ComplaintsforLincoln National Corporation

• Initial Complaint

  05/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The business is committed to handling all of my personal healthcare information and giving me benefits based on the determination of those papers. Ever since I went on long term disability my personal case manager has had multiple discrepancies with handling it. I've ask over the course since March to speak with a supervisor regarding it and there has been no communication with me. Anywhere else in any business there would be no issue with this, but however the supervisor or whoever is directly above my case manager never reaches out, or responds to "the emails being sent to them" - when i inquire about it. All I want to do is switch case managers, but that seems to not be possible or conducive based on the no responses. In the beginning of March my claim for long term disability started for evaluation to be looked at to see if it was approved or not, but however it took the last week of March to receive any type of approval and that is only because I "went off" on my case manager after pointing out that they had proof of what medications I had prior to receiving benefits.In order to receive benefits part of the conditions are to be met is that I never had those specific medicines. I had to turn in my pharmacy script which they had- I assume two weeks prior to march 24th when my claim finally got approved at the end of the business day. My case manager was trying to have me submit more information that he didn't need in order to approve my claim. To be completely transparent. I don't even remember the full thing and I wish i was documenting this, but i reached out to my rep every single day thro March pretty much to ask about paper work that we sent over, but never supposedly got it. Apart of what made this difficult was that there was information I needed to send in order to get my benefits that was sent in the mail, that i never received. My rep never disclosed this. It wasn't until the 24th that another rep I got ahold of allowed me to do through email.

  Business response

  05/16/2023

  Thank you for our inquiry.

  Please note that privacy laws limit what information can be disclosed in our response.

  Upon receipt of your inquiry ***************************, manager, contacted the consumer by telpehone and addressed her concerns.

   

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a disability insurance policy with them which pays out the premiums if I do not file for disability prior to my 65th birthday. I turned 65 in April of this year. They do not respond to email, letters or faxes. Phone conversations are sent to a different department. On April 24th I was told they would get back to me within 24 hours. I have heard nothing. I just want the cash value of my premiums which is why I got the insurance in the first place. Policy #********* My first premium was May 1996 for 38.95. I feel I am due $12,580.00.

  Business response

  05/02/2023

  May 2, 2023 
  
  Dear *** *******: 

  I am writing in response to your letter received on April 28, 2023, to LifeCompliance E-mail box regarding the  above-referenced Case Number. Due to privacy laws, Lincoln Financial cannot provide you with any policy  information regarding the complaint that ********* ******* filed. Accordingly, Lincoln Financial will respond  directly to ********* ******* regarding this matter. Thank you for bringing this matter to the company's  attention. If you have any questions or should you need any additional information regarding this matter, please  feel free to contact me. 
  

  Sincerely, 
  
  

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’ve been trying to get in contact with someone about a offset they’ve been taking from my paychecks they’ve already in total took $1400 . And they plan to take another $1400 It was never discussed with me that they would be taking that much . And nobody there is responding and it’s unacceptable. someone in their office messed up they need to be held accountable.

  Business response

  04/24/2023

  Please be advised that privacy laws limit what information we may disclose in our response.

  We spoke with the consumer on March 27, 2023, and informed her that Lincoln Financial Group, LFG, did not withhold disability benefits from her paycheck,

  Upon receipt of your inquiry, a manager contacted ****** directly by telephone on April 21, 2023 and advised that no checks were issued by LFG.

  We attempted to clarify with the consumer that we did not withhold disability benefits from her paycheck.

   

• Initial Complaint

  04/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Lincoln Financial has been sending me information about a supposed account I have through them every year for maybe 2 years now. They have never sent anything in the post, and they won’t stop. Do I have an account that I don’t know about? Why won’t they stop emailing me? It has my name on it, and they’re emailing my personal address. When I tried to file a Fraud report, they told me that I couldn’t for some bogus reason. Why won’t they leave me alone? I’m not giving them my personal information. They keep telling me the information they have on file doesn’t match my address and such, yet they continue to email me. I don’t get it. Don’t they double check the email address someone chooses to provide to them is the correct one? A lady I talked to from the state told me that employees in banks make fake accounts because they get kickbacks for signing people up. Did they do this to me, using my information? Your agents are even trying to send me secure messages to my email, and they won’t simply call me on the phone? I think your whole business is a big scam factory. I don’t understand why I’m in the middle of it. I just wish I knew what the heck was going on. Every year…

  Business response

  04/25/2023

  ******************,

  I am writing in response to your email dated April 11, 2023, to The Lincoln National Life Insurance Company (Lincoln Financial) regarding Complaint #********. Due to privacy laws, Lincoln Financial cannot provide you with any information regarding the complaint that ***************** filed. Accordingly, Lincoln Financial will respond directly to ***************** regarding this matter.
  
  Thank you for bringing this matter to the company's attention. If you have any questions or should you need any additional information regarding this matter, please feel free to contact me.
  
  Sincerely,
  *********************
  Analyst, Compliance
  Legal Department
  
  *****************************
  ************
  
  Registered Representative of Lincoln Financial Distributors, Inc., a broker/ dealer. Insurance products are issued by Lincoln affiliates. Principal office located at *** ** ****** ******* ***, Radnor, PA **********. Lincoln Financial Group is the marketing name for Lincoln National Corporation and its affiliates.

  Customer response

  05/05/2023

   Dear Better Business Bureau:
  
  I was contacted by Lincoln Financial, and the matter is completely settled. I am very pleased with the resolution and efforts made by the company and especially **. **********.
  
  Thank you for your part in making this resolution possible, BBB!

  Best,
  *****************

• Initial Complaint

  04/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company makes it incredibly difficult to get anything done. They send me documents to have filled out by my doctor, for which I am charged a document fee, and then when I send in the documents I am informed that what I sent was not necessary, and that there is actually a different form I was not aware of that needed to be filled out and provided to Lincoln. Over the years, my experience with Lincoln has only gotten worse. They seem to intentionally understaff so that customers are never able to speak with their representative, and thus are left in limbo, waiting for a callback which usually never comes. I am forced to call in multiple times each day, leaving messages, and usually have to wait until I get lucky and they pick up on the 20th call. This company has cost me over $100 in document fees which according to them, did not need to be paid because those documents were not necessary. It is difficult to tell which documents are necessary when there is no distinction between optional and necessary forms, and when it is nearly impossible to speak with a representative to understand the difference. Some of the verbiage in the documents needed is also quite vague, to the point that my doctor did not understand what it was asking and filled in the wrong response, making it necessary for me to obtain additional documents, for which additional fees must be paid, and there is absolutely no empathy or understanding from the company. They do not care how much unnecessary fees I must pay because of them.

  Business response

  04/10/2023

  Please be advised that privacy laws limit the amount of information that we can disclose regarding this matter.

  Claims Manager, ***************************** spoke with ******************** on 4/6/2023 regarding his concerns and provided further information regarding his claim.

  If ******************** has further questions, he can contact ***************************** at *************************.

  Thank you.

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I both had term life insurance policies with LFG expering  December 31, 2022. We received notification from LFG that the policies were expiring and that premiums would increase and be automatically deducted from our checking account in January 2023. We were required to notifiy Lincoln that we wished automatic debits to be ended. I called to do so, but was told that I needed to complete a form and return it to the company. I completed the paperwork and either faxed or emailed it to LFG in Dec. 2022. Still, in January, the new higher premiums were automatically drafted. I placed an immediate call to customer service and was told that they would refund the two unauthozied charges and cease future automatic charges. Instead, a month later two more charges were drawn from my checking account - in even higher amounts. All together is was four charges amounting to near $1,400. That began a month of trying to get this cleared up in several calls to customer service and required my submission of bank statements to prove these charges had been drawn from my checking account. After not getting any help, I managed to have the case "escalated" which finally prompted a call back two days later. This agent reported that LFG is refunding the two most recent unauthorized charges, but deny to having received my request to cease the automatic drafts in time and that they would not refund the January premiums.The fact that their default is to automatically increase and continue charging premiums for expiring term policies is wrong to start with, but I could live with that. What angers me is that I specifically asked for this not to happen and, by denying receipt of my paperwork, they just went ahead and charged me the higher premiums anyways and then refused to make it right. And the customer service experience was fraught with frustration and no help. Twice I was promised a call back with an update on our case that was never made.

  Business response

  03/31/2023

  March 31, 2023 
  
  Dear *** *******:  
  

  I am writing in response to your email dated March 20, 2023, to The Lincoln National Life Insurance Company  (Lincoln Financial) regarding the above-referenced Complaint ID. Due to privacy laws, Lincoln Financial  cannot provide you with any policy information regarding the complaint that **** ****** filed. Accordingly,  Lincoln Financial has responded directly to *** ****** regarding this matter. 

  Thank you for bringing this matter to the company's attention. If you have any questions or should you need any  additional information regarding this matter, please feel free to contact me. 
  

  Respectfully,  
  Amanda P

• Initial Complaint

  03/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was sent to collections for $319.50. I have not been notified by mail why this is happening except a collections letter. The collection agency claim says I was overpaid. However the last time I spoke to a representative at Lincoln Financial, ******* *****, she said she was going to send me a check as I was underpaid. I’ve left a voicemail 3 times with the rep, ******* *****, and she has not returned my phone calls. It’s unclear why I owe them money. Also if there is a dispute, I expect to be notified and not sent to collections. I need clear instructions on how this affects my taxes. This is not my mistake if they over or underpaid me (if that is what happened) AND then be sent to collections without explaining how this affects my income taxes!!! Highly unprofessional. Also if going to collections, this affects my credit report I’m even more upset. Not only are the affecting my income taxes but also my credit report ???

  Business response

  03/28/2023

   Thank you for your inquiry.

   Please note privacy laws limit the amount of information we can provide in our response.

  *************************, Manager, attempted to reach you by telephone on March 27, 2023 to address your inquiry regarding the overpayment on your short-term disability claim.

  You may contact ************************* at ************.

  Customer response

  04/28/2023

  This has not been resolved. Again they do not return my phone calls. And only provide a 1800 number that goes to a voice prompt. I do not get a human to talk to. Frustrating! I was sent to collections for $319.50. I have not been notified by mail why this is happening except a collections letter. The collection agency claim says I was overpaid. However the last time I spoke to a representative at Lincoln Financial, ******* *****, she said she was going to send me a check as I was underpaid. I’ve left a voicemail 3 times with the rep, ******* *****, and she has not returned my phone calls. It’s unclear why I owe them money. Also if there is a dispute, I expect to be notified and not sent to collections. I need clear instructions on how this affects my taxes. This is not my mistake if they over or underpaid me (if that is what happened) AND then be sent to collections without explaining how this affects my income taxes!!! Highly unprofessional. Also if going to collections, this affects my credit report I’m even more upset. Not only are the affecting my income taxes but also my credit report ???

  Business response

  05/01/2023

   Dear ********- Our records indicate that we attempted to contact you by telephone on April 14, 2023 and April 26, 2023. Upon receipt of your follow up inquiry, I have requested that a manager contact you to address your claim, specifically your concerns regarding the overpayment. 

  Customer response

  05/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  this is not a resolution of my complaint. It’s another way for this company to not take responsibility for their error. Lincoln Financial  needs to disclose why overpaying me is my fault and I’m sent to collections when I submitted all paper work correctly. They took me to collections on their error. They have not answered how this effects my taxes. I’ve called repeatedly and left voice mails on 3/30, 4/4, 4/6, 4/13, 4/14, 4/18, 4/21, 4/24, 4/25, 4/26. Still no one has helped resolve this matter. 
  
  Regards,
  
  ******** ********

  Business response

  06/01/2023

   In response to your follow-up inquiry.  Please be advised that a letter was sent to the consumer on May 27, 2023.  We maintain that we have a right to recover the overpayment. The consumer may contact her claims representative/financial representative with any further questions. 

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am attempting to move retirement funds from two accounts with Lincoln Financial to a rollover IRA with ******* ******. After three requests, the funds still have not been moved in their entirety. The first request was made on 2/6/23. I called Lincoln and very clearly stated I wanted to move **both** accounts. I filled out the form I was instructed to complete. They only processed one account. On 2/14/23 I was told I needed to complete a different form. I submitted this form through the same method as the first form and received an automated email response that it cannot be processed. I emailed the person I had spoken to on 2/6/23 for clarification. She did not respond. On 2/21/23 I mailed the form to Lincoln via USPS.  I provided the routing number and account information for the transfer to ******* ******. These numbers were circled for their attention. The funds were not transferred to the account. On 2/27/23 I received a letter from Lincoln indicating a check had been mailed. I have spoken with ******* ****** on 3/7/23 and 3/13/23 and they do not have a record of receiving payment. I contacted Lincoln on 3/13/23 and inquired as to why they did not send the funds to the account number and routing information I provided. They told me their firm does not have the ability to send wire transfers even though their form has a space to provide the account number and routing information for transfers. I am requesting that Lincoln Financial wire the funds to the account and routing number that I have provided to them on several occasions. I am requesting that the transfer be completed immediately. I have made a simple request on multiple occasions. The funds need to be transferred.

  Business response

  03/28/2023

  March 28, 2023  
  

  Dear *** *******,  
  

  I am writing in response to your email dated March 13, 2023 addressed to ****** ********,  Lincoln National Corporation (“Lincoln”), regarding the above-referenced Complaint ID Number.  Due to privacy laws, we cannot provide you with any information regarding the complaint that  ***** **** filed. Accordingly, we will respond directly to ***** **** regarding this matter.  
  

  Thank you for bringing this matter to our attention. If you have any questions or should you need  any additional information regarding this matter, please feel free to contact me.  
  Respectfully,  
  Suzanne ** M
  

  Customer response

  03/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  As noted, I did receive a response directly from Lincoln Financial.   The problem, however, has not been resolved.  My BBB complaint was delivered to Lincoln on 3/13/23.  On 3/20/23 I received a check from Lincoln dated 3/13/23 in an envelope that is postmarked 3/15/23.  I also received a letter explaining that the original check mailed to ******* ****** had been returned to sender and that this check, mailed to my home address, serves as a replacement.  I deposited the check at a ******* ****** location on 3/21/23.  On 3/24/23 I learned through ******* ****** that a stop payment had been placed on the check.  As a result, the funds have been taken out of my account and I have been assessed a $25 fee by ******* ******.  I now have a negative cash balance in my ******* ****** account and I'm concerned that ****** might sell securities from my account to cover the deficit.  I did not receive any notification from Lincoln that a stop payment was placed on the check mailed to my home.

  I contacted Lincoln on 3/24/23.  I asked to speak directly with a manager regarding the stop payment, the fact that this leaves a negative cash balance in my ****** account, and a request that funds be wired to the account immediately to correct the negative cash balance.  I followed up with Lincoln Monday morning at 8AM and again expressed a sense of urgency over the negative cash balance and was hopeful that a wire transfer would be completed before the market opened to eliminate the possibility that ****** might sell securities from my account to cover the deficit.  I was not permitted to speak with a manager during this call. I was told that Lincoln will not do a wire transfer for a retirement account.  The person informed me that a new check was in the mail.  This conversation occurred on 3/27/23.  At this time Lincoln had not responded to my BBB complaint and they had not contacted me about the stop payment placed on the check dated 3/13/23.  When I contacted them they were not able to tell me why the stop payment had been placed on the check.

  I received a new check that is dated 3/20/23 in the mail on 3/27/23.  I deposited the check on 3/28/23.  The response that ************************* refers to was sent on 3/28/23 after the market closed.  Lincoln is requesting that I destroy the check that I deposited earlier that day. They have indicated that they will process a wire transfer after they finish calculating interest that is due to me as a result of the delay.  I responded promptly and informed ******* that the check they want me to destroy has already been deposited.

  In addition to the interest that Lincoln has offered to pay me, I am requesting reimbursement for the $25 fee charged to my account by ******* ******.  In the event that a stop payment has already been placed on the new check, I also request reimbursement for any fee that is assessed. Additionally, I am requesting that Lincoln waive the $40 fee I was charged on this transaction.  I would appreciate the balance due be wired to my account at ******* ****** as this will save me a fourth trip to their office.  In the event that a check is mailed instead, I request that Lincoln contact me by phone should it be necessary to place a stop payment on the check for any reason.

  Regards,
  
  *******************
  

  Business response

  04/04/2023

  April 4, 2023  
  Dear *** *******,  
  I am writing in response to your email dated March 30, 2023 addressed to ****** ********,  Lincoln National Corporation (“Lincoln”), regarding the above-referenced Complaint ID Number.  Due to privacy laws, we cannot provide you with any information regarding the complaint that  ***** **** filed. Accordingly, we will continue to respond directly to ***** **** regarding this  matter.  
  Thank you for bringing this matter to our attention. If you have any questions or should you need  any additional information regarding this matter, please feel free to contact me.  
  

  Respectfully,  
  

  Customer response

  04/04/2023

  [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. 

  
  

  Notwithstanding, I question the rational behind revoking your offer to pay interest during the time the funds spent in transit due to the fact that the account they were previously invested in with Lincoln would have lost value during that time.  The entire point of the transfer is that the funds would no longer be invested with Lincoln.  The fact that the investment instrument used by Lincoln lost value after the transfer was initiated is irrelevant.  That being said, I am not going to push for payment of interest.     

  
  Regards,
  
  *******************
  

• Initial Complaint

  03/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I departed my place of employment ************* *************************** Inc February 9th, 2023 because the provider ********************************* is under investigation for Insurance fraud and prescription medication fraud. I filled out my 401k withdrawal forms on February 9th, and turned them into Lincoln Financial. I have been in touch with Lincoln Financial almost everyday since my departure they are telling me they cant do anything because the *** (third party administrator) has not signed off on the form yet. I am also told they will reach out to the *** and get back with me the same day or the following day. I do not hear back from anyone, each time I send an email to the main contacts person and someone else responds, it is a new person every time that responds. I have reached out to Future Plan the *** ************************* at ************ and have not gotten a response from ****** **** either.

  Business response

  03/27/2023

  March 27, 2023 
  
  Dear *** *******:  
  

  I am writing in response to your email dated March 13, 2023, to The Lincoln National Life Insurance Company  (Lincoln) regarding the above-referenced Complaint ID. Due to privacy laws, Lincoln cannot provide you with  any policy information regarding the complaint that ******* ******* filed. Accordingly, we have responded directly to *** ******* regarding this matter. 
  

  Thank you for bringing this matter to the company's attention. If you have any questions or should you need any  additional information regarding this matter, please feel free to contact me. 
  

  Respectfully,  
  
  Amanda P

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Short term disability claim was filed on Feb 7th 2023. I was told payment would be provided within 2 weeks. 2 weeks passed and did not receive a phone call or payment. I have made exactly 17 calls inquiring status on my claim. Each time I have called, I have received a different excuse each time. First was claim was filed as short term disability and should have been accidental then that was incorrect and should have been filed as critical illness. They had me fill out the incorrect paperwork the first time, second time and now they can't find the paperwork for the 3rd time. I have asked to speak a manager 3 times and all they tell me is that they will escalate it and a manager will be in contact with me within 48 hours. Not one manager has contacted me. Not one resolution has been reached. Out of 17 calls, I've received 17 different answers. I have yet to speak to anyone who knows what is going on or what they're talking about. Meanwhile my paychecks have stopped and bills haven't. I have completed every task they have asked of me. I have complied with every one of their requests. All they have delivered is wrong answers, empty promises and the most absolute worst service I have ever dealt with. Going on almost 5 weeks and still no resolution or answers.

  Business response

  03/10/2023

  We are writing in response to the request received 3/9/2023.  Privacy laws limit the amount of information that we are able to provide you regarding this matter.
  
  Claims Manager, ***************************** has contacted ************** to address his concerns and provided him with an update on this claim. We apologize for any miscommunication he has received regarding his claim status.
  
  Sincerely,
  
  ***********************
  Claims Resolution Consultant
  Claims Resolution Services
  Lincoln Financial Group

  Customer response

  03/23/2023

  [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,
  
  *************************
  

*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. ↩