Prudential Financial (USA) Reviews 132

Automated phone system is a joke. I was put through 3 countries to answer a simple question and then hung up on. Granted, I was by that point a little annoyed. The question? Where does the interest charged on life policy loans go? When I purchased the policy many years ago I was told there was a split in interest charged. Some went back to the policy while a portion went to Prudential for a service fee. Not so. The entire amount of interest charged when you borrow "your own savings" is being taken by Prudential. Seriously? A scam of a product!

If I could leave zero stars I would. Horrible experience, would not want anyone else to go through my experience with the "long term" disability. It's the system that is so broken over there and remember it is from the top down that they suck. Horrible systems and horribly trained on those systems.

Sarah was patient and clear about the process I was entering into. She was reassuring and kind. She followed up to see if I had any questions or issues. She stayed with me until everything was settled and signed. A lovely person to deal with when having a tough go of things.

They have failed to provide proof that a Rollover funding check was mailed and 2 weeks later still no check. They showed the rollover from account processed and stated the check was mailed the next morning. That is a lie. Nothing they do is processed in less than 24 hrs. They are holding the check. will not send it with verified mail nor will they wire the funds which would actually show when the funds was actually sent. Not when they sent the order to process the check, but when the check actually was postmarked and mailed. PROOF ID REQUIRED

The Prudential Financial online portal is about the worst commercial website I have ever seen. I am unable to change any allocations online for several weeks (get an error saying not available now, please check later), there is no information about this outage, and in message center there is not even an option to contact my agent or initiate a message at all. PATHETIC. Regretting doing business with this company.

As a licensed insurance agent dealing with many different carriers, I can attest that this is one of THE most poorly run customer service carriers in the industry. My personal life insurance is with Prudential. I called 3-separate times for customer support re: their on-line portal because it doesn't display my beneficiary information. 3-separate calls, 3-separate transfers...NO ONE at Prudential could help me. The 3rd time I got placed on-hold I waited for over 25-mins, then hung-up the phone. HORRIBLE customer service experience! Worse than that...they had my name, phone, contact, eMail, address, etc...they verify ALL that (3x) every time you call. So they KNOW they didn't help me and didn't even bother to call me back. Pathetic excuse for customer service.

They are only interested in fees, will add fee based components without the client's knowledge, definitely not a fiduciary, they won't own up to their mistakes. Do not trust them

My claims manager called during my working hours so I couldn’t answer. I went on break about 5 minutes later and called him back, no answer. I’ve reached out to my claims manager nearly everyday for the past 2 weeks and it goes straight to voicemail every time. I have left voicemails and have not received any call back. I called the prudential customer service line a few days ago to get assistance with the situation and told the agent that I have not been able to get in contact with my claims manager and all they said was sorry. I tried to call them today, waited for an agent for about 20 minutes when the call automatically disconnected. Called back immediately after and am still waiting for an agent 2hrs and 26 minutes later. This is beyond frustrating.

I can never access the things I want on their website...for over two years I've wanted to change my investments on my VAL but it ALWAYS says "We're sorry, but this information is currently unavailable. Please try again later."...always. I have called and wasted my time 3-4 times. This morning I wasted another 20 minutes on the phone and couldn't understand the person I was talking to. I kept asking her to repeat herself. FYI: If you can't speak English well...slowing down your speech doesn't help at all. And Prudential, if you can't find workers who speak well enough for your customers to understand...get a CHAT set up. As long as they can type English it would be much better. Still no real answer...they are working on it. NO, they obviously are not. I used to be a Pru agent and sold myself my policy 35 years ago and since I left them their customer service has gone straight downhill.

YOU WILL BE SORRY! LYING THIEVES, 40 YEARS OF IT. I bought a small life insurance policy as a young single woman, intended only to pay my funeral expenses so no family member had to come up with the money. I have asked my family to give me the cheapest cremation possible. My father was the original beneficiary. Then I got married and changed the beneficiary to my husband. Thirteen years later he wanted a divorce and I have not seen him since and have no idea if he's even still alive. I told Prudential I wanted to change the beneficiary to my brother. Prudential said I had to have written permission from my ex husband to take him off the policy that I bought and paid for myself before I married him. It took SEVENTEEN YEARS to get Prudential to take my ex husband off as beneficiary and put my brother on. If I had died in the meantime, Prudential would have just said they couldn't locate the beneficiary and they would have kept the money. Now, more than 20 years later, they still take all my dividends and give them to themselves to buy me more "paid up insurance" that I don't need, and have told them I don't want, and have asked that they send me a check. Two years ago I spoke to one of their representatives who said she would stop this and there was no reason they couldn't have stopped it when I asked, and here I am today with another notice for how much additional paid up insurance they have added to my policy. When I call the number on my policy I get a call center in India with incomprehensible so-called English. Prudential Insurance are thieves and con men, and if you check you will find their customer ratings are "well below normal for the insurance industry". By the way, I used to drive past a burned out hulk of a house every day on my way to work. After a year, the owner spray painted across the front "I own a piece of the rock". This all should tell you everything you need to know about Prudential.

My Prudential Annuity lost value over 8 years. In order to recoup our initial investment, we would need to survive 22 years or more. Avoid anything to do with this financial disaster. Probably should not be trusted with any offerings including Life and Health Insurance.

ZERO OUT OF 5 STARS!!! I worked for a hospital based EMS department and I took out a loan against my 401K to help pay for my wedding with no issues. I left the department and was placed on a payment plan with automatic deductions from my bank and everything was going good, at least that is what I thought. Yesterday I received a letter in the mail stating that I was more than $500 in the rears and that I had to make a payment by today in order to not default the loan. I called today and the hospitals agent for Prudential advised me that I had not made a payment since March 6th and I asked him how it was possible for me to not be made aware of this until just now and he simply replied “We sent you a letter dated September 6th”. I told him when I got the letter and I asked if I could make a payment today and he told me that a payment takes two days to process and by the time it would go through I would be in default anyway. I begged for anyway he could help me as my wife and I are expecting our first child and he wouldn’t even try to help me in any way shape or form. Now I am going to be in default, owe the early withdrawal fee as I am on 32 and owe taxes on the loan.

Exceptionally inept customer service Prudential life insurance division! Rejected 2 attempts to CHANGE MY ADDRESS! First request didn't have enough information! Second attempt had too much information. Followed their directions each time. Now I'm on the third attempt. 5+ hours of time on hold, transferring call and writing letters for their snail mail requirement!! Recommend never use their products!

I would leave negative stars if I could, long wait times for customer service, non speak English, and they bait and switched me on the policy, based payments on Covid year at 1/5 of the policy that I paid for. HORRIBLE EXPERIENCE on this issue.

My mother passed away several months back. She had a small mutual fund account with Prudential that was supposed to be distributed in seven equal shares. The distribution process has been dragged out for months with one excuse after another as to why it's taking so long. When the distribution was finally made, the gross amount of one of the seven payments was smaller than the remaining six. Their customer service rep said the account has a zero balance and it's up to us kids to figure out why one of us received less money than the other six.

Long time life insurance policy holder for Prudential...talking over 50 years. Awful on-hold delays waiting for customer service. Attempts to log online failed despite resetting password AND user name. Forced to call customer service per Prudential generated email. "Due to high call volume wait time could be up to 20 minutes." Well, so far I've been on hold for 51+ minutes. I could opt for an automatic call back but when will THAT be?! Try re-investing your profits into customer service and infrastructure, staffing or whatever needs to be done to rectify this horrendously unnecessary delay.
UPDATE: Wrote this review while I was still on hold. Call automatically disconnected by Prudential after 1 hr 8 min 36 sec. AWFUL...AWFUL...AWFUL!

The worse life insurance company. Its life insurance through my employer and its just horrible all around.Such a hustle to get anything done with them.

Prudential sucks. They suck, suck, suck! Stay away

The worst customer service I have ever experienced makes comcast look good. I have never dealt with a customer service department that was less knowledgeable. They are located in South Africa and the Philippines. They have no product or company knowledge and cannot help with even the most basic request. Stay far away if possible.

Around the beginning of April 2022, my mother in law was murdered by the JJ vaccine due to Acute Myocardial Infarction (well documented vax side effect) and while this situation has been very sad for all our family, we had to move on with our life.

That meant dealing with things she left behind, sorting out paperwork and all those things one has to do when a loved one passes away. While going through that, we came across a life insurance policy she purchased when she was living in Hong Kong 20 years ago with Prudential Insurance Hong Kong (sorry PRU no free link!)

So let me repeat that: 20 years ago she bought a prudential life insurance – now there are 3 beneficiaries and we want to get the money which Prudential has to pay, after premiums were paid for circa TWENTY YEARS.

First of all: when you call Prudential in HK it will take you on average 30-45 minutes on a paid international customer service helpline – thankfully we can use some online solutions otherwise this would have been really costly.

We prepared every question we could come up about her life insurance when we first talked with them, next to that when we were confident we had all the information, we proceeded to fill the PDF we found on their website with all the required information available.

That claim document was sent via UPS Express (the fastest and costliest option possible) at our expense of course and it took about 10 days for having a response that they went through the documentation.

First we were told that the claim would get paid within 2-3 weeks after receiving the docs (provided that everything was in order – pay special attention to that).

After tirelessly calling Prudential at our expense every single day for updates we managed to speak with this person Amanda Ching which at least took the responsibility of calling us and she started calling us back every day, although sometimes she would call back only after being on hold for 30 minutes (because she didn’t call when she said she would call) which we found bizarre… anyhow.

Just last week we thought everything was complete and she was waiting to hear back from the Claims Department and guess what? Turns out there are MORE requirements needed! Couldn’t she say that all at once? Of course not, because this is a delay tactic!

So, we were told that more documents were needed for our particular situation, oh yeah because Prudential is still stuck in 1950 and they normally issue a payment via a cheque! Our bank doesn’t even know what a cheque is anymore, so we have to make a SPECIAL REQUEST to be paid via bank transfer.

Now that obviously required more documents, which we have sent right away to Amanda via UPS (at our expense again)…. again calls with “No updates, waiting for the Claims Department”… you get the picture? broken record anyone?

Now back to the present.

Just yesterday Amanda called us for the daily update and guess what? No updates!!! But at least no more docs needed, i said that they still have one more day for showing us a screenshot of the payment before we start sharing this disgrace online. They didn’t so here goes this post plus we are amplifying it.

Today, we called again, 45 minutes on hold, then another colleague picks up the phone, his name is Ben, Amanda was on sick leave *how strange* i mean certainly possible but how convenient huh? When we were waiting news about the payment exactly today!

Now with considerable stress i extracted the following info from Ben after he checked with the mighty and powerful and secret Claims Department:

- it will take another ONE MONTH for the payment!!!!!!!!!!!!!!!!!!!!
- apparently (my speculation) they keep all the funds on their corporate account which yields them higher interest and delay payments as much as possible, although Ben never confirmed this
- you cannot speak with the Branch Manager or Branch Director, someone with power
- you cannot speak with the Claims Department which are the minions doing the paperwork
- apparently they will still issue a cheque, then they need to void it, send to another bank account and then finally they can send us the payment internationally!!!! that’s why it takes 1 month

Now this is total nonsense when i gave them this another idea (gosh is that my SEO powers?): just advance us the money right away from your corporate account (where they most likely have millions), then sort it out internally, DONE! Yet he said he will try to ask for this.

We have no choice but to report this story and start posting on major news sites as well as Financial Ombudsman because this is NOT ACCEPTABLE anymore. It’s a painful situation, my mother in law was murdered by this vaccine and all we want is what’s due so we can go on with our lives.

EDIT: they paid half of the policy and refusing to show us proof of withdrawals to justify amounts paid out to us. AVOID!