Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/26/25, money was taken out of account after I canceled policies. Had 2 different ones.

  

  Business Response

  Date: 07/10/2025

  Good afternoon,

  We are still working on the response and need to have it reviewed by management. We will respond by Friday, June 18th.

  Sincerely,

  Policy Administration

• Initial Complaint

  Date:05/08/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Feb 27 I was sent a letter of cancelation. That my life insurance policy was canceled. I have the letter.Ok, I replaced it, no problem.They continued to draw money out so I called.They said ok all settled, then another payment came out.I called they said ok all settled we will stop the auto payment and we will reimburse you for the two payments.Ok great, payment came out again, called again. They said well you manually paid and reset the policy. I DID NO such thing. Someone on their end reentered my info and reinstated the policy, I just received three letters concerning that.They r now saying the letter was a mistake, and do I want to cancel my policy. I said no, you canceled my policy Feb 27 2025 when u sent the letter to me canceling my policy, and I want my auto payments canceled, and reimbursement for 3months of 181. They said no you were covered the whole time, so we will not reimburse me.Honestly I think someone made a mistake on there end and now they r trying to cover it up

  

  Business Response

  Date: 05/27/2025

  Good afrernoon,

  Please see attached.

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23305373
  
  I am rejecting this response because:  I HAVE ONLY-RECEIVED 1 premium back as of today May 27th.

  The facts show I was sent a cancel letter Feb 27 and 3 Premiums were removed from my bank account. 
  
  Im being told that I would be reimbursed all payments that came out of my account, but given their state of disarray I  wont believe it till I see it. 

  Please BBB do not let them off the hook, until they make full restitution.
  
  Sincerely,
  
  ***** H.l. *****

  

  Business Response

  Date: 06/05/2025

  Good morning,

  Please see attached.

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23305373
  
  I am rejecting this response because: They just sent me a letter that my life insurance was canceled due to non payment of premiums. I want the record to show that the life insurance policy was ended due to their mistake, not a lapse in policy payments.
  
  Sincerely,
  
  ***** H.l. *****

• Initial Complaint

  Date:05/06/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Fidelity Life Association regarding a life insurance policy I applied for in early April 2025. I was led to believe this was a no-exam policy. However, I was later informed that a health screening would be requiredcontrary to the original terms. As a result, I immediately requested cancellation of the policy and reversal of the initial $22 charge to my credit card. Despite my written request dated April 7, 2025, confirming I did not wish to proceed and a refund at that time, a new pending charge has appeared on my account in May. This ongoing charge is unauthorized. I am requesting a full refund of all charges, and assurance that no further charges will be attempted.

  

  Business Response

  Date: 05/19/2025

  Please review the attached.

  *************************

• Initial Complaint

  Date:04/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to cancel my policy within the 30 day look back period. I was supposed to be refunded for the premium they charged. *** was unresponsive and did not issue a refund, nor did it provide confirmation of my policy being cancelled. I received absolutely NO communication and had to call over and over again yet was given no actual written confirmation of cancellation or refund. I have called and emailed over and over and have NEVER received a single reply from their customer service team to the numerous emails I have sent, including a written letter requesting the cancellation of my policy. I want my policy cancelled and my refund issued. This is unacceptable.

  

  Business Response

  Date: 05/12/2025

  Please see the attached.

  Thank you,

  FLA Policy Administration

  Customer Answer

  Date: 05/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:03/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fidelity Policy no. ********* Fidelity insurance withdrew money from bank account without my **************** bank information given to Fidelity just in case I decided to purchase insurance policy from Fidelity.On Dec 7, 20 day before the policy started, I emailed the agent to cancel my policy just to make sure Fidelity didn't start my policy. The agent ignored my request to cancel.On March 5th, I found out that Fidelity withdrew 3 payment from my bank account.On March 5th at the request of Fidelity, I sent a request to Fidelity with a copy of the email that was to the agent to cancel my insurance.On March 15th, I got a bill from Fidelity to pay additional $899.71 without any explanation.I am requesting Fidelity to reimburse me the money that was withdrawn from my bank account ********* called and emailed Fidelity but didn't receive any answer from Fidelity.

  

  Business Response

  Date: 04/01/2025

  Please see the attached.

  Thanks,

  Policy Administration

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23084113
  
  I am rejecting this response because:
  I did not receive any response from fidelity.
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/08/2025

  Please see the attached. This is the letter the customer would have been receiving via **** IN 7-10 days of this letter

• Initial Complaint

  Date:02/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to request assistance regarding a policy I opened with your company in 2012. Despite multiple attempts to reach your customer service team, I have been unable to receive the information I need.Specifically, I am requesting the following:Confirmation of the beneficiary on the policy Full details of the terms and conditions of the policy An illustration of the policy certificate A copy of the policy itself Each time I have tried to contact Fidelity Life, I either experience long wait times or, if I do manage to speak with a representative, I am asked to hold, and the call is subsequently disconnected. This lack of support is incredibly frustrating.Please let me know the best way to proceed in obtaining the requested information. I would appreciate a prompt response and resolution to this matter.

  

  Business Response

  Date: 03/05/2025

  Good afternoon,

  Please see the attached response letter.

  Thank you,

  Policy Administration

• Initial Complaint

  Date:01/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My automatic premium payment of $63.02 was not taken out of my account for September of 2024 for my life insurance policy. I received an email and a letter in the mail stating that I owed a premium of $63.02 dated 10/2/24. In addition, I received another letter stating that my auto payment method was being changed to quarterly payments, with the amount of $202.83 due 12/21/24. I mailed two checks, one in the amount of $63.02 and the other $101.42 to Fidelity Life with the payment coupon for my premium payments on or about 10/5/24. I checked online to find out the status of my payments and policy but there was no record of my payments. I contacted Fidelity Life Insurance 10/20 and 10/22/24 only to find out that both my premium payments were applied to my loan, which I did not authorize. Both payments were sent in with the premium coupon, so not applying them to my premium balant was blatant. In addition, both checks weren't cashed until 10/31/24, but the representative I spoke to on 10/24/24 told me that both checks were applied to my loan and she would note the account and send notice to another department to apply those payments to my premium. More over, there's a ***** period of 31 days and even that is extended if a payment payment plan is worked out. I let the representative know that I mailed the addition $101.41 on or around 11/19/24, which was the remaining balance of my now quarterly payment due in December of 2024. That check was not cashed until 11/27/24 but not applied to my premium or my loan. I checked my online account again only to find out that my policy of 12 years was statused as lapsed due to non payment, which is a disgusting trick to keep my money and cancel my policy. I called in again on 12/4/24 in which the representative told me my policy was cancelled, I would be refunded both checks of $101.41 and $101.43 and I would be receiving reinstatement documents in the mail.If my policy is cancelled, where did the $63.02 payment go?

  

  Business Response

  Date: 02/11/2025

  Please see the attached

• Initial Complaint

  Date:01/22/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have made four (4) monthly payments and still are waiting on a final approval for our policy; we were supposed to be insured for $250,000; however, it shows we are insured for $62,500 All Cause. and $187,500 Accidental. We are paying for a premium for a $250,000 policy, at the time I applied for the policy I was 61 yoa; the policy says for 62 yoa. It seems this is to hike up the premium. I come find out later, the stall tactic is to insure that I reach 62 before I am insured so it all falls in line. But I am still not insured after paying for a policy for four (4) of premium and completing the lab work and the physical. I just want my money refunded, they said the 30 day window has expired for a refund, this sounds like garbage to me, I had no idea what they were ponding on me, I thought I was buying a $250,000 term life insurance policy. the agent: Jaycob ******* *******, ************************************************ Agent #: ********

  

  Business Response

  Date: 02/05/2025

  Please see attached.

  Thanks,

  Policy Administration

• Initial Complaint

  Date:01/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased 2 separate 10 ************************ policies from Fidelitylife on 11/8/2014.The payments for these policies were $23.93/mo and $14.14/mo. These amounts were taken out monthly directly from my checking account.The payment was auto-drafted monthly until 11/12/24 when Fidelitylife changed the payment without notice. The new drafts on 11/12/24 were $309.45 and $118.41. I did not notice this increase until I was reviewing my checking account on 12/16/24. I noticed Fidelitylife drafted $309.45 and $118.41 again on 12/11/24. They took the extra money for both policies twice. The extra unauthorized charges total $779.58.On 12/16/24, I called ************ and spoke with several representatives.The representatives stated that their policy is the customer has 30 days to request a refund from the original charge on 11/12/24. I did not catch them in time.I mentioned to the representatives that the charges were never authorized. They claimed to have sent me a letter via US mail in early 2015 which had DIFFERENT terms than the original documents which my wife and I e-signed in 2014. I never received this alleged letter in 2015.There was no notification sent prior to the charges on 11/12/24. Fidelitylife has my contact info.The representatives told me I could hand sign a document requesting a refund and email it to them.On 12/16/24 I emailed them the hand signed letters requesting the cancellation.I called on 12/18/24 to confirm their receipt of my email and request a status of my refund. On 12/18/24 I emailed them the hand signed letters requesting the refund of the extra charges. I called Fidelitylife spoke to agent: **** X4655. I was informed it would be 7-10 business days for a response.On 1/6/25. 10 business days had passed. I have received no response from Fidelitylife. I emailed them on 1/6/25.I demand an immediate return of $779.58. These charges were unauthorized by me or my wife.

  

  Business Response

  Date: 01/23/2025

  Good morning,

  Please see the attached and be advised that two separate letters were mailed out today for each policyholder, detailing the reason for no premium refund due. It is the policyholders responsibility to inform us of any address changes.

  Best Regards,

  Policy Administration

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22794413
  
  I am rejecting this response because:

  What proof do they have that they even mailed a letter? 

  I still get mail forwarded from that address and I never received anything. It is my belief they never mailed a letter at all. 

  The business also has my email address and phone number on their file. I was never emailed nor called about this. They specifically chose a 10 year old address to make sure their theft would go unnoticed. Even their company policy states that if a customer complains about the theft within 30 days, they will refund them. But their company policy states that if they can get away with it for over 30 days, they are going to keep the money the stole. Mailing a letter to a 10 year old address is a way for them to hide their theft because there is no way to prove they even mailed anything. I complained about their theft at day 35. 

  The address of the policy holder is also irrelevant. The increase in charges were never authorized in the first place. A business cannot simply increase charges and change a signed agreement on their own. There are 2 parties to this agreement, the business and the we the policy holders.  We did not agree to the increase in charges at any time. 

  I demand a full refund of the fraudulent charges: 

  11/12/24 - $309.45
  12/12/24 - $309.45

  11/12/24 - $118.41

  12/12/24 - $118.41

  Sincerely,

  
  ***** *******

  

  Business Response

  Date: 01/27/2025

  Please see the attached.

  Thanks!

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22794413
  
  I am rejecting this response because:

   

  You are stating you mailed a letter but you have no proof that letter was ever mailed.  I receive mail forwarded to me from the 10 year old address, I did not receive your letter.

  I can easily say I mailed you a letter requesting cancellation but, I also have no proof.  These types of statements hold no merit because they cannot be proven by either Fidelity Life or myself.  I am stating that you never sent me any letter informing me of anything. 

   

  You stated that you have a signed document by me from 11/8/2014, I did not sign a document which stated this increase in payment.  Please send me the document which you stated I authorized the increased charges. You will not be able to provide it because it does not exist. When I spoke to the representative on the phone, she informed me that Fidelitylife changed the terms after I signed the document and allegedly mailed it to me in 2015.  I never received this update nor did I agree to it.  

  1. You stated you sent me a letter in 2024 updating the payment terms.  Please provide proof you sent me the letter in 2024 with the updated charges. You cannot because you never sent a letter. 

  2. You stated I signed a document on 11/8/2014 outlining the payment terms and the future increase of payment. Please prove I signed a document which outlined the new payment terms. If the document was e-signed please provide the proof of e-signature with the ** address and any other information. 

  I was never informed of the increase in payment nor did I ever authorize it.

  You will not be able to produce either document because you are a fraudulent company and are banking on me giving up but I am just getting started with this.  Please refund all charges from November and December 2024.   

  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:12/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been working all day to speak to someone about my policy and I have been hung up on. I have not been able to receive any help and I need to figure out my policy.

  

  Business Response

  Date: 12/30/2024

  Please see the attached response.

  Thank you,

  Policy Administration