our other daughter was not listed. They would get back to me to confirm it is corrected. 3/14/23: I did not hear back. I called again on and talked to **** (2nd time) at ************* ************. She was going to change status to "Rush" and have someone get back to me. 3/21/23: No return call. I called the same number again and talked to ****** in ************* Again, she said she would elevate it again to "Rush" and have someone return my call that day. 3/27/23: I discovered last week on 3/22/23 that I in fact had received a call from "*****" on our land line that is never monitored (i specifically had given them instruction to call my cell) that she was "working on this" and would get back to me.3/28/23 I called again as nothing has been corrected by my viewing accounts online and no further communication. I talked *******. He was trying his best to get me an answer, communicating with "*****" internally and she told him she would "get back to me". I had him delete my landline. No response/resolution.

  Business Response

  Date: 05/03/2023

  Hello, 

  Our teams have followed up with ***************************** on this matter, ensuring that the error had been corrected and each policy updated to include the accurate information. Due to this, we consider this case resolved. 

  Thank you,

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

  Customer Answer

  Date: 05/04/2023

  [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:03/19/2023

  Type:Billing 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.

  I took out a loan against my Paid Up Life Insurance Policy with Northwestern Mutual in April 2017 in the amount of $40,703.83. We were advised by our advisor's office, *********************, in *********, ** to pay off the loan to prevent further reduction of the death benefit of the life insurance policy. The loan payoff amount of ********* was paid in October 2022. The advisor did not discuss the options, benefits and consequences of paying off the loan other than stating that if we did not pay the loan, it would further deplete the death benefit. We were not encouraged to use dividends to repay the loan or verbally informed that the paying it off would result in the pay off amount being taxable income. I am disgusted with the lack of clarity that this office and Northwestern Mutual provides. As a result of the lack of clarity and information provided, we have to pay a large amount of taxes. This office is not to be trusted.