AXA Financial, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[I am appaled by the arrogance of their *** ***There was no confirmation on the error from their and continue to address my case as an "alleged billing error"Didn't their investigation confirm the error from their end? I scanned through the response several times and I didnt see any apology from the arrogant ***ACTED UPON FAVORABLY? they didnt even refund mh money,they just deducted it to my bill which was not what was originally agreedI want the business to acknowledge their mistake,explain what caused the error and apologize for all the inconvenience they have caused meI WANT THIS IN WRITING AND A COPY SENT TO THE Revdex.com FOR POSTING AS PART OF THEIR RESPONSE]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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*** ***Dear *** ***,We would like to acknowledge the customer complaint of *** *** *** assigned under ID *** which is related to a billing and collection concern of his mother’s *** *** insurance policy under *** *** *** with policy number ***.This *** *** policy of *** *** which was availed December **, 2014, is a regular-pay, variable life insurance product that provides insurance coverage of Php 500, at the same time, offers the option to invest in their preferred AXA investment fundsThe policy’s chosen payment mode is auto-charged monthly via the credit card of *** *** *** with premium due every *** of the monthThe payment period is for life, but client may elect for premium holiday once policy has enough account value to sustain the necessary annual policy chargesIn our email to *** *** last March **, 2015, we have expressed our regret for the bad experience he had in dealing with AXA Philippines. AXA makes it a priority to ensure that customers receive the best service, and we are open to receiving customer complaints as we see these as a feedback mechanism on the service gaps we need to address and ensure that necessary actions and controls are put in place in our existing processesIn the email, we provided a detailed account of the events surrounding the complaint which are as follows: Last Jan ** 2015, a cancellation request for the “Care Rider” of *** ***'s mother’s *** *** policy was received and processed which resulted in the reduction of the monthly premium from Php 4,to Php 3,790.02.Unfortunately, the full amount of Php 4,was still charged to his credit card last January **, This is because the monthly billing file for credit card charging is generated every 2nd day of the month, which meant that the reduction in premium effected in January ** was not yet applied to the generated billing In January ** 2015, his financial advisor informed the Contact Center regarding the overcharging and requested to apply the excess premium of Php for to the premium due on February A service request had been created for the application of excess premium for fulfillment by our Payment Services TeamRequest to only deduct Php 2,for February premium due was acknowledgedHowever, due to clerical error, the request was overlooked and the request was inadvertently closedThis was an admitted lapse, and the maker-checker was revisited and a stronger audit on actual fulfillment of customer service requests has been put in place We also acknowledged client’s complaint on our contact center personnel who should have been more empathetic and quick in responding to his caseWe have conducted a review on the process and facilitated assessment on the involved customer service personnel for proper handling and coaching Last March **, 2015, *** *** has graciously allowed us to rectify the situation by deducting the excess payment of Php from the policy’s March premium dueFrom the monthly premium due of Php 3,790.02, we have only charged *** ***’s credit card, the net premium amount of Php 2,We recommended this resolution instead of a refund given that this option will be more convenient and immediate With regard to the Viber call client received, we have asked our IT to check our outbound contact center facility as to why it was registered on client’s mobile as a Viber call when AXA only has a landline number via *** (***) and *** *** ***)AXA Philippines does not have a Viber facility for customer service Despite all the unfortunate events, we are grateful that *** *** has provided us the opportunity to further improve our processes and ensure that we provide the best service that our customers deserve.We hope we have clarified this concern and provided sufficient details on the resolution done.Again, on behalf of AXA, we would like to apologize for the inconvenience this has brought to our valued customer and we appreciate your assistance in escalating our customer’s concern. Thank you. *** **
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                                    [redacted]     Dear [redacted],   Thank you for informing us about the complaint of [redacted] on an alleged billing error.   We have already addressed the complaint and have closely coordinated with our client.  On ** March 2015, his request was favourably acted upon by the Company.  We now consider this complaint as resolved.   Please rest assured that the Company is committed to giving our customers quality service.    Again, thank you for giving us the opportunity to shed light on the issue.   Very truly yours,   [redacted]
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Initial Business Response /* ([redacted], 8, 2016/06/06) */
[redacted]
[redacted] ([redacted])[redacted]
[redacted]
[redacted] ordered a custom designed, painted door system through...

Alweather[redacted]
[redacted] consulted with [redacted] in the design of the door system. In the design process, [redacted] selected door options and colour from our catalogue. A quote was created to reflect the discussion from the consultation. The quote was agreed upon and the door system was ordered.
The [redacted] door arrives from the manufacturer and [redacted] Called [redacted] to tell her that her door has arrived, that they had spoken before about new shutters and was she still interested in shutters. [redacted] then took a shutter sample and a door paint sample to [redacted] for colour match and approval. At that time, [redacted] decided not to order the shutters.
[redacted] came to the Alweather store [redacted] to view the door system. Before she viewed the door system, [redacted] asked [redacted] to remind her about what she had ordered. After viewing the door, [redacted] then stated that the colour was the incorrect colour.
The colour sample that was shown to [redacted] was taken to the door for a colour comparison and the sample matched the colour that was applied to the door.
At that point, [redacted] was told that the colour was correct, that it was the colour that she selected and approved.
The existing shutters that are on the house are a totally different colour than the door. [redacted] was at no time asked for the door colour to match the existing shutters. As a gesture of customer service, Alweather has offered to paint [redacted]'s existing shutters to match the door in order to resolve this.
We have offered to:
(1) Repaint the door a different colour at her cost
(2) Paint shutters to match the door at our cost
Neither option was acceptable with the [redacted], they decided forfeit their deposit.
Initial Consumer Rebuttal /* (3000, 10, 2016/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Totally unsatisfactory and untrue response from the business. [redacted] without a doubt stated several times that the door would match the color of our existing shutters. Obviously an incorrect color code was put on the order form which we signed because the door did not match. We did not 'decide' to forfeit our deposit, we were told it would be forfeited if we did not take deliver and installation of the door. As the door was the wrong color, there was no viable choice. For 'US' to pay more on an offer to subsequently repaint the door after such unsatisfactory service seemed to be putting good money after bad. We no longer trusted them to do it right and we did not want our shutters painted to match as this color did not go with our home. [redacted]
Final Business Response /* (4000, 12, 2016/06/20) */
The events of our response, in our opinion are correct.
In a gesture of good faith, without prejudice, Alweather Windows & Doors Ltd. proposes the following to resolve this issue.
Alweather Windows will refund [redacted] $[redacted] of the $[redacted] deposit. The cost of this custom door system is over the original deposit amount. Because of the customization of this door, historical sales of similar doors, the selling price has been well below our cost price.
Final Consumer Response /* (2000, 14, 2016/06/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While we too believe our opinion is the correct one, we are willing to compromise and will accept the company's offer of $[redacted]. Upon receipt of the $[redacted] we will consider the matter closed. If the company would prefer to credit our [redacted] rather than send us a cheque, they may contact us at [redacted] for our credit card number should it not still be on file. We expect they will complete this transaction within 7 days.

Review: Finacial Consultant [redacted] has contacted NCC employees on several occasions after being told Repeatedly not to contact us. He also has made false statements to employees stating that NCC works with AXA with 401(k) planning in order to obtain a meeting under false Pretense. [redacted] bcame belligerent with me after I stated that we are not interested in there services and did not request there services. He insisted on asking over and over for the name of our [redacted]. I need to have this person and there office bloked from our buisness. He and they are rude and disruptive and above all dishonest.Desired Settlement: Bloked from all methods of Contact to NCC

Business

Response:

AXA Equitable has investigated the matter and has taken appropriate steps to ensure that cold calling is conducted professionally.

Dec. *, 2015:

This morning I called to track the whereabouts of my RMD which was faxed on Nov. [redacted], 2015. The customer service line answering machine contained a forced promotion for services - a loud advertisement that was unavoidable (perhaps due to my call being close to the 9 am start of business. I had to call the insurance side of AXA to reach a customer service rep. My withdrawal request, over 10 days old,had not still been processed. The rep promised to call me back sometime today with more information. She ended up calling back 10 minutes later to say the funds would be processed tonight and that she knew this all along, and had only not said so in order to double check. I now must wait till Friday, two weeks after the original request. AXA withdrawal service is deceiving and extremely slow.

Review: These people cold call me at work and try to set up a 15-minute appointment to discuss financial planning. They first started two years ago, and even after I told them many times to take me off their list, call me at least once a month. Each time it's the same "I'll be in your area/I'll be at your firm and will be meeting with a few of your colleagues" nonsense.Desired Settlement: I would like them to take me off their contact list permanently.

Business

Response:

Dear [redacted]:

This responds to your email dated August **, 2013. Thank you for your patience.

In this regard, please ask [redacted] to provide us with the names of the individuals who have called him. Upon receipt of these names, we would be more than happy to look into this matter further.

Thank you for assistance. If you have any questions, please do not hesitate to contact me.

Review: I went through a divorce. I have a whole life insurance policy with AXA. I needed to split the cash value with my ex, so I emailed my rep asking how much the policy was worth. He responded with $6500. My lawyer who costs 395 per hour wrote up the MSA to split half of this, plus some other verbiage in the MSA. It turns out that the actual cash value was $0 when I went to transfer the money due to a surrender fee of $9500. I contacted customer service and I got the run around until someone finally was able to explain it to me. the MSA had to be re-done and because of this, we missed our court date. Re-writing the MSA and negotiations cost me at least $2500 and missing the court date caused a lot of money and pain and suffering (I was 9 months pregnant at the time). The rep called me while in the hospital and never apologized for his error. In addition, I had a court order to change my beneficiaries and I had to change my ACH payment for my bank account. I sent in the forms and I received an email FROM the company on Dec ** saying they received both forms and just needed a voided check, which I submitted right away. I assumed everything was OK until I received mail that they are not charging my account and I owe them money. I called on 2/** and the rep told me they never received the form. I told him I had an email FROM them on Dec ** and I could forward it to him for proof. He said he couldn't receive emails and I had to contact [redacted] which I did, and requested that they call me ASAP. He said I should ask for the attention of Dianna, which I did. NObody called me, instead I got an email that my email has been forwarded to collections. I tried calling the number provided ###-###-#### and I kept getting the same automated system and just got stuck in a loop. I called the supervisor before I went on maternity leave and he never called me back. I called again and was told by one person his name was John and the other person his name was Steve (the number was ###-###-####) and I left a message again. In addition, per the court order I had to change beneficiaries and I was advised by customer service that I needed to get a trustee lawyer, and then found out through talking with my ex husbands lawyer this was incorrect information. This process has cost me about $10,000 when factoring in the fact I had to go to court due to the timeline of getting miss information and the re-writing of the MSA. In addition, the amount of time I had to spend with customer service, trying to get a response and then the fact that they STILL won't resolve my issue or call me back. I need my beneficiaries changed per court order but I'm also requesting that they waive the three payments of $280 they say I owe because they dropped the ball, refused to call me back and refuse to resolve the issue. I provided my voided check, and bank account and signed form to them. I have PROOF they received it, as I have an email from them saying that they did, and they said it is not in their system. they have caused me so much stress and not to mention the amount of time and money it took.Desired Settlement: I want them to do their job and change my beneficiaries per the court order I had to follow and for the fact that I provided them a beneficiary form AND it was signed and received by them. I have proof they received it, as I have an email from them dated 12/** saying they received it.

In addition, I need the 3 payments of $280 waived AND I need them to set up my auto payments per the voided check and change of payment form I sent to them..

I also want at least $2500 for the known lawyer fee cost per the miss-information provided to me by the representative and potentially more for having to go to court which also cost money

Business

Response:

This is to acknowledge your email dated February **, 2016. Please be assured that we are looking into the matter and you will hear from us again soon. In the meantime, we appreciate your patience. Respectfully, Laura F[redacted] AXA Senior Associate – Client Relations [redacted]

Review: So the short version of my case is AXA Philippines stole from me, ignored my request for reversal for two months, and made me go through hell to have someone pay attention to my concerns. My credit card which I enrolled to pay for my mother’s insurance was overcharged for the month of January. My financial advisor immediately filed a dispute on my behalf and was assured that the amount will be deducted from the scheduled February charge. However, I still was charged for the full amount for the month of February. I complained again and they insisted that they only charged 2990 which is weird considering my bank statement says I was charged for the full amount. I cannot understand also why I was asked to show proof of the charge from my end since your system should be able to give you visibility on how much you charged to my account.

After getting the runaround, I tried my luck in social media. After several tweets expressing my disappointment, your inexperienced Social Media Team asked me to respond to a private message which of course I cannot do since they do not follow me. After educating them on what to do to communicate with me via [redacted], I was able to give them my mom’s policy number, my email address and other details. I was told to wait for an email from the appropriate department. The email came and with a matter of factly tone told me that they charged me 3790 which is the monthly premium. No mention of the overcharge for the previous month, the promised deduction and no apologies. Again I was asked to show proof that I was being stolen from by your awesome Payment Team. The email was short, dismissive and unapologetic. I have attached a copy of the email for your reference. Despite the details I provided via [redacted] (please check my series of tweets via [redacted]), the CS representative seemed to be clueless of what I was complaining about. I responded with the details of my complaint and threatened to bring this to your attention. Of course, after my threats to escalate I got a late apology in the reply with a promise to review my payment details and get back to me with an update. It took them over an hour to confirm to trace my payment details and got back to me confirming that I am due for a refund. I received a call from a CS supervisor and due to network issues the initial call was disconnected. And the most amusing thing happened, she called me again, this time via Instant messaging and VOIP app for smartphones, Yes! VIBER!!! To make matters worse, she seemed to expect crystal clear connection. I am attaching a screenshot of the call which lasted 3 minutes for your reference.

Yesterday, I received a call from [redacted] apologizing again for what happened. After asking her for the results of her investigation and what’s being done to correct it, she tells me that it was an isolated case. This is not something I find acceptable after being given the runaround for two months. I don’t really care if it is isolated, it is my case. In a business where security, integrity and trust are the selling points of your company, I am expecting that every client is dealt with as a person and not a case filed for documentation purposes. I may not be as big as your other clients, but I have made a decision to invest hard earned money for my mom and my own investment.

This is the least I expect from someone who claims to be a global leader in your industry. After all of this, please tell me what your company is good for… As of this writing I still do not have my refund back.Desired Settlement: I want my refund processed and compensated for the charges in my card and the inconvenience I have been through.

Business

Response:

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

[redacted] Dear [redacted], Thank you for informing us about the complaint of [redacted] on an alleged billing error. We have already addressed the complaint and have closely coordinated with our client. On ** March 2015, his request was favourably acted upon by the Company. We now consider this complaint as resolved. Please rest assured that the Company is committed to giving our customers quality service. Again, thank you for giving us the opportunity to shed light on the issue. Very truly yours, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[I am appaled by the arrogance of their [redacted]. There was no confirmation on the error from their and continue to address my case as an "alleged billing error". Didn't their investigation confirm the error from their end? I scanned through the response several times and I didnt see any apology from the arrogant [redacted]. ACTED UPON FAVORABLY? they didnt even refund mh money,they just deducted it to my bill which was not what was originally agreed. I want the business to acknowledge their mistake,explain what caused the error and apologize for all the inconvenience they have caused me. I WANT THIS IN WRITING AND A COPY SENT TO THE Revdex.com FOR POSTING AS PART OF THEIR RESPONSE]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]

[redacted]Dear [redacted],We would like to acknowledge the customer complaint of [redacted] assigned under ID [redacted] which is related to a billing and collection concern of his mother’s [redacted] insurance policy under [redacted] with policy number [redacted].This [redacted] policy of [redacted] which was availed December **, 2014, is a regular-pay, variable life insurance product that provides insurance coverage of Php 500,000 at the same time, offers the option to invest in their preferred AXA investment funds. The policy’s chosen payment mode is auto-charged monthly via the credit card of [redacted] with premium due every [redacted] of the month. The payment period is for life, but client may elect for premium holiday once policy has enough account value to sustain the necessary annual policy charges. In our email to [redacted] last March **, 2015, we have expressed our regret for the bad experience he had in dealing with AXA Philippines. AXA makes it a priority to ensure that customers receive the best service, and we are open to receiving customer complaints as we see these as a feedback mechanism on the service gaps we need to address and ensure that necessary actions and controls are put in place in our existing processes. In the email, we provided a detailed account of the events surrounding the complaint which are as follows: Last Jan ** 2015, a cancellation request for the “Care Rider” of [redacted]'s mother’s [redacted] policy was received and processed which resulted in the reduction of the monthly premium from Php 4,660.47 to Php 3,790.02.Unfortunately, the full amount of Php 4,660.47 was still charged to his credit card last January **, 2015. This is because the monthly billing file for credit card charging is generated every 2nd day of the month, which meant that the reduction in premium effected in January ** was not yet applied to the generated billing. In January ** 2015, his financial advisor informed the Contact Center regarding the overcharging and requested to apply the excess premium of Php 870.45 for to the premium due on February 2015. A service request had been created for the application of excess premium for fulfillment by our Payment Services Team. Request to only deduct Php 2,919.57 for February 2015 premium due was acknowledged. However, due to clerical error, the request was overlooked and the request was inadvertently closed. This was an admitted lapse, and the maker-checker was revisited and a stronger audit on actual fulfillment of customer service requests has been put in place. We also acknowledged client’s complaint on our contact center personnel who should have been more empathetic and quick in responding to his case. We have conducted a review on the process and facilitated assessment on the involved customer service personnel for proper handling and coaching. Last March **, 2015, [redacted] has graciously allowed us to rectify the situation by deducting the excess payment of Php 870.45 from the policy’s March premium due. From the monthly premium due of Php 3,790.02, we have only charged [redacted]’s credit card, the net premium amount of Php 2,919.57. We recommended this resolution instead of a refund given that this option will be more convenient and immediate. With regard to the Viber call client received, we have asked our IT to check our outbound contact center facility as to why it was registered on client’s mobile as a Viber call when AXA only has a landline number via [redacted] ([redacted]) and [redacted]). AXA Philippines does not have a Viber facility for customer service. Despite all the unfortunate events, we are grateful that [redacted] has provided us the opportunity to further improve our processes and ensure that we provide the best service that our customers deserve.We hope we have clarified this concern and provided sufficient details on the resolution done.Again, on behalf of AXA, we would like to apologize for the inconvenience this has brought to our valued customer and we appreciate your assistance in escalating our customer’s concern. Thank you. [redacted]

Review: Purchased an Annuity two ago, it has been a loser from day one. My Initial investment was 25,000 it's now value at 21,000. How can one investment not turn a profit in two years. I'm just a small investor trying to save for my future,if I wanted to lost that amount of money any casino would've accommodate meDesired Settlement: A fair settlement

Business

Response:

To: [redacted] Mediator Revdex.com [redacted] Re: Complaint ID: [redacted] Dear [redacted]: This is to acknowledge your e-mail dated September *, 2015. Please be assured that we are looking into the matter and you will hear from us again soon. In the meantime, we appreciate your patience. Respectfully, Vita T[redacted] Senior Associate-Administrative-Customer Relations AXA [redacted]

[redacted] Phone: ###-###-#### Fax: ###-###-#### [redacted]

This company does not have a clue how to invest money. I lost over 6000 in a year. I am currently trying to get the remainder of my principle returned to me. After four days of jumping through hoops and listening to promises my money is still missing. They are refusing to disperse my funds and give me nothing but excuses and delays. Dont trust them with a nickel! Just buy a CD and you can rest easy. I am on the edge of legal action with them.