ComplaintsforThe Prudential Insurance Company of America

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have called 2 times and sent 2 letters with no replies. I want to cash in my life insurance policy- ******** and no one will reply to me. I no longer need the policy because I have already taken care of all my final wishes with a nursing home. The face value of the policy was $25000 but I also have paid up additional monies on the policy.

  Customer response

  05/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  **** * *****

• Initial Complaint

  04/16/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  February 26, 2024 notified Prudential (via phone) of family death to initiate claim for $10,000 death benefit. Representative informed me that she had all the information needed and the benefit would be deposited in my bank account within 10-15 business days. Weeks later, I received claim forms in the mail which I filled out and returned. March 21, 2024 Prudential received claim paperwork certified mail. Claim #************* I have made numerous calls to Prudential checking on the status of this claim and have been provided with the same inaccurate information each time. April 2, 2024 - I was initially told that they needed a bill from the funeral home in order to process the claim. I explained that I included the funeral agreement with the original paperwork as requested; however, the funeral bill was paid in full. Once again, I was assured that the claim would be processed. April 8, 2024 - After receiving nothing, I called again and had the same conversation as described above. The representative then added that my claim could not be done electronically because I was the sole beneficiary and my bank account was held jointly with my husband. Ended phone call with the same assurance that the claim would move forward. April 15, 2024 - Same conversation about paying the funeral home. This time, I insisted that they call the funeral home for confirmation while I was on hold. After getting a verbal confirmation from the funeral home, they informed me that now they are waiting for documentation that the bill was paid. Again, I told them that I provided the funeral documents when the initial claim was filed. I don't understand Prudential's total fixation with the funeral home. Prudential has no contract nor obligation to pay any funeral expenses. I am the sole beneficiary on this policy and am owed $10,000. Prudential is doing everything possible to avoid paying on this death benefit claim.

  Customer response

  05/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  ******** ****

• Initial Complaint

  04/08/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  My dad ************************* has a life insurance policy with prudential its about to laps and they cant give us any info or find it in the computer please help ************

• Initial Complaint

  04/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Im a beneficiary trying to close out my portion due to my Mothers death. On 3-22-2024 I received a Reference #******** This Empower group is holding up the process and just about impossible to get ahold of anyone who has answers to why this is so hard to get done and for all involved to move forward. I have sent all required documents to them.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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).

  Customer response

  04/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  They are doing nothing to rectify the issue. 4 months of dealing with this and they stated that yes we made a mistake and ruined your taxes but we're not going to do anything about it. Completely useless imbeciles at Prudential. I hope it comes back to bite you one day. I know I sure will, look out! Lavi w****** is a useless ***** and I hope he gets everything he deserves in this life and the next. **** ***. 
  
  
  Regards,
  ******* ******** 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I called years ago during the pandemic to close out my policy and never received a check.I currently for the last three days have spoken to four different people yet have not received a check although I was told I was being charged $25 fee to overnight my payout to me yesterday.This morning I called to get tracking number and was told it was not sent.I would like my payout overnighted to me ASAP-today if at all possible. I was told it was expedited yet still have not received word yet at 1:30pm cst. I believe there should be a review of the process that Prudential (and other companies) use to do payouts. I would also like access to the portal which I still have not been able to see in the last three days. I have changed my email and address years ago and they still had an old email to which I no longer have access. First check sent to me and then a. review to se if additional monies are owed in interest. In addition, I also reached out to *********************' office who is/was the agent on file for the policy to followup and expedite.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had to file a death claim with Prudential after the loss of my mother. I asked for my funds to be deposited into my checking account electronically but Prudential mailed a check that I was not able to cash due to the large amount and there not being any local branches for my bank. This has caused me even more stress during my grieving process. I was told by Prudential that there was an issue with my bank account that they would not specify, I went over my paperwork again and informed Prudential that all of the information was correct. I contacted Prudential on 3/11/24 at phone number 1-***-***-**** and asked for the check to be voided and the funds be electronically sent to my checking account. I called back on 3/14/24 to check the status and was ensured my request was being processed. When I called back again on 3/18/24 the person I spoke to told me I didn't put in the request to void the check until 3/14/24 which is incorrect information. This company seems to be operating fraudulently or they have incompetent people speaking to it's consumers on their behalf. I do not understand why they would add unnecessary stress to someone that is grieving the loss of a loving mother.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I was contacted by a representative of the Prudential Insurance company concerning changing my existing life insurance policy to another policy for a higher amount. The representative told me that he could get a higher cash value plan by taking my existing policy and rolling it into the higher amount policy and my payment would be nearly the same as it was currently. I authorized him to get me the numbers so I could compare them. He took my paid up balance and put it into a new policy without my knowledge or consent. They are now trying to force me to accept a policy that I cannot afford.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I closed a life insurance policy. The company is to pay me the cash out value. The acct was closed a month ago and I was told the check was to be sent by an expedited process. A month later I can no longer view the acct on line, I call and get the run around, the check was allegedly cut but sent through **** and not expedited and I cannot get a representative to answer my calls or emails. Acct #******** ******************************** DOB 2/17/1970

• Initial Complaint

  01/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted Prudential (along with my daugther to assist as I am 86 years old and she is the trustee to my trust).back in October and requested to surrender my life insurance policy #*******. At that time, I was told to just write on a piece of paper that I was requesting to surrender my policy. I ASKED at that time if there was a form I needed to fill out and was told NO just write it on paper and submit it which I did. I was never contacted to let me know I needed to fill out a form! I only found out when I called to find out where my check was and was told I needed to fill out a form!! There has been numerous calls since then where Prudential has requested additional information each time. After months of communicating on my part with Prudential I was told on January 10 or 11,2024 that the check was bring processed. On Wednesday January 24,2024 I called again and was given numerous reasons why it hadn't been processed once again with NO communication with me. So after ANOTHER conversation with them initiated by me where they were requesting information that was already sent to them I was told that they would process my check which would take 24 to 48 hours and then it would be overnighted to me. (at no cost to me!!!!!) I have still not received my check, Each time I have asked to talk with a manager and am told "I am a manager" At this point I'm not sure what's going on or if I;ll ever see the surrender policy money that i about $20,000. Thank you

*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. ↩