We are writing in response to the complaint filed through your office on behalf of [redacted] dated October 11, 2015, received in our office October 21, 2015. The subject policy is a flexible Variable Whole Life policy is issued January 10, 2003 on the life of [redacted] with a base amount of...
100.000. The policy is owned by the [redacted] and [redacted] Trust dated June 24, 2010. We sincerely regret the frustration and lack of follow up which Ms. [redacted] experienced while trying to finalize the payment of the premium on the above referenced policy. Unfortunately, due to a processing error the premium payment was applied to a second policy owned by Mr and Mrs [redacted]. The payment to the incorrect policy in the amount of 550.00, was reversed and applied to the correct policy on 10/22/2015 with an effective date of 1/13/2015. The policy has now been reinstated and is active requiring no further premium payment this year. The request should have been processed in a timely manner upon receipt. We appreciate Ms. [redacted] taking the time to share her experience. Her valuable feedback provides improvement opportunities for our service departments. We are enclosing a current summary for your review. Should you have any further questions or concerns regarding the policy, please do not hesitate to contact me directly.
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 5/2017 as I was told John Hancock was still investigating whether I would receive a lump sum payment dated back to 9/2013. I signed the document regarding the distribution of the monthly sum payment that was to begin in 6/2017. I then received a phone call 6/8/2017 from the benefit dept. stating I would receive a lump sum payment in addition to the monthly sum quoted in the May 2017 letter. I feel the company should honor their response given to me on 6/8/2017. 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]
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. 1) A 1.5 hr phone call is an unreasonably long time to resolve a billing issue, and I feel a credit to my account for the time spent to correct your error is more than reasonable. I ask that you please reconsider the request.2) The response fails to address the procedural/system issue that caused the problem.
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]. Please add your rejection comments below. This is there rules not the Law, As I have stated the trust covers everything ( Trust, Trustee,Executor Which is me according to the trust) An 2 attorneys have said the Trust over rides a small estate affidavit and is NOT needed. Therefore I see this as nothing more than a stall tatic to keep from paying and cause me more hardship on paying the funeral bill an receiving the funds that belong to my mothers estate or to cost me money to get what belongs to the Estate of [redacted]
Regards,
[redacted]
Dear Revdex.com:The Company has again contacted the complainant and explained the requirements.As previously indicated, in order to pay the death benefit proceeds to the "Estate", the Company requires evidence that the complainant is the legal representative of the Estate. Upon receipt, the claim will be paid accordingly. Sincerely,U.S. Compliance
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 Revdex.com makes reference to John Hancock RPS not having an account for...
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, 2016. We have mailed a letter to Mr. [redacted] addressing the concerns, around the delay in receiving the proceeds of his loan request. We have confirmation that Mr. [redacted] has received both,...
We have responded directly to the clients on February 16, 2017 confirming reinstatement of the subject policies. We have enclosed our written response to the customers. Additionally, we have reached out by telephone and left voicemail with direct contact information with our compliance office should they have any additional questions.
Good Morning,One of our supervisors has called the participant a few times at the telephone numbers provided and has left messages for the participant to call us back. We have also emailed him; however, we have not heard back from the participant. Our records show that we processed the distribution...
of his funds, using the baking information that was provided in his distribution request. In addition, we received confirmation that the funds were successfully received by the bank. However, in order to look into this matter further, we need the participant to contact us so we can obtain additional information, that he received, from his bank confirming that the funds were not received. Please note that John Hancock Life Insurance Company (U.S.A.) is a wholly-owned subsidiary of [redacted] ([redacted]). Electronic fund transfers can be made under either John Hancock or [redacted]. We recommend the participant check his banking history to determine if he might have received a deposit from [redacted], as opposed to John Hancock, for the amount of the distribution. Thank you.
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, 2016. Ms. [redacted] has my contact information in the event she has any additional questions concerning this issue.
Dear Revdex.com:The Company has contacted the consumer and confirmed via phone and in writing the status of the matter.Sincerely,US 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]
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.
The business has NOT confirmed a pay to address.
Regards,
[redacted]
Dear Revdex.com:The Company provided a detailed response along with documentation to the customer on June 22, 2017. Accordingly, we now consider this complaint file closed.Thank you.US Compliance
We have sent a letter response to Mr. [redacted] on May 1, 2015 to address his distribution request and this complaint. If you require any additional information, please contact [redacted] at ###-###-####.
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]
This letter is in response to your correspondence of March 9, 2016, regarding the subject complaint. It is Mr. [redacted] claim that 31 years ago, he was informed by John Hancock that he would receive a pension upon attaining age 60, from this former employer [redacted] Corporation. He was later notified...
that the information was inaccurate and that he was not eligible for a pension. As a result, he would like John Hancock to make good on the promise of a pension. In accordance with the contract purchased for [redacted] Corp, Mr. [redacted] former employer, the Corporation did not purchase a pension benefit for [redacted]. In addition, he is not listed on any schedule as an eligible participant. The company provided correspondence to Mr. [redacted] in December of 2015. January of 2016 and March of 2016 explaining the erroneous information that was provided when he contacted our office 31 years ago, and the pension benefit was not purchased on on his behalf by his former employer. we have also asked Mr. [redacted] to provide a copy of the certificate he would have received to participate. To date, Mr. [redacted] has not submitted such document. The contract between "[redacted]" and John Hancock states that in no event will John Hancock pay benefits in excess of those purchased by "[redacted]". John Hancock is not in the position to modify the [redacted] plan, its eligibility requirements, nor the benefits purchased for eligible participants. John Hancock is not the plan sponsor and must administer the funds in accordance with the plan and contact, as it was determined by the Contract Holder, not as its own discretion. We have enclosed copies of the correspondence provided to Mr. [redacted] regarding this matter. If Mr. [redacted] has evidence to substantiate his eligibility for a pension from his former employer, [redacted] Corporation, we recommend that he contacts that company directly. please note that John Hancock has fully responded to Mr. [redacted] inquiries. accordingly, no further response will be made as we now consider this complaint file closed.
We are writing in response to the complaint filed through your office on behalf of [redacted] dated October 11, 2015, received in our office October 21, 2015. The subject policy is a flexible Variable Whole Life policy is issued January 10, 2003 on the life of [redacted] with a base amount of...
100.000. The policy is owned by the [redacted] and [redacted] Trust dated June 24, 2010. We sincerely regret the frustration and lack of follow up which Ms. [redacted] experienced while trying to finalize the payment of the premium on the above referenced policy. Unfortunately, due to a processing error the premium payment was applied to a second policy owned by Mr and Mrs [redacted]. The payment to the incorrect policy in the amount of 550.00, was reversed and applied to the correct policy on 10/22/2015 with an effective date of 1/13/2015. The policy has now been reinstated and is active requiring no further premium payment this year. The request should have been processed in a timely manner upon receipt. We appreciate Ms. [redacted] taking the time to share her experience. Her valuable feedback provides improvement opportunities for our service departments. We are enclosing a current summary for your review. Should you have any further questions or concerns regarding the policy, please do not hesitate to contact me directly.
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 5/2017 as I was told John Hancock was still investigating whether I would receive a lump sum payment dated back to 9/2013. I signed the document regarding the distribution of the monthly sum payment that was to begin in 6/2017. I then received a phone call 6/8/2017 from the benefit dept. stating I would receive a lump sum payment in addition to the monthly sum quoted in the May 2017 letter. I feel the company should honor their response given to me on 6/8/2017. 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]
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. 1) A 1.5 hr phone call is an unreasonably long time to resolve a billing issue, and I feel a credit to my account for the time spent to correct your error is more than reasonable. I ask that you please reconsider the request.2) The response fails to address the procedural/system issue that caused the problem.
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]. Please add your rejection comments below. This is there rules not the Law, As I have stated the trust covers everything ( Trust, Trustee,Executor Which is me according to the trust) An 2 attorneys have said the Trust over rides a small estate affidavit and is NOT needed. Therefore I see this as nothing more than a stall tatic to keep from paying and cause me more hardship on paying the funeral bill an receiving the funds that belong to my mothers estate or to cost me money to get what belongs to the Estate of [redacted]
Regards,
[redacted]
Dear Revdex.com:The Company has again contacted the complainant and explained the requirements.As previously indicated, in order to pay the death benefit proceeds to the "Estate", the Company requires evidence that the complainant is the legal representative of the Estate. Upon receipt, the claim will be paid accordingly. Sincerely,U.S. Compliance
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 Revdex.com makes reference to John Hancock RPS not having an account for...
him. Sincerely, [redacted]
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, 2016. We have mailed a letter to Mr. [redacted] addressing the concerns, around the delay in receiving the proceeds of his loan request. We have confirmation that Mr. [redacted] has received both,...
the letter and the check. Sincerely, [redacted]
We have responded directly to the clients on February 16, 2017 confirming reinstatement of the subject policies. We have enclosed our written response to the customers. Additionally, we have reached out by telephone and left voicemail with direct contact information with our compliance office should they have any additional questions.
Good Morning,One of our supervisors has called the participant a few times at the telephone numbers provided and has left messages for the participant to call us back. We have also emailed him; however, we have not heard back from the participant. Our records show that we processed the distribution...
of his funds, using the baking information that was provided in his distribution request. In addition, we received confirmation that the funds were successfully received by the bank. However, in order to look into this matter further, we need the participant to contact us so we can obtain additional information, that he received, from his bank confirming that the funds were not received. Please note that John Hancock Life Insurance Company (U.S.A.) is a wholly-owned subsidiary of [redacted] ([redacted]). Electronic fund transfers can be made under either John Hancock or [redacted]. We recommend the participant check his banking history to determine if he might have received a deposit from [redacted], as opposed to John Hancock, for the amount of the distribution. Thank you.
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, 2016. Ms. [redacted] has my contact information in the event she has any additional questions concerning this issue.
We will be contacting the customer directly to discuss the matter.
Dear Revdex.com:The Company has contacted the consumer and confirmed via phone and in writing the status of the matter.Sincerely,US 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]
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.
The business has NOT confirmed a pay to address.
Regards,
[redacted]
Dear Revdex.com:The Company provided a detailed response along with documentation to the customer on June 22, 2017. Accordingly, we now consider this complaint file closed.Thank you.US Compliance
We have sent a letter response to Mr. [redacted] on May 1, 2015 to address his distribution request and this complaint. If you require any additional information, please contact [redacted] at ###-###-####.
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]
This letter is in response to your correspondence of March 9, 2016, regarding the subject complaint. It is Mr. [redacted] claim that 31 years ago, he was informed by John Hancock that he would receive a pension upon attaining age 60, from this former employer [redacted] Corporation. He was later notified...
that the information was inaccurate and that he was not eligible for a pension. As a result, he would like John Hancock to make good on the promise of a pension. In accordance with the contract purchased for [redacted] Corp, Mr. [redacted] former employer, the Corporation did not purchase a pension benefit for [redacted]. In addition, he is not listed on any schedule as an eligible participant. The company provided correspondence to Mr. [redacted] in December of 2015. January of 2016 and March of 2016 explaining the erroneous information that was provided when he contacted our office 31 years ago, and the pension benefit was not purchased on on his behalf by his former employer. we have also asked Mr. [redacted] to provide a copy of the certificate he would have received to participate. To date, Mr. [redacted] has not submitted such document. The contract between "[redacted]" and John Hancock states that in no event will John Hancock pay benefits in excess of those purchased by "[redacted]". John Hancock is not in the position to modify the [redacted] plan, its eligibility requirements, nor the benefits purchased for eligible participants. John Hancock is not the plan sponsor and must administer the funds in accordance with the plan and contact, as it was determined by the Contract Holder, not as its own discretion. We have enclosed copies of the correspondence provided to Mr. [redacted] regarding this matter. If Mr. [redacted] has evidence to substantiate his eligibility for a pension from his former employer, [redacted] Corporation, we recommend that he contacts that company directly. please note that John Hancock has fully responded to Mr. [redacted] inquiries. accordingly, no further response will be made as we now consider this complaint file closed.
We have reviewed this matter and will be providing a response directly to the customer. - Customer Relations, John Hancock