ComplaintsforThe Prudential Insurance Company of America

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother passed on April 28,2022. Prudential holds her life insurance policy. Today is June 3 2022. I still have not been able to have a funeral. They have been jerking me around on the payment. I have sent in all paper worked that has been asked for. I call 2-3 times a week. I was told by manager on 6-1-22 that a check was mailed. I called 6-2-22 told it was mailed out that day. 6-3-22 was told it wont be mailed til Monday cause they had to redo the check for some reason. I have been waiting on my moms funeral for 5 weeks and continue to get the run around

• Initial Complaint

  05/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought life insurance from Prudential in the year, end of 2019. I applied and my agent came back to me and said I was approved for a 10 year term policy. I was disappointed as I was looking for a whole life policy or 30 year term. I accepted the 10 year policy. Within the last few months I inquired about an option on my policy and while speaking with me the agent stated, "I see you were originally approved for a 20 year policy". WHAT? I was NEVER told that! I was upset and told the agent that I was lied to and I was never told I could have my policy for 20 years. I most definitely would have chosen the 20 year option! I want this corrected.NOW, I received a letter from Prudential stating that "I chose to start paying quarterly premiums". NO I DIDN"T! I have mailed them monthly payments and they returned the last 2 months checks. I received a letter today stating I needed to pay the >$1110 premium by June 5th. This company, who is supposed to have a solid reputation has now "screwed' me twice! I have the money, that's not an issue. Telling me I chose something when I didn't is an issue. I feel I will get an attorney if you can't help me. I want my policy to be extended for the original 20 years at $374/month. The premium was not to change. That's why I feel the company lied to me and stated I was only approved for 10 years. At 11 yrs my premium increases greatly! Please help me if you can. My policy number is: L9 890 296

• Initial Complaint

  04/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Prudential has continued to make errors on my W2s and is now blocking me from getting the W2s on their website as well as not emailing or mailing them to me. I had assistance today and my forms being withheld by Prudential.

  Customer response

  04/19/2022

  An Employee there emailed me the forms last night, so, you can close the complaint.

  
  

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to receive my pension money from 'The Prudential insurance company of America" I filled out the paperwork they sent me (which was a fair amount of work, but understandable) I sent if off after some time they sent me another letter saying they received the paperwork but that I did not send the last page which needed to be signed. (Which I know I did) the letter they sent me also said that I would have to fill out the whole paperwork again. so, I called them asking since I had fill out all the paperwork why would i have to do it again? they lady on the phone said let me check to see if you can only send the signed page since you have already filled out the paperwork, she came back on the line and told me, "You only have to send back the last page signed no need to send the whole paperwork again. so, I sent it as I was told. then I got another packet of paperwork sent to me telling me that I had to send the whole packet again. At this point I called them again and told the fellow who answered the phone my problem in detail of what was happening. He said that the person should have never told me to just send the last paper sign, but that I should have filled out the all the paperwork again and sent it in. I asked him did they lose my paperwork? he said no, I said then why do I need to have it do it all over again. He said that's what he was told to say but could not answer my question to as to why they could not just add the last page signed that I had sent to them to the paperwork they already had. then I ask to speak with someone to help with this problem that has been going on for three months now, it is not a whole lot of money, but at this time in life every little bit helps, thank you for hearing my problem and hope you guys could get some answers here. my name on the paperwork is ********************* my customer ID # is ********* my ********************** Annuity # is GA-******

  Customer response

  03/30/2022

  My Name Daniel  **** case #********. I would like to thank the BBB for helping me get the help I need to resolve problems I was having with getting my pension check from Prudential. An agent from Prudential found where the problem was and took care of it. Thank you again for your assistance in dealing with this matter.

  
  

• Initial Complaint

  02/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A long-time subscriber of Prudential LTC, my 83 year old mother--who never missed a premium payment as they are collected through automatic draft--was put on benefits in Sept '20. On Oct 1, '20 she was put on premium waiver (though they continued to collect premiums) until Nov 1, '20, when Prudential inexplicably decided she was no longer "chronically ill" and stopped the benefits and waiver. In Feb, we received a check from Prud. for $3,081.74 dated Feb 22, '21, without explanation. After weeks of phone calls to customer service, on March 20, '21, customer service rep ***** said that a supervisor (who still couldn't explain the check) said "keep it, if Prud. wants it back, they'll ask for it." We initiated an appeal for their stopping her benefits, but never got a ruling. Fast forward to two weeks ago: We tried to initiate a new claim on her behalf, and were told that we could not until a billing issue was resolved. However, the customer service rep could not explain what the billing issue was. After several calls over two weeks, talking with ***** ****** and ****, **** said she had to pay $4,452.15 to bring her account up to date. ****, however, could not explain difference between the Feb '20 check and the amount billing claimed is now due. Finally, he transferred me to ******. After two hours on the phone with her, we were able to make sense of what had happened: The Feb 20 check represented a refund of premiums for Oct, Nov, Dec 20 and Jan and Feb 21. We gladly excepted the responsibility of repaying the premiums for Nov, Dec, Jan, and Feb, but not October, during which month she was under the premium waiver. Unbeknown to us, billing began applying each new draft to those months rather than the months in which they were collected. The difference resulted from a premium increase for subsequent months. Long story short, on Feb 15, '22, we authorized draft to pay the $4,452. They still won't accept a new claim because they won't process payment.

  Business response

  03/02/2022

  Hello,  We sent an Email on 2/22/2022 Directly to ****************  We cannot proceed with reviewing the complaint as the Insureds name and or Policy number was not provided. IN order to review and respond we would need the Name and address of the insured or the Insureds Policy Number.   Thank you 

  *******************

  Process Management
  Prudential Insurance Co.  
  Email: ******************************************

• Initial Complaint

  01/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In Early November 2021, I contacted Prudential to borrow $5000 against my life insurance. They told me I had enough money in the policy that I could make a $5000 withdrawal. I got a letter within 3 days telling me of my request. A form for me to fill out came about 3 weeks later, I couldnt figure out why the letter came immediately and the form took3 weeks. Anyway, I filed the form the same day it arrived. On December 8 I got a letter saying that they mailed a check for $4941.96($5000-taxes) on December 6th. Well, as of December 28, I hadnt received a check. After several unsuccessful phone calls(their phone system said"due to an unforseen emergency our office is closed....click....hung up). I finally was able to get through a few days later. They said they would send out another check. On January 5th I received a letter from them telling me of the new transaction,however, no check. I still havent received either the alleged first or second check but the letters telling me of an "impending" check seem to get here no problem. I think they are just not paying as long as possible and I am getting tired of waiting and tired of navigating their silly telephone system. If my $4941.96 check will break them, well I guess I have to feel sorry for them and I don't want to hear any lame excuses like Covid which most companies are hiding behind. Prudential sure has enough people on board to make sure my policy is paid.

  Customer response

  02/02/2022

  In regard to complaint against Prudential Insurance *********. It has been resolved. I received a call about a week after I contacted you from Prudential concerning the issue. After a week ,they did send a check via UPS overnight. I very much doubt if they ever did send the first 2 checks that they claimed to have mailed as so far,I have never received them and allegedly the first one was mailed from New Jersey exactly 2 months ago today. Now ,I know we are in South Dakota, but to my knowledge, the Pony Express is no longer serving us. I am sure they never mailed the first two checks. Apparently your contacting them got more action than I was able to receive. Thank You very much.
  *** *******

• Initial Complaint

  11/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trying to get a pay out from a life annuity death claim. They keep saying they can't reissue a check even though it had been 2 months. Every time I call they just said it was escalated but nothing had been done.

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