Fidelity Life Association

Initial Business Response / [redacted] (1000, 8, 2014/05/30) */ [redacted] 29, Revdex.com of Chicago [redacted] N Wabash Ave Ste [redacted] Chicago IL 60611- RE: Case # XXXXXXXX FLA policy number: N/A Complainant - [redacted] Dear Ms [redacted] This letter is in response to the correspondence that you forwarded to Fidelity Life Association (FLA) regarding Mr***'s complaint Mr [redacted] states that FLA is mis-representing Fidelity, a major financial institutionPlease note that FLA has been selling life insurance products since Fidelity Life Association has no affiliation with any other carrier with the word "Fidelity" in their name We request that Mr [redacted] send us a copy of the email that he received so we can research to see if the email/s are coming from Fidelity Life Association or if an unknown 3rd party is responsible for sending him unauthorized emails using our FLA nameUpon receipt of the emails, they will be forwarded to FLA Marketing for review Mr [redacted] also states that FLA is deceiving the customer as once the "first page is filled out", that customer information is sent to sponsor sites which receive pay per click commissionPlease note that FLA has no such arrangement with any FLA authorized producersThe only time an agent/producer receives any type of commission is when a proposed insured completes an application, the application is reviewed and issuedAfter the initial premium payment is received for the new approved policy, and then the writing agent receives a commission payment If you have any additional questions, please contact me at X-XXX-XXX-XXXX or at [redacted] @fidelitylife.com Sincerely, [redacted] Fidelity Life Association Business Service Executive

Please see attachments

Initial Business Response / [redacted] (1000, 5, 2014/03/06) */ March 6, 2014, Dear Ms [redacted] Please see the attached PDF with the response for Mr [redacted] Thank you, [redacted] Fidelity Life Association

Initial Business Response / [redacted] (1000, 5, 2014/10/03) */ Contact Name and Title: [redacted] VP Analytics Contact Phone: XXXXXXXXXX Contact Email: [redacted] @efinancial.com Hello ***, Very sorry to hear you are having trouble unsubscribing from marketing messagesWe have not received a request for this email address prior to your complaint, so I suspect there is an email marketer sending messages without our approvalIf you can forward one of those emails to me at [redacted] @efinancial.com I may be able to identify the source In any case, [redacted] @aol.com will be added to our email marketing suppression list todayAny company mailing on behalf of Fidelity Life is required to check that list a minimum of once every daysFeel free to forward any messages received to the address above, as well as any other email addresses you would like added to the list Best Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 9, 2014/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Same old story but the spam continuesTry to blame it on somebody elseShady company Final Consumer Response / [redacted] (3000, 12, 2014/10/09) */ I received another spam from them today Final Business Response / [redacted] (4000, 19, 2014/10/28) */ We are in receipt of complainant's latest correspondenceThe complaint record shows that information was requested from the complainant to address his concerns and remove his email from distributionThe complainant responded to one such request and forwarded an email that he received in response to the requestUnfortunately, the links were broken so we were not able to track the source, collect opt-in, and terminate the sourceWe have a sent a request to all publishing partners to remove his email from their records In addition, the complainant attempted to forward some information, but had an incorrect email addressAs a result, that email did not reach us directly Complainant has inquired where we obtained his emailIt would have been collected on a website owned by a publisher with whom we do business

Initial Business Response / [redacted] (1000, 5, 2014/01/28) */ See attachment Final Consumer Response / [redacted] (4200, 15, 2014/02/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Its the same response over n over as is mine.YES the conversations did take place YES the agent did say no money would be taken out till AFTER all tests were back like I asked.She listened to 3...There were many more than and also many emails between us which I sent to them.They say they are doing everything according to policy but if that's the case.Why was I told by [redacted] I couldnt have my money back because days had elasped.When I pointed out no it hadn't then she comes back with well we need a written statement.I asked if we could do the signature Docusign like we did to get the policy going and the answer was no.In her own words she said she didn't get my signature till Jan 3rd.Yet she says the policy was cancelled Dec 13th.How can they cancel it with out my signature? They sure couldn't cancel it when I asked them too on the phone Dec 14thAnd why haven't they been after me to get another month payment if I had insurance up till Jan 3rd? I did get a bill on Dec 12th which doesn't add up to any amount that was agreed onIf I hadn't cancelled my automatic debit on Dec 14th I'm sure the would of been taken out and any way you look at it payment doesn't add up to any amount agreed on.Monthly payments of Again things are turned around by them to work in there favor.I do thank you for helping me.Please post this on the Revdex.com Final Business Response / [redacted] (4000, 13, 2014/02/14) */ 02/14/ Dear Ms [redacted] Please see the attached response provided below as a PDF Thank You, [redacted] Fidelity Life Association

Initial Business Response / [redacted] (1000, 5, 2014/03/14) */ March 14, Dear Ms [redacted] Please see the attached pdf with my written response for this policy Thank you, [redacted] Final Consumer Response / [redacted] (2000, 7, 2014/03/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/05/14) */ The fraud accusation is concerning, particularly since this policy dates back five years. Please have the customer provide some contact info so I can follow up to confirm that a written policy cancellation request has been received. The... policy number is listed as the internal case number below.

Initial Business Response / [redacted] (1000, 8, 2014/08/27) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @fidelitylife.com See attached Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is clearly a scam, I am cold called, sold incredibly over priced insurance (as an insurance agent I see quotes everyday)then when I complained on 6/23/I am told it was cancelled and would be refundedThere was never any communication until I reached out again when I still had not recieved my refundI was not sent information in the mail, I never signed anything and they are standing by a phone call where if they go back and listen to the recording they will clearly hear me state that I am intoxicatedThey pushed and pushed until I proceededBelow you will see my largest issues with thier response 1- The agent stated all policies were cancelled, going to be refunded and did not tell me to follow up on the phone or in any email communication(please provide recording where I am told to contact directly) They won't because it does not exist 2- The dates in Fidelities letter do not match up, my cancel date was proir to sign up as you can see in the letter they sent(as you can see they are manipulating information as they go along) 3- At no point did I ever recieve any welcome packet, per the agent the policy went into effect 8/01/so what month was I covered? 4- I told the agent while siging up I was in a bar and intoxicated, by law I cannot bind insurance while intoxicated Finally I still consider this an open matter and am currently having this investigated by the [redacted] Insurance Commissioner Final Business Response / [redacted] (1000, 16, 2014/09/22) */ See Document

Initial Business Response /* (1000, 5, 2014/03/24) */
March 24,
Dear Ms***
Please see the attached PDF letter with my response
Thank you,
*** ***

Initial Business Response /* (1000, 8, 2014/08/07) */
08/07/
Dear Ms***
Please see the attached PDF response attached below
Regards,
*** ***
Initial Consumer Rebuttal /* (3000, 10, 2014/08/13) */
(The consumer indicated he/she DID NOT accept the response from the
business.)
Although Ms *** response is technically correct, to say that I "did not realize we had purchased an ADB policy" implies I was involved in these dealingsAlthough my wife has suffered a stroke, I have not, and not all senior citizens are as addle brained as Ms *** seems to implyHad I been involved in this matter from the start it would never have made it to this point
Had Ms *** and / or her complaint dept had the courtesy to reply to the letter I sent them on June 3rd of this year we wouldn't be spending all this time and energy on this matter
The crux of this issue has not been addressed by Fidelity Life, that is her companies sales tactics - implying that the purchase of an ADB policy would somehow make her (my wife) eligible for health insurance
I don't wish to be a curmudgeon but please note that I did indeed take the time to write her company a letter about this issue even after I spoke to her companies representative over the phone
I was ignored until I got the Revdex.com involved
I will happily submit a copy of the letter I sent to Fidelity Life complaint dept if you wish
Regards
*** ***

Initial Business Response /* (1000, 8, 2014/07/10) */
Dear Ms***
Please see the attached pdf with the response for this case for Mr***
Thank you,
*** ***
Initial Consumer Rebuttal /* (3000, 10, 2014/07/21) */
Chicago Revdex.com Mail ***
***
Re: horrific "customer service"
message
*** *** Fri, Jul 11, at 11:AM
To: *** ***
Cc: "*** *** (***@***.com)" , *** *** , *** *** , *** *** , ***@chicago.Revdex.com.org, *** ***
Dear Ms***,
I believe my only fault in this matter was not researching your company thoroughly before buying a policy with you
1) There are a myriad of complaints regarding your deceptive advertising and marketing practices, your billing procedures and your customer serviceThe Revdex.com has given you a rating of a "B" with complaints filed in the last yearsBelow are additional sources outlining people's experience with youClearly you have a lot of improvement to do in the way you conduct your business practices, if you care about people and not just your bottom line
***
A reputable company would have explained their "hybrid" model of insurance on the phone to me prior to purchaseWhen I asked to increase my policy from $300,to $500,000, they would have informed me of the procedures for making this adjustment.....and not charged me for two policies totaling $800,000, which I clearly did not want
2) You should check how your phone logs are handledI had made additional calls left directly on a supervisor's voicemailOne was complaining about the hybrid policy I was soldThat call was never returnedThe second call I made was informing you of my discontent with the $I was charged over the last months for the $300,policyIn the voicemail, I said that if I didn't hear back from you in hours, that I would contact the Revdex.comThat call was never returned either
*** ***
On Thu, Jul 10, at 10:AM, *** *** wrote:
Dear Ms***
Attached is a copy of the letter that was sent to the Revdex.com for your case # XXXXXXXX for *** ***We are sorry that you feel that FLA Customer Service did not provide you with good customer service
We will be happy to assist you with any additional questions that you may have regarding your coverage with policy XXXXXXXXXX
Please contact FLA Customer Service at XXX-XXX-XXXX or ***@fidelitylife.com for assistance
Regards,
*** ***
From: *** *** (mailto:***@gmail.com)
Sent: Wednesday, July 9, XXXX X:XX PM
To: Service FLA
Cc: *** *** ***@telematltd.com; *** ***; ***@chicago.Revdex.com.org
Subject: horrific "customer service"
Dear *** *** and *** ***
We contacted Fidelity Life Association several months ago to increase my husband's insurance policy (XXXXXXXXXX) from $300,to a total of $500,as we just had a baby a week agoWhen we checked our credit card statements we noticed that we were still being charged for both policies and have been since AprilWe were very clear in discussing with the underwriter that we only wanted policy for $500,and not policies totaling $800,I was also surprised when I received the policy in the mail that it was a "hybrid" policy that only paid out certain amounts for death due to accident vsmedical conditionI would have thought that would be something the agent should have discussed with me prior to purchasing the policy
In the mean time, we have made several calls and left messages each time to Fidelity Life Association customer service management to complain and neither call has been returnedDuring our last phone call, the representative I spoke to checked the phone log and said she could not locate the message we had left....how convenientThe complaint I subsequently filed with the Revdex.com has not been answered thus far and a final notice is being sent
When I again called your customer service representative, she said she wasn't allowed to give the direct emails for any supervisors and that I needed to email the general address....another disreputable business practiceI am seeking a return of the premium that we paid since April for the $300,policy in the total amount of $66.30, since our stated intention was to only have one policy for $500,I will be canceling the $500,policy as soon as the processing goes through with TIAA-CREF, a more reputable company with a solid Revdex.com ratingI can only imagine the hurdles that would be enacted, if god forbid, I actually needed to make a claim on my policy through your businessThanks for wasting the valuable time I should be spending with my newborn instead of dealing with your mismanaged businessPlease inform me as to when I can expect the return of $to my credit cardIf I don't hear back from you, my next step will be to contact the Illinois Department of Insurance
*** and *** ***

Initial Business Response /* (1000, 5, 2014/04/17) */
April 17, 2014
Dear Ms. [redacted]
Please see my response to this inquiry in the pdf file provided below.
Sincerely,
[redacted]
Fidelity Life Association
Initial Consumer Rebuttal /* (3000, 7, 2014/04/18) */
(The...

consumer indicated he/she DID NOT accept the response from the business.)
Several attempts to reach Fidelity were made. And I was hung up on; my wife was also on the call. Perhaps we called from her cell phone. I never received the 1st mailing of the policy, only the 2nd. Regardless of reimbursement of 2nd month's fee, I would like it noted that this policy, purchased as part of a health insurance plan, was misrepresented and entirely unprofessionally handled when we had questions.
Final Business Response /* (4000, 9, 2014/04/25) */
April 25, 2014
Dear Ms. [redacted]
Please see the attached pdf file for the response requested on April 23,2014.
Sincerely,
[redacted]
Fidelity Life Association

Initial Business Response /* (1000, 5, 2014/01/28) */
See attachment
Final Consumer Response /* (4200, 15, 2014/02/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Its the same response over n over as is mine.YES the conversations did take...

place YES the agent did say no money would be taken out till AFTER all tests were back like I asked.She listened to 3...There were many more than 3 and also many emails between us which I sent to them.They say they are doing everything according to policy but if that's the case.Why was I told by [redacted] I couldnt have my money back because 30 days had elasped.When I pointed out no it hadn't then she comes back with well we need a written statement.I asked if we could do the signature Docusign like we did to get the policy going and the answer was no.In her own words she said she didn't get my signature till Jan 3rd.Yet she says the policy was cancelled Dec 13th.How can they cancel it with out my signature? They sure couldn't cancel it when I asked them too on the phone Dec 14th. And why haven't they been after me to get another month payment if I had insurance up till Jan 3rd? I did get a 200.00 bill on Dec 12th which doesn't add up to any amount that was agreed on. If I hadn't cancelled my automatic debit on Dec 14th I'm sure the 200 would of been taken out and any way you look at it 200.00 payment doesn't add up to any amount agreed on.Monthly payments of 62.38.. Again things are turned around by them to work in there favor.I do thank you for helping me.Please post this on the Revdex.com
Final Business Response /* (4000, 13, 2014/02/14) */
02/14/2014
Dear Ms. [redacted]
Please see the attached response provided below as a PDF.
Thank You,
[redacted]
Fidelity Life Association

Initial Business Response /* (1000, 5, 2014/10/03) */
Contact Name and Title: [redacted] VP Analytics
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@efinancial.com
Hello [redacted],
Very sorry to hear you are having trouble unsubscribing from marketing messages. We have not received a request...

for this email address prior to your complaint, so I suspect there is an email marketer sending messages without our approval. If you can forward one of those emails to me at [redacted]@efinancial.com I may be able to identify the source.
In any case, [redacted]@aol.com will be added to our email marketing suppression list today. Any company mailing on behalf of Fidelity Life is required to check that list a minimum of once every 10 days. Feel free to forward any messages received to the address above, as well as any other email addresses you would like added to the list.
Best Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 9, 2014/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Same old story but the spam continues. Try to blame it on somebody else. Shady company.
Final Consumer Response /* (3000, 12, 2014/10/09) */
I received another spam from them today.
Final Business Response /* (4000, 19, 2014/10/28) */
We are in receipt of complainant's latest correspondence. The complaint record shows that information was requested from the complainant to address his concerns and remove his email from distribution. The complainant responded to one such request and forwarded an email that he received in response to the request. Unfortunately, the links were broken so we were not able to track the source, collect opt-in, and terminate the source. We have a sent a request to all publishing partners to remove his email from their records.
In addition, the complainant attempted to forward some information, but had an incorrect email address. As a result, that email did not reach us directly.
Complainant has inquired where we obtained his email. It would have been collected on a website owned by a publisher with whom we do business.

Initial Business Response /* (1000, 5, 2014/03/06) */
March 6, 2014,
Dear Ms. [redacted]
Please see the attached PDF with the response for Mr. [redacted].
Thank you,
[redacted]
Fidelity Life Association

Initial Business Response /* (1000, 5, 2014/05/14) */
The fraud accusation is concerning, particularly since this policy dates back five years. Please have the customer provide some contact info so I can follow up to confirm that a written policy cancellation request has been received. The...

policy number is listed as the internal case number below.

Initial Business Response /* (1000, 5, 2014/03/14) */
March 14, 2014
Dear Ms. [redacted]
Please see the attached pdf with my written response for this policy.
Thank you,
[redacted]
Final Consumer Response /* (2000, 7, 2014/03/24) */
(The consumer indicated he/she ACCEPTED...

the response from the business.)

Initial Business Response /* (1000, 5, 2014/10/03) */
Contact Name and Title: [redacted] VP Analytics
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@efinancial.com
Hello [redacted],
Very sorry to hear you are having trouble unsubscribing from marketing messages. We have not received a...

request for this email address prior to your complaint, so I suspect there is an email marketer sending messages without our approval. If you can forward one of those emails to me at [redacted]@efinancial.com I may be able to identify the source.
In any case, [redacted]@aol.com will be added to our email marketing suppression list today. Any company mailing on behalf of Fidelity Life is required to check that list a minimum of once every 10 days. Feel free to forward any messages received to the address above, as well as any other email addresses you would like added to the list.
Best Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 9, 2014/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Same old story but the spam continues. Try to blame it on somebody else. Shady company.
Final Consumer Response /* (3000, 12, 2014/10/09) */
I received another spam from them today.
Final Business Response /* (4000, 19, 2014/10/28) */
We are in receipt of complainant's latest correspondence. The complaint record shows that information was requested from the complainant to address his concerns and remove his email from distribution. The complainant responded to one such request and forwarded an email that he received in response to the request. Unfortunately, the links were broken so we were not able to track the source, collect opt-in, and terminate the source. We have a sent a request to all publishing partners to remove his email from their records.
In addition, the complainant attempted to forward some information, but had an incorrect email address. As a result, that email did not reach us directly.
Complainant has inquired where we obtained his email. It would have been collected on a website owned by a publisher with whom we do business.

Initial Business Response /* (1000, 8, 2014/08/27) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@fidelitylife.com
See attached.
Initial Consumer Rebuttal /* (3000, 10, 2014/08/28) */
(The consumer indicated he/she DID NOT accept the...

response from the business.)
This is clearly a scam, I am cold called, sold incredibly over priced insurance (as an insurance agent I see quotes everyday)then when I complained on 6/23/14 I am told it was cancelled and would be refunded. There was never any communication until I reached out again when I still had not recieved my refund. I was not sent information in the mail, I never signed anything and they are standing by a phone call where if they go back and listen to the recording they will clearly hear me state that I am intoxicated. They pushed and pushed until I proceeded. Below you will see my largest issues with thier response.
1- The agent stated all policies were cancelled, going to be refunded and did not tell me to follow up on the phone or in any email communication. (please provide recording where I am told to contact directly) They won't because it does not exist.
2- The dates in Fidelities letter do not match up, my cancel date was proir to sign up as you can see in the letter they sent. (as you can see they are manipulating information as they go along)
3- At no point did I ever recieve any welcome packet, per the agent the policy went into effect 8/01/14 so what month was I covered?
4- I told the agent while siging up I was in a bar and intoxicated, by law I cannot bind insurance while intoxicated.
Finally I still consider this an open matter and am currently having this investigated by the ** Insurance Commissioner.
Final Business Response /* (1000, 16, 2014/09/22) */
See Document

Initial Business Response /* (1000, 8, 2014/05/30) */
[redacted] 29, 2014

Revdex.com of Chicago
[redacted]
330 N Wabash Ave Ste [redacted]
Chicago IL 60611-7621
RE: Case # XXXXXXXX
FLA policy number: N/A
Complainant - [redacted]
Dear Ms. [redacted]

This letter is in...

response to the correspondence that you forwarded to Fidelity Life Association (FLA) regarding Mr. [redacted]'s complaint.
Mr. [redacted] states that FLA is mis-representing Fidelity, a major financial institution. Please note that FLA has been selling life insurance products since 1896. Fidelity Life Association has no affiliation with any other carrier with the word "Fidelity" in their name.
We request that Mr. [redacted] send us a copy of the email that he received so we can research to see if the email/s are coming from Fidelity Life Association or if an unknown 3rd party is responsible for sending him unauthorized emails using our FLA name. Upon receipt of the emails, they will be forwarded to FLA Marketing for review.
Mr. [redacted] also states that FLA is deceiving the customer as once the "first page is filled out", that customer information is sent to sponsor sites which receive pay per click commission. Please note that FLA has no such arrangement with any FLA authorized producers. The only time an agent/producer receives any type of commission is when a proposed insured completes an application, the application is reviewed and issued. After the initial premium payment is received for the new approved policy, and then the writing agent receives a commission payment.
If you have any additional questions, please contact me at X-XXX-XXX-XXXX or at [redacted]@fidelitylife.com
Sincerely,
[redacted]
Fidelity Life Association
Business Service Executive