Nassau Financial Group: most-reported complaints
Automated analysis of 573 public Trustpilot reviews published 2025-02-25 to 2026-09-17. TrustScore 4.9 from 11,619 total reviews — see the Trustpilot page. Quick answer: is Nassau Financial Group legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, accounting for 45% of the 78 complaints identified in the analysis. Issues with account or app access are the second most frequent concern, cited in 19% of complaints, while support being unreachable and billing errors follow at 15% and 13% respectively. The trend for support unhelpfulness and billing errors remains flat, whereas account problems are falling and support unreachable issues are rising.
The company claimed its Trustpilot profile on 2021-03-22, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-18. Trustpilot ranks it 2 of 24 in Life Insurance Agency. We last checked this profile on 2026-09-23 and found 29 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 4.1★ on Google (92 reviews)
TrustScore over time
4.9 → 4.9 across 12 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (90%, 1.1d) · 2026-08-24 (90%, 1.2d) · 2026-08-27 (90%, 1.2d) · 2026-09-01 (88%, 1.2d) · 2026-09-04 (90%, 1.2d) · 2026-09-07 (90%, 1.2d) · 2026-09-11 (90%, 1.2d) · 2026-09-14 (90%, 1.2d) · 2026-09-17 (88%, 1.2d) · 2026-09-20 (90%, 1.2d) · 2026-09-23 (90%, 1.2d).
Severity: 23% of this company’s 78 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.6 days between the experience and publishing their negative review (130 reviews record both dates).
Measured reply time: across 177 negative reviews that received a public reply, the median wait was 0.9 days — the company profile reports an average of 1 days.
Reply quality: of 177 company replies to negative reviews analysed, 47% engaged with the specific problem and 45% were generic templates.
57% of its 523 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 45% of this company’s complaints vs a 28% median across 148 ranked companies in its sector.
Review velocity: 4,455 of this company’s 11,619 Trustpilot reviews (38%) were written in the last 12 months.
What are the most common complaints about Nassau Financial Group?
Support unhelpful
35 reports · 45% of complaintssteady“Well today I found out I was lied to by Nassau Annuity customer service people.”
The company replied on 2026-01-05: “We appreciate you bringing this to our attention. We regret to hear about the trouble you experienced with your annuity withdrawal and the misinformation you received. We will be reaching out to you…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“my problem still has not been resolved. Problem: Can't access my account”
The company replied on 2025-11-17: “We appreciate your feedback and apologize that your account access issue remains unresolved. We'll investigate this further and someone will be contacting you shortly.”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“communication is nonexistent, and customer service is an absolute nightmare to deal with.”
1 reader marked this review helpful on Trustpilot.
Account/app problems
15 reports · 19% of complaintsfalling“my problem still has not been resolved. Problem: Can't access my account”
The company replied on 2025-11-17: “We appreciate your feedback and apologize that your account access issue remains unresolved. We'll investigate this further and someone will be contacting you shortly.”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Their website transaction portal to make trades wasn’t working correctly for a year and that messed up my portfolio.”
“I sat on hold for 15 minutes until the system hung up on me.”
The company replied on 2026-03-10: “We appreciate you sharing your experience. We regret the difficulties you encountered with the fund transfer process and the inconsistent service. We're glad that some representatives were helpful…”
Our classifier read this reply as a template response.
Support unreachable
12 reports · 15% of complaintsrising since 2026-04“still have not received forms”
The company replied on 2026-09-01: “We apologize for the delay in sending the requested documents. Copies have been mailed as requested, and an additional copy has been emailed to the address associated with your contract.”
Our classifier read this reply as a substantive response.
“I was on hold for more than 30 minutes before someone was able to help me.”
“no one can tell me what the charge is related too”
The company replied on 2026-07-14: “Thank you for bringing this to our attention. We apologize for the frustration caused by the unexplained charge and the difficulty you've experienced getting answers. We understand your concerns and…”
Our classifier read this reply as a template response.
Billing errors
10 reports · 13% of complaintssteady“Well today I found out I was lied to by Nassau Annuity customer service people.”
The company replied on 2026-01-05: “We appreciate you bringing this to our attention. We regret to hear about the trouble you experienced with your annuity withdrawal and the misinformation you received. We will be reaching out to you…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“I didn’t get my first annuity ACH when you promised it!”
The company replied on 2026-02-19: “We sincerely apologize for any inconvenience the delay in payment may have caused. We’re pleased to let you know that your payment has now been processed and was sent on February 19, 2026.”
Our classifier read this reply as a substantive response.
“There website will not make the adjustments to my allocation and it looks like it goes thru but never actually does!”
The company replied on 2025-10-21: “We appreciate you bringing this to our attention. We're sorry your experience has not been a positive one. Someone will be reaching out to you shortly to work through this issue.”
Our classifier read this reply as a template response.
Other
9 reports · 12% of complaintsrising since 2026-04“It has been four months since our mother has passed, and we still haven’t received her money.”
The company replied on 2026-03-11: “This is not the experience we want for our customers. We’d like to help get this resolved as quickly as possible. Please reach out to us with your claim details so we can review the situation and…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“all annuities with rides they've been in moratorium for two years”
The company replied on 2026-02-24: “We apologize for any inconvenience the rehabilitation process may have caused. Please give us a call so we can review your specific policy details and discuss the options available. Our team is…”
Our classifier read this reply as a template response.
“THE WRONG PAPERWORK WAS SENT TO ME”
The company replied on 2026-06-26: “We apologize for our error and are going to make it right. Your submitted form has been accepted, and we will have your request processed ASAP. We are so sorry for the inconvenience”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Refunds delayed
4 reports · 5% of complaintsrising since 2026-04“3 months later still waiting for check”
The company replied on 2026-02-24: “This is not the experience we want for our customers, and we appreciate you bringing it to our attention. We’d like to resolve this as quickly as possible. Please contact us with your claim details…”
Our classifier read this reply as a template response.
“I didn’t get the money until after May 1st”
“I am not happy with the service, because I did what was required to receive an electronic deposit”
The company replied on 2025-11-26: “Thank you for taking the time to speak with us on 11/26/25 to help resolve this issue. We sincerely apologize for any inconvenience this may have caused and appreciate your understanding.”
Our classifier read this reply as a template response.
Compare Nassau Financial Group with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-17.