ComplaintsforPacific Life Insurance Company

• Initial Complaint

  12/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  An agent, whom I will be happy to name and provide documentation, shared a denied patient's underwriting review as a way to avoid paying a debt. The document is considered confidential and states so on the document. I am not sure if this falls under a HIPAA violation, but I do feel this should be reported and looked into. I have reached out to Pacific Life with no response.

  Business response

  12/19/2023

  
  December 19, 2023
  
  
  
  To:     Better Business Bureau
  
  Re:     Complaint from *******************************
  
  
  
  To Whom It May ******************** is to acknowledge receipt of ************** filing with the Better Business Bureau regarding a possible HIPAA violation.
  
  Pacific Life takes matters such as this very seriously and would appreciate it if ************** could forward to us the name and documentation he has, as this is not a common practice.  He can send his documentation to:
  
            Consumer Affairs
            Pacific Life
            ***************************************
            *************, ** 92660
  
  We thank you for bringing this matter to Pacific Lifes attention.
  
  Sincerely,
  ************************
  ************************,CFP, CLU, ****
  Office of General Counsel
  Consumer Affairs
  

• Initial Complaint

  12/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was due my pension check to be direct deposited on 12-1-23. Check did not deposit..finally found out from Pacific Life THEY put the wrong routing number in so check was not deposited. Now comes the issue, was advised to update direct deposit info on their portal a customer service rep assisted in the process while on the phone with me.problem is the form online would not update and gave me an error message which I explained to the customer service rep. **** ******, said someone will call me in 24 to 48 hours that was 8 days ago.ive called back three times since each time being told someone will call..nobody calls??? My payment due on the 1st is also unaccounted for. Maybe you can get them to respond with a plan on the resolution. *** left voicemails with their CEO ******************** and with the HR Departmentno return calls as of this writing.

  Business response

  12/15/2023

  December 15, 2023
  
  
  
  To:       Better Business Bureau
  
  Re:      Complaint from *******************************
  
  
  
  To Whom It May ******************** letter is to confirm that Pacific Life is in receipt of the complaint filed with you by *******************************, regarding his monthly check not being deposited and the lack of service when he inquired about it..
  
  Please be assured that Mr. *********** concern is important to Pacific Life and a review of our records, as they pertain to his concern and request, will be conducted and the findings forwarded to him in writing.  This process can take between two and three weeks but could be completed sooner.  Due to confidentiality, we are unable to provide you with a copy of our response.
  
  Thank you for bringing this to Pacific Lifes attention.

  Customer response

  12/18/2023

  I have contacted them 4 times by way of their customer service representatives and been told I would get a return call in 24 to 48 hours. This started on **** and as of ***** I have not received a call. The missing check is but one component of my issues. The other issue is getting the direct deposit information updated so my checks will direct deposit. I have faxed forms on 3 different occasions. I have tried to update info by way of the customer portal and all I get is an error message. Im dumbfounded that nobody will call to discuss. *** even left a voicemail for Pacific Lifes CEO ******************* no return calls to discuss the issues. My contact number as provided each time is ************

  Business response

  12/19/2023

  December 19, 2023
  
  
  
  To:     Better Business Bureau
  
  Re:     Complaint from *******************************
  
  
  
  To Whom It May ****************** noted in Pacific Lifes initial response of December 15, 2023 we will review our records, as they pertain to Mr. *********** concern and request, and the findings forwarded to him in writing.  This process can take between two and three weeks but could be completed sooner.  Due to confidentiality, we are unable to provide the Better Business Bureau with a copy of our response.
  
  Mr. *********** patience and forbearance is appreciated as we want to provide him with an answer to satisfies his request.
  
  Again, we thank you for bringing this matter to Pacific Lifes attention.
  
  Sincerely,
  ************************
  ************************,CFP, CLU, ****
  Office of General Counsel
  Consumer Affairs
  

  Customer response

  12/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This company is terrible. I was told in order to cancel all I would have to do is write a letter and date it. I did this before the electronic withdrawal and it still came out. This company is terrible with customer service. I want a full refund and a cancelation of my policy. Check the recordings- there is evidence as to what the representative said to me.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Sir or Madam,I had a term life with Pacific Life back in 2020. However, I decided to switch to **** My agent helped me submitted the replacement document to Pacific Life on 3/3/2021. However, at the end of last year, I found out that I still charged for the whole year. My agent contacted them 12/2021 to try to get part of my premium back. Pacific Life staff said they did not receive any document notifying the replacement. My agent contacted Pacific Life again 03/2022. This time, the staff said they received a document (attached). But the first page has "possible" on it. They refused to refund part of my premium. I did not know why *** put possible on the cover. However, the second page with my signature clearly stated that I want to replace the old policy with the new *** one. I called them in 04/2022. The customer service guy told me that they did not know for sure that I want to end the policy. So they had sent out a document to ask me to sign a termination form. He sent me this document over email (attached). This document did not mention anything about a termination form. It was actually a document that tried to persuade me to keep their policy. This staff told me that he would report this case to his supervisor. His supervisor will call me within 24 hours. However, I still did not receive the call. That is the whole story. If you have any question, please feel free to contact me.Your help is greatly appreciated!Yujie ****

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a life insurance policy with Pacific Life. On January 18, 2022, I notified my broker that I wanted to cancel the policy. On January 19th, she confirmed the cancellation. On February 9, Pacific Life took $538.13 out of my account for the premium. After I recognized this, I reached out to my broker who stated that Pacific Life was going to refund that money, along with the prorated rate back to January 18th. We were told that the check was mailed over 10 days ago and have not received anything.

  Business response

  03/29/2022

  Dear **************,
  
  This correspondence is in response to your filing with the Better Business Bureau concerning your life insurance policy. Please accept our sincere apologies for the challenges you experienced surrounding your request to surrender your policy.
  
  We would like to take this opportunity to assure you that management in our ****** Services area has been informed of this situation and are working to address the issues which resulted in the delays you experienced.  Pacific Life prides itself on providing excellent service to our clients and we regret that your experience has not been up to this standard.
  
  We have sent a follow up letter to you via email with a more specific response and resolution to your situation,and have also included our contact information should you have any additional questions or concerns.

  Customer response

  04/06/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My father, *********************** is a 97 year old WW2 veteran. He resides in a nursing home and I have POA over his affairs. He has an insurance policy with Pacific Life that is valued at 75K. He has been paying premiums for this policy for the past 40 some odd years and at this point over $130K has been paid in premiums. Recently I received three bills dated of differing amounts all due on January 30th, 2022. The amounts went from $2675.56 to $5262.94. Not only are these amounts wholly unfair for a policy worth 75K but additionally when I called to inquire about these bills Pacific Life could not provide an answer and was unable to tell me why the numbers were so dramatically different. Today when I followed up on the January 30th payment I was told that $5351.12 is due January 30th or the policy would lapse. It is totally unfair to raise the cost of the insurance to a level that makes it impossible to pay.

  Business response

  01/28/2022

  Dear **************,
  
  This correspondence is in response to your filing with the Better Business Bureau (BBB) concerning your fathers life insurance policy of which you are recorded as ***** of ******** (POA). Please accept our sincere apologies for any confusion and distress the notices may have caused. Pacific Life prides itself on providing excellent service to our clients and we regret that your experience has not been up to this standard. We would like to take this opportunity to assure you that Management in our ****** Services area has been informed of your situation and are working to address the issue.
  
  We have sent a follow up letter to you via email with specific information, next steps in the process, and our contact information.  We look forward to working through this with you to a successful resolution.

• Initial Complaint

  09/22/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am a new customer with ********************** and have a term policy with them. I have reached out on their website under my account via the contact us option to inquire on if they offer whole life policies and also other questions about the policy and for the last 2 months have received no correspondence back. I used that feature due to the call wait time not being conducive to my time, as I do have a full time job and am in meetings daily and to use my entire lunch time is utterly ridiculous. If they do not want to respond via the contact us option on the website when logged into your policy, the feature needs to be removed from displaying.I would like a response to my account by end of the week close of business, or I will pull back future payments each time they are withdrawn and file a formal complaint with the corporate office.

• Initial Complaint

  08/23/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My elderly, trusting mom went to a Uvest broker employed by RJFS named *************************** CRD *******.******* sold my mom a convoluted, complex annuity VR09032726 with pacific life My mom worked for minimum wage ALL her life and did without; she took her life savings to *************************** this selfish predator did not consider my mom's age, knowledge, investment experience, goals in his 40 minute sales pitch ******* sold my mom a product that netted him an immediate $4000 commission.The annual investment fees and expenses were approximately 4.75%My mom has been devastated financially and emotionally.My mom cries and says "what did I know? I trusted him."

  Customer response

  07/14/2021

  My mother's name is ***************************.

  UVEST is on the contract; the broker was employed by RJFS.

  Thanks for asking for clarification.

  Business response

  07/30/2021

  From: *************************** <**********************************>
  Sent: Friday, July 30, 2021 12:39 PM
  To: ************************* <***************************************>
  Subject: Re: ******************* Claim - ID Number ********

   

  I searched both.  They both were definitely not clients here. If they had a statement or account number I could search those too .  Especially with a statement because our broker was ******* & **** financial all the way till July 2021.  We just changed brokers. So all their statements up till this month would have said either ******* & **** or Ivy Funds.   We can help guide them further in finding the $ if they have a statement, as we know the industry well.  But without a statement it is very difficult to locate funds at other firms.

   

  ******************************,CFP

  CEO | Financial Advisor **************************   Office: ************ Cell: ************ Web:***************.com Email:************************************************* *****************************************************

  
  Securities and advisory services offered through LPL Financial, Member *****/SIPC, a registered investment advisor.  As a reminder, we cannot accept orders via email or voicemail.  Please call our office for all order/transaction requests.

   

  The information contained in this e-mail message is being transmitted to and is intended for the use of only the

  individual(s) to whom it is addressed. If the reader of this message is not the intended recipient, you are hereby

  advised that any dissemination, distribution or copying of this message is strictly prohibited. If you have received this message in error, please immediately delete.

   

   

  From: ************************* <***************************************>
  Date: Friday, July 30, 2021 at 12:19 PM
  To: *************************** <**********************************>
  Subject: RE: ******************* Claim - ID Number ********

   

  ****************, thank you for the information.  Could you also search for the account, however, under the name ***************************?

   

  Thank you for your interest in an ethical marketplace.

   

  Best regards,

   

  *************************, BBB Consumer Information Specialist
  Better Business Bureau Serving ***************** & The Southeast Atlantic
  ****************************************************

  Tel: *********************
  www.bbb.org Start With Trust

   

  From: *************************** <*************************************************>
  Sent: Friday, July 30, 2021 12:15 PM
  To: ************************* <***************************************>
  Subject: ******************* Claim - ID Number ********

   

  The client ******************* is not a client of ours.  The *************** they are likely looking for was sold in 2012 to LPL Financial.  The ***** Broker Check link that you can see this is https://***********.finra.org/firm/summary/13787
  
  Sometimes people find our ****** on ****** and confuse the two, because of our name and ****** presence.  In order to help them find their funds, we recommend 2 ways
  
  1) Check the Lost money website for the state they lived in / held their funds .  Its possible that back then if they did not update required suitability or work with an advisor that the funds were sent to Lost if an address changed

   

  2) Call the company on their statement.  We found out that the original ***** used PERSHING to broker funds .  That number is ************. They may be able to find an account their using their social.  Or if they have other companies on their statement call those. 
  
  We are just sending the above based on what we know as a financial firm.  We are not affiliated with that ***** in any way shape or form.  I just am sending the above to try to help in those individuals finding their funds.    I will note, they never called our ****** or contacted us online, so Im not sure why the BBB claim came to us, as when we get a call about that terminated ***** we always try to help guide people in the right direction. 

  
  Thank you

   

  ******************************,CFP

  CEO | Financial Advisor **************************   Office: ************ Cell: ************ Web:***************.com Email:************************************************* *****************************************************

  
  Securities and advisory services offered through LPL Financial, Member *****/SIPC, a registered investment advisor.  As a reminder, we cannot accept orders via email or voicemail.  Please call our office for all order/transaction requests.

   

  The information contained in this e-mail message is being transmitted to and is intended for the use of only the

  individual(s) to whom it is addressed. If the reader of this message is not the intended recipient, you are hereby

  advised that any dissemination, distribution or copying of this message is strictly prohibited. If you have received this message in error, please immediately delete.

   

  Customer response

  07/30/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 15642707

  I am rejecting this response because:

  Thanks for reply.
  

  *******, here is the contract # for the Pacific Life variable annuity VR09032726

  Regards,

  *******************

• Initial Complaint

  08/19/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This complaint is against ******************* and Pacific Life in *****, **.I purchased a variable annuity product with Pacific Life. Contract # VR09032726, Contract # ********** I was appalled, horrified and broken financially when I discovered ALL the fees, commissions, mortality fees, administrative riders I paid.I have sent the attached letters to Pacific Life and have NOT received a reply.I am stressed by the lack of transparency at Pacific Life.I am frustrated that Pacific Life will not supply the requested information.I am concerned that Pacific Life is hiding something.I am saddened by the lack of customer service at ************************ can not understand why Pacific Life ignores my repeated written requests.Please post my comments on BBB website in ***** ** for potential investors to see.

• Initial Complaint

  08/17/2021

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Dear BBB,My name is ********************************* and I am filing a complaint about an independent agent Otgon Yondon who sold me an un-fit IUL policy from Pacific Life. This person recommended me to buy an Indexed Universal Life policy from PacLife and made me to pay $15,000 lump sum, after that $500 every month. Up to date, I paid $24,500 and turned out this policy was NOT good fit me at all, rather, turned out, the agent focused on her commission. I want all my premium will be reimbursed because this agent very much focused on her commission. Also, she sold a policy that costs close to $800 per month, while she asked me to pay $500 per month, therefore, all my money drained due to the high cost of this policy. Therefore, Pacific Life and ********************* are both responsible to pay my premium to me, because they did not control their producers!!! I want my $24,500 premium back and I want Otgon Yondon's license would be terminated as soon as possible before hurting others financially. ***

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩