ComplaintsforFidelity Life Association

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 8/8/24 I purchased a term life insurance policy from Fidelity Life over the phone. On 8/16/24 I received, through the mail, documents for an accidental death policy. I immediately emailed the agent asking about the disc***ancy. I waited a few hours for him to respond, then called customer service when he did not. The *** on the phone said the policy would be canceled and I'd be refunded, and that I just needed to send an email to some company address requesting it.I sent the email the same day and got an auto-response that my message would be answered in the order it was received. Then today 9/6/24, I got a letter saying that the policy is moving from automatic monthly bank draft to quarterly self pay. I'm obviously not going to pay, which I'm sure they'll use as a reason to cancel the policy and not return my funds.I am seeking cancellation of the accidental death insurance policy AND a full refund.

  

  Business response

  09/26/2024

  Please see the attached responses

  

  Business response

  09/26/2024

  Please see the attached response that the consumer will receive.

  Customer response

  09/26/2024

   
  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

  08/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Right now I'm dealing with identity theft, and some of my email are being hacked and now compromised. The reason for my complaint is this company is allowing the hacker to open an account in my name and I never applied. I feel like a company well known as this one should have better than technique when dealing with someones identity. The email address that's being hacked is : ********************** I'm almost certain on who it is that's doing all this hacking, someone real close to.

  

  Business response

  09/09/2024

  Please see the attached letters.

  Thank you,

  Policy Administration

• Initial Complaint

  08/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Im receiving a ton of junk emails and it started a few weeks ago. One sender emails multiple junk (absolute nonsense) showing this in the email headers:smtp.mailfrom=caleffionline.com; dkim=none (message not signed This example claims to be about Fidelity Life products.The unsubscribe link (for this junk I never subscribed to) is to a short url: *********************** And that redirects to a website called:***************************************** Hosted at 23.229.17.46 : *********************** And that redirects to ************************************************************************ ************** : ******************** What is seedleafitem.com, and why do I need to enter my email address into its form to stop junk For your business that I never req? Or is this nothing to do with Fidelity? If it is Fidelity related, please supply the name and contact info for the organization central to this spam. I need to contact them to end this and not just for the Fidelity ads.Subject line of spam: Tis the Season! $250K as low as $15/mo, Protection for Your Family The actual ads link in the email:*********************** Redirects to ************************************************** Then to ****************************************************************************************************************** I assume the details above allow your marketing team to confirm who is behind this and other nuisance emails they are sending.sender IP is ************* smtp.mailfrom=caleffionline.com 52.101.73.15 : ******************* receiver=protection.outlook.com; client-ip=*************; helo=fvlbfkotuhn.connectedwomenofinfluence.com; pr=M Received: from fvlbfkotuhn.connectedwomenofinfluence.com (*************)connectedwomenofinfluence.com???Thanks

  

  Business response

  08/24/2024

  Please see the attached responses.

  Thank you,

  Policy Administration

  Customer response

  08/26/2024

   
  Complaint: 22126324
  
  I am rejecting this response because while Im happy you have requested the affiliate service to stop sending me junk emails, I specifically requested to know the business behind it.
  

  For example, I said the unsubscribe process required me to enter my email address into a field on a website seedleafitem.com and that site has *no information* about who they are. They send a lot of junk and I complain and report but it continues.

  I ask the same question again because I want it ALL to stop. Not just Fidelity Life Association emails. I need to know who the affiliate group is.

  Please answer that question and then we can close this.

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

  

  Business response

  09/03/2024

  Good afternoon, Mr. ****************** have checked with our ******************** and apparently we have multiple affiliate advertising relationships, of which are too many to mention. Therefore, we have placed your email address on a global opt out list, which will prevent emails being sent from all of our partners in the future. Please note that they also have up to 10 business days to remove your information from any existing lists they may have. We apologize for the inconvenience this has caused.

  Sincerely,

  Policy Administration

  Fidelity Life Association

  Customer response

  09/03/2024

   
  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,
  
  *****************

  Customer response

  09/05/2024

   
  Complaint: 22126324
  
  I am rejecting this response because:
  Hi, thanks for offering to add me to a list to stop the marketing emails. I am rejecting this as the solution though, for the following reason:
  
  I asked you to tell me who the sender of the marketing emails was. You said you have too many affiliates to be able to do that. I appreciate you will have many affiliates, however you can identify the organization responsible for this. You have to be able to do that, in order to pay them for their services!
  
  The identifier for you to do this is in the information I provided in the complaint, specifically below, in the website URL (link) that is unique to me and the affiliate marketing service you are using:
  
  ******************************************************************************************************************************************
  
  If it is not possible to identify the marketing company from that detail above, then it would not be possible to pay the marketing business. At that point it would not be worth them sending marketing emails to people like me at all!
  
  I would like to know the business identity who is being paid to send these emails. I need to contact them directly. I should not have to contact individual businesses like you to complain about each individual spam email these people are sending. Last year I received a $50 gift card from a credit card company because of this issue.
  
  Im not asking you for a $50 gift card, and I accepted their offer of one as recompense for my time dealing with just that one business marketing spam. Its from the same source as yours though. My complaint is that Id like to know who it is.
  
  Regards
  *****************
  

  

  Business response

  09/13/2024

  Dear Mr. ********************** be advised that our vendor lists are proprietary information, however, we can assure you that your email address has been added to our (Fidelity Life's) opt-out list; therefore, you should no longer be receiving email solicitations from us.

  Sincerely,

  Policy Administration

  Fidelity Life Association

  Customer response

  09/18/2024

   
  Complaint: 22126324
  
  I am rejecting this response because:

  This business is one of multiple that is being promoted by an affiliate marketing scheme that is inappropriate and is sending Spam Emails (per CANSPAM act)

  The explanation for why I cannot be provided with the identity of the company responsible has changed. Originally they stated that they could not identify the source. That was not true, and presented with that fact they are now hiding behind confidentiality.

  I cannot appreciate why a business that presumably aims to have consumer trust is willing to risk this by publicly refusing to release the requested information.
  

  Unfortunately, its very clear that your business has no shame. Please refer back to my email of 12/11/21 to **** subject line Disturbingly shady marketing practices for Fidelity Investments - details without personal information or ****s address are below. I only just remembered this happened before, or I would have included it in the complaint at the start. If by any chance you change your mind about taking this more seriously than simply adding me to another do not email list, then I will be happy to see if I have more information about it. For now I will assume your business is as much a scam one as your marketing provider is.

  ======
  

  ****,
  
  
  Whomever you use to promote Fidelity Life by email is now sending me scantily clad Asian women pictures promoting some dating service. The email is structured like yesterdays email, around content for a government entity (trying to evade spam filters no doubt). Im reporting it in full. Id like to know who you are using for this service so I can pursue to the fullest extent. All very similar to the email promotion of your brand and financial services, even down to the multiple websites used to obfuscate their identity (astrazenega.co.uk again for example)
  
  
  Thank you
  Mr ********
  
  On Dec 10, 2021, at 18:51, ********** <**************************> wrote:
  
  
  ?*****************, 
  
  
  Ive copied you on a spam report from SpamCop.net.
  
  
  Ive had so much junk from whomever you are using for marketing over the last few years. They are extremely deceptive and hide their identity, making it very difficult to blanket remove oneself from all their spam. I firmly believe I have never signed up for it.
  
  
  Details below. Id really like to know who they are so I can get off all the lists they/someone added me to.
  
  
  Regards
  Mr ********
  
  Fidelity Investments spam, sent by a prolific spammer. A very serious blight on Fidelitys brand given that this is paid for. I am a Fidelity customer and I am sick of getting this junk from their marketing vendor (***************************************************) I can provide actual email examples.
  
  Spamvertized site:
  *************************;(removed long #string)
  The site did.li is in an Arabic language. Being used as a redirect to ************************************ is a templated basic site install. This spammer does this all the time. It is another redirect hop for their spam. Host provider hidden by ********** forwarding IP 104.21.1.220
  astrazenega.co.uk domain registrar is Namecheap (they are used by this spammer for many of their domains)
  
  Spam image content delivery using imagebam.com:
  One of these will be an address to write to for unsubscribing and it will be a Box number with no name or business name
  ***************************************************
  ***************************************************
  This spammer used to use Imgur.com but they delete reported spam content I send them very rapidly and they have switched from using Imgur.com (against their terms of service) - I can provide you with contacts there who will verify this.
  
  Images hosted at 
  103.252.221.31 : *********************
  
  

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

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was given the terms of my life insurance, and it covered literally nothing, so I called them and told them I would decline to get a policy through them. Well, yesterday they charged me for 2 years of payments; they didnt even include the annual payment discount, so just ***** times, making the total $599.79 with me explicitly, even calling personally to deny coverage, and they instead charged me for 2 years all at once, and now I cant pay my portion of the rent and will have to pay $150 in late fees. I can either be refunded or I can file an official complaint with the ***** I figured (only because the guy on the phone was very helpful and not the one who charged me) that Id give the ********************** a chance to make it right before any official complaints create fines on top of having to pay it back.

  

  Business response

  08/15/2024

  Good afternoon,

  Please see the attached response. Policyowner's response letter was mailed out today.

  Thank you,

  Policy Administration

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My actual complaint is that I purchased a policy in September last year 2023..However i wanted something slightly better and called to buy a new one and asked to have the old one canceled, but i realized today that the old one was never canceled, and you were being charged for both of them ..I asked they cancel and get me a refund they said they can cancel but wont refund me and this is no fault of mine.. they made a mistake

  

  Business response

  06/18/2024

  Please see the attached response. A letter was mailed out directly to the Policy Owner, today.

  Regards,

  Policy Administration

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a policy with Fidelity in 2015. The original issuance required that I undergo a medical exam, which I did. I was issued on February 20, 2015, a blended policy that had a value that was split for $75K for all death and $175 for accidental death until I underwent the medical exam. I completed that exam for medical underwriting and was issued a new and/or revised policy and payment schedule on March 25, 2015 that has a value of $250K for all cause of death benefit. since January of 2024, I have been requesting Fidelity upload to their portal the correct policy that was issued on March 2015. I have also requested in writing this same request, as well as a request to speak to a supervisor to have the issue resolved. They have yet to resolve the issue or to reach out to me per my request. I have made several calls and made several requests in writing to no avail.They have a system that provides very little detail on their procedures and how to resolve issues. You receive vague responses that lack instructions on what they expect from you as a customer to complete your requests or they simply do not respond at all. I should not have to spend months trying to get my policy uploaded to their system. If something were to happen to me, my beneficiaries would be in a dispute with Fidelity over the current policy that exists. I have even asked for explanation for why the policy is not listed in the portal under mail that has been sent out to me. I have a copy of the policy on hand. It should also be available in the portal and reflected in a manner that does not leave cause of dispute.

  

  Business response

  05/16/2024

  Please note that the Customer's response has been mailed to her directly, today.

  Thank you,

  Policy Administration

  Customer response

  05/28/2024

   
  Complaint: 21673690
  
  I am rejecting this response because: 

  My apologies. Your emails were going to my spam. I have not received a response directly from the company and they have not updated the portal with the correct policy. 

  
  

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

  

  Business response

  06/13/2024

  Good morning,

  We apologize because we were late on the first follow up that was due on 6/4/24 but had received another communication on 6/7/24 stating we had 10 days from that date which is Monday,6/17/24, to respond.

  We have since called ************** to remedy the situation and left a detailed voicemail on 6/4/24. We have not received a call back to determine why she cannot view the pages. We need ************** to contact **************** at **************,so that we may walk her through how to view the pages that have been uploaded. Alternatively, she can also provide us with the best time for a representative to call her and get this resolved.

  Thank you,

  Policy Administration

  Customer response

  06/18/2024

   
  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

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My complaint is in regards to my group life policy [08-WS-029464] opened Jan. 2011. This policy was initially paid by payroll deduction through my employer. After Mar. '16, paid by monthly draft from my checking account. Unfortunately, in late 2023, my credit union's management, without warning, changed my checking acct. numbers. Subsequently, funding to my life policy halted. This change created a significant, time-consuming hardship at year's end. To complicate matters, Fidelity Life Association's GROUP policies do NOT have an online portal to see or make payments. Furthermore, they do NOT mail any statements, billing reminders, etc. on a monthly, semi-monthly basis. To receive customer service, you must solely rely on a single phone number *************) for their group policies, and endure lengthly wait-times to speak to a customer service representative. I initially contacted c/s on 11.03.2023 and two more times on 11.13.23 & 11.14.23 speaking to ******** in **** on the later calls. During ALL calls, I was promised correspondence by email and/or **** mail on what was required to get my group life policy current. After being told to give some time for correspondence to reach me, I waited the remainder of 2023 and into '24. On Jan. 30, 2024, I once again called c/s and ******** answered. I stated I had not received ANYTHING from Fidelity over the past 12 weeks, and asked what is wrong. Her new response was TOO MUCH TIME had now lapsed, and my policy would need to go through underwriting to be reinstated. She stated I should have sent payment, in full, to the address stated during the c/s number cue time message? If Fidelity Life, after their 128 years, would have billing business practices to make the customer feel comfortable & NOT make me question if my monies will end up misplaced, my payment would have been sent and this issue resolved months ago! Moreover, the request to blindly mail hundreds of dollars to an unknown P.O. Box is a "Red Flag" for me in 2024 !

  

  Business response

  04/19/2024

  Good morning,
  
  On April 18,2024 the ****** Management Administrator (***) telephoned the insured and advised the policy can be reinstated. The insured will be sending in the premium payment and was very happy with the service he received. The *** also emailed the insured to confirm the information.

  Please be advised that the *** has also sent a letter confirming this information directly to the Policy Owner.

  Regards,

  FLA Policy Administration

  
  

  Customer response

  04/30/2024

   
  Complaint: 21586292
  
  I am rejecting this response because: 

  Attached below is a new, updated two page PDF stating all facts regarding my customer service interactions with ********************/SelmanCo since the initial BBB complaint was filed. Please let me know if you would like the attachment in any other format.

  
  

  The actions of SelmanCo. have been unfair to say the least ! Is it possible to make SelmanCo produce a signed (inked) letter to support their verbal promises since they are a BBB accredited company ? Your feedback is greatly appreciated.

  
  

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

  

  Business response

  05/03/2024

  Good afternoon,

  Please be advised that the Client Manager Administrator telephoned ******************** and was unable to reach him. A detailed voicemail was left advising the premium payment was received and the policy has been reinstated. There is a detailed note on the account for *******************. 

  Regards,

  FLA Policy Administration

  Customer response

  05/06/2024

   
  Better Business Bureau:
  
  As of today, Monday, May 06, 2024, I was finally able to request a "Confirmation of Insurance" for my group life policy via telephone contact with a Fidelity Life Association customer service representative.  I have reviewed the attached document and the response made by the business as a whole, and in reference to complaint ID ********, find that the resolution is satisfactory to me.
  
  Sincerely,
  
  ****************************

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have signed up for whole life insurance through fidelity life on late April of 2023 after laying my husband to rest on April 22,2023, I have let the agent I spoke to that I was deaf and it was my first time applying for life insurance. The whole I have been paying the amount of $61.16 all of 2023 since April for what was supposed to be for whole life so that I can at least leave something behind for my kids only to find out that the price raise to $196.26 and that I was paying for accidental death policy instead of whole on March 11, 2024 after I had made two payments of $200+ on 3/08/2024 now after trying many times to get ahold of customers service and my agent by email, leaving a voicemail and the chat only to be told that I have to go through another agent to get whole life policy because refuse to fix the issue, refuse to give me my money back even for what I had I paid this month, and claimed to have send me documents stating that I have accidental death policy and whats its for but I have not received no forms even when I looked into my email I couldnt find anything but they can send me bill notice in the mail that I dont get until a month later and they can receive my cancellation form but dont want to fix the wrong they made it give me my money back? I just want the money I paid for on 03/08/2023 if I cant get all of it back because I dont get paid much and Im on SSI trying to take care of my kids and Im getting robbed out of my pocket for trusting in a company thats suppose to help me leave something behind for my kids should anything happen to me. Fidelity Life has failed.

  

  Business response

  04/02/2024

  Good afternoon,

  Please see the attached response.

  Thank you,

  Policy Administration

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  An accidental death policy from Fidelity Life ********* of *** Plains **, was fraudulently sold to my son ******************* in June, 2023, while he was a resident at ********************************************************** signed up for ** health insurance (ObamaCare) in June 2023, payments to be debited from my checking account.The agent told us my son qualified for a health plan that would cost around $130/ month with 0 deductible. I agreed to these charges and shared my banking information with the broker to deduct payments from my checking account to cover only this health insurance premium. 2 weeks ago *** cancelled his ** insurance - yet this charge continued to be drawn from my bank. Upon investigation I discovered Fidelity sold him a $250k accidental death policy!The agent who sold him his health insurance fraudulently added an accidental death policy without his knowledge, or approval. He received no paperwork. His name was entered on the policy incorrectly. No beneficiary was ever assigned - of course not, since we never knew we had this policy. I was able to identify this policy via my son's social security number at Fidelity Life - after seeing these unauthorized withdrawals from my checking account. I notified the insurance company (Fidelity Life) of this fraud and notified the bank (Chase) where funds were withdrawn for payments - without authorization. I am seeking a full refund of paid premiums - $334.71. I would hope your office will take this matter seriously and provide assistance in obtaining this refund, and taking appropriate action against the insurance company and the agent. It's a clever scam. I found out today that ***'s health insurance was free, based on his income. The agent in question added one FidelityLife and two Aetna continental policies instead - to meet the $130/month premium I was expecting. A complaint against ***** continental is forthcoming. ************************* (I'm a party to this fraud because I paid the premiums)

  

  Business response

  03/20/2024

  Good afternoon,

  Please see the attached response.

  Regards,

  Policy Administration

• Initial Complaint

  03/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I cancelled my life insurance policy by mail and I received a confirmation letter from Fidelity accepting my cancellation request on 01/12/2024. On 02/24/2024 I received another letter from fidelity saying that the letter we received is missing your signature or the signature does not match with the signature on file. Wi will continue to draft your premium monthly.

  

  Business response

  03/04/2024

  Good morning,

  Please be advised that this complaint is for Fidelity & Guaranty Life, which is not associated with Fidelity Life Association; so this policy does not belong to us.

  Thank you,

  Policy Administration

  Fidelity Life Association

*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. ↩