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Venerable Insurance and Annuity Company

699 Walnut Street, Suite 1350, Des Moines, Iowa, United States, 50309

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Venerable Insurance and Annuity Company Reviews (%countItem)

Voya issuing incorrect amount of check and not being informed that the check was going to be stop payed.
My Uncle passed *** and I am a beneficiary on his account with Voya.Voya issued a check to me that was dated 11/1, I received a call around 11/10 telling me to not cash the check because it was issued in the wrong amount.This was over a week later and the check was already deposited.On 11/17 Voya stop payed the check and put my bank account into overdraw without informing me that they were doing so. I was told on 11/13 by a *** and on 11/14 by *** that the check would NOT be stop payed because I had already deposited it, I kept checking with them on the status of a corrected check.Finally was told on 11/17 that I would be receiving another check by *** and he said it was mailed on 11/16.*** then called me on 11/17 in the evening and told me that this check had also been stop payed.So yet again if I wasn't following up with them I would've received the next check without knowing it had also been stop payed.I was told there was no one in their processing department that I could speak with to find out what exactly was going on. I can't imagine that a financial institution such as Voya doesn't have managers in their processing department and can not issue correct payments. I still do not have a check from Voya, we have bills to pay for my uncle and no money to pay them with because Voya can not seem to issue a correct payment.I have not been able to get any answers as to what the problem is besides people make mistakes, which I understand but how many mistakes when this is your primary focus (issuing checks).Also my aunt is another beneficiary on this account and she filled out her paperwork and sent it back in the pre-addressed envelope Voya provided and when my aunt called to check on her paperwork to make sure it was received they told her that it was not and she sent it to the wrong address.She has called 3 times since to get new paperwork sent and still has yet to receive it.Voya has been an absolute nightmare to deal with and I am very unimpressed.

Desired Outcome

I would like answers as to what the problem has been and why the check was stop payed when I was told twice that it would not be and I was not informed by the company at any point. I would like my corrected check sent to me and I would like it to not be stop payed again. Also, I would like the paperwork to be sent to my aunt who has been requesting it for over a week.

Venerable Insurance and Annuity Company Response

Attached you will find Voya's response.

Customer Response

(The consumer indicated he/she DID NOT accept the response from the business.)
This is a copy of the beneficiary letter to prove that I have been dealing with this company as a beneficiary. My maiden name is *** as listed on the beneficiary paperwork. Married name is ***.
As I may not be the direct customer I have been working with Voya since October on this matter.
I did finally receive the corrected check on Friday Nov. 24. My aunt still had not received her paperwork (who is another beneficiary), when she has been told multiple times that it would come by mail. She finally called on nov 27 again and spoke with a manager who emailed her the paperwork, not sure why this could not be done the past 4 times she called.
Please advise if there is anything else you may need to get an explanation for all of the wrong doings by Voya.
Thank you
Additional information-I do apologize, I submitted the wrong beneficiary letter to you. You can disregard. I do not have a letter from Voya, however I am a beneficiary on the annuities, not a direct customer.
Thank you

Venerable Insurance and Annuity Company Response

As provided in Voya's November 27, 2017 letter, upon completion of our review we will respond directly to the complainant.

Thank you

I have received a numerous of mail from VOYA regarding my short term disability. I have been out of work since 07/28/2017 without any income. I received a voice mail from my claims rep, *** I believe is what she said her name was, stating that one check was mailed to me on 09/11 and another on 09/15. She told me that I needed to call XXX-XXX-XXXX to verify my address, even though I have been getting mail from them... When I called, they stated that they have *** Highway, *** XXXXX. My address *** SC XXXXX. So, I never got the checks. And now I'm being told that they can put a stop payment on the checks and resend new ones. This is unacceptable. I need groceries. I have bills. Why can my backpay not be overnighted to me'? This is poor customer service and I think they could have handled this better than they did. Like I stated before, I have gotten tons of mail from them before. FMLA and Short Term Disability paperwork have came to my correct address. So why do they all of a sudden not have the correct one to mail my checks'? Unacceptable.
Product_Or_Service: Short Term Disability

Desired Outcome

Other (requires explanation) Overnight my back pay. NOT regular mail.

Venerable Insurance and Annuity Company Response

Your October 16, 2017 correspondence sent to Voya Financial Advisors on behalf of *** was referred to ReliaStar Life Insurance Company ("ReliaStar Life") for response. We have no record of receiving your earlier correspondence.

ReliaStar Life sincerely regrets Ms. recent customer experience. Ms. brought her concern to our attention directly on September 19, 2017, and the issue was resolved at that time.

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Address: 699 Walnut Street, Suite 1350, Des Moines, Iowa, United States, 50309

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