B.I.A., Inc.

March 21, 2017Dear *** ***:I am writing in response to the complaint referenced by the id# listed above and am happy to be of assistance in your investigation.I have reviewed *** ***' concerns regarding the several issues raised and will address eachThe policy referenced above took effect on February 22, 1989.We apologize that we have not been timely available to *** ***'s repeated requests for a surrender formThe form requested was mailed to the address on record (*** *** ** in Spencerville, IN ***) on March 1, It was unfortunately reported by *** *** as not received despite our not currently showing any postal return activityWe also apologize for any and all calls being answered by someone who did not recognize the supplied account number and the fact that we have been covering *** *** for this time period to presentPlease be assured that the recognition of this policy type has been recovered with the staff as a whole as well as a common mechanism for reporting any inquiries received.As a result of the clear intent to surrender the coverage for the accrued cash value, I have processed the full surrender in the amount of $4,The disbursement should be received under separate cover within the next business days.Again, please accept my apologies for any and all inconvenience experiencedIf you have any additional questions concerning this matter, or if I may be of further assistance, please feel free to contact me directly at ***.Sincerely,Roger L.FLM, ACS, AIAA Manager

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

October 26, 2017To Whom It May Concern,I am writing in response to the above referenced ?leI am happy to be of assistance in your inquiry.I have thoroughly reviewed *** ***’s concerns to receive a return of premium on behalf of his mother *** ***There seems to be some confusion
regarding the policy provisionsPlease allow me to clarify.Our customer database has identi?ed one policy applied for and held by the policyowner, *** ***Thepolicyowner purchased $9,of Whole Life Insurance that became effective January 10, with a monthly premium amount of $81.60.Our records indicate that the policyowner, selected the electronic fund transfer option and the last paymentreceived was on March 14, On April 11, 2017, our processing center was noti?ed that the ?nancial institution declined the monthly premium payment for the month of AprilAs a result, we mailed a notice and direct billing statement to the address on ?le.Unfortunately, no further payments were received to continue the coverage and as a result the coverage lapsed due to non-payment of premium on June 14, I have enclosed a copy of the lapse notice for your reviewIn your correspondence, you requested to receive a return of all premiums paidIt is important to understand that coverage did provide protection during the premium paid period and no return of premium will be required.***fully, this resolution and information is found to be satisfactoryPlease extend our sincerest condolences to *** *** on the loss of her brotherIf I may be of further assistance to you, please feel free to contact me directly at ###-###-####.Sincerely,Sherie S.Team LeaderCustomer Service

Only one payment was refunded, not twoI sent in the information when I realized the policy had canceled and I have been receiving contradicting information sinceI am still owed a refund

May 3, 2017Dear *** ***:I am writing in response to your follcorrespondence dated May 2, and am happy to be of further assistance in your investigation.Per the written authorization secured by *** *** on April 27, 2017, I have canceled account ***As a result, a cancelation refund in the amount of $has been sent under separate coverIt should be received at the Winston residence within 7-working days.If I may be of further assistance to you, please feel free to contact me directly at ###-###-####.Sincerely,Roger L.ManagerPolicyholder Services

November 4, 2016Dear *** ***:I am writing in response to your correspondenceI am happy to be of assistance in your investigation.I have reviewed *** ***'s concerns regarding the mode of payment for his wife, ***'s accountPlease allow me to relay my findingsThe initial premium for this
coverage was $due on the coverage effective date, July 28, Because the application received had monthly checked as the present and future mode of payment, this amount was deducted from the $received and the remaining balance was credited toward the subsequent eleven monthsWorking with the assumption that the company would know to switch the mode to annual, the ***'s began to remit $each year thereafter with the intention of paying annually.Once notified by telephone in August 2016, we adjusted the billing mode to annual with the new premium now set at $A courtesy credit of $was immediately issued on October 14, 2016.Although it was not evident as to their intention to pay annually all along, we have decided to Credit the next premium due an additional $The next annually premium is due on July 28, in the amount of $as opposed to the $144.60.If you have any additional questions Concerning this matter, or if I may be of further assistance, please feel free to contact me directly at ###-###-####.Sincerely,Roger L.Manager Policyholder Services

January 20, 2017To Whom it May Concern:I am writing in response to the correspondence regarding the account referenced above, I am happy to be of assistance with your inquiry.I have thoroughly reviewed the premium payment history in comparison to the payment mentioned in the correspondence inquiry
To date, our records show the effective date of this policy was November 3, with a monthly premium amount of $Please review the outline of the payment history listed below which resulted in the policy lapsing on November 7, 2016.Bill Type Total Billed Processed Amount Premium Variance Month Paid For Amount Date Received +/-Electronic Bank Draft $ 11/12/ $ $ NovemberElectronic Bank Draft $ 12/11/ $ $ DecemberMonthly Statement $ -- $ - $ --Monthly Statement $ 2/3/ $ - $ January Monthly Statement $ 3/11/ $ - $ February Monthly Statement $ 4/12/ $ -$ MarchMonthly Statement $ 5/12/ $ -$ AprilMonthly Statement $ 6/21/ $ -$ MayMonthly Statement $ 7/26/ $ $ June, July, AugustMonthly Statement $ 9/26/ $ -$ --Monthly Statement $ 10/26/ $ -$ Policy Lapsed 11/7/2016*Premiums payments are due on the 3rd monthly.Unfortunately, it appears that there were not enough premiums received by November 7, to keep the account activeI have provided a copy of the lapse notice for your reviewOn November 8, a credit card payment in the amount of $was received via websiteIn our efforts to restore this account, an underwritten reinstatement form was mailed to the address on file to be completed, signed, and returned along with the total remittanceAt this time our underwriting department has not received the reinstatement form for review and unable to successfully restore coverage.I have personally processed an immediate premium refund to the address on file for the credited amount of $The check will be mailed under separate cover and should be received within to day business days.Please accept our apologies for any confusion this matter may have causedIf we may be of assistance in the future our customer service department is staffed with knowledgeable professionals who are eager to assist with coverage that best meets your insurance needs.Hopefully, this resolution and information is found to be satisfactoryIf I may be of further assistance to you, please feel free to contact me directly at ***.Sincerely,Sherie STeam Leader Policyholder Services

*** ** *** "mother name"

July 24, 2017Dear *** ***:This serves to respond to your letter dated July 19, with respect to the above referenced matterThe following information is presented for your review.Our records indicate that *** *** was issued a whole life insurance policy under policy number ***
effective April 1, and paid to August 1, The original face amount of this policy was $2,There have been no premiums paid on this account since July, 1983.Under this whole life policy, premiums are payable for the lifetime of the insuredHowever, *** *** discontinued paying premiums effective August 1, and this coverage subsequently converted to Reduced Pacoverage with the value of coverage being reduced to $Based on the non-forfeiture provision of the policy, the cash value was used as a single premium payment to purchase a reduced amount of insurance coverage for the life of the insuredReduced Paid Up life insurance coverage reduces the amount of the benefit to be paid but extends the coverage for the life of the insuredenclose a copy of our letter to *** *** advising her that due to nonpayment of premium her policy lapsed on August 1, but was continued under the reduced paid up option of the non forfeiture provision of the policyHad it not been for the non forfeiture provision of the policy, this policy would have lapsed without value on August 1, 1983.This claim was a result of a Social Security death master file search that we conducted and contacted the family in an effort to resolve this claim prior to sending the benefit to the state as unclaimed property.We were contacted by *** *** on July 10, and notified of the death of the insuredBased on the value of the proceeds we were able to express pay her share of the proceeds on July 19, We sent her half share of the proceeds and are awaiting receipt of additional information to resolve the other co beneficiary share.This completes a review of this matter.I hope that this explanation proves sufficientShould you have any questions please contact me direct at ###-###-####.Sincerely,Michael C.FLMI, ACS Manager, Life Claims Department

March 9, 2018Consumer: *** ***Revdex.com ID No***Dear MsButts:This letter is in response to your correspondence received in our of?ce on March 1, 2018, regarding the above referenced ID numberThank you for allowing us the opportunity to respond to this inquiry.In compliance with the state
and federal privacy laws, we are required to restrict access to information in our ?les and may not disclose such information to other individuals, except as authorized in writing or otherwise permitted by lawAs such, I have contacted Mr*** directly to provide him with details on how we are going to resolve this matter for himI also advised him that he may contact me directly at any time to obtain updates on this matter.If you have any further questions, please let us know.Very truly yours,Carol R***, PCS, AAPA, AIAA, AIRC, FLHCConsumer Relations

August 15, 2017To Whom it May Concern:I am writing in response to the correspondence regarding the account referenced aboveI am happy to be of assistance with your investigation.I have thoroughly reviewed your premium payment history in comparison to the payments mentioned in your correspondence
inquiryTo date, our records show the effective date of this policy is September 7, with a monthly premium amount of $Premium payments are due on the 7th monthlyThe last premium payment in the amount of $was received on July 7, and paid the combined monthly premium to July 7, 2017.Our records indicate that *** *** did bring to our attention that a premium payment recorded on December 3, was initially applied toward her outstanding loan balance in errorOnce this matter was identified, our processing center did reallocate the payment toward the intended monthly premium payment, provided a courtesy credit to bring the account current and processed a refund for the fee assessed for the money order tracerPlease be advised that when a customer submits a payment, an account number is required to allocate the payment accordingly.To date, our records show that account *** became effective on September 7, with a monthly premium amount of $and is currently paid to July 7, The outstanding loan balance for account *** is $Account ***, became effective November 7, with a monthly premium payment amount of $and paid to July 7, The total combined monthly premium is $I have enclosed a copy of the premium payment history and loan payment history for your review.It was mentioned that *** *** would like a refund for the policy contractsUnder the policy surrender provision, the current surrender value is $(***) and $(***)I have enclosed a cancellation form to be completed, signed and returned, if desiredOnce the completed surrender forms are received a surrender refund check will be mailed to address on file within to business days.Please extend our apologies to *** *** for any inconvenience experience as this matter has been previously resolvedAs a valued customer, we do take our customer concerns seriously and seek to provide a better experience.Hopefully, this resolution and information is found to be satisfactoryIf I may be of further assistance to you, please feel free to contact me directly at ###-###-####.Sincerely,Sherie S.Team Leader Policyholder Services

August 17, 2016To Whom It May Concern:I am writing in response to the above referenced accountI am happy to be of assistance in your inquiry.I have reviewed *** ***'s concerns regarding an excessive number of solicitations received from Colonial Penn.It is unfortunate that she has encountered an
instance that is uncommon for our customer service effortI would like to extend my apologies on behalf of the company.Please rest assure that I have both personally and have had an independent party verify that you are no longer on our corporate mail listPlease be advised that mailing activity, however may take up to six months in Some cases to cease altogether as we print marketing campaigns in advance and in bulk.Once again, please accept our sincerest apologies for any upset we may have caused you by having her expectation appear to be much sooner than is possibleWe welcome any opportunity to provide service to him in the futureIf I may be of further assistance to you, please feel free to contact me directly at ***.Sincerely,Sheri S. Team Lead Policyholder Administration

From: Revdex.com of Metro Washington DC Date: Tue, May 2, at 8:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: *** *** Date: Mon, May 1, at 7:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com I have not closed my complaint because Colonial Penn Life Insurance Company agreed to cancel the second policy for and return my moneyI will keep the insurance policy of $monthlyI also made sure that it is paid up to dateJust as soon as they send me my refund that they agreed to I will be satisfiedThey can also stop sending me letters to start a new policy as if they had not done anything wrongI will not take out another policy with them now and not everI will also let anyone else know that they should not either.I thank the Revdex.com for all your help. As a elderly person you are a big help.Thank You,*** ** ***

May 3, 2017Dear *** ***:I am writing in response to your follcorrespondence dated May 2, and am happy to be of further assistance in your investigation.Per the written authorization secured by *** *** on April 27, 2017, I have canceled account ***As a result, a cancelation refund in the amount of $has been sent under separate coverIt should be received at the Winston residence within 7-working days.If I may be of further assistance to you, please feel free to contact me directly at ###-###-####.Sincerely,Roger L.ManagerPolicyholder Services

October 26, 2017To Whom It May Concern,I am writing in response to the correspondence dated October 27, I am happy to be of further assistance in your inquiry.After reviewing the application and account history our records indicate that the policyowner, *** ***sanctioned the monthly deductions on or after the 10th of each monthPlease be advised that the premium deductions are scheduled by date shown on the enclosed “Authorization for Automatic Premium Payment Transaction” form and not by a weekly selectionI enclosed a copy of the authorization for your review.Additionally, all billing correspondence was mailed to the address on ?le at *** *** *** Amherst, OH***I have confirmed with a third party that no correspondence has been returned as not deliveredTherefore, we were under the impression that all mailing has been received successfully.Hopefully, this ?nal resolution and information is found to be satisfactoryOnce again, please extend our sincerest condolences to *** *** on the loss of her motherIf I may be of further assistance to you, please feel free to contact me directly at ###-###-####.Sincerely,Sherie STeam LeaderCustomer Service

RE: Insured: *** * *** for *** ***
Policy #: *** File #: ***

To Whom it May Concern:I am writing in response to the correspondence regarding the above referenced fileI am happy to be of assistance with your inquiry.I have thoroughly reviewed our customer database and found two accounts for insured *** ***Please allow me to explainOur records
indicate that Ms*** decided to add more to her insurance portfolio by procuring an additional policyPlease be advised that when a customer obtains additional coverage, a separate contract will be produced to represent the increased amount.The initial policy, TY*** became effective March 16, with a monthly premium of $Account R*** became effective November 3, with a monthly premium of $20.90.It was mentioned that *** *** had intended to be the Owner of account R***Our records show that *** *** contacted our customer service department on November 3, and obtained additional coverage (R*** B) with our licensed customer service agentThe application was signed electronically by the applicant on November 3, Please be advised that there was no indication of a different owner other than the applicantI have provided a Copy of the application for your review.Additionally Mr*** expressed that *** *** is..."unable to conduct any type of business for herself." In an effort to protect the security and privacy of the account, if Mr*** can secure a copy of the appointed guardian and/or power of attorney we will be happy to update our records and provide the required transfer of ownership forms to be completed and returned for processingPlease be advised without the aforementioned documentation we are unable to transfer the ownership of the policy to *** ***.As always our customer service department is staffed with knowledgeable professionals that are more than eager to explain any life insurance concept as needed throughout any product's in-force period.Hopefully, this resolution and information is found to be satisfactoryWe apologize for any upset this issue may have causedIf I may be of further assistance to you, please feel free to contact me directly at ###-###-####,Sincerely,Sherie S*** Team Leader Policyholder Services

November 14, 2017To Whom It May Concern,I am writing in response to the correspondence regarding the account referenced aboveI am happy to be of assistance with your inquiry.I have reviewed the concerns expressed by *** ** *** regarding the application and premium paid on behalf of her mother
*** ***Our records show that the policyowner, *** *** purchased three Life Insurance policies between and The initial account *** became effective August 1, with a monthly premium payment in the amount of $and ultimate death benefit amount of $7,Account *** Whole Life Insurance became effective April 1, with a monthly premium payment in the amount of $and ultimate death benefit amount of $1,The last account *** became effective April 9, with a monthly premium amount of $and ultimate death benefit amount of $1,704.00.It was mentioned that *** ** *** has paid over the face amount of the policiesIt is unfortunate that the coverage and or premium rate obtained was not to *** ** ***’s satisfactionOur records indicate that the policyowner, *** *** selected the electronic transfer fund as the monthly billing optionAs a result of the signed agreement by the policyowner, *** ** *** we were given the impression that the application, coverage and premium rates were authorized.On October 3, our customer service department was contacted to discontinue the monthly electronic transfer deductions and a billing statement was mailed to the address on fileThe last premium payment in the amount of $was received on September 12, and paid all accounts to October 1, 2017.It is important to understand that the whole life insurance product is intended to protect the insured until the policy’s maturity or death claim is reportedThe premiums are payable until the applicable age noted in the policy documents and is not contingent upon the amount of premiums paid.To date, the plan does allow the policyowner a 31-day grace period after the due date to pay the premiumIf *** *** desires to continue the coverage the total amount $(October and November) is due by December 1, 2017.We apologize for any confusion resulting in not being aware of the terms of the signed agreement(s)As always, our customer service department is staffed with knowledgeable professionals who are willing and eager to explain any life insurance concept while the policy is in forceOur customers are the core of our business and we do not seek to mislead or misrepresent the coverage that we offer.Hopefully, this information is found to be satisfactoryIf I may be of further assistance to you, please feel free to contact me directly at ###-###-####.Sincerely,Sherie S.Team Lead Customer Service

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: As the TV add states call or go to Colonial Penn.com & apply that is what we did on there web siteIf they have a PDF with to whom it may concern they must get this complaint many timesMy next move should be to go to the news media about there lies & half truths
Regards,
*** ***

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***