ComplaintsforLincoln National Corporation

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have leg surgery on 7/18/23 which lead me to file short term disability through Lincoln Financial. Which is supplied through my employer Enhance Technologies. I filed the original claim on 7/18/23 claim # *** *** ****. That is the date they also received documentation from the ************** Surgeons office Dr. *******. My first payment was on 8/1/23 and then 8/17/23. Before I gotten the second payment on 8/17/23 the system was saying my approval was through 8/18/23. Which means that they should have already had their documents sent out to the Physicians office so that there wouldn't be a lapse in payments. However, when it was time for my third payment there was NOTHING. I called and they stated they were still waiting on records from ********************** office which his office they sent out on 8/21/23. However, they never sent anything to his office they sent them to my primary care's office which has nothing to do with this. They did this 5x!!! 5x it went to the wrong office!!! They were told multiple times this does not go there it goes to the same office whom sent you paperwork in the beginning of the claim. Then the case manager contacted me first week of September and she was also told. They finally get them to the write office and now they sent over a request for records on 8/1/23 which is a date she was not seen on. When they should have stated "We are needing records from 8/18/23 - current or whatever date" they did not do that. So now the surgeons office is confused as to what they want. I relay the message to *****. Now ***** is asking for a different provider info, I explained multiple times the provider is *******. That is the only person you should be reaching out to, They can't get this right to send a singe fax requesting records from one date through another and I have bills that are getting behind because the are not comprehending their jobs.

  Business response

  10/09/2023

  Thank you for notifying us of **************** concerns.  Due to privacy laws, Lincoln Financial cannot provide you with any policy information pertaining to **************** claim.  Claims Manager, ******************************* attempted to reach out to ************ on 10/3/2023.  Benefits payment has been released, however, if ************ has further issues she can reach out directly to the Claims Manager, ******************************* at **********************.

  Thank you,

  Lincoln Financial Group

• Initial Complaint

  09/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I retired back in April, 2023, and I am missing nearly $400,000 in assets. Nobody at Lincoln can answer my questions or tell me where my money is. I am told someone will call back within 24 hours, and nobody does. I have spent hours and hours on this with my financial advisor, and we are at a dead end. I have also been charged about $10,000 in loan interest from an old 401k loan that makes no sense to me, and I insist on getting an accounting of that. We have filed complaints with ********** securities regulators, but I am not waiting on a response from them before I complain every place possible.

  Business response

  09/25/2023

  September 25, 2023

  Dear *** *******,
  

  I am writing in response to your email dated September 1, 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, 

  Customer response

  10/02/2023

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

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother died in April, I filed for my portion of the death benefit from her annuity in May, they never replied despite multiple emails I got zero response. I called them in August, and they said there was an error in the form I had sent and I should re-apply via an online form which I did immediately. It's now the end of August, and I still have not received my benefit, nor have I ever received any written communication from Lincoln Financial at all.

  Business response

  09/18/2023

  September 18, 2023

  Dear *** *******:
  

  I am writing in response to the September 1, 2023 and September 18, 2023 emails to Lincoln regarding the above-referenced Case Number. Privacy laws limit the amount of information we can provide you regarding this matter. Accordingly, Lincoln responded to *** ******* directly regarding this matter to address the concerns.
  

  Thank you for bringing this matter to the Lincoln’s attention. If you have any questions, please feel welcome to contact me.
  

  Regards,

• Initial Complaint

  08/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello, I am reaching out regarding the experience I have had with your company. My spouse just passed away and filing a life claim has been a nightmare. I have not yet been able to file a claim. I have been given the runaround, I have been denied a supervisor, etc. Please contact me as soon as possible. Thank you.

  Business response

  08/30/2023

  Please be advised that privacy laws limit the amount of information that we can disclose.
  
  Upon receipt of your inquiry, Life Claims Examiner, *************************** reached out to ******************** to give her a status of her claim and next steps in the claim process.
  
  Thank you for contacting us.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Policy number for my Term life policy is **********  *********************. This is the 2nd time their customer service department has misapplied my online check payment. Each time it has taken them weeks to fix the issue. This time is worse. My policy has not lapsed and is indeed current but their people can't seem to properly update their systems. I made my most recent check payment via a phone payment for June 2023 and July 2023 premium in the amount of $130.28 with a customer service agent at the 18004871485 number. Lincoln Financial drafted the money from my account 1 or 2 days later but they did not update the payment in their system. I called several times since making that payment on 7/24/2023 trying to get them to resolve this issue but I continue getting the runaround and being told it will be fixed in 48 hours and that someone would call me. Well it still hasn't been handled an no one EVER calls me back. I called on 7-31-23 was told that the payment was applied incorrectly but that it would be corrected in a few days. It was not handled. I called on 8-4-2023 told again it would be corrected by the end of the week. Still NOT HANDLED I called on 8-14 was told it would be handled in 48 hours and I would be called back STILL NOT HANDLED NEVER GOT A CALL BACK. I CALLED 8-17 SAME OLE SONG.....WHY IS SOMETHING THAT SHOULD BE SO EASY SO DIFFICULT. I CALLED ON 8-21 was told to give them ANOTHER 48 HOURS to fix it and they would call me back. I KNOW THEY ARE NOT GOING TO CALL ME BACK. It's been a month! ALL I WANT IS FOR MY ACCOUNT INFORMATION TO BE UPDATED AND SHOW CURRENT. The system is saying my policy has lapsed but it has not. Their department just doesn't know what they are doing. I've called everywhere but no one can seem to help me. Something so simple should not be this difficult. I've notated all of my communication with them and I have all of my recorded phone calls with customer service. 

  Business response

  09/20/2023

  September 20, 2023 

  Dear *** *******:
  

  I write in in response to your letter dated August 24, 2023, and September 9, 2023, directed to *** ****** ** ********, at The Lincoln National Life Insurance Company (Lincoln) regarding the above-referenced Complaint ID number. Due to privacy laws, Lincoln Financial cannot provide you with any policy information regarding the
  complaint **** ** ***** filed. Accordingly, Lincoln Financial responded directly by email to *** ***** in this matter.

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

  Sincerely

• Initial Complaint

  08/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My grandmother before her passing paid up 3 life insurance policies with Lincoln Financial Group in 2008. The company was under a different name at the time, but being that the company was taken merged, they should have access to all previous policies. I provided them a copy of the paid off life insurance policy and after several attempts was told by phone and email that they could not find a policy. My grandmother paid up 3 policies before her passing and it’s not fair that they “can’t find them”. This is unacceptable from a life insurance company. I am requesting help in this matter.

  Business response

  09/01/2023

  September 1, 2023 

  Dear *** *******
  

  I write in response to your email to the LifeCompliance Department at Lincoln Financial Group (Lincoln) on August 23, 2023. As I understand it *** ******* is inquiring about the status of three life insurance policies purchased by her grandmother and paid up in 2008. *** ******* did not provide the name of the insured(s) or policy numbers. Lincoln needs this information in order to identify the policies.
  

  *** ******* provided her email address. We will reach out to her directly to request additional information that will help us identify the policies in questions.
  

  Sincerely

   

  Customer response

  09/19/2023

  I responded back to ******************************* with the name and policy number. I sent her the exact same paid policy letter that my grandmother ************************************* received after she paid up the policy. 

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was locked out of my account since I changed how my account was supposed to be set up. It was never supposed to be in the stock market but when my company switched who they went through to Lincoln Financial Group, they set up my account to be in the stocks. It was supposed to be just a savings 401K. They lost about 1/3 of my money that I had sent into my 401K since they had set it up wrong. I have called twice now, July 14, 2023 and Aug 15, 2023. I gathered the information that they requested from my employer.Date of Hire Jan 16, 2017 Date switched to Lincoln Dec 17, 2019.They told me that the information was incorrect. They refused to let me speak with a supervisor. I have been on hold about an hour now. They refuse to take care of their costumers. They also told me that they have not received my 401k funds from June and July. My employer has verified that these funds were sent to Lincoln. I spoke to a rep and requested to speak with a supervisor several times and then placed me on hold. They refuse me to have access to my account. They said that money is not going into the account even though it shows that it has been taken out of my paychecks. Beings they locked me out, I can't see what my account is doing or what is going on with it. They will not provide me with any information.Looking into the Lincoln, this appears to be a constant thing with them.

  Business response

  08/28/2023

  August 28, 2023 

  Dear *** *******,
  

  I am writing in response to your email dated August 16, 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 Alicia Dooley 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, 

• Initial Complaint

  08/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lincoln financial lost my form to continue the **** plan. Since then they have claimed the funds have been liquidated and distributed from ********** account of more than 100,000 USD. No such funds have been received by me despite being more than a month. They have additionally make mistakes to my **** account. This financial company does not follow proper financing regulations and needs to be reported. A complete breach of all document keeping and rules.

  Business response

  08/16/2023

  August 15, 2023

  Dear BBB Staff:
  
  Please accept this letter as CleanChoice Energy’s (“CleanChoice”) official response to the complaint filed by ****** ******* of **** ****** *** Takoma Park, MD *****. The complaint report states that *** ******* claims she did not authorize the switch to CleanChoice as her electric supplier.
  
  Upon receipt of this complaint a supervisor from CleanChoice Energy reached out to *** ******* on the number listed in the complaint. The supervisor was not able to reach *** *******.
  
  The complaint report claims *** ******* did authorize enrollment with CleanChoice, however, we received the attached enrollment response to a direct mail offer 2/28/23, which authorized enrollment.
  
  We believe this response brings this matter to a mutually satisfactory resolution. If any additional information is needed, please contact: complaintsupport@cleanchoiceenergy.com.
  
  Respectfully,
  ******** ** *******
  General Counsel and EVP, Corporate Affairs
  

• Initial Complaint

  07/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  ******************* WAS APPOINTED A GUARDIAN/CONSERVATOR ON MARCH 31ST 2023. CONSERVATOR HAS REACHED OUT TO LINCOLN FINANCIAL IN ATTEMPT TO REROUTE THE DIRECT DEPOSIT OF CLIENTS ANNUITY PAYMENT. SUPPORTING DOCUMENTS WERE SENT INTO COMPANY. COMPANY HAS YET TO ISSUE PAYMENT INTO CORRECT ACCOUNT. I RECEIVED A CALL FROM LINCOLN NATIONAL AND HAVE ATTEMPTED TO CALL BACK MULTIPLE TIMES. EACH TIME I AM CALLING DURING BUSINESS HOURS AND THE AUTOMATED PHONE SYSTEM WILL NOT ROUTE MY CALL TO LIVE SUPPORT. WHEN I PUSH 0 I AM TOLD THAT THE OFFICE IS CLOSED, IT THEN PROCEEDS TO LIST BUSINESS HOURS WHICH IS DURING THE TIME I AM CALLING. 

  Business response

  07/21/2023

  July 21, 2023  
  
  Dear *** *******:  
  I am writing in response to your letter, dated July 12, 2023, directed to *** ****** ******** at Lincoln National  Corporation regarding the above-referenced Complaint ID. Due to privacy laws, Lincoln cannot provide you  with any policy information regarding the complaint that was filed. Accordingly, we have responded directly to  the complainant 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,  
  
  

  Customer response

  07/21/2023

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

• Initial Complaint

  07/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On May 23rd 2023 I submitted documents requesting short term disability from Lincoln financial group. I have paid this provider for five years and never attempted to use the service. All requested documents were submitted. I have only talked to my claims adjuster ***** twice each time was after I left voicemails with her direct supervisor. On the second voicemail I stated that ***** was none responsive and did not display a sense of urgency, she set timelines that she would follow up and never did. My doctor has had me off of work due to my blood pressure being at stroke level and I manage a group of 18 people in the collections department. ***** called me on July 6th and said yes Im calling to tell you we are denying your claim as your blood pressure is no reason you can not do your job duties. I asked how can I start an appeal she promised she would send the information out which I have yet to get m. When I called this morning and spoke to a customer service agent I was advised an email went today however I have not reciprocated it. The representative attempted to open the email but stated she was not authorized to open the email which she claimed was very odd. I feel my claim was denied based off of personal emotions in retaliation for my attempts to contact ****** supervisor. I do not feel my claim was fairly assessed granted varied told me on June 30th that my claim needed to fe reviewed by the medical professional to determine the amount of time they could pay my claim, and later came back with a denial of my extension.

  Business response

  07/13/2023

  This letter is in response to your request received 7/12/2023.  We would like to thank you for sending this complaint to us on behalf of our insured, Martrease **********.  However, privacy laws limit the amount of information that we are able to provide you regarding this matter.  

  Claims Manager, ***************************** spoke with ************************ on 7/10/2023 regarding her concerns.  ************************ has advised she will be requesting an Appeal.

  Sincerely,
  
  ***********************
  Claims Resolution Consultant
  Claims Resolution Services
  Lincoln Financial Group

  Customer response

  07/21/2023

  [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. ↩