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Complaint Details
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Initial Complaint
04/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased travel insurance in February 2024 for a trip I wanted to take through the **** Hancock, ****************** Travel. A few days prior to my travel I contracted COVID. I went to the *********************** and they advised that I don't continue with my travel which included a plane and boat excursion. I filed a claim with ***** Travel Claims with all the information they requested 3 times, the first time was March 3, 2024. I received another email April 3, 2024 that requested I send all the information again. I understand that companies need time to look into issues, but I feel something is amiss with this company. I've called 3 times and haven't gotten any answers. The last gentleman I spoke with stated he could see all my information in his system and didn't understand why this hadn't been handled.
Business response
04/04/2024
Response File Number 21529278Initial Complaint
03/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was court ordered a division of my ex-husbands 401K in 2022; the distribution and paperwork was held up until 2023. I have called a half dozen times in the last month to get the 1099R TAX FORM corrected from ******** to my STATE OF RESIDENCE which is CT and I have received (3) 1099Rs with the same exact information on it! I need to file my taxes by APRIL 15th and I have an incorrect tax form from **** Hancock that no employee can seem to comprehend! I need someone who understands ENGLISH and doesnt just apologize; tell me its corrected; and then send me the same exact tax form; it needs to be corrected; this is an egregious issue and needs to be corrected immediately given its March 21, 2024 and I only have a few weeks to file my taxes!!Business response
03/21/2024
A representative will contact this customer to address these concerns.Customer response
03/21/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I called this morning and spoke to a representative once again and received the same response. I do NOT believe this issue is going to be resolved before April 15, 2024 (TAX DAY). Theyre now waiting for ***************************** - (Plan Administrator) Homestead Landscaping, Bondville, ** to respond in order to resolve this issue when I could forward the same exact paperwork to them instead of waiting for her. My attorney had to tell her she was violating a court order in order for her to process the paperwork to start with because she continued to lie and hold up processing the paperwork. I need this resolved TODAY (3/21/2024)!
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Business response
03/25/2024
Our representative has contacted this customer and will work directly with this customer to help resolve these concerns.Customer response
03/25/2024
Better Business Bureau:
Although Im still not pleased with how the original paperwork sent to ***************************** was received/processed I stated that there should not have been any taxes removed from the lump sum. I did however, finally receive a 1099R with the appropriate state listed on the tax form, although the taxes withdrawn are still incorrect per my tax documents sent to Homestead Landscaping, in VT, Administrator, ***************************** I can at the very least file my taxes now.
Still unacceptable. Very disgusted with the whole process!I have reviewed the response submitted by the business and have determined that the response does somewhat rectify my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*******************Initial Complaint
03/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Retirement Account Contract # ***** ************************, *** I withdrew my 401K funds from my old retirement account, However I have not received them and it has been over 14 days. I contacted ************************* today and it was discovered that the funds was rejected back to ************************* due to incorrect account number. No one from ************************* attempted to notify me of this information. The representative and their supervisor stated that they tried contacting someone by the name of *********************** multiple times from my old employer, and she has yet to respond to them. I have not been with this employer well over 10 years which is why I went ahead and withdrew the funds because it was just sitting and not earning anything. The Supervisor stated that they have to get the ok from whoever ******* is to re issue my funds/correct the account number for deposit. I explained to them that I do not know that person and that person will not have any updated information in regards to me, being that I have not worked for the company in a very long time. The funds was not put back in the employer 401k account and it has been taxed/penalized for the withdraw. I asked to speak to higher authority but she insist that I have to wait or that I can try contacting ******* myself. I explained, If she's not responding to you guys how would I get this matter resolved?! Those funds were taken out so that I can put part of it with my current 401k account and for emergency purposes. They are causing such a major delay and do not seem to care one bit. It's strange that ******* was not needed for my withdraw but is now needed so that she can give my correct banking number that only I would have for re transmission of direct deposit/wire transfer.Business response
03/18/2024
A representative will contact this customer to address these concerns.Customer response
03/25/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
A representative contacted me and the issue was not resolved. The representative still stated the exact same information that I included in my complaint. The representative again stated that they are trying to reach out to an individual an old employer who is not answering their calls nor emails. My funds has not been sent nor reversed back into my 401k account.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Business response
04/03/2024
A new check has been overnighted to the customer. The customer may contact our representative for more details.Initial Complaint
03/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been trying for two months to have my PARS **** Hancock 401b funds rolled into another account. It is excruciating! After two months, I have apparently not filled out their incredibly confusing form correctly (even the rep for my new plan didnt understand how to fill it out in a three-way call). They will not amend the form over the phone even on a recorded line *** require me to complete a new form, mail it to my old employer, have them sign it again EVENTHOUGH the change has NOTHING to do with my previous employer. Their process needs to be updated to actually serve their customers. Every day they hold my funds I am losing money because it isnt in my new account.Business response
03/13/2024
Our representative will contact this customer to address these concerns.Initial Complaint
03/04/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
**************** manager, *******, is providing the wrong guidance and interpretation of the privacy policy. He is stating that my information will not be used or provide to outside organization when the privacy policy clear states this. He is offering guarantees and contradict the verbiage on the website. Furthermore he is being rude by saying that I am asking things "a million times" and that I am being a difficult customer. I would like a call from a member of management to further discuss whether the website is true or *******.Business response
03/05/2024
With out additional information we are unable to locate the appropriate policy. Please provide the department you spoke to or a policy number.
Thank you
Initial Complaint
02/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Feb. 27, 2024, I requested a direct transfer of my 401(k) to another institution. I provided all necessary information to accomplish this. **** Hancock however stated that they cannot do so, and would mail a check to me that I could then send to the new institution. However this is against IRS rules and is not consistent with **** Hancock's eagerness to hop on the phone with my last plan administrator and ensure a direct transfer of funds to **** Hancock. I called back on Feb. 28 to request again the direct transfer. I was placed on hold for 20 or so minutes waiting for a supervisor, only to be told after waiting that a supervisor would call me back on the 28th. This is ridiculous.Business response
02/29/2024
A representative will reach out directly to the customer to address these concerns.Initial Complaint
02/15/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
My husband bought a term life insurance policy in 2004 from **** Hancock Insurance. It is a 20 year policy. Right now it is expiring and he is only 61 years old and is on disability. Over the years we saw or heard from no one and we got a letter on January 19, 2024 that his policy is at the end of the term. The problem is the current premium payment went from $72.73 a month to $695.60 month. I am 72 years old and on social security and he is on disability do CHF. I think this was a scam because we have been paying faithfully for the last 20 years and because he has health issues, but under control, no one will insure him. This should be against the law. I have no money to bury him if something happens. The policy will be canceled if we don't pay the $695.00. I need something to bury him with, we paid into it and that is why you have it. He wants to keep his insurance, but that amount of increase is insane. We need a reasonable rate. If they don't insure him, I think it is a violation of his civil rights . He was never given another option for other insurance and no one contacted us in the last 20 years. We were given no other choice. Pay it or lose it. *******************************Business response
02/22/2024
We have reviewed the complaint and will be mailing a letter detailing the type of policy that was purchased. We will include a copy of the policy they purchased for their review. A term policy covers an Insured for a certain number of years. In this instance, 20 Years, with a level premium for that time period only. After the term expires, the premium renews annually based on the Insured's age. Thank you, *************************** ************.Initial Complaint
02/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 1/17/24 I requested a full distribution from my 401K after being terminated from my employer. Was told I had a 30 day hold per my plan description---it is not a part of my plan description. I again initiated another full withdraw request on 1/25/14. As if 2/9/24 my **** Hancock balance has been $0 but no funds have been set via direct deposit to my bank account. Today is 2/14/24 and now I am being told they have a system issue preventing them from electronically depositing my money that they need to send a check. There is no record of my distribution being initiated nor rejected. ALL other prior loans or distributions from this account have been logged with the date of the request and account info where it was sent. If the transfer was rejected then the funds should still be in my account yet my account balance is showing $0. I am owed over $3500 which is needed to pay my mortgage and car payment. No one can tell me where my money is or provide proof of their "rejected" payment. My distribution request from 1/25/24 showed completed/closed and my account summary says terminated-PAID. My distribution request from 1/17/24 says it's in progress. I was told the most recent distribution request is fulfilled and prior requests are cancelled. This did not happen either. Everything they tell you is a lie. Someone needs to get me my money sent TODAY! These people are criminals and should be shut down!Business response
02/27/2024
Our representative addressed this matter with the customer over the phone.Initial Complaint
02/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ive recently put in a request for a withdrawal form for my 41k 2 weeks ago. I havent worked for the company ********************** in 4 yrs. Ive been filling everything out over the computer but it seems like every time I asked about my request they tell me something new. Ive been on the phone with both parties and it just seems like there is no real communication between them. For example the HR representative that **** Hancock had on file for ANF no longer worked there. Every time I called one of the 2 companies Im being told to refer a massage to one another. I called today 02/01/24 and was told that Im at fault for not filling something out correctly when I had a ************************* representative guide me through the *** the very first day. I was also told it was going to take a week because they have a delay and to me the whole process just seems like an inconvenience.Business response
02/02/2024
Our representative will reach out to this customer.Business response
02/02/2024
Our representative will reach out to this customer.Initial Complaint
01/21/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
**** Hancock variable life insurance is not reinstating a policy that they said was being paid and in good standing after many calls.Business response
02/01/2024
We have received and reviewed the concerns and have mailed a response directly to the consumer.
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Customer Complaints Summary
201 total complaints in the last 3 years.
79 complaints closed in the last 12 months.