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:09/24/2025

  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.

  I am trying to submit a claim through Sentinel Benefits with my HRA account. They denied my claim 3 times. My claim follows *** guidelines and I'm giving them my statement to show what I owe. It shows exactly what my insurance paid and how much I owe. It's a claim for $89.15 that's supposed to be sent to **** ****** ***** Health. The bill is for a heart monitor that I was supposed to wear for 7 days because I was showing signs of tachycardia and my PCP wanted to rule out anything serious.

  

  Business Response

  Date: 10/06/2025

  Regarding your HRA claim submission.
  
  Reviewing your most recent upload on 9/25, the claim total was $89.15, which is comprised of a deductible amount of $59.15 and $30 not covered by insurance. The $59.15 was approved and sent via check to the provider on October 3rd.
  
  If you have any other questions or concerns, please feel free to contact us at **************.
  
  Sincerely,
  
  Sentinel Group
  
  

• Initial Complaint

  Date:08/13/2025

  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.

  On August 5th I requested my 401k balance of $2k be redistributed to my new account at ************. The funds were removed from my account but neither myself nor transamerica has received them. 2 months later I have no update or status on where my money is. I have called 4 times. I have placed 2 inquiries on the website in the contact us/help box. I have written 3 emails. They do not withhold their promise of responding within ***** hours, it takes 3-5 days to get a response from them. My money has been missing for 2 months and no one can provide me an answer on where it is. That is unacceptable.

  

  Business Response

  Date: 08/20/2025

  Thank you for bringing this matter to our attention. We apologize for the delay in receiving your payment. This issue has now been resolved.
  Your reissue request was received and processed on August 14th, and a new check was issued that same day.
  If you have any further questions or concerns, please feel free to contact us.
  Sincerely,  
  Sentinel Group 
  

• Initial Complaint

  Date:05/08/2025

  Type:Billing 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 have a **** card with an expiration date of 10/2025 from Sentinel Benefits Financial group. According to my last statement, I have a balance of $241.24, which I intend to use to pay my medical bills. However, I am unable to do so.I tried to use my **** card on the following dates: 3/14, 4/14, and 5/8, but I encountered issues. I contacted customer service at **************, where I was informed that my card had been canceled and that I was required to use the balance before March. This information is new to me, and I did not receive any prior notification from Sentinel regarding this matter.Given this, I would like to file a formal complaint and request either a reimbursement of the $241.24 balance or an opportunity to use the **** card with the expiration date of 10/2025 to pay my medical bills.Thank you for your prompt attention to this matter. I look forward to your response.

  

  Business Response

  Date: 05/12/2025

  Thank you for reporting this issue. After reviewing the situation, we've contacted the participant directly and advised her to reach out to her employer regarding the new benefits administrator.
  If you need any additional assistance, please contact us.
  Sincerely, 
  Sentinel Group
  
  

  Customer Answer

  Date: 05/12/2025

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy 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,
  
  ***** Cordova *****

• Initial Complaint

  Date:02/14/2025

  Type:Product 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.

  Lost my job in November of 2024, was told to contact sentinel group myself to handle my 401k distribution on my own. After being approved for a cash distribution sentinel group told me a check was in the mail...would not allow direct deposit ..which should have been my first red flag! After waiting over a month to get a check they said had been mailed but I never received they offered me an option to reissue the check and have it expedited via **** charged me an extra $25.00 and told me it would be 24 to 48 hours before I'd get a tracking number just call back for it, finally got the tracking number after 5 days but *** says it doesn't recognize the number...it's been over a month since I was approved and I feel like sentinel group is doing nothing to resolve my problem, I need this money for Medical expenses and explained this to at least 10 or more of their associates but it's always the same answer that the check is on the way, trained puppets to cover up for poor management imo! I really believe I'm going to have to sue them to get my money, everyone who's reading this should not consider sentinel group for their future retirement fund...

  

  Business Response

  Date: 02/19/2025

  Thank you for your patience as we address the delay with the distribution. We apologize for any inconvenience caused.
  
  The original check was lost in transit, and we had to issue a replacement. This process takes some time, and we appreciate your understanding.
  
  The new check has been sent, and weve confirmed it was delivered last week.
  
  Thank you again for your patience. Feel free to contact us if you have any further questions.
  
  Sincerely,

  Sentinel Group

  Customer Answer

  Date: 02/19/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy 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

  Date:12/26/2024

  Type:Product 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 was trying to submit my medical expenses for the 2024 year for *** reimbursement. The company is telling me I cannot submit any expenses after April 14th because that is when i was laid off from the company I worked for. I have almost $1300 of my money in the account that was deducted from my paycheck they are saying i am not entitled to. They are stealing my money by not allowing the reimbursement of my medical expenses.

  

  Business Response

  Date: 12/31/2024

  Thank you for bringing this matter to our attention.
  
  We are sorry for any inconvenience that was experienced regarding the *** reimbursement account.
  
  We have reached to the participant and explained with more clarity how the *** reimbursement functions.
  
  If you have any further questions or concerns, please do not hesitate to contact us.
  
  Sincerely,
  
  Sentinel Group
  

  Customer Answer

  Date: 12/31/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy 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

  Date:12/20/2024

  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.

  This company provides workers compensation for injured workers. Im an injured worker. This company based my weekly pay off my net pay, should have been gross pay, and didnt include my fringe benefits which they should have. This created a wild hardship for my daughter and I. We were evicted from our apartment because I couldnt keep up due to such little weekly pay. After a period of time I was assigned a new adjusterthings went from bad to MUCH WORSE. She decided that she was going to, on her own, withhold my weekly pay while I was still under the care of my doctors. This went on for a couple months so I had to attain representation. Since having an attorney nothing has changed. Weeks and weeks will go by without a single check, even at the wrong low amount. On top of that, theyre now dragging their feet on making the correct adjustment to my weekly benefits, which would mean a retroactive check which would greatly help me to recover from this nightmare CCMSI has put me through. They keep coming up with new excuses because they know getting seen by a judge takes forever in this country. Rather than just doing the right thing. This company treats the injured workers theyre tasked with taking care of with complete disregard and zero humanity. They are liars and in my opinion, criminals. Im asking BBB to request they do the right thing and make me whole so I can pay my bills while I try to heal from these injuries.

  

  Business Response

  Date: 12/23/2024

  
  Thank you for your message. I regret to inform you that this appears to have been sent to the wrong company. We are not involved with workers' compensation claims.
  
  I hope you are able to resolve these issues soon.

  
  Best regards,
  

  **** Found

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

• Initial Complaint

  Date:12/18/2024

  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 Mother is currently in a short term psychiatric unit and needs to be transfered to long term care. The long term care facility requires proof of life insurance converage. I have sent a POA to Sentinel so that the information about my Mom's coverage could be released. I have contacted Sentinel over 2 weeks every single day, the hold time varie from 1 hour to 3 hours, once someone answers the reason for the delay is that the final review of POA ,which is already in the system for over 2 weeks, still needs to be reviewed. They have terrible customer service : long answering wait times, no dedication to resolving the issue, and empty promises (I was told that it would be done in 48 hours.

  

  Business Response

  Date: 12/23/2024

  Thank you for your inquiry. Upon review, I believe there may be a misunderstanding regarding your Power of Attorney (POA) request for life insurance.

  My company, Sentinel Group, specializes in employee benefits administration and does not handle life insurance POA matters.

  You may wish to direct your inquiry to Sentinel *********************** or a different life insurance provider who would be better positioned to assist you with this matter.

  If you have any questions regarding our employee benefits services, I would be happy to help @ ************.
  

  Best regards,

  **** Found

  Service Center Director at Sentinel Group

• Initial Complaint

  Date:11/23/2024

  Type:Product 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 requested distribution of my 401k and my employer sent the document called 'Termination Withdrawal Election Form' that was required for the process by Sentinel Group. I selected to get the withdrawal by check with overnight expedited delivery option. I have waited few weeks but didn't get any contact and any updated information on the process. When I contacted Sentinel multiple times and talked with the agents, they said they issued check and shipped at the beginning of November but shipping was returned because of the wrong address. There was no error or any wrong information on the filled document. Last agent I talked to said they're going to reissue the check and wanted me to wait about a week for its arrival so I requested expedited shipping option as I requested as before - I paid $25 for the expedited delivery. However, he refused expedited shipping option and want me to wait a week. I have waited but I didn't get the check that should be delivered this week.I don't know why I have to contact them multiple times to get my money back and get stressed They charged $100 for the withdrawal process. I researched on the similar issued on this business and they really have claims due to the same issues with other complaints. Now I have to worry about how to pay the rent for next month and how to pay the medical expenses. It's really frustrating.

  

  Business Response

  Date: 11/27/2024

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that was experienced regarding the delay. We have spoken to the participant and resolved the matter.
   
  If you have any further questions or concerns, please do not hesitate to contact us.
   
  Sincerely,
   
  Sentinel Group

  Customer Answer

  Date: 11/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy 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

  Date:08/02/2024

  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.

  I have a 401(k) account at ******************** and requested a distribution from my account. Options for receiving the distribution are (1) "direct deposit to a bank account" or (2) "check by mail". I always choose direct deposit to my bank account because it is safer. Today, Sentinel refused to allow the direct deposit to *********************. All of a sudden, after years of direct deposits, they are refusing me access to my money in the way that I prefer.

  

  Business Response

  Date: 08/13/2024

  As part of our ongoing commitment to protecting our clients accounts, our company recently implemented enhanced security measures for financial transactions, specifically focusing on our ACH (Automated Clearing House) transfer protocols. This initiative aims to maintain the integrity and efficiency of our payment processing system.
   
  We've recently implemented restrictions on certain financial institutions based on risk assessments conducted by GIACT, a third-party consumer reporting agency that verifies and authenticates checking and savings accounts. While the verification of the account provided showed positive activity, the ownership of the account could not be definitively confirmed. As a result, we were unable to initiate a deposit to this account.
   
  We understand that this may cause some inconvenience to our clients. To mitigate any disruption, we're offering alternative payment methods, including the option to receive payments via overnight check delivery.
   
  Our team is committed to supporting our clients as we work together to balance account security and convenience. We believe these measures are necessary to uphold the highest standards of security in our financial operations. If you have any questions or concerns, please don't hesitate to reach out to our customer support team.
  
  

• Initial Complaint

  Date:07/15/2024

  Type:Product 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 requested and submitted all necessary paperwork for a transfer/distribution in my 401k. I was told a check was mailed, I waited several weeks for the check to arrive when I spoke to several staff members at Sentinel I was told the mail is something they don't have control over. My only alternative was to reissue a new check via regular mail or have it Expedited via *** I chose to have the check issued with the *** service and pay the additional fee and have the check. I would like to either see a copy of the cancelled check or a copy of the request to the Custodian to cancel the check that was suppose to be in the regular mail in my first request.

  

  Business Response

  Date: 07/17/2024

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that was experienced regarding the check delay. We have spoken to the participant and resolved the matter.
  
  If you have any further questions or concerns, please do not hesitate to contact us.
  
  Sincerely,
  
  Sentinel Group
  
  

  Customer Answer

  Date: 07/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy 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,
  
  *********************