Complaints
This profile includes complaints for Athene USA's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 63 total complaints in the last 3 years.
- 19 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/03/2024
Type:Product IssuesStatus: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 have been trying to get my pension (from a Qualified Domestic Relations Order) since 01/2024. Initially Athene said they would send an enrollment packet, 1/19/24. No packet came. I called on 2/22, 3/25, 4/3, 4/18, 5/23, 6/27 receiving excuses like the packet was sent and they didnt have my ex husbands records on file. on 7/9 I was told packet would be overnighted. On 7/12 it arrived and I ***** the information. On 8/3 I received a letter stating they needed the copy of my divorce and copy of the domestic relations order. All was obtained and ***** back to Athene. Per ***** and Athene they received the information on 8/9/24. Now Im being told it will take them 3 to 6 weeks to review my packet. I believe they are purposely delaying processing of my payment. They are to backpay me from August 1, 2010. I believe Athene is trying to get out of paying anything to me.Business Response
Date: 09/10/2024
Thank you for the opportunity to review and respond to our customers concerns. To protect the contract owners privacy, we have provided a written response directly to her by ***************************** A response will not be posted to this site.Initial Complaint
Date:08/29/2024
Type:Product IssuesStatus: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 request a withdrawal of my money on August 19th. The Athene website informed that the transaction would be processed within 2 days. Today is August 28th and there is no sign of the money.Please deposit my money on my Regions account urgently!! I need the money!!Business Response
Date: 09/09/2024
Thank you for the opportunity to review and respond to our customers concerns. To protect the contract owners privacy, we have provided a written response directly to them by United States *************** A response will not be posted to this site.Initial Complaint
Date:08/05/2024
Type:Service or Repair IssuesStatus: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 have a 10 year multi-choice annuity instituted in 2003 with Aviva now Athene. contract number ******. with over $90,000 on account. I had asked for a withdrawal online for $20,000 out of the some $90,000 balance on 7/23. to be deposited by ETF transfer to my credit union in ************ Fl. This account has never changed, Athene has the info and have confirmed it online. I have called three ( 3) times to customer service, each time, giving the *** and they know who I am when I call. After the request for the transfer never came through as requested within a week, I called Athene customer service , they said the request would be put through in a few business days, again it never happened.I depended on these funds to pay contractors at my vacation cabin, I had to scramble to other accounts. ********************** claimed they could not reach me by phone, which was rediculous. They clicked in while I was actually speaking with customer service on that same line and asked him to verify me ! Obviously this did not happen ! I called once again 8/2, Friday, getting thru with *** when the funds did not appear in my checking account at my credit account. I spoke to two different customer service ***** each asking for my verification by fax, hard copy etc of the request. After taking quite a bit of time, speaking with supervisors. I held the line. I realize fraud is a problem, at this point I feel Athene is sandbagging and trying to hold my funds. I have now requested a $50,000 withdrawal and I will send them the email of the order, fax and hard copy required. However,if this is what a 77 year old senior has to go to get her own funds I will be withdrawing all funds from Athene by the beginning of next year. This is absolutely not acceptable from a business accredited by the BBB. I see there are quite a few 1 star reviews, I am not the only annuity holder having problems. !I want my request of the $50,000 this week, they have my data and will have hard copy of the request.Business Response
Date: 08/08/2024
At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We will contact the individual separately to respond to any concerns.Initial Complaint
Date:06/05/2024
Type:Service or Repair IssuesStatus: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.
1)*********************** Retirement plan was transferred to Athene last year. Was supposed to have online access by Jan 1. It was april.2)Sending me mailings regarding retirement payout (early commencement). Despite several calls to the named extension, emails and calling and being on hold over an hour, cannot make contact with anyone as its unclear if i need to opt out.Business Response
Date: 06/17/2024
At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We will contact the individual separately to respond to any concerns.Customer Answer
Date: 06/17/2024
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.
Sincerely,
*********************Initial Complaint
Date:05/15/2024
Type:Product IssuesStatus: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 father passed away in February. Since then, his wife (my mother) and I have been trying to collect his life insurance policy from Athene. They have sent wrong forms, claimed they haven't gotten forms, and blamed the postal service for extraordinary delays. They have not called when promised. My mother finally received the check, and within two days of being deposited, it had been recalled by Athene. They refused to deposit the funds in my bank and have now said they are investigating the recall of the check.Business Response
Date: 05/15/2024
Keeping Policy information secure and private is one of our top priorities. In compliance with state and federal privacy laws, we are required to restrict access to Policy information to the Policy Owner or authorized individuals. Therefore, because we have not received written authorization to release information to the Better Business Bureau, we are responding directly to the Complainant.
Our teams policy when handling complaints/inquiries is to work on the items in the order they are received. We are currently reviewing this matter and gathering appropriate information. As soon as this review process is complete,we will again correspond directly with the Complainant. We expect this process to be completed in approximately 7-10 business days from today. While we are reviewing this matter, we welcome the opportunity to address any additional questions or concerns the Complainant may have.
We will provide a written response to the consumer on or before June 3, 2024. Thank you.Customer Answer
Date: 05/16/2024
Complaint: 21706809
I am rejecting this response because it is not yet solved. I am glad to hear the issue is being worked on. Once the issue is resolved, Ill be glad to close the case.
Sincerely,
***** *****Initial Complaint
Date:05/07/2024
Type:Product IssuesStatus: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 July 11, 2023 my divorce was finalized. As a part of the divorce settlement, there was a QDRO order that stated that I should receive 50% of my ex husband's two pensions (one with Raytheon and one with Lockheed-******). Also, stated in the divorce decree was that a company called PASA, **** would handle preparation of the necessary QDRO documents and send them to the companies involved. The Raytheon QDRO was handled smoothly and final approval was in January with payments that started at the beginning of February. ATHENE in THE WOODLANDS, *****, which is administering the Lockheed-****** pension; has not even produced the draft that must go to the court for final approval. My ex-husband, the contact at PASA named ****, and I have all made numerous phone calls to Athene. Both my ex-husband and I have received many promises of callbacks from Athene, to get information on where in the process the production of the draft stands, and NOT ONCE have they called back when they said they would. In a letter dated January 10th, Athene requested 2 revisions to the draft. **** at PASA sent back the revised draft on January 25th. On February 22nd, I called Athene and confirmed that they had received the revised draft on January 25th. Since that time, I have made numerous phone calls, get conflicting information about the status of the draft and deal with a different rep every time I call. The only way I can contact them is through a phone call. The representatives never give their last name and state that there is no email through which to contact them. Both my ex-husband and I have been told on at least two occasions that the ticket (the way in which they track phone calls and document progress of the draft completion) was "accidentally" closed and that they would re-open it. Can someone please help me get some answers as it has now been 3 1/2 months since they received the draft revision and there appears to have been no progress in reaching it's completion.Business Response
Date: 05/08/2024
At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We will contact the individual separately to respond to any concerns.Customer Answer
Date: 05/08/2024
Complaint: 21674234
I am rejecting this response because:I reject this scripted/canned response from Athene. It does not, in any way, guarantee any action on their part. Until the long-awaited QDRO draft is complete, is approved by the courts, and finalized (resulting in pension payments), they have not completed their job.
Sincerely,
*********************************Business Response
Date: 05/16/2024
At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We have contacted the individual separately to respond to any concerns.Business Response
Date: 05/16/2024
At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We have contacted the individual separately to respond to any concerns.Initial Complaint
Date:04/02/2024
Type:Product IssuesStatus: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.
1/24/2024 completed pension annuity forms for 3/1 payment commencement and spoke to representative to confirm.1/29 submitted annuity choice authorization, W-9, and birth certificate. Received written confirmation from Athene of annuity choice.2/1 received confirmation from Athene of receipt of authorization form.2/8 received confirmation from Athene of data verification form.3/1 no pension payment was received. After 1 hour 26 minutes on a call to Athene a problem ticket was opened.3/7 Call to Athene. Supervisor could find no record of a ticket being opened. A second ticket was opened.3/16 Athene website stated ticket had been closed and problem resolved.3/20 Call to Athene. Supervisor said no payment instructions had been set up by Athene. A third ticket was opened.4/1 no pension payment was received.4/2 call to Athene. Supervisor said the annuity authorization had expired, the process must be started over and the March and April payments that were owed to me may or may not be paid.Business Response
Date: 04/02/2024
Thank you for the opportunity to review and respond to our customers concerns. We are currently researching the matter and will be mailing him/her our response soon. To protect the contract owners privacy, we will provide a written response directly to him/her by ************* Postal Service. A response will not be posted to this site.Customer Answer
Date: 04/02/2024
Complaint: 21518100
I am rejecting this response because:
This is an automated response and appears in every complaint filed against this company.
Sincerely,
*****************Business Response
Date: 04/09/2024
Thank you for letting us know about the consumer's rejection of our first response. In order to protect the financial and personal information of our customers, Athene does not post any contract information. When our review is completed, we will respond directly to the complainant via US Postal Mail. We appreciate your understanding.Initial Complaint
Date:03/28/2024
Type:Delivery IssuesStatus: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 offered a lump sum pay out by Athene January 2022 for 100.371.04 I was 60 almost at the time Now that I'm 62 I want to move this money to a different account It's now 79.195.44 That's a difference of 21.175.60 I asked since February 13 2024 of what happened to all this money and had countless dates of calling and being left on hold of where my money is I asked for my financial records for the past 2 years and they will not give them to me explaining why there is such a huge difference I have all the dates documented on my conversations on the phone and online chats with all the customer service reps names The last conversation was on 3/25/2024 asking for my financial records to be in my email on 3/26/2024 I have received nothing I need to know what happened to my money and as a client I am *********** my recordsBusiness Response
Date: 03/28/2024
Thank you for the opportunity to review and respond to our customers concerns. To protect the contract owners privacy, we have provided a written response directly to him/her by ************* Postal Service. A response will not be posted to this site.Customer Answer
Date: 04/04/2024
Complaint: 21495802
I am rejecting this response because: it's getting closer to the 10 day cut off and I have still not received any documents of all my gains and losses from March 2022-March 2024.This needed to be a priority on their part since I have been inquiring about my missing money since FebruaryThis needed to be done ASAP and again they say 7-10 days and that would not be enough time to resolve this issue
I do not want this closed until I receive the proper documents I need to see on my account
Sincerely,
*********************************Business Response
Date: 04/04/2024
At Athene, our integrity and reputation depend on our ability to do the right thing. The Company is committed to promoting a culture that encourages compliance with the law and all our policies and procedures. We will contact the individual separately to respond to any concerns.Initial Complaint
Date:03/08/2024
Type:Customer Service IssuesStatus: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.
3/8/24 logged on to account. Unable to login. Called ************, got an "agent" who asked for name, address, birth, ss#. She then put me on hold, within a matter or seconds I was disconnected. Called again, went through prompts asking for name, address, last 4 ss#. Agent told me I had to wait 24 hours for my account to reset and I could log-in. I wanted to change the bank for the direct deposit of my monthly payment. I was told I could do so online, or a form would be mailed to me. Policy prevented Athene representative from emailing me the form. 1. The quality of the calls were poor. Transmission had background noise.2. The lack of features surprised me, both on the website and the voice prompts. i.e. There was no specific voice prompt for website issues.3. At the end to the call, the representative asked if I wanted to complete a survey. I responded yes. I waited 4+ minutes on hold before the survey started. There was no way to specifically respond to my concerns about Athene, only the specific representative assisted me.Business Response
Date: 03/29/2024
Thank you for bringing this matter to our attention. To protect the privacy of our customers, Athene has responded directly to the consumer by US Postal Mail. She should receive our response in 5 - 7 days.Initial Complaint
Date:02/27/2024
Type:Customer Service IssuesStatus: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.
********************* recommended annuities products in a company that acted unethically and he would not address the problems causing undue tax ramifications. **** refused to even write a letter to Athene to ask them to fix the problem.Business Response
Date: 03/11/2024
Thank you for the opportunity to review and respond to our customers concerns. To protect the contract owners privacy, we have provided a written response directly to him/her by ************* Postal Service. A response will not be posted to this site.Customer Answer
Date: 03/11/2024
Complaint: 21336500
I am rejecting this response because: Athene has only acknowledged the complaint. They have taken no action to fix anything. Furthermore, my complaint is also against ********************* as representative of Athene and no action has been taken to contact him and his company.
Sincerely,
***************************Business Response
Date: 03/11/2024
Thank you for the opportunity to review and respond to our customers concerns. To protect the contract owners privacy, we have provided a written response directly to him/her by ************* Postal Service. A response will not be posted to this site.Customer Answer
Date: 03/11/2024
Complaint: 21336500
I am rejecting this response because: Once again, Athene has not addressed the issue in any way. They simply sent a letter, see attached, indicated they received the complaint. No action has been taken to rectify the problem, and again no action has been taken to address ********************* and his company. I am asking BBB to also take action with ********************* and ****** ************** LLC who is responsible for creating the situation in the first place.
Sincerely,
***************************
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