Athene Annuity & Life Assurance Company of New York

On 12/*/I put on your website: We received the complaint addressed to Athene Annuity & Life Assurance Company of New York Please be advised the correct entity regarding the complaint is Athene Annuity and Life Company In order to protect our owner’s privacy, we will be responding directly to the owner by U.Smail If you have any additional questions regarding this matter, please feel free to contact me directly Thanks [redacted]

Revdex.com:At this time, I have not been contacted by Athene Annuity & Life Assurance Company of New York regarding complaint ID [redacted] Since I filed the complaint I have received the refund of my policy but they have not addressed the complaint or my proposed resolutionSincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me as being contacted by mailBut it has not been fully resolved because Athene Of New York only has refunded four out of seven payments back into my accountAthene Of New York still needs to refund two more payments in the amount of $back to my accountBecause sense my initial complete about them they have over drawn my account two more time for payments they shouldn't haveI will make another attempt to contact them on today6/*/concerning this matter once again Sincerely, [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: To Whom it May Concern, I received the attached letter fromAthene on March **, 2017 stating that I do not have ownership or beneficiary rights to my grandmothers contract. My suspicion of fraud has been further indicated by this letter. My concern as to why Athene is not abiding by my grandmothers beneficiary form. I am not requesting from Athene documents or information regarding my grandmothers contract from Athene as the executor of her will has all original copies. Further. my grandmothers insurance agent has instructed Athene to issue payment as per my grandmothers beneficiary form. Further, this document was submitted to Athene by my grandmothers attorney. As Athene states in the attached letter "We do not have any documents from your grandmother authorizing us to release information to you" I have previously noted that Athene has my personal information in their system as a beneficiary of this policy, this may only exist if my grandmother had provided my information to them. Further, once my beneficiary packet was received I called Athene to verify their fax number and confirm my beneficiary amount. At that time Athene confirmed my identity. by asking my to confirm my grandmothers social security number and birthday. After I was authorized to further speak with the agent regarding my authorized claim on my grandmothers policy he then provided me the amounts I was due to receive of $5,253.98 then confirmed their fax number to submit my claim. This correspondence may only exist if they have my personal information in their system, and have verified my identity as per my grandmother providing it to them. The next correspondence with Athene was on March *, 2017 when they mailed me a letter indicating I was no longer a beneficiary and to destroy any and all documents they have previously sent to me. In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted] ***

Thank you for the opportunity to review and respond to our customer’s concerns In order to protect the policy owner’s privacy, a response will be provided directly to the policy owner by U.SMail within days If you have any questions, please feel free to contact our company Tell us why here

Thank you for the opportunity to review and respond to *** ***'s concerns. We have provided a response to *** *** directly by US Mail. If you have any questions, please feel free to contact me.Sincerely,Kristi H***Compliance Analyst

Thank you for the opportunity to respond to the complaint filed on behalf of our contract owner. Please note that this complaint was addressed to Athene Annuity & Life Assurance Company of New York. However, the company that issued the contracts was Athene Annuity and Life
Company. Our records indicate that our contract owner has not authorized the complainant to receive information on these accounts. Therefore, we have provided a response that was mailed directly to the contract owner at her address of record. In order to protect our contract owner’s privacy, a response will not be posted to this site

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I have receive nothing from Athene
[I have receive nothing from AtheneThis is unacceptable
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Thank you for the opportunity to review and respond to our customer's concerns. Please note, the complaint is addressed to Athene Annuity & Life Assurance Company of New York; however the correct entity is Athene Annuity and Life Company. In order to protect the contract owner's
privacy, we will provide a response directly to her by ** ***. Sincerely,Kristi H***Compliance Analyst

Thank you for the opportunity to review and respond to our customer's concerns. Please note, the complaint is addressed to Athene Annuity & Life Assurance Company of New York; however, the correct entity is Athene Annuity and Life Company. In order to protect the contract owner's privacy, we have provided a response directly to her on January **, 2017, via ** ***. Please allow to days for delivery. Thank you,Kristi H***Compliance Analyst

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Athene initially contacted me (*** *** - *** * *** son) on 2/**/late afternoon to "register" the complaint which I was told would be turned over to another department of AtheneThey also told me they would contact my mother (*** * *** - contract owner) directly on the phoneAs of now, they have yet to do so. Also, regarding their claim that my mother never requested to have anything mailed to her previously concerning her account balances is falseIn addition, I requested from Athene, when speaking with them on Monday afternoon, was itemized quarterly statements (or monthly) and access online to her account(s)They were unable or willing to point me in the right directionWe've also tried to establish an online login so my mother has access to her accountWe've not been provided with the means to do this eitherThat's all we're asking for from AtheneThey have been very secretive and underhanded about my mother accessing her accountsThis causes even more suspicion with my family and I in light of how reckless and slow they acted towards transferring my late father's account funds to a competitor (*** ***)It took almost months for this transaction to occur and only after much arm twisting by *** *** (on our behalf) to get my father's funds My recently widowed mother is on a very fixed incomeIn 2016, my mother lost her pension from the employer she retired from back in We need to make sure the same thing doesn't happen here with her.Thanks Revdex.com for all of your follow up regarding this matter*** * ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:At this time, I have not been contacted by Athene Annuity & Life Assurance Company of New York regarding complaint ID [redacted]. Since I filed the complaint I have received the refund of my policy but they have not addressed...

the complaint or my proposed resolution. Sincerely,[redacted]

As we indicated yesterday, a response has been mailed directly to the contract owner.  If she has any questions or concerns after receiving the response we ask that she contact us direct. A detailed response will not be posted to a public website.

Revdex.com:At this time, I have not been contacted by Athene Annuity & Life Assurance Company of New York regarding complaint ID [redacted]. Since I filed the complaint I have received the refund of my policy but they have not addressed the complaint or my proposed...

resolution. Sincerely,[redacted]

Thank you for the opportunity to review and respond to our customer’s concerns.  In order to protect the policy owner’s privacy, a response will be provided directly to the policy owner by U.S. Mail within 30 days.  If you have any questions, please feel free to contact our company....

  Tell us why here...

On 12/*/16 I put on your website:  We received the complaint addressed to Athene Annuity & Life Assurance Company of New York.  Please be advised the correct entity regarding the complaint is Athene Annuity and Life Company.  In order to protect our owner’s privacy, we will be...

responding directly to the owner by U.S. mail.   If you have any additional questions regarding this matter, please feel free to contact me directly   Thanks. [redacted]

Thank you for the opportunity to review and respond to our customer's concerns.  In order to protect the policy owner's privacy, we have provided a response directly by [redacted] on 03/**/2017.  If you have any questions, please feel free to contact me. Thank you,Kristi...

H[redacted]Compliance Analyst

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Since the company will be sending a response via mail within the next 30 days, this will not allow me to inform the Revdex.com if my issue is resolved.  I feel that this is another way for this company to delay requests.  I do appreciate your position on this matter.  I just hope that the letter they are sending me will have the correct steps in resolving this tiresome request.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I...

have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as being contacted by mail. But it has not been fully resolved because Athene Of New York only has refunded four out of seven payments back into my account. Athene Of New York still needs to refund two more payments in the amount of $21.87 back to my account. Because sense my initial complete about them they have over drawn my account two more time for payments they shouldn't have. I will make another attempt to contact them on today. 6/*/2017 concerning this matter once again.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]