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:03/06/2023
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 invested my money 16 years ago with Athene. I have been working to transfer my funds out of this company because I choose to invest the money in another form to actually make money on my money. I have made such small amounts of interest on my money in comparison to what they have made investing it. Through the course of my time with Athene, I was never allowed to add any money to my annuity(falsely advertised and promoted to be able to do so) and so it had to sit until the surrender was up, otherwise I would have lost a lot of my money. That being said. February 6 was my surrender. I filed for a transfer of funds to another company, I was told that this would take 14 business days. I have called weekly and have been given the run around on why it hasnt been taken care of yet. Today is March 6. I looking to miss out on a window of time opportunity based on their negligence to uphold their policy to surrender. I am very disturbed by this. My questions are, what are they doing with my money that they dont want to transfer it out? How is this right? I want this resolved now as to not miss out on my own gain with another company.Business Response
Date: 03/14/2023
Thank you for providing us the opportunity to review this matter. To protect the privacy and financial security of our customers, we have reached out to the complainant directly and provided a response via US Mail.Customer Answer
Date: 03/24/2023
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.
Sincerely,
*********************Initial Complaint
Date:03/01/2023
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.
Athene is benefits administrator for my Mother's retirement pension plan. She passed away February 13, 2022. Athene sent me an incorrect tax form ****-R for the entire twelve months of 2022. Athene should mail me the corrected ****-R for only January and February 2022. I have been calling Athene *************) since January 27, 2023 asking for them to send me the corrected ****-R. They are not giving me the corrected ****-R and no explanation for the delay. Athene's ticket number for this complaint is *******.Business Response
Date: 03/08/2023
For privacy purposes, a response will be sent directly to the complainant.Initial Complaint
Date:02/13/2023
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.
In November of 2022 I have forwarded 3 POAs to Athene per their instructions. I have received no response to anything I have sent. I am dealing with a former ********************* Division Employee who is 83 years old & suffering from dementia. I cannot sign on to their online dashboard because they "do not recognize his SS# or DOB" but he gets pension checks from Northern *********** documents from Athene/Northern Trust. This man's affairs are in chaos & as POA I need information, he is also in failing health. He has children that have passed away. This company is almost criminal in their lack of communication. At this point my only option is legal action. Their customer service is a joke, there is no customer service. I did a regular mailing & 2 PDF's per their ************* *** have heard nothing. I am in fear this man will pass away before Athene helps *********** his whole estate into more chaos. Athene is without integrity in their efforts to help service clients of advanced years.Business Response
Date: 02/14/2023
Athene has contacted the complainant and will continue to work directly with her to address her concerns. To protect the privacy and financial security of our customers, our response will be provided directly to the owner or their authorized representative by US Mail.Initial Complaint
Date:02/13/2023
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.
Have been waiting on athene for over a year on an annuity that was part of an inheritance of my late mother's estate. These people seemingly have no conscience whatsoever especially when it comes to their customer service department who after waiting for 50 minutes to an hour and a half in each phone call, they have it down to a science their train puppets and customer service our experts and not answering anything directly or giving you anything of substance to go with. If I don't get results very quickly I will litigate. One doesn't have to do a ****** search or any other kind of search real long to realize that this is a pattern with this company. It's absolutely pathetic.Business Response
Date: 02/15/2023
We are unable to connect this communication to a contract owner and number. As such, we reached out to **************** via email and phone but did not receive a response. If the individual will return Athenes email and provide a contract number/owner name, we would be happy to research the matter and respond. In the alternative, they can receive assistance by emailing **************************************************** or calling ************. Thank you.Initial Complaint
Date:02/06/2023
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.
Athene Annuity and Life Company Policy # ******AAI.I originally contacted Athene on October 7, 2022 to notify them of my mother's death and asked them what they needed in order to settle the claim. They said they will mail out a claim form to the beneficiary by Friday, October 21, 2022.No form was sent, so I called Athene again on December 1, 2022 and talked to *******. We emailed required documents to ************************************* They told me they would call back in **** business days. No call back.I called again on Dec 22, 2022. I was then told that I needed to provide a Court Appointed Executor document. I emailed them the document requested to settle the claim on 12/28/2022. Again, no response from them, so I sent another email to them on 1/3/2023 to get an update on the status of my claim. Again, no response. On 1/13/2023 I emailed them again to get an update on my claim. On 1/17/2023 I received an Annuity Claim Form Statement of Beneficiary to fill out and FAX to ************.On 1/19/2023 I FAXed them the Annuity Claim Form Statement of Beneficiary. On 1/31/2023 and daily since then, I email Athene to get a status update on my claim, with no response from them.Athene has deliberately stalled payment on this claim for 4 months by ignoring me, not contacting or returning my emails with an answer and everytime I get ahold of them, it's another form to fill out and return to them.An easy solution is to settle the claim and pay out to the beneficiaries, like the other insurance and financial agencies have already done.Athene's stall tactics and incompetence is childish and ridiculous! Unprofessional to say the least!Business Response
Date: 02/21/2023
In order to protect the privacy and financial security of our customers, Athene contacted the complainant directly. We now consider this matter closed.Initial Complaint
Date:01/12/2023
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 waiting since March 2022 on a request with JCPenney powerline and I was told Athene is handling this and no one has responded to my request. I also sent them a letter about a discrepancy in my pension payout. Ive called several times and talked to both Powerline and Athene with no response. The letter I sent in October was received without a response.Business Response
Date: 01/17/2023
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:01/05/2023
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 a survivor pension from my late wife that begins to pay on 3/1/23. I have been trying to being the process for over 2 months now. I am not able to do it myself because I am the beneficiary, not the employee. They have opened 2 tickets so far to work on this but still nothing. I have commented on the latest ticket ******* to ask them a status and there is never a response. All I want is to know my options to collect this benefit and have it done for the stated date. Their website says to begin the process 120 days in advance, which I tried to do. We are 60 days away now and still no help from them.Business Response
Date: 01/05/2023
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: 01/06/2023
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.
Sincerely,
*******************************Initial Complaint
Date:12/28/2022
Type:Service or Repair 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.
Hello, my name is *****************************. I am writing on behalf of my mother *****************************************, she is 89 and bedbound and lives with me and provide her care. i am her *** and her Healthcare *** although she is of sound mind. She has an annuity that she needs to close as she needs to go into long term care, not that this should make a difference to this company although i have let them know repeatedly. i help fill out the paper work for her and she signed it, and i sent it certified mall around November 21 2022. they did not ask for a notarized signature. They then sent the paperwork back asking for it to be notarized, i called a friend and she had someone come too our home and notarize it that NIGHT(attached). of course there was *********** to notarize the signature and it was done on a legal notary form used for when there is not a place for a notarized signature on a form) This was on 12/12/2022. I was told repeatedly on the phone(they really didn't want to talk to her/us because she couldn't remember her password from 20 years ago that it would ***********-8 business days- she also told them on the phone to talk to me about anything and i did provide the *** papers. It is not over a month later with several emails and phone calls telling me many different versions of what is going on in a generic sort of way since they are not allowed to tell me anything because the annuity is in her name.. This is her money and she needs it. How can they get away with not sending her much needed money. Can you please help us? My phone number is ************. Please help us resolve this matter. I have uploaded the relevant paperwork provided to them.Most sincerely,*****************************Business Response
Date: 01/09/2023
In order to protect the confidentiality of our customers, Athene has responded directly to the complainant by telephone and **** Mail. Thank you for the opportunity to address our customer's concerns.Initial Complaint
Date:10/27/2022
Type:Billing 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 have been trying to contact Athene for the past 10 days to withdraw my funds from their account before my November 6, 2022 anniversary date. I was trying to do this closer to my date but so I did not have to pay a penalty, but I cannot get through to the company by phone. I faxed information to the company on October 21 and have not heard back from them. I went into the account today to try to withdraw the funds but I could only withdraw the amount that is not penalized. I want my money to pay off my son's student loan. If I thought it was going to be this much trouble, I would have tried to get this money and paid the penalty.Business Response
Date: 10/28/2022
In order to protect the privacy and security of our customers, Athene has reached out directly to the consumer and is working toward a solution of her concerns.Initial Complaint
Date:10/10/2022
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.
Aug. 17: I sent a $250K bank ck. to Athene for a 5 yr. fixed annuity. They cashed the ck. immediately thereafter.Sept. 20: After over a month delay resulting in no contract I called to have money returned. Sept 28: Called to determine if refund sent....no....in process. I was told it takes 5-7 business days.Oct. 10: Called to determine if refund sent....no...still in process.I am suspecting gross incompetence, negligence or fraud. I have relinquished use of retirement funds for almost 2 months without any compensation or even substantive answers. The last I spoke, *****, said he was not authorized to discuss details with me even though it is my money.Please see what you can do for me...ref #**********.Regards, *******************Business Response
Date: 10/24/2022
In order to safeguard the private information belonging to Athene customers, we have contacted the consumer directly.
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