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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Ameritas manages my *********** retirement accounts. For two weeks I have been trying to login into my Ameritas account, but it won't recognize my password. Ameritas recently change their login page/procedure, making me reset my password, but now, their login page won't recognize my new password. I clicked on password reset, received a link in an email, but when I clicked on the "Reset Password" link, I got the following message "HTTP 500: Internal Server Error" and received the same error two more times. What does "HTTP 500: Internal Server Error" even mean? Obviously, their new login software isn't working properly. I have tried calling, and after being on hold for 15-20 minutes, I was given an opportunity to leave a call back number, but I haven't received a call back. **************************** I want to make time sensitive changes to my account. I don't know their physical location, or I would show up in person. I can't reach them by email or phone, and this has been going on for over two weeks. I have lost all trust with Ameritas. All I want is to do in login into my bloody Ameritas retirement account. It's unconscionable that anyone should have to go through this. I have begun to consider legal action, but would I contact? I don't have a clue. What I do know is, *************, I will not do business with Ameritas again.
Business response
02/14/2023
Business Response /* (1000, 5, 2023/01/25) */ We are very sorry to hear about the login issues experienced. Our system was built with account security in mind in order to help protect all accounts from unauthorized access. It appears that the account was locked after a series of incorrect passwords was entered. After researching, we found that the password reset did not work because the email address being entered did not match the one used to set up the account's multi-factor authentication. Our Participant Services Team Manager was able to assist with getting the login issues resolved and help the participant with accessing the online account. We now consider this issue resolved. Consumer Response /* (2000, 7, 2023/01/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was finally able to login to my account once I received a response from Ameritas by email. I believe they sent me an email because they received my complaint from the BBB. In this email, I was given a phone number, a direct line to a real person, and the problem was solved. Before filling a complaint with the BBB, I had tried for weeks to get help logging into my account with no success. I used the two methods listed on the website for assistance. By email but received no response. By calling their help line, waiting for over half an hour when a recorded message suggested I could leave a call back number. I would leave a call back number, but no one called back. I was beside myself. Problem is now solved, but I've lost all trust in this organization. **********************************************************************************************************************************************************************************************************************************. I guess no one is minding the website claim forms, emails, or returning calls to their 1-800 phone number listed on their website.Initial Complaint
10/21/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I purchased a dental insurance policy with Ameritas while in graduate school in April of 2022. I have now graduated and am covered by my employer's benefits. I have tried for the past 2 weeks to cancel the policy. I have sent emails, left messages and stayed on hold for hours with no return call. I do not want to keep paying for a policy I do not need.Business response
12/07/2022
Business Response /* (1000, 8, 2022/11/04) */ Member left several voicemails the evening of October 21, 2022, and into the weekend. Her dental policy was cancelled October 24, 2022 as requested. A voicemail and email were sent to the member confirming the cancellation. Consumer Response /* (2000, 10, 2022/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes the company did eventually cancel my dental policy after I contacted my credit card company. I left several messages throughout the week but they only claim to have received two.Initial Complaint
05/24/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I am trying to cancel my account. There is no way to do it online. I sent an email and they didn't respond. I called and was transferred twice, with the third person, Lisa **, telling me that she would send an email to someone to have them call me back to cancel my account. In reading the reviews on BBB, this is a recurring issue and I have no faith that they will call me back and cancel my account. I want to ensure that they will not collect anymore money from me and that they will cancel my account.Business response
06/20/2022
Consumer Response /* (2000, 5, 2022/05/27) */ Ameritas has reached out to me directly and canceled my account as well as issued a refund for June. I am happy with those steps and willing to mark this complaint as resolved now.
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Get a QuoteCustomer Complaints Summary
58 total complaints in the last 3 years.
25 complaints closed in the last 12 months.