ComplaintsforPrimerica, Inc.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I paid Primerica $85.87 a month apparently for a whole year without knowing. I was told that the amount placed on my card would be removed for the initial cost and then I could pay however I liked for the monthly premium or cancel the premium and anytime. I paid the initial cost of about $116.00 then I spoke with the agent ********************************* and informed him that I wanted to cancel because I was getting a divorce and did not need to continue with the insurance. This was within the first 30days of coverage and I followed the process that he instructed me on which was to discuss with him about my plan. He reached out to me in October 2021 and stated that if I wanted to change my insurance or lower the cost I could, but told me it didnt make sense to cancel. I called the cancel line ************ I was informed this line was to cancel only for Insurance reps. ** that point I reached out to my bank and asked for the vendor to be blocked. I have made several attempts email, calls to cancel this horrible insurance and no resolution is in sight.

  

  Business response

  01/21/2022

  Although the allegations raised are unsubstantiated, solely as a gesture of goodwill, we are granting the complainant a concession. We have notified her of this and of our position on this matter via email. 

  Customer response

  01/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me but I have not received my payment. I received a message from the merchant that said they were sending payment on 1/21 I still have not received the funds. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  11/17/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The company increased my monthly premium without my authorization beginning August 2021. The new premium was more than double what I had been paying since ****. When I called them last 10/27/21, they said that my policy was due for renewal and that they sent me a notice but it was to a wrong address. After speaking with one of the managers (*****) in their End of ********** she told me that she was going to send me other options for renewal close to what I had been paying for the past 20+ years and that she will refund me the difference between what has been charged without my authorization and the option that I select. I emailed the form to them on 11/1/21 with my selected option and received a response from them on 11/2/21 acknowledging that they received the form and will process my selection. On 11/17/21, they still deducted the high premium from my bank account and have not processed the change I requested. I tried calling my account rep *********************** via email and phone call but did not get any response from him either. I have been calling their customer service **** but have not received any resolution and was even hang up on while on hold at one time. I would like the company to process the request I emailed to them with a monthly premium of $64.76 and honor their promise made by ***** that they will refund me $350.44 which is $87.61 difference per month X 4 months (August thru November 2021).

  Customer response

  11/26/2021

  Consumer indicated they have not heard from the company

  

  Business response

  01/21/2022

  
  We have proposed a resolution to this matter and sent the complainant a detailed letter of explanation.
  

  Customer response

  01/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to transfer funds that I own with Primerica. I am transferring funds that I have to my ex-husband's account within Primerica. We have gone through the entire process with our banks where we needed to submit paperwork and my bank PNC financial sent the paperwork to their own attorneys to make sure everything was done before they would give us a medallion stamp. We have provided all of the required documentation and this has been going on since March 2021. Primerica continues to say that parts of the information are missing when it is not. Again this is already gone through a financial institutions attorneys. There seems to be no resolution insight and you can never get into contact with the same customer service person I have called several times and there are no notes of my previous phone calls. I have since then started asking for names and confirmation numbers with no resolution.

  

  Business response

  10/28/2021

  We are currently reviewing the matter with our back office to determine what is necessary to process the divorce distribution.

  

  Business response

  11/08/2021

  We have determined additional documentation is needed to process any divorce distribution. We have reached out to the client to discuss these further requirements, but are awaiting a return call.

• Initial Complaint

  10/15/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was contacted to be an employee of Primerica, saying that this could be an all remote from home job, or office visits if I would like. I could do work on a computer from home. After a quick phone conversation saying that it would be a financial advisory position, I was asked to come in for a meeting the same day. The gentleman said that I would be employed as a financial advisor to create finance and budget plans for clients. Told me what I would be making hourly, and from the computer at home. He then told me they would pay for licensing, but I would owe a refundable charge of $99 as well as $25. Which I paid. After going home, I did more research and watched the videos I was sent by Primerica. I learned I had been lied to. It is all commission, an in-field job, independent contractor position (not employee), and a MLM scheme. I messaged that I would no longer like to go through with this due to being uncomfortable, can't get ahold of anyone. They lied and stole from me.

  

  Business response

  11/02/2021

  Business Response /* (1000, 5, 2021/10/20) */ Contact Name and Title: Noel ********* Field Inv Contact Phone: (XXX) XXX-XXXX Contact Email: *************@primerica.com Better Business Bureau Attn: ****** ******** Business Relations Specialist October 20, 2021 RE: BBB Case # XXXXXXXX Consumer: ****** ****** Dear Ms. ********* I am writing in response to the complaint that ****** ****** filed with the BBB on October 15, 2021. Primerica is a corporate general agent that markets financial products, including life insurance, through independent contractor sales representatives. Recruits, such as Ms. ******, submit an Independent Business Application ("IBA") to apply to become Primerica independent contractor sales representatives, not employees and pay the one-time IBA fee. Once recruits are properly licensed, they receive commissions, not a salary. We have researched Ms. ******'s concerns and have determined that on or about October 14, 2021 we received her IBA that authorized payment of the one-time $99 IBA fee and the $25 monthly Primerica On Line ("POL") fee. The IBA provides that recruits who have not attended pre-licensing class are eligible for a refund of up to $69 ($99 less a $30 non-refundable processing fee). Our records indicate that Ms. ****** did not contact Primerica's Home Office prior to filing her complaint. As requested by Ms. ******, we resigned her agreements with the company. As a courtesy, we issued a refund of the $99 IBA fee and $25 for one month of POL charges, back to the account on file. We hope that we have adequately addressed this matter. If you have any questions or need additional information, please let me know. Sincerely, Noel ********

• Initial Complaint

  10/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been dealing with a divorce settlement issue with Primerica since April. They have continually misread the court order and transferred the incorrect amount of funds to my ex. The most recent issue has been going on since September 6th when they finally got the correct split of the shares, however incorrectly transferred the shares between the parties. They transferred my portion of the share to my ex, while i received his portion. I have repeatedly filed complaints with the company and have notified them of this mistake with absolutely no resolution. My ex should have only received 74.636 shares and instead was transferred 190.530 shares. Primerica customer service keeps telling me that they see nothing wrong with the transfers and can't help me. They refuse to see that they have transferred 100% of the shares that I was awarded following the court order. I will file a court order against the company seeking additional damages is this is not resolved in a timely manner.

  

  Business response

  11/04/2021

  Business Response /* (1000, 5, 2021/10/20) */ We are currently reviewing the client's allegations with respect to the divorce distributions to see if an improper distribution was made.

• Initial Complaint

  10/11/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was sold a life insurance policy by a Primerica agent. I specifically instructed that the funds to start the policy be drafted on the first of the month, which was to be September. Primerica charged my bank account on the 30th of August, causing an overdraft fee of $12. I contacted the agent that sold me the policy and exclaimed to her that I was extremely disappointed about the practices of Primerica and I no longer wanted to do business with this company. The agent refused to cancel the policy and my bank account received a total of 4 overdraft fees as a result of Primerica attempting to charge me for a policy that I requested to cancel due to a careless mistake that should be a simple task of assigning the date that the customer agreed upon to a bank draft. I also incurred more fees filing a stop payment on this charge after Primerica drafted my account for double the amount of the amount agreed upon. Primerica cost me $48 in overdraft fees and $8 for a stop payment fee.

  

  Business response

  10/29/2021

  Business Response /* (1000, 5, 2021/10/18) */ We have sent this consumer an email explaining our position on this matter and offered her a concession, as a gesture of goodwill.

• Initial Complaint

  10/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My claim for my husband has not been complete. It is still pending. My husband been dead since Aug 20, 2021. We have turned in all necessary documents to which there is 5 benefieries. We were told that there would be a check 7 to 10 business days but as of today, we still have not heard anything. I have bills to catch up but unfortunately we are at a standstill because no one can give us any information. I also have investments tied up. They can not provide me with an account number or give me any details for the account. I tried to log in and it directs me to another primerica online. I called to get assistance, still not help. I am at the point where i want to cancel my life insurance policy and go with another company as well as change my investments because no one is able to give me the information that i need.

  

  Business response

  11/01/2021

  Business Response /* (1000, 5, 2021/10/18) */ A representative from the Claims Department immediately contacted the complainant to resolve this issue as quickly as possible. As a result, the complainant's claim was honored, and as of today, all benefits owed the complainant have been paid.

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid money to receive training and to join to get my money she did not ** my background check she sent me other people's private confidential information like social security numbers... She hasn't returned any of my phone calls I asked for a refund for a different agent nothing was done

  

  Business response

  10/22/2021

  Business Response /* (1000, 5, 2021/10/11) */ Contact Name and Title: Noel Robinson, Field Inv Contact Phone: (XXX) XXX-XXXX Contact Email: *************@primerica.com Better Business Bureau Attn: ****** ******** Business Relations Specialist October 11, 2021 RE: BBB Case # XXXXXXXX Consumer: ****** ****** Dear Ms. McKenzie: I am writing in response to the complaint that ****** ****** filed with the BBB on October 4, 2021. Primerica is a corporate general agent that markets financial products, including life insurance, through independent contractor sales representatives. Recruits, such as Ms. ******, submit an Independent Business Application ("IBA") to apply to become Primerica independent contractor sales representatives, not employees and pay the one-time IBA fee. Once recruits are properly licensed, they receive commissions, not a salary. We have researched Ms. ******'s concerns and have determined that on or about August 2, 2021 we received her IBA that authorized payment of the one-time $49 IBA fee. The IBA provides that recruits who have not attended pre-licensing class are eligible for a refund of up to $19 ($49 less a $30 non-refundable processing fee). Our records indicate that Ms. ****** did not contact Primerica's Home Office prior to filing her complaint. As a courtesy, we issued a refund of the $49 IBA fee, back to the account on file. I would also like to request that Ms. ****** contact me directly so that I can further address her concerns. Sincerely, Noel Robinson

• Initial Complaint

  10/01/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have talked to the recruiter several times about canceling them from taking money out of my account and they are still doing it. The company is Primerica. I did sign up for it and I have decided to cancel them from taking money from my bank account and to cancel my account and I have talked to the recruiter and she said they wasn't going to do that anymore but this morning money was tooken out of my account anyway

  

  Business response

  10/19/2021

  Business Response /* (1000, 5, 2021/10/07) */ Contact Name and Title: Noel ********, Field Inv Contact Phone: (470) 564-6480 Contact Email: *************@primerica.com Better Business Bureau Attn: *************** Business Relations Specialist October 7, 2021 RE: BBB Case # ******** Consumer: ************ Dear Ms. ********: I am writing in response to the complaint that ************ filed with the BBB on October 1, 2021. Primerica is a corporate general agent that markets financial products, including life insurance, through independent contractor sales representatives. Recruits, such as Mr. ****, submit an Independent Business Application ("IBA") to apply to become Primerica independent contractor sales representatives, not employees and pay the one-time IBA fee. Once recruits are properly licensed, they receive commissions, not a salary. We have researched Mr. ****'s concerns and have determined that on or about September 8, 2021 we received his IBA that authorized payment of the one-time $99 IBA fee and the $25 monthly Primerica On Line ("POL") fee. The IBA provides that recruits who have not attended pre-licensing class are eligible for a refund of up to $69 ($99 less a $30 non-refundable processing fee). Our records indicate that Mr. **** did not contact Primerica's Home Office prior to filing his complaint. As requested by Mr. ****, we resigned his agreements with the company. As a courtesy, we issued a refund of the $99 IBA fee and $25 for one month of POL charges, back to the account on file. We hope that we have adequately addressed this matter. If you have any questions or need additional information, please let me know. Sincerely, Noel ********

• Initial Complaint

  09/18/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In April 2021, I switched bank accounts for my life insurance policy (XXXXXXXXXX) and my husband ******* ******** policy (XXXXXXXXXX). Our policies were due on the 28th of every month and I updated the banking information the second week in April. A total of $168.23 for my policy and $90.74 for my husband's policy was drafted on April 28, 2021 and it posted on April 29, 2021. The second week in May, my RVP reached out to me and said a policy was going to lapse because of non payment. I called customer service and processed a payment for our policies with a debit card and spoke to Stephanie who confirmed the system will update and show current, we didn't owe a payment until June 28, 2021. Since June 28, 2021, Primerica has tried to make multiple payments for our policies and has caused my account to incur over a $1,000 in overdraft fees. I have sent in copies of my bank statements and receipts showing the payments made and they refused to adjust our accounts and still say we're behind

  

  Business response

  10/15/2021

  Business Response /* (1000, 5, 2021/09/29) */ September 29, 2021 Ms. ****** ******** Business Specialist Better Business Bureau Re: Complaint Case # XXXXXXXX Consumer/Insured: ****** ******** Primerica Life Policy Numbers: XXXXXXXXXX and XXXXXXXXXX I am responding to the complaint submitted by ****** ******** on September 18, 2021 against Primerica Life Insurance Company ("Primerica Life"). In her complaint, Ms. ******** claims that she paid the premium payments for policy numbers XXXXXXXXXX and XXXXXXXXXX via monthly bank drafts and the drafts caused her to incur overdraft fees. Please note that correspondence was sent to Ms. ******** and Mr. ******** dated September 29, 2021, which addressed the concerns regarding the matter. If you have any questions, please contact me at X-XXX-XXX-XXXX. Sincerely, Nikki ***** Field Investigator Regulatory and Consumer Relations Consumer Response /* (3000, 7, 2021/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I haven't received anything from Primerica as of yet but at this point I want all my money back because this is unfair. Despite the receipts and bank statements I sent in, no adjustments were made and they tried to collect additional funds. I have lost clients due to this same issue I was having. This is not fair as a client or an agent to pay money and it's not counted toward the policies. Business Response /* (4000, 9, 2021/10/05) */ October 5, 2021 Ms. ****** ******** Business Specialist Better Business Bureau Re: Complaint Case # XXXXXXXX Consumer/Insured: ****** ******** Primerica Life Policy Numbers: XXXXXXXXXX and XXXXXXXXXX I am responding to the second inquiry submitted by ****** ******** on September 30, 2021 against Primerica Life Insurance Company ("Primerica Life"). Ms. ******** claims that she did not receive the correspondence. Please note that a copy of the correspondence dated September 29, 2021, which addressed the concerns that she raised in the initial complaint was sent to Ms. ******** today via email to the following email address- ****************@gmail.com. If Ms. ******** did not receive the email or have any issues opening the email or its attachments, please have her email me at the following email address- ***********@primerica.com. Sincerely, Nikki ***** Field Investigator Regulatory and Consumer Relations

*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. ↩