Review Time
My aunt died, and I am simply trying to collect on the insurance policy on behalf of my other aunt, her sister, who's in memory care. Equitable's customer experience is one of the worst I've experienced. They continue to send me letters requesting information i've already sent in (my power of attorney paperwork). The letter says additional paperwork is included, which it was not.
When I call, their phone system IVR asks for a "Contract Number" to route the call, which is not on the letters they sent me. I'm on a call now -- my 48 minute-call has been forwarded four times so far, where people ask me for my information, policy number and then say, "We don't handle that here, I need to forward you to another department." Why can't they put the right phone number on their letter?
If a call must be forwarded, why can't my information be passed along with it? The person responsible for designing Equitable's customer experience should be fired, or probably, the executive who doesn't implement overall customer experience recommendations should be fired.
My aunt died, and I am simply trying to collect on the insurance policy on behalf of my other aunt, her sister, who's in memory care. Equitable's customer experience is one of the worst I've experienced. They continue to send me letters requesting information i've already sent in (my power of attorney paperwork). The letter says additional paperwork is included, which it was not.When I call, their phone system IVR asks for a "Contract Number" to route the call, which is not on the letters they sent me. I'm on a call now -- my 48 minute-call has been forwarded four times so far, where people ask me for my information, policy number and then say, "We don't handle that here, I need to forward you to another department." Why can't they put the right phone number on their letter? If a call must be forwarded, why can't my information be passed along with it? The person responsible for designing Equitable's customer experience should be fired, or probably, the executive who doesn't implement overall customer experience recommendations should be fired.
Equitable is annoying the crap out of I getting my own money! I gave them a cancelled check, for direct deposit, and they didn’t deposit my money into my bank account! I suspect Equitable intentionally irritates me, the customer, so the customer “breaks the contact” of the annuity, and is fined! (Another source of income for Equitable!)
I cant imagine a more incompetent organization. They are non-communicative and non-responsive. I sent in paperwork almost a year ago for direct deposit, and they still mailed a large check in regular US mail (which is a disaster in and of itself) with no tracking or registration. How hard is it to participate in the year 2026 and wire the funds as per my request?
Wow, they still live in the stone age where things are run through fax and snail mail. It is very difficult to transfer assets to another carrier and their customer service reps are pretty useless.
If you like customer service agents from India with an attitude, this is the company for you. I cashed out an annuity and specifically asked for a direct transfer to my bank assount. This was an option on the form. When it didn't appear, I called and after talking to several rude people, I found out they simply mailed it standard letter form without telling me. Finally, after waiting days, it arrived. I really don't think thats how they should handle a large withdrawal. I have subsequently closed my accounts and now I can't even get my 1099 for 2025 emailed or sent. Same angry representatives when I call.
If i could give less I would. As an advisor, this company is horrible to work with. It's my mission to make people aware so they don't tie their money up with this company. Please go somewhere else. Long hold times, sometimes never reaching anyone. You can request callbacks, only to never get one. Missing paperwork, incorrect forms, they are a nightmare to work with. BUYER BEWARE!!!!
I tried to transfer money after I changed jobs and had a new retirement fund. The customer service was really short, demeaning, and rude. They would talk down to me and put all the blame on me. I had to resend paperwork three times on my own dime, each time it was a new issue that nobody had explained prior. This was frustrating for me but apparently their customer service doesn't care about the customers. NEVER using or recommending
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