ComplaintsforFidelity Life Association

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The end of May i reached out through a broker to Fidelity Life for a life insurance quote. The broker quoted me a price and submitted my application. The next day I was informed that the previously quoted price was not correct, and I was given an updated price. The updated monthly price was more than double the initial quote. I declined but, I was informed that I was already enrolled in the higher quoted plan and would be charged despite this not being terms i agreed with. I was then quoted me a plan that I found more reasonably priced and said he would submit documents to effectuate that. However, a few days later i was charged for the higher plan. I reached out to the broker and informed me that Fidelity Life had the information and was taking care of the situation. After two weeks with no update i reached out directly to fidelity life. I spoke with an extremely rude and unprofessional underwriter named *****. He was dismissive throughout our conversation until i directly pointed out his manner. He informed me that he would be reaching out to the broker that day and i would have an answer and update in 24 hours with a check being reissued to be and new plan documents. 24 hours later i didn't have a check or a update and again reached out to fidelity life and the broker, neither of which responded. A week later i received docusign documents allowing me to update the plan. I submitted those changes the first week of July and had no further update until July 19, 2023, when entirely new plan documents were issued to me with completely different pricing an no refund check. I once again called fidelity life and was put in touch, with Rumen. He was entirely unprofessional until i directly pointed out that his demeanor was inappropriate and informed him that since it has been almost two months from my enrollment without any resolution i would like a refund. I was informed by a customer service rep someone would call me back yesterday and still have not heard anything.

  

  Business response

  08/03/2023

  Please see the attached response.

  Customer response

  08/07/2023

   
  Complaint: 20349591
  
  I am rejecting this response because: Fidelity Life has yet to refund my or delete my information as requested. Fidelity has issued 3 additional insurance packets since the time I initially submitted my complaint. The terms in these packets are still not accurate to what i was initially promised, nor was i given a refund as i requested. I was additionally never contact by phone by any person directly from Fidelity, but merely a third party vender who declined to identify the company they are working for. 

  I am in the processes of submitting a complaint to the state regulatory agency as Fidelity is unresponsive aside from sending standard document packets without any clarity as to which is the superseding packet nor call and respond to my issues as requested. Fidelity consistently misrepresented their ability to accomplish agreed upon terms or refund money to me as I've continuously requested as they have neither delivered a contract with terms that I was solicited or refund the money they took under incorrect terms. 

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

  

  Business response

  08/15/2023

  Please see the attached response.

  Thank you!

  Policy Administration

  Customer response

  08/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, the situation is resolved. I am exceedingly disappointed with Fidelity's professionalism, lack of communication, and timeline in the resolution. However, I require no further update.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  11 months ago, I received a new credit card number. I promptly went online and updated my credit card information on Fidelity life so they could proceed with my monthly charges.Every month since for the past 11 months I have received notification from Fidelity life telling me they could not process my payment. Every month I have had to call Fidelity life to process my payment with the new credit card which they have on file. I have talked to numerous supervisors and personnel who have assured me that it would be taken care of next month and the correct credit card would be used.(I have documented names and dates)I have spoken to my credit card company. They have no problem with processing it and Fidelity life is an approved vendor. I finally folded and tried to process an annual payment, so I do not have to go through this every month. However, when I went online to do this it informed me this month would be double billed.I once again called and spent 25 minutes on the phone with Fidelity life trying to process this months bill and an annual payment so I do not have to go through this again.They have informed me they do not know how to do that and they will look into it. Two hours later, I have not heard back from them.I am absolutely mystified how incompetent a company can be. I would like to hear from a representative. I would like an annual payment to be applied to my credit card.It is rather scary , God for bid I ever needed to claim my life insurance wondering if they would even be able to pay??The Incompetence of this company is absolutely astounding.

  

  Business response

  07/07/2023

  Please see attached.

  Thank you,

  Policy Administration.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Fidelity Life continues to send multiple emails a day even though I have unsubscribed and blocked them. They wont stop!

  

  Business response

  06/02/2023

  Good Afternoon,

   

  I have added your email address to our Opt out list, please allow up to 10 business days. 

   

  Thank you!

  Customer response

  06/02/2023

   
  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

  01/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased life insurance from Fidelitylife in 2015 and have the payments directly withdrawn from my checking account. On 1/6/2023 I logged into my account to check my balance which I don't do very often and noticed Fidelitylife had not drawn the payments since October 2022. On 1/10/2023 around 1:30 PM, I called Fidelitylife at ************** and talked to Sharleese. After I explained the situation and she checked her system, She told me that my account had been locked and not be able to be re-activated because of no payments for 3 months. I explained to her that I did not receive any mails, emails, or phone calls regarding this. I moved to the new address about a year ago and have my mail forwarded by ***** ******** said the **** could have lost my mail and that is out of my control. I told her I did not receive any emails or phone calls either and she said her system did not show my email or phone number. I went home and check the application I filled out in 2015 with my email and phone number and signed with Docusign App sent from Fidelitylife. I believe that Fidelitylife did not really try to contact me in a way to get my response and lied about not having my email and phone number. The reason I let them auto-withdraw from my account is so I did not have to worry about it every month. I feel if they tried as hard as they did when they tried to sell me a policy, they would have got my attention and this would not have happened. Fidelitylife should re-activate my policy with the exact terms as I have had it for the last 8 years. Thank you for looking into my complaint and helping me to get my policy back.*********,***********************

  

  Business response

  01/18/2023

  Please see the attached response.

  Thanks,

  Policy Administration

  Customer response

  01/22/2023

   
  Complaint: 18806126
  
  I am rejecting this response because: Fidelity Life stated that they have responded directly to me to resolve the issue. Their respond was to cancel my policy and that was why I filed this complaint. Fidelity Life has not solved the issue.
  
  Sincerely,
  
  ***********************

  

  Business response

  01/25/2023

  Good morning,

  In reply to the rejected response, Fidelity Life Association's position still stands and no exceptions will be made. The Insured needs to submit a reinstatement form and undergo medical underwriting. Please see the attached response that was mailed to **************** on January 18, 2023, for more details.

  Best Regards,

  Policy Administration

  Customer response

  02/08/2023

   
  Complaint: 18806126
  
  I am rejecting this response because:

   

  Hello,

  
  

  I emailed Fidelitylife and asked for the re-initiated form they did not enclose in the mail. It's been about a week and they still have not responded I plan to respond in the BBB blog but I got this email.

  I like to keep this open. It seems this company is not truthful with what they said they are going to do.

  
  

  Sincerely,

  
  

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

  
  

  
  

  Hello,

  
  

  To continue from the previous email, attached is the letter sent by Fidelitylife with the highlighted sentence. They did not enclose the form and ignored my email.

  
  

  Sincerely,

  
  

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

  
  

  
  

  
  

  I received the letter mailed on 1/19/2023.

  In the letter, it stated that

  "A reinstatement application form has been enclosed for your convenience" but there is none.

  Where can I get this form and what do I need to do for the medical underwriting?

  
  

  Regards,

  
  

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

  
  

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

  

  Business response

  02/17/2023

  Good afternoon,

  Please be advised that the reinstatement forms were sent out twice, both on 2/3/23 and 2/14/23; However, they were sent to the address on record. We regret that you did not receive the forms because you had moved; however, it is the responsibility of the policy owner to update their address with Fidelity Life when moving. I have since asked **************** to re-send the forms to the address listed on this complaint, in ******, as we had also updated the address on the initial response. Please contact them with any questions or assistance on any forms you may receive at ************.

  Thank you,

  Policy Administration

  Customer response

  02/21/2023

   
  Complaint: 18806126
  
  I am rejecting this response because:

  Since my account was closed, I could not update my address. I also told the customer service on the first time i called my new address. Until now I still have not received the re-instatement form and I'm stilling waiting. However, I received the letter from *************************** dated 1/18/2023.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In ****, I began a term life insurance policy (policy number 0FL0521769) with a $267.09 monthly payment that was set up on auto debit from my business checking account. The agent that I purchased the policy from left the company and my account was reassigned to ***************************** who is someone I do not know and have never had contact with. On September 1st of 2022, my account was debited for $6558.06 per month and this amount was debited from my account for 4 months before the change was discovered. I immediately stopped payment to Fidelity with my bank and contacted Fidelity for an explanation and for a refund. I was informed that a letter was sent to me in July stating that my term policy had ended and my old policy was converting to this new policy with the new premium payment. I would like to emphasize that I do not recall receiving a letter from Fidelity outlining these changes. Clearly, if i had received this letter, I would have taken action to cancel the policy. The increase in premium is ****% and clearly not a good investment for a person of my age. If I was told 20 years ago that my premium would increase to this amount after it termed, I would have opted to cancel at term due to the increase in premium price. I have no recollection of having this conversation with the agent 20 years ago. I am certain by law, Fidelity has a duty to inform their customer of all changes. ********************** has failed in their obligation to clearly communicate this change and provide me with ample time to take action to prevent this. I would think that a change of this magnitude should require verified contact.

  

  Business response

  01/10/2023

  Please see the attached response.

• Initial Complaint

  12/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sought to find life insurance for my wife,************************I employed an agent,I thought to be an independent agent,*************************** *************)and he offered me a quote from Fidelity Life which was $124.05 for 3 months,but was only for $8,000 coverage and only a refund if she died in the first two years after taking out such a policy.Of course I refused to take the policy,but they continued to bill me for 3 months.They took out $38.55 before I chose not to take the policy,for what I don't know.I do not believe that I owe them any money,as such was never mentioned in their literature including the policy,nor from any one with Fidelity.All ****************** could offer to do was to tell Me to call Customer Service,and I was never able to get a response from Fidelity.I am only seeking a refund for $38.55 and an apology in writing from ******* and ***************************. Thank You. ******************* ************ ******************

  

  Business response

  12/29/2022

  Good morning,

  Please see the attached response.

  Thank you.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I both signed up for a $250,000 life insurance policy with Fidelity in Jul Aug 22 time frame. Somehow, we were actually signed up a $75,000 life insurance policy with a rider of $175,000 for accidental death. We were told that once the Medical Exams were completed the amount would revert to the $250,000 life insurance. However, once we received the results from the Medical Exam the life insurance policy amount increased slightly but the bulk of the policy was still for Accidental Death. We contacted Fidelity on 30 Sept and ask to cancel BOTH policies. We were instructed to fill out a Cancellation Form and email it to their customer service department, which we submitted on 30 Sept 22. However, on 3 Oct 22, our bank account was charged $86.57 for each of us. I have been and still am requesting a Refund in the amount of $173.14.

  

  Business response

  11/18/2022

  Good afternoon,

  Please see the attached response.

  Thank you,

  Policy Administration.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed for a $250,000 life insurance policy with no rider. I signed to this. The agent instead signed me up for a $75,000 life insurance policy with a rider of $175,000 for accidental death. That isn't what I agreed to, and so the contract and my payment isn't binding. The lady refused to cancel my life insurance over the phone and wouldn't even talk to me about a refund. I am doing a chargeback with my credit card. I would prefer you cancel my insurance and give me a refund.

  

  Business response

  10/21/2022

  Please see attached final responses

  Customer response

  10/24/2022

   
  Complaint: 18198970
  
  I am rejecting this response because:
  
  ****** is flatly lying. The blend of insurance was never explained. I provided proof that the rider was explicitly not told to me. The no rider box was checked in my electronic signature. ****** has said she reviewed the phone call but failed to release them. My own electronic signature proves her claims false.

  I did call customer service, right before I filed this complaint. I actually began typing out my complaint while on the phone. ****** is not telling the truth when she says I didnt call to have the service canceled. 
  

  I have started a chargebackIve already been refunded by fraud protection. If Fidelity tries to charge me again, thats a crime. 

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

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I needed health insurance so I applied for ************************** was too expensive so I cancelled it. The man that I was talking to said Fidelity Life insurance was at no extra cost . Next thing I know Fidelity Life took money out of my bank account. Thats how I knew about it. Now, Fidelity Life is saying I owe them ****** on 10/01/2022. My account #**********. Im only working part time. Why would I want something I could not afford. Im 58 & single. Can you help me to get this resolved? Kind regard *******************

  

  Business response

  10/03/2022

  Good afternoon,

  I tried to load a response on Friday but was unable to connect to the BBB website. Please see the attached response.

  Thank you,

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

  Policy Administration

  Customer response

  10/06/2022

   
  Complaint: 18119297
  
  I am rejecting this response because:
  

  I called Fidelity life & they said they are sending me a letter stating that I owe no money to them. Will let you know when I get it in the mail.
  

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

  

  Business response

  10/07/2022

  Dear **************,

  In the letter that was sent, we have advised the following: 

  On September 16, 2022, your policy was canceled, and a full refund of premiums paid in the amount of $98.79 was credited to your
  account.
  Your policy has been canceled and no further action is required. We apologize for any inconvenience you have
  experienced.

  Best Regards,

  Policy Administration

  Customer response

  10/10/2022

   
  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

  09/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Picked up a Term policy from Fidelity Life in 2021. Not the best terms or cost, but I needed something as I transitioned out of the military. I signed and submitted scanned signatures, and the policy went into place. I have now secured a new policy with more favorable rates, and I am attempting to cancel the police with Fidelity Life. As per their website, I called to request a cancellation of my policy on the 23rd of August. The customer service representative was friendly, confirmed everything was closed and good, and the call ended. A few days later I received a bill in the mail for the next three months in the future past the policy cancellation. I emailed customer service and received an email with a policy cancellation form to sign and return. I digitally signed it and returned it. I then received a letter requesting that I mail in a wet signature, as they don't accept digital signatures or scans. I signed it and mailed it out. Two weeks later I receive another letter requesting a wet signature, so I contacted customer service, who refuses to help, and just advises me to keep sending wet signatures until they are received. My first issue of concern - the refusal to accept a digital signature. "The U.S. Electronic Signatures in Global and National Commerce (ESIGN) Act in ******************************************************* every state and **** territory where federal law applies."My second issue of concern - signup for a policy will accept digital/scanned signatures, but cancellation refuses them. Under ROSCA (15 U.S.C. 8401-8405), "ROSCA requires negative option sellers to provide a simple, reasonable means for consumers to cancel their contracts. To meet this standard, negative option sellers should provide cancellation mechanisms that are at least as easy to use as the method the consumer used to initiate the negative option feature".The clear run around to prevent cancellation is criminal by definition, certainly unethical.

  

  Business response

  09/23/2022

  Please see the attached response.

  Thank you!

  Customer response

  09/23/2022

   
  Complaint: 18018525
  
  I am rejecting this response because: Fidelity is utilizing an automated BBB response, sent by a paralegal, which includes a prepared attachment that says they will respond directly. Choosing to avoid answering complaints and concerns in public, as evident by their responses, shows a lack of professionalism and shady business practices.
  
  Sincerely,
  
  *****************************

  

  Business response

  09/29/2022

  Please see attachment for our response to the client.

  Customer response

  10/03/2022

   
  Complaint: 18018525
  
  

  I am rejecting this response because:

  
  

  While your response outline the majority of the course of actions that occurred, it conveniently avoids the major concern at hand:

  
  

  The **** Electronic Signatures in Global and National Commerce (ESIGN) Act in ******************************************************* every state and U.S. territory where federal law applies."
  

  
  

  Under ROSCA (15 U.S.C. 8401-8405), "ROSCA requires negative option sellers to provide a simple, reasonable means for consumers to cancel their contracts. To meet this standard, negative option sellers should provide cancellation mechanisms that are at least as easy to use as the method the consumer used to initiate the negative option feature".

  
  

  As the organization in question is more than willing to accept scanned/emailed signatures to take money from customers, they are subsequently bound to accept the same form for cancellation, as outlined in the above ROSCA statute.
  

  
  

  In simplest terms, making it harder to discontinue service than it was to initialize it is the concern being raised. Please address that violation in your response.
  

  
  

  
  

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

  

  Business response

  10/14/2022

  Please see the attached follow up response.

  Thank you,

  Policy Administration

  Customer response

  10/17/2022

   
  Complaint: 18018525
  
  

  I am rejecting this response because:

  
  

  Per your own message, you state that Fidelity is not held to ROSCA as they were the initial vendor, which would have been true had Fidelity been the initial contact. In fact, initial contact was made from customer to efinancial to initiate insurance through an online market. While ******** is the parent organization of both companies, they are in fact separate entities as demonstrated on your own about page referring to them as a "sister company", found at https://fidelitylife.com/about/ . As initial contact was made between customer and efinancial, ********************** becomes the post-transactional third party seller (a seller who markets goods or services online through an initial merchant after a consumer has initiated a transaction with that merchant). As such, subject to the statues with in ROSCA, which holds the seller legal requirement to make dissolution of a contract no more difficult than its creation. As such, allowing a convenient option such as digital signatures, or scanned signatures to establish new customers, yet refusing it when customers attempt to end their contract, is a violation of law. Yet again, the responses from the "customer communications" at ********************** avoid admission of fault, and seek to skirt law through unscrupulous, business practices that are in violation of federal law. By failing to conspicuously disclose the material terms of dissolution of a transaction, prior to obtaining billing information, as well as providing a service of discontinuation no more difficult than initial engagement, ROSCA is being violated.
  

  
  

  Sincerely,

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

*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. ↩