Complaints

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When my father passed away in October 2021 I shortly inform that I was a beneficiary to my dad prudential insurance account and Every since I been trying to get the money that my dad left me . At first when prudential alliance account sent a welcome kit in February 2022 I didn’t receive it because my address change after talking to one of the CSR I was told a fax number and mailing address so I can receive a welcome kit therefore I fax prudential alliance account twice and send a letter including a picture of my drivers license, ssn, asking for a follow up call , and my account number verify my identity and of the address change . No one never got back to me and when I called them they told me they received it and will be sending me out a new welcome kit . Three weeks later I talked with a CSR and he told me they sent a new welcome kit was sent out but to the old address that happened because they failed to update my new address in their system . Mistakes are constantly being made and I believe it’s being done on purpose for example they contuinsly got my birthday wrong first they put 1/12/2003 in their system then 1/12/2022 when I repeatedly told them my birthday is 1/12/2002 . I even ask to speak with the supervisor I was told that I couldn’t and it will take 48 hours and I still haven’t received a call back . Also I ask them if I can just have the money sent to me because I don’t won’t nothing to do with them they basically told me it a chance I can do that but it will be another 7 to 10 business days which I feel that’s unacceptable I’ve already been waiting for months and even if I was to wait 2 weeks I still feel like I wouldn’t get it because they can’t get nothing right and an another mistake would’ve been made causing an another delay . I want it sent to me with 3 business days . Honestly I feel like the CSR just told me that to get off the phone because it doesn’t make sense for them to send a check but can’t even send the welcome kit .

  Business response

  05/11/2022

  Hello, we have reached out to the customer to confirm a new account was opened and the new Alliance Welcome Kit was created and mailed. The customer should either have the package by now, or have it within the next day or two. Thank you

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