B.I.A., Inc.

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

RE:         Insured:                        [redacted] [redacted] for [redacted]          ...

    Policy #:                        [redacted]               File #:                           [redacted]

March 21, 2017Dear [redacted]: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 [redacted]' concerns regarding the several issues raised and will address each. The policy referenced above took effect...

on February 22, 1989.We apologize that we have not been timely available to [redacted]'s repeated requests for a surrender form. The form requested was mailed to the address on record ([redacted] in Spencerville, IN [redacted]) on March 1, 2017. It was unfortunately reported by [redacted] as not received despite our not currently showing any postal return activity. We 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 [redacted] for this time period to present. Please 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 $4,430.28. The disbursement should be received under separate cover within the next 10 business days.Again, please accept my apologies for any and all inconvenience experienced. 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 [redacted]Sincerely,Roger L. FLM, ACS, AIAA Manager

Dear Ms. [redacted]:I am writing in response to the correspondence regarding the above-referenced ?le. I am happy to beof assistance with your inquiry.I am writing to con?rm that Ms.[redacted]’s, check #[redacted] in the amount of $165.38was mailed out on Friday, December 15, 2017. This check was successfully cashed on December 21, 2017.Attached is the invoice showing the status. I do want to apologize for the misinformation provided. Ms.[redacted]actually only sent one payment of $163138, as that was insufficient to cover a full premium, she then providedus with the additional two dollars to complete a full premium of $165.38 in an attempt to reinstate the policy. Asthe customer was denied due to medical reasons, we combined the $163.38 and $2.00 and sent the checkback to Ms.[redacted]. As stated this check was successfully cashed on December 21, 2017.Should there be any additional questions or concerns, please feel free to contact me directly at [redacted]
[redacted].Sincerely,Yanisha S[redacted]Customer Service Team LeaderColonial Penn Life Insurance Company

From: Revdex.com of Metro Washington DC<[email protected]>Date: Tue, Jan 2, 2018 at 11:57 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: <[redacted].net>Date: Mon, Jan 1, 2018 at 2:22 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>You never rec'd a response from me because you never asked for one.Basically, this business is allowed to be deceptive on TV and it's ok.................NOT!    If you went back 5 years ago and listened to their ad, you would see how deceptive they are.   Businesses get away with this type of thing all the time and who gets hurt????????   The consumer gets hurt, of course!!I have no choice but to continue with Colonial Penn because I have paid them for 5 years and I can't afford to lose that $$ and I need life insurance.You may consider it settled, but I will be sure to let my friends know all about Colonial Penn and the Revdex.com.

November 4, 2016Dear [redacted]:I am writing in response to your correspondence. I am happy to be of assistance in your investigation.I have reviewed [redacted]'s concerns regarding the mode of payment for his wife, [redacted]'s account. Please allow me to relay my findings. The initial premium for this...

coverage was $1.00 due on the coverage effective date, July 28, 2011. Because the application received had monthly checked as the present and future mode of payment, this amount was deducted from the $144.55 received and the remaining balance was credited toward the subsequent eleven months. Working with the assumption that the company would know to switch the mode to annual, the [redacted]'s began to remit $156.60 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 $144.60. A courtesy credit of $12.00 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 $48.00. The next annually premium is due on July 28, 2017 in the amount of $96.60 as opposed to the normal $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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejectng the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
The payments that are presented are not post dated, they are specific dates of when I want to make my premium payment. Colonial Penn customer service inform me via several telephone conversations that they present my checks from my bank when received. If it comes early and before the date on the check, they will process it for payment, because the computer system they use does not read the dates on the check whatsoever. Therefore, by presenting them early and not knowing that my funds will be deposited on a certain date monthly to cover the premium payment has cost me bank non-sufficient funds fees in the amount of $39.00. The payment dates are specifically set by me the customer and not the merchant or the bank. I choose the date I want the payment to be processed by the date of my monthly income deposit, and not a day before or after. Colonial Penn owes me $72.00 in non-sufficient funds fees charge by my bank.

From: Revdex.com of Metro Washington DC <[email protected]>Date: Tue, May 2, 2017 at 8:12 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Mon, May 1, 2017 at 7:31 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>I have not closed my complaint because Colonial Penn Life Insurance Company agreed to cancel the second policy for 89.55 and return my money. I will keep the insurance policy of $19.90 monthly. I also made sure that it is paid up to date. Just as soon as they send me my refund that they agreed to I will be satisfied. They can also stop sending me letters to start a new policy as if they had not done anything wrong. I will not take out another policy with them now and not ever. I 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,[redacted]

August 17, 2016To Whom It May Concern:I am writing in response to the above referenced account. I am happy to be of assistance in your inquiry.I have reviewed [redacted]'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 normal customer service effort. I 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 list. Please 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 possible. We welcome any opportunity to provide service to him in the future. If I may be of further assistance to you, please feel free to contact me directly at [redacted].Sincerely,Sheri S. Team Lead Policyholder Administration

I am writing in response to your correspondence dated August 25, 2017 and am happy to be of further assistance in your investigation.The account...

referenced above today with no further premium due from August 6, 2017.  the last payment received was on July 11, 2017 in the amount of $38.83 paying the account to August 6th.Please convey our apologies for the resulting confusion by our representatives not fully explaining the cancelation instructions have since been complied with.  This is not normal for our customer service effort.  All parties involved have been coached toward a better result going forward.I have additionally submitted a removal of Ms. Parrish's information from our mailing list.  The effect will diminish over time as we often prepare mailing campaigns months in advance.If I may be of further assistance to you, please feel free to contact me directly at  ###-###-####.Sincerely,Roger L. L**, Sr.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: When [redacted] signed up for the policy, she made the representative aware that - 1. she received her benefits on the second Wednesday of each month, which would have been April 12th NOT 11th.  2. She could not read so any correspondence received would have been shown to my wife or myself.  No such correspondence was received.
Regards,
[redacted]

August 31, 2017To Whom It May Concern:I am writing in response to the account referenced above. I am happy to be of assistance with yourinquiry.I have thoroughly reviewed [redacted] request to receive a refund for the overdraft fee accessed by her financial institution as a result of the applied...

monthly premium payment in the amount $19.90. It was mentioned that [redacted] sent the company two post-dated checks on April 22, 2017 and August 22, 2017 each in the amount of $19.90.Our records indicate that both premium payments were successfully received and processed. The company does not take responsibility for any fee(s) assessed by [redacted]’s financial institution as we were given the impression that the premium payments were authorized. To date the account is currently paid to September 11, 2017.We understand that her concern is to submit the payment when the funds are available. Please be advised that the policy does permit a 30-day grace period after the premium due date. Additionally, our company does offer several payment options that may be utilized at your convenience such as web payment, electronic funds transfer, and IVR (Interactive Voice Response).Hopefully, this resolution and information is found to be satisfactory. If I may be of further assistance to you, please feel free to contact me directly at ###-###-####.Sincerely,Sherie S.Team Leader Policyholder Services

October 26, 2017To Whom It May Concern,I am writing in response to the above referenced ?le. I am happy to be of assistance in your inquiry.I have thoroughly reviewed [redacted]’s concerns to receive a return of premium on behalf of his mother [redacted]. There seems to be some confusion...

regarding the policy provisions. Please allow me to clarify.Our customer database has identi?ed one policy applied for and held by the policyowner, [redacted]. Thepolicyowner purchased $9,712.00 of Whole Life Insurance that became effective January 10, 2017 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, 2017. On April 11, 2017, our processing center was noti?ed that the ?nancial institution declined the monthly premium payment for the month of April. As 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, 2017. I have enclosed a copy of the lapse notice for your review. In your correspondence, you requested to receive a return of all premiums paid. It is important to understand that coverage did provide protection during the premium paid period and no return of premium will be required.[redacted]fully, this resolution and information is found to be satisfactory. Please extend our sincerest condolences to [redacted] on the loss of her brother. If I may be of further assistance to you, please feel free to contact me directly at ###-###-####.Sincerely,Sherie S.Team LeaderCustomer Service

To Whom it May Concern:I am writing in response to the correspondence regarding the above referenced file. I am happy to be of assistance with your inquiry.I have thoroughly reviewed our customer database and found two accounts for insured [redacted]. Please allow me to explain. Our records...

indicate that Ms. [redacted] decided to add more to her insurance portfolio by procuring an additional policy. Please be advised that when a customer obtains additional coverage, a separate contract will be produced to represent the increased amount.The initial policy, TY[redacted] became effective March 16, 2012 with a monthly premium of $43.72. Account R[redacted] became effective November 3, 2015 with a monthly premium of $20.90.It was mentioned that [redacted] had intended to be the Owner of account R[redacted]. Our records show that [redacted] contacted our customer service department on November 3, 2015 and obtained additional coverage (R[redacted] B) with our licensed customer service agent. The application was signed electronically by the applicant on November 3, 2015. Please be advised that there was no indication of a different owner other than the applicant. I have provided a Copy of the application for your review.Additionally Mr. [redacted] expressed that [redacted] is..."unable to conduct any type of business for herself." In an effort to protect the security and privacy of the account, if Mr. [redacted] 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 processing. Please be advised without the aforementioned documentation we are unable to transfer the ownership of the policy to [redacted].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 satisfactory. We apologize for any upset this issue may have caused. If I may be of further assistance to you, please feel free to contact me directly at ###-###-####,Sincerely,Sherie S[redacted] Team Leader Policyholder Services

April 17, 2017To [redacted]:I am writing in response to your correspondence and am happy to be of assistance in your investigation.I have reviewed the concern in question and would like to clarify the matters presented with the best use of the information available.The accounts referenced above...

became effective as follows: [redacted] on September 4, 2014 with monthly premium of $19.90 (ultimate death benefit (after first two years $2,086.00)) and [redacted] on March 4, 2017 at $69.65 monthly (ultimate death benefit (after first two years $6,524.00)). Both accounts are currently paid to April 4, 2017.As indicated here and by forwarding separate sets of policy documents within the first month of each purchase, both accounts are in fact separate accounts. This is so, as a result of the accounts having been taken out at different points in time. The coverage and premium amounts were based on age at issue. Keeping this in mind, we maintain the accounts separately. We do, however “combine” them for billing purposes only which is why you’ve begun to receive a Combined Bill premium notice under billing case number [redacted] for the monthly total due of $89.55 for $8,610.00 ultimate coverage (after first two years in force).Please extend our apologies to [redacted] for any frustration or confusion we may have caused her during or after the sales process. We welcome any opportunity to continue to provide service to her again in the future. Further, it is both our hope and intention not to lose her as a customer. If she is adamant about canceling the newest purchase, she may sign below and return to me at the address above and I will refund her initial premium of $69.65. If I may be of further assistance to you, please feel free to contact me directly at ###-###-####.Sincerely,Roger L. Manager Policyholder Services

Colonial Penn Response