Complaints

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:02/10/2025

  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 received a letter in the mail and someone tried to open an account with my name

  Business Response

  Date: 02/18/2025

  Thank you for providing us this information. Unfortunately, we were unable to identify the customer and need more information. Please contact us at ************** so we can respond.

• Initial Complaint

  Date:01/11/2025

  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 was awarded a life insurance policy-financial product in a will, my father passed away and Assurian will not pay out the claim. I have filed for it three times and they are "denying" my claim. They have my name, address, social, and death certificate. It's all they need. I have filed for several months and they are always whining about THEIR claim number that is already on the form. They are just refusing to pay it out without a valid reason. I dont know if this company is reputable or not but I would not recommend them. I want my money. It's not theirs and they wont give it to me.. Deny and ***** is still alive and well in the *********** area. Do they even read the news? I am disabled from a stroke and they seem to be having a blast hanging up on me and not paying the claim. I WANT MY MONEY. Does that state have an insurance commissioner that can help me get my money back from these thieves? Everyone else got their money in two weeks. They are having too much fun harassing the disabled guy. I am on social security disability and a NY disability pension. They are just having too much fun, and someone needs to step in. They just keep telling me to fill out forms so they can reject them for silly reason so they can keep my money. This has been ongoing since the Summer. They refuse to tell me what they need. I dont know what they want. They wont give me my money. There is only one goal her. Get what's mine. They wait six weeks and then tell you there is a problem. They are real scum. My scanner is broke, I will try to get you the patently ridiculous FORM letters of denial which incluse the stupid claim number they are so **** retentive about. They cant write? This is very wrong and financial harrassment of a disabled citizen.

  Business Response

  Date: 01/27/2025

  Thank you for this information. In keeping with state and federal privacy laws and to protect the privacy of our customer, we are unable to provide our response via the Better Business Bureau public website. We will respond directly to the customer.  

• Initial Complaint

  Date:12/19/2024

  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.

  I had optional life insurance through a group policy from my retirement account. I set it up to autopay. This has been working fine for almost 3 years. I received a cancelation letter for nonpayment. Calling customer service, and they said I had never been set for autopay. The people were ignorant of the system and insinuated that I was lying. I asked for a manager to call me, and no one did. When I went to log onto my account, the system said my account did not exist. These people should be shut down and fined.

  Business Response

  Date: 12/19/2024

  Thank you for informing us about this consumer feedback. We will respond directly to the customer. In accordance with state and federal privacy laws and to protect the privacy of our customer, we are unable to provide details of our response to the Better Business Bureau via its public website. 
  

  Customer Answer

  Date: 12/19/2024

   I am rejecting this response because:

  I need more time for them to contact me. It says they will. I can't accept yet, but I am happy to if they reply with a solution. I am filing a complaint with the state of ******** as well.
  
  

  
  

  Business Response

  Date: 12/26/2024

  Thank you for informing us about this consumer feedback. We will respond directly to the customer. In accordance with state and federal privacy laws and to protect the privacy of our customer, we are unable to provide details of our response to the Better Business Bureau via its public website. 

• Initial Complaint

  Date:08/28/2024

  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.

  I have tried numerous times to cancel my policy. I have contracted them through their online contact us to get the forms needed to cancel their policy. The forms are NOT available online to fill out and send in. They will NOT send them by electronic communication (email) when asking for them through electronic communication (email). Instead they want you to call and speak to a person to have them send an email. They will NOT mail the form, well they said they sent it out, but I have never received it. They just charged my bank account again, and I want the charge for this month refunded and the policy cancelled once and for all. I am tired of reaching out and being ignored and dealing with this company.

  Business Response

  Date: 08/29/2024

  Thank you for this information. In keeping with state and federal privacy laws and to protect the privacy of our customer, we are unable to provide our response via the Better Business Bureau public website. We will respond directly to the customer. 

  Customer Answer

  Date: 08/29/2024

   I am rejecting this response because:
  
  I have reached out MULTIPLE TIMES to the business and they WILL NOT RESPOND. I am beyond frustrated and tired of dealing with these people. I just want the policy cancelled and the payment that was just taken out refunded. It should not be this difficult to cancel a policy. 

• Initial Complaint

  Date:08/22/2024

  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.

  Securian Financial are deliberately ignoring disability information requested by closing claims when asking for additional information and not providing time for the email forms to be received. My neurologists confirmed that I am unable to engage in work due to progressive Multiple Sclerosis, the Claims Examiner who has been dealing with my case, ignored what the neurologist stated on the form, claiming that he needed to refilled when I spoke to her today. I requested the form again and asked to speak to her manager as she accused me of not having a real disability and I could work elsewhere when my disability is progressive and I am unable to as verified by my neurologist. I have multiple Sclerosis and my neurologist indicated that I have increasing disability ailments. The representatives stated that the neurologist did not fill areas related to cardiology when he would not as he is not a cardiologist. I also confirmed that I have not been working since March 4 as a result of my progressive disability condition which causes me not to be able to work. Instead of allowing me to receive the new form to provide to my neurologist so that he could provide more information, they claimed to be emailing me the form but closed the case anyway and made their decision before receiving the information that earlier said was necessary thereby deliberately ignoring the information which they knew could be verified. This was unethical and completely unprofessional as my disability means I am unable to work and they are ensuring that my application for disability relief from ****** *** is hindered because Client Examiner ******* and her manager **** was being deliberately obstructive when they were aware that my disability is legitimate and I am unable to work as confirmed by my neurologist

  Business Response

  Date: 08/22/2024

   

  Thank you for this consumer feedback notification. We will respond directly to the customer. We are unable to provide details of our response on the Better Business Bureau public website, in keeping with state and federal privacy laws and to protect the privacy of our customer.

  Customer Answer

  Date: 08/27/2024

   I am rejecting this response because:
  
  By contacting BBB, I am given  the BBB  my express permission to intervene and contact Securian Financial due to the unethical practices which Securian Financial have engaged in by requesting medical information from me, not waiting for me to receive their written request  so that my specialist could provide more information and for ignoring the information which they have previously been provided with  by my specialist ( neurologist) . Instead Securian Financial have rejected the information because they have said that my neurologist did not comment about queries they had regarding cardiological issues. A neurologist who specializes in multiple sclerosis and  focuses on issues of the brain and nervous system which has caused my disability condition, does not  verify issues of the heart ( cardiology). He has already confirmed that my ** permanent, progressive and it is a disabling condition which I have. Despite this, Securian financial have ignored this. When I spoke to Securian Financial representatives, they became belligerent, hostile and then maliciously closed out my case  without receiving any updated forms which they claimed were necessary to make a decision as I had not yet received them to give to my doctor. The unethical actions of Securian Financial highlights that due process is not being followed  and they are deliberately misleading their client  ****** *** who has asked them to obtain details from me. Despite this, by not allowing me the opportunity to provide more information and closing out my case before I even received the request via mail so that my neurologist could provide more details the information they requested, representatives were both deliberately misrepresenting what they know is inaccurate by closing my pending case before receiving further information. I would like senior management intervention as it is clearly unethical to operate in such a fashion

• Initial Complaint

  Date:07/16/2024

  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 file this claim over 5 months ago sent them everything they need as well make sure everything was fill out I fax over all paper work I do have document conversation each time I call about my husband claim to point they lost paper work had to resend them they sending me letters saying I don't have to do anything cause they have everything they need now they sending me the same paperwork I sent 4 times saying they exhaust where my ****** wanted me which is next to kin to sign a HIPPA paper that sign sent to this company 5 times I fill who ever working on my claim I need someone new cause it seem there Losing my paper work and have a clue what to do please reach out to me about my husband claim.. and I know by me reaching out and filing this complaint my claim will more likely get denied cause this company upset I file a complaint I need this company to reach out to me. it was plenty time I been calling even ask the person that handling my claim to call me still until this day no call y'all just keep sending paper out one say I don't need to do nothing then get another on ya'll asking for documents you already have

  Business Response

  Date: 07/16/2024

  Thank you for this information. In keeping with state and federal privacy laws and to protect the privacy of our customer, we are unable to provide our response via the Better Business Bureau public website. We will respond directly to the customer. 

• Initial Complaint

  Date:06/11/2024

  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 reached out to securion several time about my 401k plan. They told me repeatedly that the transferred there 401k to standard. They transferred me to standard several time. But ******* could not find my 401k and insisted I call securion as they never received my 401k plan. I have reached out several times and been told they do not have my 401k it has been sent to standard. As of now I would like a real response to this problem. ******** had my account as of march ******* as per the statement they sent in the mail.

  Business Response

  Date: 06/13/2024

  Thank you for this consumer feedback. We will respond directly to the customer. We are not able to provide our response on the Better Business Bureau public website in keeping with state and federal privacy laws and to protect the privacy of our customer.

• Initial Complaint

  Date:05/22/2024

  Type:Delivery 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.

  After much communication with the US Bank's employee benefit services over 11 weeks I have still not received my portion of my mother's Life insurance policy.

  Business Response

  Date: 05/23/2024

  Thank you for informing us about this consumer feedback. Due to state and federal laws to protect the privacy of our customers, we are unable to provide details of our response to the Better Business Bureau via its public website. We will send a response directly to the customer.

  Customer Answer

  Date: 05/24/2024

   I am rejecting this response because:
  
  I want to know when i can expect the payment check for my portion of the Life insurance policy.  I have contacted the wa state insurance commisioner and have a case started there also.  I am not going to stop action until US Bank and their subcontractors fulfill their policy obligations. 

  Business Response

  Date: 05/24/2024

  Thank you for this consumer feedback notification. We will respond directly to the customer. We are unable to provide details of our response on the Better Business Bureau public website, in keeping with state and federal privacy laws and to protect the privacy of our customer.

• Initial Complaint

  Date:05/16/2024

  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.

  On 2/29 we contacted US Bank Retires to report the death of ***************************. I was told they mailed the packet on 3/6 and it would be 7-10 days which the packet promised was never received. On 4-11 they did say they have received the death certificate which **** had faxed. We have spoken with a Life Benefits Specialists named a Larm countless times ************** (2/29, 3/13, 4/11, 4/19) and also US Bank Retiree ************** (3/15, 3/20, 3/28, 4/17, 5/15) On 4/17 it was promised by Larm to overnight the paperwork needed but that never happened. On 4/19 forms were emailed to both beneficiaries **** and ***************************** (******* sons) to fill out called preference beneficiary statement, which both *********************** and ***************************** had filled out and faxed to ************** as soon the forms were received. To this date both **** and ******* have not received 50% each of the total death benefits ****** had set up for both of her sons.

  Business Response

  Date: 05/21/2024

  Thank you for informing us about this consumer feedback. We will respond directly to the customer. In accordance with state and federal privacy laws and to protect the privacy of our customer, we are unable to provide details of our response to the Better Business Bureau via its public website. 

  Customer Answer

  Date: 05/29/2024

   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.

• Initial Complaint

  Date:04/05/2024

  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 am calling in regarding this company customer service rep name ***** i was talking to her about my claim the conversation about my husband death ands paper work that was being requested and other information about my husband medical has conversation go on she stated being rude and nasty then she try to say i was talking loud when i keep the same tone with the whole call i keep asking question about whats going on with my husband started to be rude and disrespectful she kept talking over me i told rep was recording call this is sad on how a company treat a grieving wife... there no sympathy this rep could not handle this call i did record the whole conversation from start to finish .. then i call monday where the claim rep handle my husband claim was suppose to call me never received no call .

  Business Response

  Date: 04/05/2024

  Thank you for this information. In keeping with state and federal privacy laws and to protect the privacy of our customer, we are unable to provide our response via the Better Business Bureau public website. We will respond directly to the customer.