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

  731 N Jackson St Milwaukee, WI 53202-4601

• 

  Northwestern Mutual

  6235 Carnegie Blvd Charlotte, NC 28211

• 

  Northwestern Mutual Wealth Management Company

  409 Court St., Suite A Lynchburg, VA 24504

• 

  Northwestern Mutual Financial Network

  2322 Blue Stone Hills Dr Ste 160 Harrisonburg, VA 22801

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:02/09/2023

  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 spoke to a financial advisor ***************************** who works with Northwestern Mutual office in *********** ************* office in October 2022, or sooner in regards to applying for life insurance. At first we discussed a monthly payment of $59.46 he made a mistake of taking out of my checking account through my bank account $689.04 and then used $517 for the month of December 2022 as payment. Then he rushed me to proceed with sending medical records to Northwestern Mutual but the company had a deadline and I got frustrated and I did not want to continue with pursuing a life insurance policy with Northwestern Mutual. I was only refunded $178.38 into my checking account without explanation and the life insurance account was closed immediately.

  Business Response

  Date: 02/27/2023

  The company has reviewed the complaint and has made the customer aware of how the matter was resolved. With this information, we consider the matter settled satisfactorily. 

• Initial Complaint

  Date:01/10/2023

  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 already had multiple accounts with one Northwestern Mutual Representative *****************************. I wanted to transfer a regular *** and a *************** to be under ***'s care, transferred from ***********************. Without discussing any options for the transfer, *** transferred both accounts into Variable Annuities that look and act like an *** and a ***************, but as I learned these are very specialized vehicles that have high entrance and/or exit fees, time commitments with penalty for early withdrawal, and higher annual fees than standard *** or *************** accounts. *** never discussed this with me, and never informed me of this direction. I only learned 4 years later, in 2021, when I had him work with my fiancee at the time, what he had done with my accounts in 2017. After speaking with a third party financial adviser provided by my company (through *******************), that does not sell any products, I learned that this was a highly unethical thing for *** to do. My advisor informed me that in 20+ years of working in finance and insurance, that he never heard of someone getting into variable annuities that did not know they were getting into variable annuities. This was clearly a play to earn commission without my understanding. I understand now that it is in the investor's bill of rights to know what they are paying for their investments. As I remember back to signing the papers for those transfers in ***'s office, I recall very clearly that *** had all of the papers on his side of the desk, and he flipped through them silently, on his side of the desk, and he would slide a page over to my side if it was something I needed to sign, and then take it back. I did not read the fine print because I trusted ***, and *** took advantage of that trust and put me into products that he did not explain and did not inform me of what he was doing. This is highly unethical and I should not have to pay the extra fees for these accounts and abide by the time commitments they require.

  Business Response

  Date: 01/23/2023

  The company has conducted a thorough review of ********************** complaint and communicated directly to him regarding his situation. We consider this matter resolved. 

  Customer Answer

  Date: 02/02/2023

  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.
  
  Northwestern Mutual claims they have communicated their response to me and consider the matter resolved. In fact, their only response has been that they conducted an internal investigation, and despite the facts the results sided with their agent.  They have offered no resolution to this matter.  Northwestern Mutual agent ***************************** deceived me, and as a result I am out tens of thousands of dollars.  This is not an acceptable resolution.

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

• Initial Complaint

  Date:11/03/2022

  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 initially tried to contact my local financial advisor, *****************, to cancel my life insurance policy. After leaving messages and never being contacted back, I turned to their customer care line. I gave all of my information and was sent on my merry way, promised an email of a document for me to e-sign within two days. When it never came, I called again. Turns out that the first representative had misspelled my email. Even though it is just my name which is clearly spelled out on my account, but whatever. So I get squared away with my email and I sign and wait for my money to come. After almost 2 weeks I realize that the initial representative also added extra digits to the end of my routing number. One mistake - fine. But two mistakes like that seems intentional. If not intentional, then they are just downright terrible at their job. So I call again. After being placed on hold, the representative says the money will be in my account by EOB tomorrow. I ask them to repeat the routing and account number back to me so I can ensure it is correct. They seemed offended but did so, and the routing number still had an extra digit on the end! I am curious how it is not common knowledge to people that work at a financial institution that ALL routing numbers have nine digits. Do they just WANT to make it difficult to cancel a policy? I have zero confidence that the money will be in my account tomorrow. And I know, for a fact, I will never do business with NW Mutual again.

  Business Response

  Date: 11/15/2022

  The company has reviewed ******************** complaint, and we believe it has been handled to her satisfaction. We consider this matter resolved. Thank you.

   

• Initial Complaint

  Date:10/28/2022

  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.

  On Thursday, October 27, 2022 at 3:14 PM Central Time, some Northwestern Mutual employee named "*************************" accessed a proprietary information system in order to gain my personal email address to solicit me for additional personal information. The solicitation was so unprofessional I presumed it was spam. When I finally realized the email from *************************************** was not spoofed by a ********* hacker, the coquette let me know my services were no longer required.Why is my personal information being shared with Northwestern Mutual employees willy-nilly for no particular purpose? Are all employees allowed to be intrusive with policyowner's data and personal time, or is it just *****************? Is someone in underwriting going to call me out of the blue to ask for shirtless Tinder pics using the lookback period of my longterm disability policy as a conversation starter? The entire exchange appears to violate your Privacy Policy in that there was no discernible marketing purpose achieved by the interaction whatsoever.

  Business Response

  Date: 11/15/2022

  The company has reviewed ********************** complaint and was able to provide ****************** with an explanation that addresses his complaint. We consider this matter resolved. 

   

  Customer Answer

  Date: 11/17/2022

  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.
  
  Let me clarify. I have not received anything from them apart from the attestation that something was sent. Can you ask if it was mailed, emailed, something?
  Regards,
  
  ***********************

• Initial Complaint

  Date:09/07/2022

  Type:Product 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.

  Policies Numbers: Whole Life- ******** & Term Policy Number-For my understanding, my former financial advisor (*****************************) I assumed from the beginning he was fiduciary was going to provide me with all necessary information and accounts to ensure that I am fully taken care of. However, throughout this full year NOTHING has been prioritized and he has been completely unprofessional. He will state he will have something done by a certain day and I will not hear from him until weeks or months later. I only once told him that I had a family matter and I had to stop funding temporarily. When I called to have a question once during the year I was told in a belittling tone, this is small account that what can I help you with. As if I was bothering him in some way.I was told this after I opened 2 policies term policy, whole life policy, and a *************** account, which was a red flag in my eyes. After informing him from the beginning that I was interested in earning cash value in my policies not only later in life I noticed I wasnt gaining ANY cash value in the early years, and I wasnt going to breakeven until later in life. This is NOT what I expected when we first had our conversation. After extensive review, I have concluded that he is NOT a fiduciary and he set this policy up for him to gain a commission and not for me to see any benefit until later in life. I stopped paying the policies after extensively reviewing them and having them reviewed, which I noticed it was not suited for my age, and it was suited to help him earn his commission only. We have had a discussion regarding this matter because he didnt follow what I originally stated from the beginning, and he could not even provide a proper response to why it was set up this way. I am kindly requesting my FULL refund of the payments I have made for both polices $3,538.73. If this is not rectified properly and fully refunded, I will have no other choice, but to escalate this further.

• Initial Complaint

  Date:08/26/2022

  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 called to cancel my wife and my life insurance policy in November 2021. After I ended the call I assumed our policies were closed and they sent me a check of what I was owed. In August of 2022 we found out that they had never closed my wifes policy and kept billing her and paying for it with the additional equity had built up. We found out about this and tried to get our money back and they refused. We attempted twice to have this reviewed and they said they couldn't legally refund our money. Which is weird because they lied to us. We were forced to close our account again and lose over $200. This was a blatant abusive and deceptive act to steal our money. I would like to get the money back that they took from us.

  Business Response

  Date: 09/12/2022

  The company has responded directly to the customer providing an explanation and documentation regarding the complaint. We consider this matter resolved. 

   

  Customer Answer

  Date: 09/13/2022

  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.
  
   They said in their response that they contacted me and provided documentation which is not true. In my original conversations they refused to provide documentation and i havent heard from them again. Ultimately they didn't not honor my request to close out my wife and my policy and they continued to charge us for several months. This is a common complaint against them as they have retention goals and don't want to close policies which is why I believe I was lied to. They stole my money and didn't refund it so I absolutely reject this response.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/11/2022

  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.

  I had knee surgery. Filed disability claim. It has been 9 days in Medical Review. This is ridiculous. My claim money was due weeks ago. The biggest complaint is that if you email an analyst you get a response saying its going to be 7 to 10 days before someone gets back to you. That is absolutely ridiculous. When a company gets thousands and thousands of dollars from you they need to respond immediately.

• Initial Complaint

  Date:08/04/2022

  Type:Sales and Advertising 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 review is specifically for *********************************. He does not care to remember important investment numbers agreed upon in meetings but does take the time to make a long list of people he wants you to refer him so he can make more money off of you. He will uncomfortably list out each person and then make you feel bad for not agreeing to refer them. He will also debit your account without telling you in *********** initiated money to be drawn from my account for an *** then in our next meeting asked me how much I wanted to be taken each month. This had me very concerned as the money had already come out. When I asked him where that money went he said he wasnt sure but would find out. This was extremely unsettling and I requested to cancel all contracts the next day. This was more than a month ago. *** never even responded to my email request to be refunded but I was sent electronic documents to sign for canceling. Now I find out that I am not able to get my money back until 6 months of paying into the policy that has already been cancelled. There is an extreme lack of transparency here. I wouldnt recommend Gio or Northwestern to anyone.

  Business Response

  Date: 08/25/2022

  The company has reviewed ******************** complaint in detail and responded in a satisfactory manner. We consider this matter resolved.

   

• Initial Complaint

  Date:07/25/2022

  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 tried to get insurance through Northwestern Mutual only because my friend worked there. The company made me sign up with another rep who was absolutely unresponsive to any questions I had. I completed all the requests (which were truly over the line invasive and unnecessary). Upon being denied (after hours of work on my end and a health screen) I was told that I didnt give the information they were looking for. This claim is bogus as I replied to their questions and have an email proving that I filled everything out as requested which is time stamped to prove theyre full of it. I want all my money back and I want to close my accounts. I have asked for this and thus far have not heard anything.

  Business Response

  Date: 08/15/2022

  The company has reviewed the customer's complaint and has provided the appropriate refund, plus interest, in a timely manner. We consider this matter resolved. Thank you. 

   

  Customer Answer

  Date: 08/15/2022

  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.
  
  My NW Mutual contact  gave me a timeline to provide the necessary information on my IBS. I met said timeline and have a response from my representative proving that I kept my end of that agreement. The reason my claim was denied implies my missing this deadline which I did not. This company was so bad with every piece of verification. The process was impersonal the entire way.  I would have liked to have had a phone call if something as important as denied coverage was on the line. This company wasted hours of my time, invaded my privacy, and ultimately denied my coverage for a caveat issue. Their apology was as impersonal as the experience I had in providing my medical history. This company denies wrongdoing and they most certainly are in the wrong. 
  

  I would like an appropriate apology. Maybe my rep could reach out as he didnt do that once in the very lengthy onboarding process. As it stands now I will provide an honest and thorough review of my experience entailing the harassment my therapist received, the hours of wasted time, the pass the buck onboarding process, and the ultimately ridiculous denial of coverage.

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

• Initial Complaint

  Date:07/25/2022

  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.

  Northwestern Mutual (similar to the ***** Fargo account issue a few years ago) opened two accounts in my daughters named without permission in January. I had inquired about a savings plan for the girls both under five plan but signed a non-election document in January. Despite never agreeing to open and infact signing to non-elect, Northwestern opened two accounts and for over six months charged me 115 extra a month for two unauthorized accounts. They said the home office made a mistake. 3 weeks after realizing they opened two fraudulent accounts they still have not returned my money. Given no one has taken this serious i highly doubt this is an isolated event. ************************* was the rep. I want my money back for two unauthorized accounts, a new rep, a statement on how this happened, money for my time in resolving and shock and i think the company needs to report to SEC and regulators as well as run a self audit. This is a regulated fiduciary this is shocking.

  Business Response

  Date: 08/02/2022

  The company has done its best to respond to ************************ complaints by processing a refund. We are hopeful this addresses ************************ complaint satisfactorily.