Business ProfileforThe Prudential Insurance Company of America

This all started in 2023. My husband had an old life insurance policy from an employer he worked with over 15 years ago, the mail for this account had been going to his mothers house. We discovered the account in 2023 and decided to close it out as the account was trending down & constantly taking money from itself to pay the monthly fees. There was maybe 10k in there, when we filed the surrender paperwork we elected to have federal taxes withheld and understood that some of the money would also go towards account fees. Fair enough, this was just something we wanted to have taken care of and closed out, we didn't care how much we got as long as we didn't need to pay anything. We received a check in March of 2023 for around $2500. Went about our business until 2024, we received a 1099R regarding the dispersement of this account. THE TAXABLE AMOUNT LISTED WAS OVER 5K, THEY ALSO PUT 0.00 FOR FEDERAL TAX WITHHELD. Took this to my accountant, he confirmed that we will be paying taxes on this 5k which will cost us $1,100.00. WHAT?! We received $2496.09 and that amount should have already have taxes taken out! After MONTHS of back and forth with many employees at Prudential we were given the run around. Finally someone reaches out and explains that YES, A MISTAKE WAS MADE, she listened to all the calls we had made and admitted to her company not knowing what they were talking about & hiding info from us (not to mention every time we called it was like they had no idea, they did. They kept lying to cover it up). We think great, we will be heard. NOPE. Now we are pushed off to the complaint department with no resolution in sight, because "she can't get anywhere with her department". We are out $1100 & not sure where else to turn. I have requested all of the recorded conversations, they do not seem at all happy about that. We just want this to be fixed, they should have fixed the 1099. At least compensate us for the $1100 AND our time ($1,500 would the minimum for fairness).