Complaints

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

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  Athene USA

  7700 Mills Civic Pkwy West Des Moines, IA 50266-3862

  
• 

  Athene USA

  1080 Jordan Creek Pkwy West Des Moines, IA 50266-6004

  

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:07/17/2023

  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.

  Athene has exhibited gross negligence in allowing policy holders to pay premiums and resolve service issues on certain policies serviced by ********************* Athene has made it impossible for me to pay the annual premium on my life insurance policy, potentially forcing it into default and cancelation. Athene has subcontracted with ******************** to service my policy but requires Protective to use an outdated, broken website to receive payments. Protective has been unable to fix problems with the Athene website to allow me to update my login and payment information and refuses to accept payment over the phone, per Athene's instructions. Athene's failure to maintain it's policyholder web portal at ********************************** and to provide non-web based options for premium payments appears designed to force policies into cancelation for nonpayment. I have paid premiums for over a decade on this policy and don't know where to turn. Protective customer service reps have been sympathetic but tell me Athene controls the system and has not maintained its functionality. My Athene policy number is LL5076099. My premium payment was due 7/6/23 but the card on file is no longer active and needs to be updated. Athene sent me a letter saying I have a 31 day grace ****** to update the payment information, but as stated, their broken system has prevented all attempts to follow this critical step.

  Business Response

  Date: 07/20/2023

  We sincerely apologize to ********** for the issues he has experienced while attempting to pay the premium due through our online customer website.  This issue has been escalated to the company that maintains the website.  We contacted ********** and he authorized a one-time draft to pay the annual premium that was due.

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20333524
  
  I am rejecting this response because: The online access to my account is still not working. 

  It is true that Athene's servicing agent, ********************* reached out and facilitated a special one-time bank draft to ensure my life policy continues in force.  However, that was only part of the complaint.  

  In Athene's BBB response they claim to have "escalated" the web access issue to the company that manages the site.  This is a poor choice of words, since the website management company is a contractor employed by Athene.  In my reading Athene has failed to own the problem and chosen to deflect responsibility onto it's unidentified contractor.  They have not provided any accountability information about when the faulty website will be fixed or who will be providing me and the BBB with updates, and ultimately, with a modern, working customer web portal.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair 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 have been calling Athene and talking to different reps about this case since August 2022. I had money sent to account #********* from ***************** ***** Bank in the amount of ********. @ August 18, 2022. No one can tell me what happen to this money, where it was posted or who the account # above is maintained by. I received *** 2022 contribution info from other accounts but not a copy B info form from the amount mentioned above. This account number was given to me by the ********************** representative to use before my permanent account was established. **************** say they will call me in a day or so but that does not happen. My account number is #*********************************** and hopefully someone can read the case and get me an answer.

  Business Response

  Date: 07/24/2023

  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 by United ********************* mailed 7/24/23.  A response will not be posted to this site.  

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair 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.

  - Filed beneficiary claim Oct 2022 for annuity where beneficiaries have predeceased the policy owner and I am claiming on behalf of the estate - No response/had not reviewed claim (despite calling weekly) until Jan 2023.Response was that they updated the form version, new one released 01/23 and I had to resubmit that one - No response/had not reviewed claim (despite calling weekly) until Feb 2023 where they told me I filled the form out wrong, need to resubmit requesting continued monthly annuity payments vice lump sum - March ***************************************************************** unclaimed property if I dont file a claim - March 2023 called and they told me I filled out the wrong form, gave me a new one (requested SSNs so I sent via **** vice email)- April 2023 called and they had not received the form - May 2023 called, received it but the form was blank, resubmitted via email - June 2023 called and found out they gave me an employees email and not the document submission email, resubmitted 6/9/23 - 7/14/23 have been calling weekly, requested rush on the account three weeks in a row, they have not reviewed the claim yet

  Business Response

  Date: 07/17/2023

  Thank you for bringing this matter to our attention.  We have reached out to the complainant and will continue to correspond directly with the complainant.  To ensure our customer's privacy and financial security, no contract information will be provided via this website. 

  Thank you,

  Athene Compliance

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair 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.

  The communication with this company is terrible. The only time I receive updates is when I cal them and even then its vague. I am awaiting the funds release from the passing of my mother which occurred 3/25/20. My beneficiary paperwork has been approved since 3/23. I have called twice a month since then and each time I keep being told Athene Annuity and Life Assurance Company is waiting on the state to release the funds back to them. I called again today 6/20/23 and was told the same thing. I have yet to receive any documents stating the policy information as the beneficiary of the annuity account. I only have what they have verbally told me and the amount given. I would think by now they wouldve given me some form of documentation stating amount of initial back. pay out from 2020-2023 as stated by customer service they are to occur every June. I would like the dates of payouts and the amount to be paid. I feel without that they can continue to tell me anything.

  Business Response

  Date: 06/30/2023

  Thank you for bringing this to our attention.  To protect the privacy and financial security of our customers, we will respond to the consumer directly via *****

• Initial Complaint

  Date:06/07/2023

  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.

  BBB limits my text, so you wont get the full story.I notified Athene via fax of my fathers passing in December of 2022 with a copy of the death certificate and updated them with my current address. I received a brief verification correspondence from them December 27th to my correct address but incorrectly spelling my last name even though it was given to them correctly.Even know they had my correct address and I was receiving correspondence there, at the end they told me they had to update my address to the one they were already sending mail to. After that someone changed my address without my knowledge or permission to my deceased fathers address. I also just found out they never contacted the other beneficiary as I gave them his current address. This company should be shut down. They have weaponized incompetence to a new level. Still havent received a dime and its June 2023.They are holding back 20% of my payout "for federal withholding tax" even though they should be well-aware death benefits are non-taxable according to IRS Tax Code 26 ss 101. Makes one suspicious they are doing so to keep those funds in their interest-bearing accounts as long as possible.The only acceptable resolution is a formal letter of apology and to overnight my checks to my correct address.

  Business Response

  Date: 06/20/2023

  For privacy of the client, our response has been mailed directly to the client via ****** **********************

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20148772
  
  I am rejecting this response because:

  Even know there was plenty of time for a formal in writing apology, no attempt was made on behalf of Athene/*********************.  ************************* made contact but made no effort to return my emails or call in the week following my complaint.  I received no resolution to there fraud until I went to there governing body.  They dont want to apologize on record here because they are cowards without accountability.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/20/2023

  Type:Customer Service 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.

  Athene is not acknowledging or honoring withdrawal requests in a timely manner.I initiated a request early April. Because I made an error on the form, I withdrew and resubmitted. They never processed the form.What I have experienced is that they do not process the form until you call them for a status update. Then they say they will not complete processing for up to eight days, even if the form was submitted over a week prior to the client calling them.This seems to be a delay tactic and if I don't have my withdrawal by the end of next week, I am posting another complaint.

  Business Response

  Date: 05/11/2023

  To preserve the privacy and security of our customers, Athene will respond to the complainant's concerns directly.  Thank you.

• Initial Complaint

  Date:03/28/2023

  Type:Service or Repair 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 belong to the *** pension that Athene took over. They owe me back pay for two months August and September of 2022. They have said the checks are in the mail several times. I have not received. Its been well over 10 business days. They have been giving me the runaround since last year. They keep closing my ticket saying that its been resolved. It hasnt been resolved. Please help!

  Business Response

  Date: 03/30/2023

  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 by United ********************* mailed 3/30/23.  A response will not be posted to this site.

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair 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 am an assistant for a financial advisor. Client is *******************************. Athene #AA10115246. This was a simple transfer from Athene (during a 30-day window) to ******************** #******T for a better interest rate. The rate hold is 45 days. The 45th day is today, 03/27/23. This annuity is an *** and client was taking Q ***'s. Only one *** had been processed this tax year. There were clear instructions on the transfer paperwork & a phone call was made (I spoke with **** on 03/06/23) to follow up with verbal instructions to send the balance of the *** prior to transfer to new company. The new company rec'd a transfer check on 03/17/23 and it was clear from the amount that the *** was not sent to client. The new company does not allow any penalty free distributions in the 1st year. New company was instructed to NOT cash check because Athene said they would reissue corrected check in 1-2 biz days (everyone has said this time frame) if we could confirm they would not attempt to cash check. Spoke with ***** on 03/20/23 regarding this. Called again 03/22/23 to check on status. Spoke with *****. She will research and call me back next a.m. ***** called mid morning on 03/23/23 and said it was done and new check has been sent via ****** Called new company early p.m. on 03/24/23 and they said no check rec'd. Spoke with ****** then senior rep *** on 03/24/23 as I am now being told that check has NOT been sent and might be sent on Monday. So, there is zero chance that it will be received prior to end of rate hold. Rates have since changed from 5.0% to 4.9%. After a lengthy call with ******** indicated the only acceptable solution is for someone there to make this happen by the end of the day. She indicated that she could email an undisclosed department (her only way of contacting them) and maybe someone will do it. It was not done. As of 03/27/23 Athene has confirmed it is NOT done and it "might" go out today. This will be too late to save the interest rate.

  Business Response

  Date: 03/28/2023

  Thank you for the opportunity to review and respond to our customers concerns.  To protect the contract owners privacy, we have mailed a written response directly to her by United States Postal Service.  A response will not be posted to this site.

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19857180
  
  I am rejecting this response because:  According to our client, this letter only states that a complaint has been made and they are researching the information.  Some additional information is also available...Athene had made mention numerous times that the vender they use for overnight mail is Federal Express.  The corrected check was finally mailed out on Monday, March 27th and was sent via **** Express.  This took two days to arrive.  ***** at Athene had no known reason why a different overnight service was used.  The good news is that ******************** as finally received the funds and has issued a policy for the interest rate of 5.0%.  Apparently they gave me an incorrect rate hold deadline.  It was in fact received on day 44 of a 45 day rate hold.  The client will advise us when any additional communication is received from Athene that addresses this complaint.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/11/2023

  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 United ********************* which was mailed on March 28, 2023.  A response will not be posted to this site.

  Business Response

  Date: 04/11/2023

  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 United ********************* which was mailed on March 28, 2023.  A response will not be posted to this site.
  

  
  

  Customer Answer

  Date: 04/14/2023

   
  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 ONLY because the check was received just in time to retain her interest rate.  One item that was left out of Athene's response was that someone from their office (*****) called me on March 23rd and told me the check was mailed overnight to ******************** when in fact it was NOT and would not be mailed for several more days.  That was the main reason for my complaint and it was NOT acknowledged in any way.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair 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.

  My mom passed away in April of 2022. My brother and I are the beneficiaries of her estate. I have contacted Athene a minimum of 10 times to try and resolve her estate (this is the only part left that has not been resolved). EVERY time I call they say "your packet will be sent and expect it to take 7 to 10 days to arrive" and it never gets here. Somehow I have no issue getting any other type of mail, so I can only assume that they are lying and really aren't sending anything at all.It is cruel to constantly have to relive this, and it's clear that they are doing everything in their power to keep the balance - basically steal from her estate.Unfortunately my mother's records were not complete, and Athene won't tell me the amount. I very much do not like having to rely on their word for what that amount truly is, because I have no reason to trust them at this point. I feel like, whatever I get back, it will not be the full amount.

  Business Response

  Date: 03/23/2023

  Tell us why 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: 03/23/2023

   
  Better Business Bureau:
  
  I will believe their response when they actually reach out to me AND resolve my case.  At this point I have no faith that they will do so in a fair manner, or that they will actually give me the full value of my claim
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 03/27/2023

  A call back is a good next step but I need resolution of this issue and that means full payment of the annuity, plus interest.  Additionally, I would like an accounting of the accounts activities from the date it was opened.  I request this because it has been almost a year that I have been trying to get a resolution from Athene and nothing has happened other than roadblocks and misinformation from Athene representatives.  At this point, I have zero trust that the amount you ultimately send will have any resemblance to what is actually in the account.  ********************** has consistently prevented me from collecting this annuity, choosing instead to hang on to what is not rightfully theirs.

  Business Response

  Date: 04/17/2023

  Hello, We mailed a written response to the complainant on 04/12/23. Please allow time for the postal delivery. Thank you. 

• Initial Complaint

  Date:03/14/2023

  Type:Order 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.

  My husband and I bought an annuity from Athene on March 6, 2018. We were informed by our producer *********************** that the annuity may not earn any money, but it will never decrease. The annuity has not earned anything for the past 5 years. We decided to surrender the annuity March 14, 2023. We understood the early surrender fee but an additional $2,578.85 was taken out for a ******* Value Adjustment. As stated, we were told the value will never decrease. Our contract Number is AA10117469. We paid $50,000 for the annuity. We were given a $1,500 sign up bonus. As of March 6, 2023, the surrender value is $46,118.65. This was a ten- year contract. We spoke with **********, who did not give his last name. My husband and I want to receive the additional $2,578.85 that was taken out. We do not understand the explanation that was given, nor do we believe it.

  Business Response

  Date: 03/16/2023

  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 Postal Service.  A response will not be posted to this site.