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J. Stewart Strachan & Associates

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Reviews J. Stewart Strachan & Associates

J. Stewart Strachan & Associates Reviews (60)

We have sent a letter response to Mr [redacted] on July 1, to address his complaintIf you require any additional information, please contact [redacted] at [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Let me approach this from a different direction If I would have needed this policy during the last months, it would not have been covered, correct? However, your solution is that if I pay all fees accrued during the period of non-coverage you'd reinstate the policy Now does that seem fair? Making me pay for something I didn't get? Furthermore, does it seem fair that I have to waste hours of my time pointing out these obvious concerns to get you to do the right thing? Lastly, I still have NO IDEA where to send the payment to get the policy reinstated My email response has fallen on deaf ears This is beyond bad customer service, it's negligent You've left me uncovered for over months, and you want to bill me for it, too This problem was caused by you, and it need to be fixed by you Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] ] I signed the document sent to me in 5/as I was told John Hancock was still investigating whether I would receive a lump sum payment dated back to 9/ I signed the document regarding the distribution of the monthly sum payment that was to begin in 6/ I then received a phone call 6/8/from the benefit deptstating I would receive a lump sum payment in addition to the monthly sum quoted in the May letter I feel the company should honor their response given to me on 6/8/They stated the comtract did not 'allow for a lump sum' but they now own and administrate this contract and have the ability to make an exception Regards, [redacted] ***

Good Afternoon,Our John Hancock Service Representative spoke to Mr. [redacted] and we confirmed to him that he did not have an account on file with Retirement Plan Services (RPS). He asked that our response to the BBB makes reference to John Hancock RPS not having an account for... him. Sincerely, [redacted] ***

Mr [redacted] is a participant in a qualified retirement planJohn Hancock is the record keeper for the retirement plan which is governed under *** Mr [redacted] had taken a Hardship withdrawal on 2/9/and a second hardship withdrawal on 3/30/At that point the participant had taken the maximum hardship withdrawal amount allowed from his account because the remaining account balance after the second Hardship was pre-tax earnings and those earnings are not legally eligible for hardship withdrawals Mr [redacted] applied for a third hardship on 8/but only had a hardship eligible amount of $at the time of processing since the remainder of his account was earnings which are not eligible

We have reviewed this matter and will be providing a response directly to the customer - Customer Relations, John Hancock

Dear Revdex.com:The Company has reviewed the customer's comments re-iterated its position and provided the address to which the premium should be mailed Sincerely,Compliance Department

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

Good Morning,This is in follow up to the complaint submitted to the Revdex.com by Mr [redacted] on May 25, We have mailed a letter to Mr [redacted] addressing the concerns, around the delay in receiving the proceeds of his loan requestWe have confirmation that Mr [redacted] has received both, the letter and the check Sincerely, [redacted]

Called Ms [redacted] upon receipt of the complaint for additional details Contacted John Hancock's Claim Department to discuss the claim and the delay and requested the claim be processed and the check sent to Ms [redacted] 's attorney Check was processed and released and should be received by the attorney no later than Friday, May 19, Ms [redacted] has my contact information in the event she has any additional questions concerning this issue

Dear Revdex.com:The Company has reviewed the matter and mailed duplicate copies of the policies to the customer free of charge.Sincerely,Customer Relations

Dear Revdex.com:A review of the contract file confirms that the beneficiary under the annuity contract pre-deceased the contract owner. Accordingly, the Death Benefit is due and payable to the "Estate" of the contract owner. The complainant was advised to submit a "Small Estate
Affidavit" in order to pay the "Estate". Upon receipt of the required documentation, the claim will be processed accordingly. Sincerely,Compliance Department

We were missing the required *** *** *** in order to process the surrender transaction requested by *** ***. I emailed a new form to her on 6/22/and followed up with a phone call today. While she explained she had faxed the form more than once, I confirmed that we had not
received it and provided her my direct fax number. I received the form back today and assigned it to our disbursement team. The surrender has been processed and the check will be delivered on Thursday via ***I spoke with *** *** today to confirm this information and she seemed satisfiedI also provided her my direct phone number in the event she has any follow up questions

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I asked for an accounting of how they got to that number when all amounts are fully vested at the time of contribution. I have yet to see a breakdown that would allow me to verify their statements. Please provide that breakdown
Regards,
*** ***

This retirement account is a qualified retirement plan account and subject to both DOL and IRS regulations that govern these accountsHardship withdrawals have restrictions involving the ability to withdraw earnings on pre-tax contributions. Under the Internal Revenue Code, any earnings received after December 31, on pre-tax contributions are not available for hardship withdrawals (see IRS Reg1.401(k)-1(d)(3)(ii))The remaining balance in the participant's account are those earnings that are not eligibleWe have no discretion in this matter, it is an IRS Regulation

Dear Revdex.com:The Company has reviewed the complaint and offered to reinstate the policy without underwriting requirements. However, as it is not our practice to reimburse customers' for phone calls to our toll free Customer Service Department, we are unable to consider the
request for reimbursement. We have provided a written response via e-mail to the customer on June 22, 2016.Sincerely,Compliance Department

Dear Revdex.com:This is to confirm that the Company has contacted the complainant and confirmed that the death claim transaction has been processed. Accordingly, a check has been mailed to her address of record.Sincerely,John Hancock Customer Relations Department

Good Afternoon,We called the participant a few times at the different numbers provided but have gotten no response nor are we able to leave a voice message.We have sent the participant an email, to the email address provided in this complaint, letting him know that we have attempted to reach
him and for him to contact one of our supervisors to discuss the issue and to explain the role that John Hancock, as the recordkeeper, plays in relation to the retirement planAlso that we are not the Plan Administrators and as such, we do not have any discretionary authority under the Plan.Thank you

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below. John Hancock never asked for any certificate until I turned Close to retirement ageNow they want a certificateNot for the other yearsI want John Hancock to pay me for their incompetenceNot *** Corporation anymorePlease keep this complaint on the Revdex.com websiteI want other people to know how I got cheated by John Hancock
Regards,
*** ***

Dear Revdex.com:We have reviewed the customer's comments and determined that the Company's position remains unchanged. Accordingly, no further response will be made, as we now consider this complaint file closedThank you.Sincerely,Compliance Department

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