ComplaintsforFidelity & Guaranty Life

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Initial Complaint
11/15/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I reached out to F&G regarding me and my wife's life insurance policy. There was a discrepancy where my automatic payment did not go through, although there were sufficient funds. I spoke with F&G, they stated my bank account was frozen. I immediately called my bank and they stated that there was nothing wrong with my account, it is not frozen and the funds are available. I sent F&G via mail, a letter, along with my bank statements as proof that my account was active and there were sufficient funds. F&G responded and requested a letter from my bank, stating on their bank letterhead, that my bank account was not frozen on the date F&G tried to take out the monthly payment. They only gave me 30 days from the date of the letter (10/11/22). I received the letter from my bank, and the bank did not follow my instructions; it was not as F&G wanted. I have been trying to reach the representative at F&G, along with my daughter in law and son, all trying to speak to someone to resolve me and my wife's life insurance policy. I have spoken with 5 different representatives who have been unable to help me because my account is somewhat locked; it is in forfeiture and the account can only be discussed and handled with the person in charge of my case, ***************************. She has been impossible to reach. My family and I have left voicemails on the number that was provided in the letter, I have left messages with other representatives who said they would reach out to her and leave her the message. I've left my phone number, my son's phone number, my daughter in law's phone number and email. My daughter in law sent representative ****** a message through fax and there has been no response. It is now 11/14/22, past the 30 days and I am afraid my wife and I will be losing our life insurance policy due to this lack in communication. I am hoping to be able to have this matter resolved, attempting every effort to reach out and be given an extension since no one has returned any of our calls.
Business response
11/15/2022
We have received your concerns. Due to state and federal privacy laws, we will respond directly to the policy owners. Thank you.
Customer response
11/17/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. *************************** called me on 11/15/22. My matter has not yet been resolved as she did not have all of the answers and stated she needs to speak to her manager. I was expecting a call from her yesterday with an answer but have not heard back yet. I assume I can keep the BBB posted with any updates; if I require additional assistance and if this matter gets resolved.
Thank you for your help.
Sincerely,

***********************
Initial Complaint
10/10/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a Return of Premiums rider on my life insurance policy. This was to be paid to me after 15 years. I called in July 2022 to see when my premiums would be returned because it had been 15 years. . I was told that I was too late to get my premiums returned that it had to be done in March ********** said they sent me a letter regarding this, but I did not receive anything.I was told to send a letter stating that I wanted my return of premiums and cancel the ************ then cancelled my policy, but did not return my premiums.I was then told to submit another letter to request an exception. I sent another letter again requesting my return of premiums.The response I received now is just an outline of my calls and letters but no return of my premiums.I purchased this rider so why do I have to ask for it to be returned?It should have just been returned to **** paid them for 15 years per my contract and now they are not abiding by their own contract.
Business response
10/10/2022
Thank you for your inquiry. Due to federal and state privacy laws, we do not have authorization to respond to the BBB. We will send a response directly to the policy owner.
Initial Complaint
08/26/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Constant email spam, 10 to 15 times daily. I've asked to be unsubscribed with no results.
Business response
08/26/2022
Thank you for contacting F&G. Our records indicate we do not have a policy for ********************* Please provide additional identifying information such as a policy number, social security number or date of birth so that we may fully review ************************ concerns. Thank you.
Initial Complaint
08/22/2022
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I received notification in 08/2021 that my premium would be increased from $55.53 to $730.96 monthly beginning in 08/09/2022. Policy #L0973046. I sent them a letter stating that I could not afford the premiums and would like to cancel the policy. They responded that I would have to send the letter during the 60 day period prior to the expiration date. I sent another letter stating my cancelation on 06/16/2022. I received no response from the company. On 8/02/2022, I sent another letter to the company informing them that I was cancelling the policy. Still no reply. On 08/09/2022, they attempted to draft $730/96 from my checking account, however, the funds were insufficient. I contacted the company by telephone. I was told by an employee (******* ext *******) on 8/17/2022 that my letter dated 6/16/2022 was received on 6/21/2022 and she didn't know why the policy was not cancelled. She stated that she would send the letter back to processing and will call me back. I have not received the call back, however, I did receive a PAYMENT DUE NOTICE, Premium Due $1,461.52, total due $2,923.04. There is something seriously wrong with this company. It seems they think I'm a senior old fool who can be taken advantage of, but that is not so.
Business response
08/22/2022
Thank you for your inquiry. Due to state and federal privacy laws, we will respond directly to the policy owner as we do not have authorization to respond directly to the BBB. A response will be sent to the policy owner within 10 calendar days.
Initial Complaint
08/11/2022
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We have been on the phone with F&G since May 2022 requesting documentation and we are yet to receive instead we have been given the runaround. We have called every single day spoken to new representatives in the customer service and processing departments including managers to no avail. We have requested to speak to the legal department as we see this as hindrance and denying access to our funds.This issue is holding up my pension.
Business response
08/11/2022
Thank you for your inquiry. Due to state and federal privacy laws, we do not have authorization to release information to the Better Business Bureau. Therefore, we will be responding directly to ********** regarding her concerns. A letter will be sent to ********** within 10 calendar days.
Customer response
08/16/2022

Complaint: 17701497

I am rejecting this response because: My overwhelming experience with * & G has been not receiving communication from * & G when I have requested documents pertaining to my policy or a response when an * & G customer service rep has stated they would call me back with an update on the status of my requests.
If * & G does respond in the 10 days, it would be a rare fulfillment of their word.
I also reject this response from * & G because the basis of my complaint is that * & G is delaying and outright not providing requested documents within a reasonable amount of time. This 10 days to review my complaint puts a halt to their efforts to furnish my requested documents, per my discussion with ***** in * & ************************* within their legal department, which only service to further delay providing me with my documents.
I am also not satisfied that the only time there was a response from the * & G legal department was when I involved BBB; otherwise, my multiple requests made via their customer service reps to have someone from the * & G legal department contact me went unanswered.

Sincerely,

*******************
Business response
08/17/2022
Thank you for contacting F&G. Due to state and federal privacy laws, we will be responding directly to the policy owner regarding their concerns. Thank you.
Customer response
08/25/2022

Complaint: 17701497

I am rejecting this response because: Not resolved yet.

Sincerely,

*******************
Initial Complaint
07/25/2022
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The company was refusing my checks for both insurance policies for two months. They would hang up on me when i called refusing an explanation. They sent me a lapse notice which I called again in which they told me they will call me back after they receive a fax with all information concerning the case. they again refused to call. I called yesterday and talked to ***** who stated they did not know how to read a bank statement and I would have to write a letter on how this should be done.I believe this behavior was done prior to me and it is done to seniors.
Business response
07/26/2022
We have received **************************** concerns regarding his policy. Due to state and federal privacy guidelines, we will be responding directly to ************************.
Initial Complaint
07/11/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hello. I applied for mortgage protection for almost 15 years. Payments has been taking out of my account automatically. I would like to cancel my policy and get information. I tried before and no response back. Name is *************************. Thank you!
Business response
07/22/2022
Due to state and federal privacy guidelines, we will be responding directly to **************** regarding his concerns. Thank you.
Initial Complaint
06/28/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Prior to June 8, 2022 I sent a letter to F&G (as well as several telephone calls to the company) to notify them of my cancellation of a life insurance policy for me and others under policy number ******** and the extension for *********************** as well. That means that I no longer want any further coverage from this company. I canceled the automatic withdrawal from my bank as well to avoid any mishaps. ****** (no human contact) sent me a letter dated Jun 15, 2022 for July 15, 2022 due date requesting that I pay ******** for a policy. I can't call them any more and spend 2 hours on a call being transferred around and having lost calls. I just want to stop this policy for all individuals included immediately. Please let this company know that I will not be paying them $******** and I do not want to receive any further contact from this company.
Business response
06/28/2022
We have received your concerns regarding this policy. Please be advised due to state and federal privacy laws, we will be responding directly to the policy owner regarding their concerns.
Customer response
07/01/2022

Complaint: 17487568

I am rejecting this response because I am giving F & G my permission to complete this complaint publicly ending our business relationship and closing any further discussion, ********,etc. as of now (date of my previous letter). I do not want any further contact from this corporation. As any one can see, they are becoming very predatory! Solve the complaint today!

Sincerely,

D'***** *******
Business response
07/05/2022
Thank you for your response. Fidelity & Guaranty will be responding to your original concerns in writing within the next 10 business days.
Customer response
07/06/2022

Complaint: 17487568

I am rejecting this response because: I made it clear to this company that I have no intention of paying thousands of dollars a month for life insurance for me or anyone else. I had been on auto payment for 20 years. I removed the auto payment in May 2022 when I spoke with the representative regarding discontinuing the policies. I just knew that this dishonest and crooked company would try to steal from me. F&G do not need 10 days to respond to me. I don't want to hear from F&G or any of their representatives ever again. I do not need a letter or anything else from F&G. I will not acknowledge them in any way. As a consumer, I am done and if I have to continue this complaint with the consumer protection agency and/or the attorney general's office, I will!!!

Sincerely,

D'***** *******
Initial Complaint
05/24/2022
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Had a 15 year term life policy, it was paid off and I never heard about it ending or renewing it. The company went from automatically billing me $42 per month to $560 with no communication,,receipts, or information from Fidelity.I am on Disability, and had a life threatening illness. During that time they were non response to my objections about the coverage abs the increased cost and I attended to CANCEL many times with no response from thr company. They TOOK over $6000 last year without my approval and no receipt or comunication
Business response
05/24/2022
Thank you for your inquiry. However, we are unable to find a policy for ****************. Please request that **************** provide a policy number and/or correspondence from Fidelity & Guaranty so we may locate his policy.
Customer response
06/01/2022

Complaint: 17234282

I am rejecting this response because:

Sincerely,

***************************
Customer response
06/02/2022
Thank you very much.
The 15 year contract was ended without our knowledge, and the premium was increase from$45.00 to $545.00 per month without information, communication, or consent. There was no cash out opportunity after paying or request to quit or continue.
thank you ,
******* Sidlowc
Business response
06/02/2022
Thank you for your inquiry. However, as previously stated, we cannot find a policy for ****************. We advised the BBB that he would need to submit his policy number or other identifying information and correspondence was also sent directly to **************** requesting this. However, as of 6/2/2022, we have not received a response to this inquiry. In order to respond to ******************** concerns, he needs to provide his policy number so that we may further review.
Customer response
06/04/2022

Complaint: 17234282

I am rejecting this response because:

Sincerely,

***************************
MY ACCOUNT AND POLICY # is 010099084
THANK YOU,
***************************

Business response
06/06/2022
Thank you for providing your contract number. However, the number you provided does not come up in our system as a F&G policy number. If you have documentation from F&G that indicates your policy number, please submit that for our review.
Customer response
06/15/2022

Complaint: 17234282

I am rejecting this response because:
the company refused to identify my claim on the phone and continued charge me after I did not give concerns to renew

Sincerely,

***************************
Initial Complaint
03/23/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Dear ********** ** is with regret I am writing to seek your assistance about a recent extremally frustrating experience I had with F&G employees. I contacted ******* on 1/31/2022 # ******* ************ representative. I explained the importance of my request. What I need is a Certificate of Annuity NOT letter or statement. I was told by her that she made some phone calls to the management and they have a certificate but it will be ready to send in ****** Because of time sensitive matter I called F&G again on March 14th. I talked to ******* and she said that the certificate was sent to me on March 2nd. Today is 3/22/2022 and I called F&G again since I have not received anything by mail. Today I talked to *****, he gave me reference # ****-1 and told me that on 2nd of March another unneeded and NOT requested by me certificate letter was sent to me. I checked my F&G secured mail box and another wrong certification statement was in there. ***** told me that ******* is going to call me today but I have not received any phone call from her. I need a Certificate of Annuity which with other documents I have to send to Consulate in *************. I ask management to verify my information, refer to my previous correspondence and take serious proper action in this matter. I am available at any time if you wish to talk to me. Thank you. Thank you.
Business response
03/23/2022
Thank you for your correspondence. Due to federal and state privacy guidelines, we will respond to the complainant directly regarding their concerns.
Customer response
03/23/2022

Complaint: 16926548

I am rejecting this response because:
I have been corresponding directly with F&G business by emails, phone calls and regular mails since 01/2022 many times during that time with no restriction due to any guidelines. The issue has not been resolved and the company's response has proved their poor performance and willingness to make any effort to solve this matter.

Sincerely,

*************************************
Business response
03/24/2022
Please be advised that due to state and federal privacy guidelines we do not respond to the BBB directly. We will respond to the complainant directly regarding their concerns.
Customer response
03/24/2022

Complaint: 16926548

I am rejecting this response because:
F&G company had a lot of time and opportunities to respond directly to me and solve the issue and failed to do so over and over again. There is no chance and hope that this time this issue will be resolved promptly. I need a Certificate of Annuity NOT letter, statement or welcome letter which F&G sent me multiple times.
F&G failed second time to provide a prove that "Due to state and federal privacy policy they do not response to BBB directly". BBB is negotiating institution in a case company like F&G. BBB is focused on advancing marketplace trust. It promotes that mission primarily through two functions: rating businesses based on their reliability and performance, Valuable information to all of us customers. Thank you BBB.

Sincerely,

*************************************
Customer response
03/30/2022

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.
I am pleased to inform you that complaint I field to BBB against F&G business has been solved satisfactory today.
Thanks to **************************************** who solved this issue in about 48 hours. It is unthinkable to me that Vice President had to be involved in entry level activities. I personally thank BBB in successful negotiating.
Thank you!

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

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