Athene Annuity & Life Assurance Company of New York

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 Revdex.com 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 contract owner’s privacy, we have provided a written response to her by United States Postal Service.  A response will not be posted to this site.

Review: On May [redacted] 2015 my wife and I submitted via fax

(###-###-####) our surrender request for life policy [redacted]. We have yet to receive the cash balance due to us which exceeds $75,000 USD. No where in our policy does it indicate that surrender of the policy would require an extended period of time for us to receive the cash value of our policy. Our agent has been in touch with Athene numerous times. Athene claims they are unable to expedite our request but give no reason as to why. My agent corresponded with Athene Monday and was told that our check would be sent to our home and arrive today via [redacted] at our expense. No [redacted] arrived today. In addition, despite acknowledging that our surrender paperwork was received by them May ** Athene still deducted $803.33 from our checking account on June *.Desired Settlement: Immediate delivery of the cash balance due us from [redacted] Reduction of the surrender charge on the policy from $5047.95 to $3500.00 with the difference payable to us.

Consumer

Response:

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]