Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fidelity Policy no. ********* Fidelity insurance withdrew money from bank account without my **************** bank information given to Fidelity just in case I decided to purchase insurance policy from Fidelity.On Dec 7, 20 day before the policy started, I emailed the agent to cancel my policy just to make sure Fidelity didn't start my policy. The agent ignored my request to cancel.On March 5th, I found out that Fidelity withdrew 3 payment from my bank account.On March 5th at the request of Fidelity, I sent a request to Fidelity with a copy of the email that was to the agent to cancel my insurance.On March 15th, I got a bill from Fidelity to pay additional $899.71 without any explanation.I am requesting Fidelity to reimburse me the money that was withdrawn from my bank account ********* called and emailed Fidelity but didn't receive any answer from Fidelity.

  

  Business Response

  Date: 04/01/2025

  Please see the attached.

  Thanks,

  Policy Administration

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23084113
  
  I am rejecting this response because:
  I did not receive any response from fidelity.
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/08/2025

  Please see the attached. This is the letter the customer would have been receiving via **** IN 7-10 days of this letter

• Initial Complaint

  Date:02/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to request assistance regarding a policy I opened with your company in 2012. Despite multiple attempts to reach your customer service team, I have been unable to receive the information I need.Specifically, I am requesting the following:Confirmation of the beneficiary on the policy Full details of the terms and conditions of the policy An illustration of the policy certificate A copy of the policy itself Each time I have tried to contact Fidelity Life, I either experience long wait times or, if I do manage to speak with a representative, I am asked to hold, and the call is subsequently disconnected. This lack of support is incredibly frustrating.Please let me know the best way to proceed in obtaining the requested information. I would appreciate a prompt response and resolution to this matter.

  

  Business Response

  Date: 03/05/2025

  Good afternoon,

  Please see the attached response letter.

  Thank you,

  Policy Administration

• Initial Complaint

  Date:01/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My automatic premium payment of $63.02 was not taken out of my account for September of 2024 for my life insurance policy. I received an email and a letter in the mail stating that I owed a premium of $63.02 dated 10/2/24. In addition, I received another letter stating that my auto payment method was being changed to quarterly payments, with the amount of $202.83 due 12/21/24. I mailed two checks, one in the amount of $63.02 and the other $101.42 to Fidelity Life with the payment coupon for my premium payments on or about 10/5/24. I checked online to find out the status of my payments and policy but there was no record of my payments. I contacted Fidelity Life Insurance 10/20 and 10/22/24 only to find out that both my premium payments were applied to my loan, which I did not authorize. Both payments were sent in with the premium coupon, so not applying them to my premium balant was blatant. In addition, both checks weren't cashed until 10/31/24, but the representative I spoke to on 10/24/24 told me that both checks were applied to my loan and she would note the account and send notice to another department to apply those payments to my premium. More over, there's a ***** period of 31 days and even that is extended if a payment payment plan is worked out. I let the representative know that I mailed the addition $101.41 on or around 11/19/24, which was the remaining balance of my now quarterly payment due in December of 2024. That check was not cashed until 11/27/24 but not applied to my premium or my loan. I checked my online account again only to find out that my policy of 12 years was statused as lapsed due to non payment, which is a disgusting trick to keep my money and cancel my policy. I called in again on 12/4/24 in which the representative told me my policy was cancelled, I would be refunded both checks of $101.41 and $101.43 and I would be receiving reinstatement documents in the mail.If my policy is cancelled, where did the $63.02 payment go?

  

  Business Response

  Date: 02/11/2025

  Please see the attached

• Initial Complaint

  Date:01/22/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have made four (4) monthly payments and still are waiting on a final approval for our policy; we were supposed to be insured for $250,000; however, it shows we are insured for $62,500 All Cause. and $187,500 Accidental. We are paying for a premium for a $250,000 policy, at the time I applied for the policy I was 61 yoa; the policy says for 62 yoa. It seems this is to hike up the premium. I come find out later, the stall tactic is to insure that I reach 62 before I am insured so it all falls in line. But I am still not insured after paying for a policy for four (4) of premium and completing the lab work and the physical. I just want my money refunded, they said the 30 day window has expired for a refund, this sounds like garbage to me, I had no idea what they were ponding on me, I thought I was buying a $250,000 term life insurance policy. the agent: Jaycob ******* *******, ************************************************ Agent #: ********

  

  Business Response

  Date: 02/05/2025

  Please see attached.

  Thanks,

  Policy Administration

• Initial Complaint

  Date:01/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased 2 separate 10 ************************ policies from Fidelitylife on 11/8/2014.The payments for these policies were $23.93/mo and $14.14/mo. These amounts were taken out monthly directly from my checking account.The payment was auto-drafted monthly until 11/12/24 when Fidelitylife changed the payment without notice. The new drafts on 11/12/24 were $309.45 and $118.41. I did not notice this increase until I was reviewing my checking account on 12/16/24. I noticed Fidelitylife drafted $309.45 and $118.41 again on 12/11/24. They took the extra money for both policies twice. The extra unauthorized charges total $779.58.On 12/16/24, I called ************ and spoke with several representatives.The representatives stated that their policy is the customer has 30 days to request a refund from the original charge on 11/12/24. I did not catch them in time.I mentioned to the representatives that the charges were never authorized. They claimed to have sent me a letter via US mail in early 2015 which had DIFFERENT terms than the original documents which my wife and I e-signed in 2014. I never received this alleged letter in 2015.There was no notification sent prior to the charges on 11/12/24. Fidelitylife has my contact info.The representatives told me I could hand sign a document requesting a refund and email it to them.On 12/16/24 I emailed them the hand signed letters requesting the cancellation.I called on 12/18/24 to confirm their receipt of my email and request a status of my refund. On 12/18/24 I emailed them the hand signed letters requesting the refund of the extra charges. I called Fidelitylife spoke to agent: **** X4655. I was informed it would be 7-10 business days for a response.On 1/6/25. 10 business days had passed. I have received no response from Fidelitylife. I emailed them on 1/6/25.I demand an immediate return of $779.58. These charges were unauthorized by me or my wife.

  

  Business Response

  Date: 01/23/2025

  Good morning,

  Please see the attached and be advised that two separate letters were mailed out today for each policyholder, detailing the reason for no premium refund due. It is the policyholders responsibility to inform us of any address changes.

  Best Regards,

  Policy Administration

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22794413
  
  I am rejecting this response because:

  What proof do they have that they even mailed a letter? 

  I still get mail forwarded from that address and I never received anything. It is my belief they never mailed a letter at all. 

  The business also has my email address and phone number on their file. I was never emailed nor called about this. They specifically chose a 10 year old address to make sure their theft would go unnoticed. Even their company policy states that if a customer complains about the theft within 30 days, they will refund them. But their company policy states that if they can get away with it for over 30 days, they are going to keep the money the stole. Mailing a letter to a 10 year old address is a way for them to hide their theft because there is no way to prove they even mailed anything. I complained about their theft at day 35. 

  The address of the policy holder is also irrelevant. The increase in charges were never authorized in the first place. A business cannot simply increase charges and change a signed agreement on their own. There are 2 parties to this agreement, the business and the we the policy holders.  We did not agree to the increase in charges at any time. 

  I demand a full refund of the fraudulent charges: 

  11/12/24 - $309.45
  12/12/24 - $309.45

  11/12/24 - $118.41

  12/12/24 - $118.41

  Sincerely,

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

  

  Business Response

  Date: 01/27/2025

  Please see the attached.

  Thanks!

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22794413
  
  I am rejecting this response because:

   

  You are stating you mailed a letter but you have no proof that letter was ever mailed.  I receive mail forwarded to me from the 10 year old address, I did not receive your letter.

  I can easily say I mailed you a letter requesting cancellation but, I also have no proof.  These types of statements hold no merit because they cannot be proven by either Fidelity Life or myself.  I am stating that you never sent me any letter informing me of anything. 

   

  You stated that you have a signed document by me from 11/8/2014, I did not sign a document which stated this increase in payment.  Please send me the document which you stated I authorized the increased charges. You will not be able to provide it because it does not exist. When I spoke to the representative on the phone, she informed me that Fidelitylife changed the terms after I signed the document and allegedly mailed it to me in 2015.  I never received this update nor did I agree to it.  

  1. You stated you sent me a letter in 2024 updating the payment terms.  Please provide proof you sent me the letter in 2024 with the updated charges. You cannot because you never sent a letter. 

  2. You stated I signed a document on 11/8/2014 outlining the payment terms and the future increase of payment. Please prove I signed a document which outlined the new payment terms. If the document was e-signed please provide the proof of e-signature with the ** address and any other information. 

  I was never informed of the increase in payment nor did I ever authorize it.

  You will not be able to produce either document because you are a fraudulent company and are banking on me giving up but I am just getting started with this.  Please refund all charges from November and December 2024.   

  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:12/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been working all day to speak to someone about my policy and I have been hung up on. I have not been able to receive any help and I need to figure out my policy.

  

  Business Response

  Date: 12/30/2024

  Please see the attached response.

  Thank you,

  Policy Administration

• Initial Complaint

  Date:12/12/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a policy with this company and my premium was raised without my permission. Initially I was paying 37$ a month to 400$ a month without my approval or notification. I was completely unaware of this change and as result I lost 120,000$.

  

  Business Response

  Date: 12/27/2024

  Good afternoon,

  Please be advised that we were unable to locate this person in our system and have concluded that their policy is not with our company. There are other life insurance companies with the name "Fidelity" in their names; therefore, it is possible that you have contacted the wrong life insurance carrier. If you have further questions, please contact Fidelity Life **************** at ************** or ************************************************************.

  Best Regards,

  Policy Administration

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22680403
  
  I am rejecting this response because:
  
  I did have a policy with this company and will upload proof. 
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 01/09/2025

  Good afternoon,

  We are still awaiting proof of the acquired policy and/or more identifying information for *** or Ms. ********* to research the policy.

  Please upload any additional documents or advise.

  Regards,

  Policy Administration

• Initial Complaint

  Date:12/08/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I inquired about life insurance, ***** ********** contacted me. Went through but says his company was apart of fidelity investments which they are not. He had sign documents and I later talked to my husband and I changed my mind the same day. I sent him an email that I changed my mind and to stop the process . He said he had submitted cancel request the next day. They withdrew ***** out of my checking account. I have sent him a few emails. He seems to be avoiding me. I have contacted the companys a few times and have been contacted by them to continue the process of getting a medical exam even though it was suppose to be canceled. I contacted them just recently this past Wednesday and the customer *** asked if I was sent something to sign my cancellation request. I told her that I was never instructed to do so or sent anything to sign . I took the other ***, ***** ********** at his word that he had submitted the cancel request. I forwarded them the email communication I had with him. Its been over a month , I feel like I have been scammed by this company. They seem very incompetent and not customer oriented.

  

  Business Response

  Date: 12/23/2024

  Please see the attached response.

  Thank you!

  Policy Administration

  Customer Answer

  Date: 12/26/2024

   
  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

  Date:12/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged $61.36 on 10/01/24 and 10/31/24 for life insurance that I did not approve or agree to. I never received any mail, email or other communication from fidelity life about these charges. When I. Priced the 10/31/24 charge on my account in November, I looked back and saw the first charge. I immediately contacted fidelity life to dispute these charges as I never received anything from them. They did cancel the policy and told me that I was past the 30 day review period to decide if I wanted to keep the insurance. I asked them how could I decide on something when I never got anything from them to look over??? They suggested I write a letter and send to them stating why I should get my money back. I did so, waited for their decision and was still told that I would not get my money back because I contacted them father 30-day period. I again asked How can I decide on something when I never received anything from them?? Im on disability and every ***** counts. I do not know why I should pay for something that I never heard from them until they started charging me. I would like to have my money fully refunded.

  

  Business Response

  Date: 12/30/2024

  Please see the attached response.
  Thank you,
  Policy Administration

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22654572
  
  I am rejecting this response because:
  Fidelity Life never resolved anything with regards to the funds they charged me!!  Theyre saying they resolved my issue but they have not resolved the issue. I asked for my funds to be returned to me in full, which they have not done. I dont understand how they can charge me for something that I never received?!? Can you please help me?

  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 01/17/2025

  Good morning, 
  
  We apologize for the delay! We received the follow up notice, but the response letter hadnt been mailed out until December 30, 2024.The letter advised that a review of the sales call was performed, and Ms. ***** had agreed to the policy; therefore, no refund of premiums is due. Ms. ***** should have received the letter by now.
  
  Please advise if anything further is required.

  Thank you,
  
  Policy Administration 

  
  

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22654572
  
  I am rejecting this response because:
  I never received any policy information to look over and determine IF I wanted to keep this policy!!  Fidelity said I had 30 days to look the policy over but how can I do that when I NEVER received any policy?!?! I NEVER heard from them until I noticed the 2nd charge to my card and contacted them!! Never received a policy, notification up upcoming charges, or anything else!!  For these reason, I should receive a refund because Fidelity did NOT live up to their side of any agreement for a policy by providing me said policy to look over!!
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 02/03/2025

  Good morning,

  We had already responded to her rejection on 1/17/25 and our decision still stands as no refund due. She agreed to the policy and  to having the draft begin on September 30, 2024. The policy pages were mailed to the same address in her complaint on September 1, 2024. Therefore, giving her enough time to decide whether she wanted to keep the policy or cancel.

  Sincerely,

  FLA-Policy Administration

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had life insurance from Fidelity Life insurance since 2020. My insurance policy had lapsed and I was in the process of getting it reinstated. Over a month ago I faxed in my reinstatement application and over a month ago Fidelity told me they was just waiting on the lab work. Some woman name ***** called to try and set up an appointment to come to my place. I thought about, canceled the appointment, because I rather go into a facility to have the lab work done. The woman *****, closed out the request to do the lab work. So I had to call and go through the process again to have the lab work done. For weeks I didn't her from Fidelity. I kept calling but everyone kept giving me the run around. I spoke with ******* ****** , he said he would look into matter, but didn't hear anything else from him after leaving him two or three voice-mails. I talked to someone from Fidelity on Monday December ******. She told me they will reopen the request for lab work and be in touch with me in a few days. Thursday December 5, 2024 that woman ***** called and left me a message about getting the lab work done. I had already told the woman I talked to on Monday, that I didn't want that woman ***** or anyone coming out to my place to do lab work. I wanted to go to the facility ********. She told me the people with Exam One would call me back to set up an appointment, but they didn't. This same woman, ***** keeps calling me, trying to come to my place as if she is obsessed with me. Every time I call Exam One, they keep telling me, they have not received my information for the request of lab work. Fidelity keep giving me the run around and I'm just trying to get my life insurance reinstated. No one should be treated this way. People should have a right to go to the a real facility to have the lab work done. Fidelity Life Insurance has unprofessional, strange and poor business practices. 

  

  Business Response

  Date: 12/30/2024

  Please see the attached and also note that a letter was mailed to the Customer advising that the reinstatement premium is $239.40 and that amount must be paid prior to the policys reinstatement. In addition, the new form also has to be received and approved by the end of January, otherwise the amount will increase.

  Best Regards,

  Policy Administration

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22647016
  
  I am rejecting this response because: Hello, this is ***** ****** and I wanted you to know that Fidelity Life Association has not contacted me directly. Exam one was trying to contact me to set up an appointment for lab work, but I believe I shouldn't have to do this blood work.
  
  I am on social security disability, and my life insurance lapsed due to lack of payment. When I I started to reach out to Fidelity life insurance, they keep giving me the run around.
  I don't appreciate their unprofessionalism, and I'm not satisfied with their efforts now.
  
  The only way I will resolve this complaint with satisfaction is by two ways.
  1: No lab work, I shouldn't have to complete blood work, and Fidelity will reinstate my insurance Policy ASAP. OR
  
  2: Cancel my life insurance policy by refunding me all the money I put into this policy for FOUR Years.
  
  BBB may relay this information to Fidelity and contact me back with their response. Thank you.
  
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/17/2025

  Good afternoon, Ms. *************** letter was mailed out on December 30, 2024, explaining that to reinstate the policy you would need to submit a new application and blood work. We apologize that it was difficult to set up the labs where you could go directly to the facility, but we had remedied it by setting it up through Exam One, which you have now declined. Your policy is no longer active, therefore you  have already had paid coverage for the amount of time detailed in the letter and there is no refund of premium due.

  Again, we are sorry for any inconvenience this has caused.

  Best Regards,

  Policy Administration

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22647016
  
  I am rejecting this response because:
  Due to Fidelity unprofessionalism. I feel I was discriminated against. Fidelity Failed in meeting my expectations as a business. They didn't have my best interest at heart. When I was trying to set up my blood work appointment, Exam One didn't ever receive the necessary paperwork from Fidelity. 

   

  When i keep calling Fidelity, asking them to send the paperwork, they ignored me, until I made a complaint with the BBB. Fidelity did not ever planned on contacting me or reinstating my life insurance. Again, possible discrimination. But definitely, poor business skills and management. 

   

  So I reject Fidelity business response. I am Not satisfied with their improper business handling and practices. I am not satisfied how I was treated by Fidelity. People should beware of their deceptive  and poor customer service  and communication skills. My grade for Fidelity would be  D-. And my Complaint against Fidelity Life Insurance has Not been Resolved. 

   

  Sincerely,
  
  ***** ******