ComplaintsforWestern & Southern Financial Group, Inc.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 5, 2024 I made outreach to Sean M****** advising I wanted to cancel my 3 life insurance policies. Due to they're continuously withdrawing money earlier than the schedule date of the 10th each month. He stated he no longer worked there and gave me the number to CS. Needless to say I've calling this company to cancel these policies and they still haven't been canceled. They're refusing to do so. One person said it was canceled, they withdrew money again in Feb 5th & 10th. Called on Feb 8th, 9th, 12th, & 26th. I've spoken to representatives & supervisors with no assistance. They just keep it. saying cant cancel until after no payments have been made and it will not hurt my credit. No one can tell why they will not just cancel my policies. Why are they making keep this policy until March 24, 2024.

  

  Business response

  03/01/2024

  Upon review of *** ****** complaint, our company was notified to remove from recurring banking information on February 14, 2024. Upon request of the payer, we have removed from recurring drafts as requested. The policy will continue to provide coverage until the lapse date as required per contractual terms. The policy must go through the lapse state as the company is not permitted to “lapse” a policyholder’s policy automatically. If the policy is paid through a current paid to date and no further premiums are received, the policy will lapse at which time the policyholder will receive a notice in the mail.
  
  *** **** has been advised of the process and unfortunately, has requested that we automatically lapse the policy, which we are not allowed contractually. If she would like to further discuss or receive her lapse date, she may contact our executive correspondence manager at ###-###-#### to receive the date. We have also noted that the client no longer wishes to receive additional phone calls related to the policies.

  Customer response

  03/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  I called them in January 5th to cancel and on Feb 8th & 9th and they still took another payment on the 10th. Which resulted in my call to them on Feb. 14th.
  Regards,
  
  ****** ****
  

  

  Business response

  03/04/2024

  Western & Southern Financial Group continues to provide excellent service to our policyholders. When a request is made to remove a policy from recurring payments, this is documented on a recorded call and forwarded to our processing department to stop all payments.
  
  After review of *** ****** account, we are unable to retrieve any contact made on January 5, 2024 as stated. Per our review, a call was made on February 14, 2024 at 2:48 p.m. requesting that all recurring payments stop and policies be cancelled. We have honored her request based on the date the request was received.
  
  The company continued to provide coverage to the policyholders, and we are unable to provide a refund of any premiums as the policies continued through the paid to date. We apologize that *** **** is not happy with our decision, however we have continued the policies as outlined per her contracted terms.

  If she has any additional questions, she may contact our executive correspondence manager at ###-###-####.

  Customer response

  03/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  it’s a shame this company is being so fraudulent in their responses. Just because they are not admitting doesn’t mean it didn’t happen. This is why I involved you. On my last correspondence I showed the text and now today. I’m attaching a copy of the voicemail confirmation of my request on 02/08/24 from my call on the 7th. This is ridiculous that I have to keep going back and forth with them. I could’ve just kept calling. Because this is redundant; seriously.
  Regards,
  
  ****** ****
  

  

  Business response

  03/08/2024

  Per *** ****** response, this provides additional information per the company’s stance. Her text messages show that she contacted her former financial representative at which time he directed her to our customer service department to cancel. After review of all phone calls received from *** ****, the Company received a request on February 14 requesting the policies be canceled and removed from recurring payments, which was processed.
  
  At this time, we apologize for *** ****** experience, however we have fulfilled our obligation to the policyholders per contracted terms. The policies have all been removed per her request on February 14, 2023 and the coverage will cancel as requested. If she would like to discuss this matter further, she may contact our executive correspondence manager at ###-###-####.
  
  Thank you.
  
  

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I invested in an annuity with this company, and they have been extremely difficult to work with over the past three months while I have been trying to cash out my annuity and get my money from them. I have waited a total of at least two hours on hold. I have undergone their process of filling out the online form for surrender of the annuity, THREE TIMES. Then I hear nothing back and no money is transferred. So I call them, wait on hold forever, and finally tell them why I'm calling, and they tell me they have no record of my filling out the form, even though the webpage said the submission was successful. So today I call them again (after trying to get my funds from them for over two months), and they say, again, they see no record that I submitted the request form. Then they put me on hold again and come back eventually and say I need to fill it out again, and this time also have my wife, the joint owner sign the form, because that was why they never sent the money. "Why didn't you tell me that the first time? Or the second time. Or the third time?" I asked. No reply, just, "FIll out the form again with both signatures." So I'll do this. There was no apology, no "I'm sorry we didn't tell you this the first time and that you've had to wait all this time for a reply." I will never do business with this company again. Really, an apology for their lack of concern and their screwup would have been nice.

  

  Business response

  02/05/2024

  Integrity Financial Services understands the urgency of our client’s request as they have entrusted us with taking care of their financial needs. We would like to apologize to the client for the long wait times as our calls are increased during the end of year/beginning of the year due to the tax season. We understand the inconvenience that this may have caused.
  
  Upon further review, we show that the client’s contract has been closed as requested and the contract is no longer active. Due to the client’s privacy, he may contact our Executive Correspondence Manager at ###-###-#### if he would like detailed information. We appreciate *** ****** business. 

  Customer response

  02/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  They're blaming it on tax season? This fiasco started in October. It has taken 4 months of requesting and filling out forms and calling them and waiting on hold for up to 30 minutes (listening to annoying music) and they have still not sent the funds. Every time there is a delay and the funds are not sent as promised, they do not notify me abut it, they do nothing and I have to reach out to them again and wait on hold forever. Their latest excuse was that they could not figure out how to wire the money, even though they received (3 or 4 times) the account number and routing number of the largest bank in the nation. Other companies have had no problem wiring funds to my account. They didn't bother to tell me why the money didn't come. I had to call them, after waiting another two weeks, and then they tell me they are mailing the funds and if the money isn't here in another two weeks I should contact them again. What the hell? This is the worst customer serve I've ever encountered with a financial company. 

  WHy don't they just say they're sorry for all the lack of efficiency and commit to doing better, instead of dismissing the client's concerns and trying to excuse themselves by blaming tax season. And it was not tax season when these delays started.

  I STILL HAVE NOT RECEIVED MY MONEY! THIS IS THE FIFTH MONTH OF TRYING. MY NEXT STEP WILL BE TO TURN THIS OVER TO MY ATTORNEY. 

  Regards,
  
  *** ****
  

  

  Business response

  02/09/2024

  Our pull request was unsuccessful, so *** ****** check went out yesterday (2/8/24) via standard mail. It is being mailed to his address of record. Unfortunately our manual check creation and pull request system is a manual process that involves multiple departments, and some of our requests to pull checks are unsuccessful from time to time due to these factors.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Mother has had Life insurance policy with this company since 1980’s, she Passed Oct 14,2022 , as her Power of attorney and beneficiary, I first contacted WESTERN & SOUTHERN FINANCIAL GROUP October 17,2022 from FUNERAL HOME as I was attempting to make arrangements for service, at that time the funeral director was advised by a representative of WESTERN & SOUTHERN FINANCIAL GROUP that the policy couldn’t be honored because the Policy was PENDING, at that time I tried to get information on the particulars and was told on this emotionally day for me that I WASN’T AUTHORIZED FOR FURTHER INFORMATION, despite the fact that I was my Mothers DAUGHTER, BENEFICIAL AND POWER OF ATTORNEY, this day because of WESTERN & SOUTHERN FINANCIAL GROUP *** ******** Cincinnati,OH 45202-3341 was extremely hurtful, disappointing, stressful and confusing. My Mother service was Oct 27,2022 and I’ve made consistent calls to WESTERN & SOUTHERN FINANCIAL GROUP “ DAILY “ from Oct 27,2022 to present, they relayed daily verbal and by mail every week “ WE MAYBE WAITING TO RECEIVE ITEMS REQUIRED TO PROCESS THIS CLAIM . IF YOU HAVE SUBMITTED ALL REQUIRED ITEMS, YOUR CLAIM IS BEING REVIEWED AND IS RECEIVING OUR PROMPT ATTENTION.” I have several duplicate letters since the claim was submitted , today is FEBRUARY 27 ,2023 I’m still not received any compensation.

  

  Business response

  03/07/2023

  During the claims process, we are required to send a notice to all beneficiaries providing an update of a death claim. The notices are general and advise that we are pending items to make a decision on the claim. Upon review of Ms. ********* claims, we show that a letter was mailed on February 19, 2023, as an automated letter advising that we are pending documents. A second letter was mailed on February 21, 2023, providing our decision on the claim. The letter also advises any beneficiaries if there are any questions regarding our decision, to submit to us directly in writing. A third letter was mailed to Ms. ******* referencing the previously mailed letter on February 28th along with sending another copy of that letter as requested.
  
  This claim shows that it has been completed and is now closed. Due to the mail delays, we ask that Ms. ******* allow up to 10 business days to receive the mail. If she has not received any correspondence from us, she may consider having any letters mailed be emailed to her, or she may check with her local post office to see if there are any delays with her mail. As of today, our Company has not received any mail being returned to us as undeliverable and it is assumed that she has received all mailings sent to her attention.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After a long delayed effort to set up a retirement account I choose to go with another company. It took several weeks to get things started. I was told it was due to staffing shortages. Once the paperwork was actually in process, I was told it had been taking as much as 5 to 6 days to receive and account number. On the 6th day I was told there was still no answer. I continued to wait until the 10th day and decided to go with another local company, ********** **** ****** ******* ****** *****. I sent a notice to Western Southern ******** Group, on 2/8/2023 to CANCEL my Account via a Return email from their email notice. On 2/16/2023, $400.00 was withdrawn from my account. On 2/21/2023, I gave notice to Brett H***, that if the money was not returned by 2/24/2023, that I would be filing a complaint as the money should have never been withdrawn. He advised he had personally talked with upper management and agreed this should not have happened and the money was being returned that day 2/21/2023 to may account. To date the money has Not been returned Files will not up load but can be emailed

  

  Business response

  03/01/2023

  *** *****,

  
  We have canceled the buys and refunded the contributions. Your account is being closed. Please allow some time for the refund to go through. If you have any remaining questions, you may reach out to **************************.
  

  Thank you.

  Customer response

  03/01/2023

  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. 
  
  Regards,
  
  ******** *****
  

*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. ↩