ComplaintsforOne America Financial Partners, Inc.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was an employee of *************** Systems until 2017 and my retirement account was managed by BMO ****** bank, which then became One America. I did a change of address, but just stopped receiving any mail or electronic communication. I tried to access the funds to roll over, but had to go back and forth on hold with One America over multiple days for them to finally say that they can't access my account. I was not notified that my account would be serviced by another institution. I just want information on where my funds were transferred to or what happened, but the folks on the phone can't give me that information. I have been dealing with this for 7 years and there has been no resolution. I also cannot access my account online as it says that my account was deactivated. I really just want to know what happened to my retirement account funds so I can follow up with that institution. Previous employer, chestnut health systems, is not responsive and has also not been helpful.

  

  Business response

  04/12/2024

  Good afternoon,

  American ***************************** (***), a ********************************** has received your correspondence regarding the above referenced Complaint ID.
  

  While AUL takes this complaint seriously, due to privacy laws we are unable to provide the Better Business Bureau with details regarding the account. We are currently investigating and a written response will be sent directly to **************** within 20 business days of our receipt of the complaint.
  

  Thank you,

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

  Corporate Paralegal Senior

  Corporate Compliance and *************************

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am unable to transfer money between funds via the web site. I first reported this on December 7th 2023 and have been given case no. *******. I've called to find status 9 times. The last time was March 8th. Each time ive been told "we are working on it". I have received several emails stating i will be notified with an update. The last email was February 8th and have since stopped. I dont understand how it could take this long to fix their website. If the stock markets take a down turn I will be unable to redistribute my portfolio. This is a huge issue as i plan to retire the end of the year. While the customer service people are pleasant to speak to i feel they are not taking this problem serious. It has been nearly 16 weeks and still no resolution. I feel i have no recourse but to file a complaint. I will keep calling and keep filing complaints if nessacsay until this issue is resolved. I may be reached anytime at the following number ************.

  Customer response

  04/16/2024

  I received another email from the company on 4-11-24 saying they have an update to the case and to call, ************** . I've been in contact with customer service and the notes on the case says it has been resolved. it is NOT. both the customer service agent and my self have tried to transfer and are unable to do so. As I mentioned in my original complaint, that if the markets down turn I will not be able to protect my savings. As of this post I've lost $13,000 dollars do to this problem. I've called 12 times trying to get this resolved. I feel I will need to take legal action against this company.

  Customer response

  04/19/2024

  the issue i reported has finally been resolved as of 4-18-24. it turned out to be an I.T. issue with the company. i still can't believe it took 19 weeks to finally figure it out. over the course of this issue i've lost over $16k. i've asked the plan manager for restitution for this as they admitted to be a company fault. i shall continue to call and seek the repayment of my loss.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My father passed away on 12/02/23, his employer (HR) gave me a rep **** for ***************************** She called OneAmerica (OA) on 12/13/23, stated she never heard back. I followed up with Stonewater rep on 01/04/24, she stated that she was told I had to call myself and get the ****rmation. I called on 01/08 to get the process started and then emailed the requested documents, death certificate and will. Received email from OA on 01/18 had death benefit request forms to fill out. I did and never heard anything. 02/12, I went back to email from 01/18 and filled out forms again. Called OA on 02/23 for status update. Was told the HR needed to sign disbursement and they had been sent the paperwork to do so. I asked if it could be emailed was told OA doesnt do business over email, I said that is how I have been signing everything and sending stuff over. Called HR, she had not received anything. I asked OA for the account balance and was told they couldnt give that to me. Called on 03/11 at 2:15 pm the system said it would be 2.5 hrs until I received a call back, I received a call at 5:27 pm. Was then put on hold for *********************************************************************************** as executor, I filled out the docusign paperwork wrong by signing where the HR director should sign, everything else was filled out correctly, was then asked why I selected paper check because I could be able to get direct deposit. 03/12 Filled out paperwork via docusign, sent to plan administrator, filled out direct deposit **** as I was told that was an option. Called on 03/13 spoke with someone to verify all the paperwork was received and complete, they ****rmed me they couldnt accept docusign, needed to also select paper check. Total opposite of what everyone else has told me. Filled out paperwork again, sent to employer, she emailed and faxed to OA. Will be following up and requesting statements on the account since no one will actually tell me the account balances.

  

  Business response

  04/15/2024

  Please see attached.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to express my extreme dissatisfaction with the service provided by One America in relation to my ******************** policy. My experience has been nothing short of a nightmare, and I feel compelled to share my story to prevent others from falling victim to similar circumstances.I initially invested in this policy under the impression that it operated like a regular bank account, with the promise of substantial interest gains and the flexibility to withdraw funds without penalty. However, it quickly became evident that this was not the case. Since submitting my case on February 8, 2024, I have been met with nothing but delays and empty promises. Despite being assured that my issue would be resolved within 10 business days, it is now March 1, 2024, and I am still fighting for the return of my hard-earned money.Over the course of less than a year, I have contributed over $17,000 to this policy, only to be offered a paltry sum of around $15,000 as cash value. The remaining amount is set to be pocketed by One America, leaving me feeling cheated and betrayed.Adding insult to injury, my agent, who initially enrolled me in this policy, has been virtually impossible to reach. It seems that whenever I attempt to contact her, she is conveniently "out of the country" or otherwise unavailable.This entire experience has left me feeling deceived and taken advantage of. The lack of transparency regarding how the policy works, coupled with the unprofessionalism and incompetence displayed by both the company and my agent, is simply unacceptable.Their deceptive practices and lack of accountability have cost me thousands of dollars and countless hours of frustration. I urge the Better Business Bureau to thoroughly investigate this matter and take appropriate action to hold One America accountable for their actions. So that I can get the full amount of money Ive put into the whole life policy to date.

  

  Business response

  04/10/2024

  Please see attached.

  Customer response

  04/21/2024

  This matter was resolved. I was able to get my refund. Thank you for your help in this matter.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  One America received the pension for my mother. I am the executor. I called them after finding out from the previous company. I requested the documents to be sent via fax or email in December. Once I received them I immediately sent all requested documents over to them. I called and confirmed they were received. The week following they let me know it would be 1-2 weeks via voicemail. It is now February and they refuse to give any update other than it is processing. They have no response for when it will be done and no apology for it taking so long. Each time I have had to call and reverify all of my mothers information- they cannot even verify through me despite the documentation being sent over. I have made numerous requests for actual completion time of the application and updates that are beyond the vague response of processing. They say the pension has not been implemented yet at OneAmerica? Well why do you have it then That is something that shouldnt be the case two months later. This pension she did not receive while she was alive and she died in 2022. It is 2024. They never informed me they had her pension I found out on my own investigating. Despite the estate being listed with myself as the contact.

  

  Business response

  03/05/2024

  Unfortunately, the complaint does not provide enough information for AUL to investigate and respond at this time. ******************** does not provide the name of her mother, which is needed for AUL to identify the correct pension. AUL has mailed a letter to ******************** today that requests additional information in order to investigate and respond to her complaint. Once that information is received AUL will respond in writing directly to ******************** within 20 business days. 

   

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

  Corporate Paralegal Senior

  Corporate Compliance & Market Conduct

  Email: *************************************************

   

  One American Square, P.O. Box 368

  ************, ** 46206

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was employed with ************* (JC), until 31 October 2023, and One America was our financial manager for our 401K. With me no longer being employed with ****** wanted to transfer part of my funds to Voga with my new company and have the rest distributed to me, I put in the paperwork although it took about 2 weeks for them to process that and send the funds to Voga. I have been waiting for a while to get my funds, I have called several times and different representatives have told me that they have no clue why it wasn't processed along with the distribution to Voga. Now I'm being told that they have to send the request to the processing department, and then they will contact the distribution department, when I asked for a supervisor or someone in charge I'm told there is no such person with a direct line for me to talk with and during my last call the representative hung up on me because I asked for the complaint department or the legal department. My funds have started to lose money while sitting and waiting for someone to decide my finances, had I known it was going to be like this I would have requested all the money be sent to Voga and just taken it out from there.

  

  Business response

  02/27/2024

  Good afternoon,

  American ***************************** (AUL), a OneAmerica Financial company, has received your correspondence dated 2/14/2024 regarding the above referenced ID number.
  

  While AUL takes this complaint seriously, due to privacy laws we are unable to provide the Better Business Bureau with details regarding this complaint. We are currently investigating the complaint and will respond with a written response directly to ************** within 20 business days from receipt of your correspondence.
  

  If I can be of further assistance, please do not hesitate to contact me.
  

   

   

  ********************* Corporate Paralegal Senior Corporate Compliance & Market Conduct Email: ************************************************* One American Square, P.O. Box 368 ************, ** 46206

    

• Initial Complaint

  01/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau, On January 5, ****, I submitted a withdrawal/distribution from One America Financial for approximately $51K from my personal investment account. I was promised by a One America rep that my funds would be direct deposited to my account by this date which has not transpired. I have since learned that many other investors have had similar experiences with One America based on online reviews. I have received poor customer service regarding this matter I explained was an urgent one due to a death in the family. If not resolved immediately (completing the transfer of stated funds) I will also follow up with an inquiry to the SEC to take specific actions such as making any restitution or ceasing and desisting from certain activities.

  

  Business response

  01/29/2024

  Hello Ms. **************************

   

  Please see the response from American ***************************** (AUL), a ********************************** in reference to the above-mentioned consumer complaint.

   

  Thank you,

   

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

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

  Market Conduct Analyst

  Corporate Compliance, Market Conduct 

  Customer response

  02/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************
  

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted the company on 11/1/2023 for a hardship request. This entire process has been an absolute nightmare, from waiting more information, "unreadable" information, to not notify of any movement. I have placed several calls only to find out more information is needed. I provide that, then the cycle repeats. There has only been 1 representative that I have spoke with who was pleasant, everyone else was rude or unengaged. I have spoke to 2 different supervisor who were supposed to call me and back and didnt. The last supervisor I spoke with promised a callback on 1/16 and that was not given. It appears that they are not seeing the full picture as to the 4 medical bills, 1 of which we now have to go to court over because of OneAmerica's negligence, and only basing there decision on 1 bill. I have jumped thru every hoop they have requested and then some. My employer has not put one ***** into my retirement and this is my own money that I needing to pay bills that they are refusing to allow to have. I have already quitting putting my money into this company because they are a scam. Bill 1 - *********************** - ***************************** Bill 2 - *********************** - HSHS **** 3 - ***************************- HSHS Bill 4 - *************************** - Affordable Dentures Not being able to pay these bills have prevented me from being seen (access to care) and I have not had my medication now for almost 3 months. Attached is screenshots from my email on the lack of communication this company gives.

  

  Business response

  01/23/2024

  Please see attached.

  Customer response

  01/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Everything I have been told from this company has been a lie, from the documents needs for hardship proof to promised callbacks. It seems they are making up things as they go. Now they are request itemized bills from the hospital dated from 60 days. I dont have that information now as its been ongoing for longer than 60 days. There is not any clear communication on what they need. They tell me one thing and then its something else. The auditor also were not looking at all bills provided and they were just focusing on one bill and now is requesting new information. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  12/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 10, 2023, ********* Hospital in *********, ** unexpectedly closed. The closure was covered by news outlets and all information is available online, plus may be confirmed with the state. OneAmerica refuses to acknowledge this as proof that employees are no longer active, and are refusing to allow us to access our funds. OneAmerica repeatedly informed multiple employees (myself and my financial advisor included) that they only needed the plan trustee to call them to acknowledge the closure and subsequent termination of the plan, and that we could then begin the process of distributions. We managed to get into contact with the trustee, and once that was done, OneAmerica then began stating that they never told us that the trustee could do anything, that this account is considered abandoned, and that legal may need to be involved. They refused to respond to comments regarding how they have told MULTIPLE employees this exact route to resolution, and only changed course once we were able to track down the trustee.This is amoral, unethical, and should be illegal. Please investigate this matter, as our 401ks have been losing money at an accelerated rate since the time we first notified OneAmerica of the hospital closure.

  

  Business response

  01/08/2024

  Good afternoon,

  American ***************************** (AUL), a ********************************** has received your correspondence regarding the above referenced Complaint ID.
  

  While AUL takes this complaint seriously, due to privacy laws we are unable to provide the Better Business Bureau with details regarding the account. We are currently investigating and a written response will be sent directly to **************** within 20 business days of our receipt of the complaint.
  

  *********************, AIRC
  

  Corporate Paralegal Senior

  Corporate Compliance & Market Conduct

  office: ************** 

  Customer response

  01/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I reject the privacy statement as they are willingly communicating with *************************** a man who self appointed himself to be the new board chair for the hospital that isn't open one to which the man spent years suing for random reasons and was told by the county courts it was harassment.  And yet they will not communicate with me the account owner beyond telling me their is nothing they can tell me. I want a time line, direct answers and no more run around. 
  
  Regards,
  
  ***************************
  

  Customer response

  02/01/2024

  No they have not contacted me since this complaint. I have received information from a outside source and was able to get paperwork started to get funds released though. We will see if they release them. 

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a 401k ( retirement plan ) with one in America with a job I left in July. I was informed in September I would receive a distribution because I was no longer employed with the organization. Instead of giving me my money, they moved my funds into a trust fund which I had to start the whole distribution process over. Each time I fill out the forms they get sent back 2 weeks later because I didn't fill it out correctly but when I call they can't tell me why it got rejected. I have been trying to get my money since July ( that's 4 whole months ). I filled out another distribution on November 20, 2023, and was told it was accepted and processed on November 24, 2023, but due to the holidays there was a delay therefore I would get the funds Monday. I called today and was told it was never processed to begin with.

  

  Business response

  12/11/2023

  Good morning,
  
   American ***************************** (AUL), a ********************************** received an inquiry from the Better Business Bureau dated 12/9/2023 regarding a response to the above referenced Complaint ID number. AUL emailed the below acknowledgment to the Better Business Bureau on 11/28/2023 and emailed a response directly to ******************** on 12/8/2023.
  
  If I can be of further assistance, please contact me. Thank you!
  
  *********************, AIRC
  
  Corporate Paralegal Senior
  
  Corporate Compliance & Market Conduct
  
  office: **************
  
  One American Square, P.O. Box 368
  
  ************, ** *****

*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. ↩