Dayton Metro Police Athletic League

[redacted] 's death occurred in August, [redacted] was the sole primarybeneficiary of both annuitiesBefore Mrs [redacted] could submit her claims for payment,her death occurred in October, 2016.This complicated settlement of the annuity death claims and additional information wasrequested to be submitted by [redacted] and [redacted] , to be reviewed with NationalWestern legal counselI did leave a message for [redacted] earlier in January, andthen on January 2ih, 2017, prior to receiving the inquiry from the Revdex.com, Icalled and left Mr [redacted] a message that the claims had been approved for payment andchecks were being issued payable to the [redacted] and [redacted] TrustThe checks arebeing mailed today to the office of [redacted] ***, Attorney at Law, as MsWhite had beenrepresenting the [redacted] family

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

I have e-mailed the Mr [redacted] 2-7-and he has responded with his questions They have been answered as of end of day 2-7-by e-mail If I may of further assistance to Mr [redacted] or the Revdex.com, please do not hesitate to contact me Thank you [redacted] ***

The requested funds are being sent today by overnight Fed-X with a letter of apology to the customer. I have called him to let him know it is on the way.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me [redacted] was very responsive to my complaint, and the check has nowbeen deposited to my accountI thank National Western's explanation from [redacted] and look forward to continued good service and communicationI also thank the Revdex.com for helping to resolve this issue Regards, [redacted]

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

A call was made to Mr***s explaining that we had utilized the banking information that was sent The policy will not lapse and we will draft for the premium tonight Please see letter of confirmation attached.At this time, this has been resolved

It is the processing procedure of National Western Life to take all requests in the order they come in Our processing time is fourteen (14) business days This request was done within our processing procedure times and is being Federal Expressed to the Ms [redacted] today for overnight delivery.We apologize for the inconvenience this may have caused and would have processed it sooner if we could We do not hold requests but at this time of year we have an influx requests to process I have called Ms [redacted] , leaving a voice message, to let her know the funds are being sent today January 30,

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

Ms [redacted] , I just left you a voice message and I do see that we have two requests It is very unusual for us to receive request in duplicate from each owner I see that we questioned it as a duplicate request for two different amounts and the processor was told to process each one separately That did not get completed.I have now requested a rush process for the $10, It will be processed today, and should go out Wednesday overnight mail at our expense.You are certainly correct that the errors should not have happenedI will be following up to make sure this goes out for youOnce again my apology for our errors

We have received your complaint to the RevDex.com regarding the policy referenced aboveIt has been referred to
me for reply.I have enclosed your December 31,
statementI apologize that it was not mailedWe have implemented a program
that should help us to catch these in the
future which will eliminate the need
for you to call to get the statement mailed.Additionally, we always experience high call
volumes from January 1st through April 15th, due to tax seasonOur
highest call volumes are Monday through WednesdayWe have added more personal,
as well as bapersonal, to assist in answering these callsWe sincerely apologize
for the inconvenience.We appreciate your business and your patience's
If you have additional questions or need further assistance, please do not
hesitate to contact me at ###-###-####This is my direct line and all calls
are returned within hours

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,
*** ***

Dear ***, Thanks for your prompt response to my complaint.I appreciated the electronic copy of my statement, but will you please send me a paper copy I do not have access to a printer.It would be great if your implemented programs will allow me to receive my statement next year We'll have to see what happens Each year I have been assured that there was no problem I will keep your phone number if I need to contact you in the future.I don't think National Western has done enough to solve the problem of excessive call wait times In the four years I have been calling, the wait times have gotten worse Last Friday (not a highest call volume day), I was on hold for hours and minutes before I hung up! National Western should hire even more personnelextend its hours, overhaul its automated system for greater effficiency, and repair the call back function The current system is unacceptable.*
*** ***

July 1, Revdex.com ATTN: *** *** *** ** *** *** *** ** *** Subject: Policy No*** Insured: *** * *** Dear *** ***: Thank you for your e-mail of June 29, to *** *** regarding
the policy referenced above, It has been referred to me for replyI am enclosing a copy of the letter sent to Ms*** regarding the problems she has recently experienced with our call centerAs I stated to Ms***, we have been working to resolve our systems issues and have added new staff to assist our customersMs*** was able to speak with a representative on June 30, The questions she had were answered and the required paperwork has been mailedWe are making every effort to resolve the long wait times for our policyholdersIf you have additional questions or need assistance, please contact me and I will be happy to assist youI can be reached at *** ***. Cordially,*** ***Client Services Annuity Department***cc: Complaint File *** *** ***

Dear Ms***: We are in receipt of your complaint with Revdex.com of Austin Texas regarding the policy referenced above. I appreciate the opportunity to assist you We are in receipt of your request to change your beneficiary. Our turn-around
time for this type of process is twenty-one (21) business days. Moreover, once your beneficiary change has been received in good order we accept that as your beneficiary should you pass away. We apologize for the frustration you experienced with the faxes not coming through to us. Normally that does not happen The Beneficiary change has been made to your policy. Please find the endorsement attached for your files (Letter mailed with endorsement to Ms*** today

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,
*** ***

I telephoned Ms*** this morning with an explanation of the problems we are experiencing with our phone system. I also spoke to her about her payment and explained that it has generated and should be direct deposited for her no later than Friday. I believe this has been resolved to
her satisfaction

There is not enough information for me to respond. I need the full account number or the policyholders full name in order to locate. I have left a message with Mr*** and will email him for further information. thank you

Thank you for your email to the Revdex.com and for speaking with me today by phone regarding the policy referenced aboveI appreciate the opportunity to address your concerns.I am enclosing the 1099-R forms emailing them today as you requestedPlease accept our apology for the delay in
getting them mailed to you.Additionally, we have added new and baphone representatives to assist us in answering the phones during this busy time of year.Thank you for your business and if you have any further questions or need additional assistance, please contact me at ########## and I will be happy to assist you

I called and spoke to Mr*** on November 30th to apologize for the problems he had with getting through to our customer service representatives. His problem is with the Power of Attorney we have received. After review I found that the issue had been resolved and that a revocation of
a previous Power of Attorney was needed. the correct information has been received and the Power of Attorney ahs been noted. 12/06/I spoke with Mr*** today and he feels that the problem has been resolved