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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On October 16, 2024 I was alerted of a potential fraudulent request for distribution of my 403b account by way of mail in distribution. I immediately contacted One America to confirm that this was not my doing and to investigate how this could have happened. At that time they said they would begin an investigation and follow up within 2-3 weeks. I attempted to reach back out in middle of November after hearing nothing from One America Financial only to be told that "we cannot speak with you about your account". I could not receive any information regarding the status of my account, if there is still money in it, or the status of the fraud investigation. I eventually got ahold of someone that said I would be contacted no later than Nov. 22nd; which never happened. I called again on November 26th and was given a case number but still not follow up. At this point I am worried that One America has taken my money and closed my account as they will not provide any updates and it has been nearly 2 months.
Business response
12/18/2024
Please see attached.Initial Complaint
11/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Won't pay claim. They won't respondInitial Complaint
08/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
This company is fraudulent. I requested a distribution of my account. I have called everyday. I was told my issue was expediated three times. I was lied to by a supervisor who told me I would receive an email for verification. Never happened. Do not do business with One America. I am closing my account as soon as possible.Business response
08/27/2024
Good afternoon,
OneAmerica *************************, a OneAmerica Financial company, has received your correspondence dated 8/22/2024 regarding the above referenced Complaint ID.
Due to privacy laws and regulations OneAmerica ************************* is unable to provide the Better Business Bureau with details regarding Ms. ****** account. We are investigating and will send a written response directly to Ms. ***** within 20 business days.
If I can be of further assistance, please contact me directly.
****** ****
Corporate Paralegal Senior
Corporate Compliance and *************************
Phone: ************
Email: ****************************************************************************************************
Customer response
08/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. I still have not received MY funds. I was lied to by multiple "representatives" that my request would be handled within 5 business days. 5 business days was last Friday. Still have not been assisted. Company should still be looked into for fraud and illegal activity.
Regards,
********* *****Initial Complaint
08/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 7/11 /24 I contacted OneAmerica to inquire about a full distribution of my 401(k), after leaving my current employer. They sent me forms, I filled them out and return the same day. I rec'd an email saying they would contact me in 3-5 days if there was a problem, otherwise funds would go to my bank in another 3-5 days. On 7/26 I contacted OneAmerica looking for status since no funds were deposited. Was told there were two more forms to fill out and notarize. I turned those in on 7/30. I followed up on 8/2, and was told the the funds has been transferred to an IRA. They weren't sure which company it was sent to but gave me two options. I called the first (which was still OneAmerica, but a different division) and was told they had my funds and I needed to fill out another form. I did and returned it that same day. Rec'd the same email stating they would contact me in 3-5 days for any issues and then it would take 3-5 for funds to be deposited. On 8/12 I contacted company and was told they did NOT have my funds and that I needed to call another company. I did and company#2 said they did not have my funds. I called OneAmerica back and was told they found my funds, which they still had, and that the distribution had already been processed on 8/6, and that my funds should arrive by 8/12. On 8/16, I contacted OneAmerica and was told the fund should arrive by 8/21. On 8/21, I contacted One America and was told that my bank rejected the funds and they would be resubmitting them and I should have them by 8/28. I requested written verification of the funds being rejected and resubmitted but was told they could not provide that. I inquired why they had been rejected, but they had no response. I asked why I was not contacted about the rejection and why no one had confirmed either the routing or account number, instead of just resubmitting, but they had no explanation, only that I should wait another 3-5 days (again).Business response
09/06/2024
American ***************************** is in receipt of the complaint dated August 22, 2024. Due to privacy laws, we will be responding to ************** directly.
Thank you,
*************************
Initial Complaint
08/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On July 16, 2024 I filed a distribution request and I have not received my money yet. It has been a month and should not take that long to process. Every time I call I receive the same generic garbage response. "We are working on it" or even better they tell you they are going to "expedite" the process. All lies.Business response
08/20/2024
*** takes this complaint very seriously; however, we are unable to provide the Better Business Bureau with details regarding this account due to privacy laws and regulations. AUL will investigate and provide a written response directly to ************ within 20 business days.
Thank you,
*********************
Corporate Paralegal Senior
Corporate Compliance and *************************
Phone:************
Email: *************************************************
One American Square, P.O. Box 368
************, IN 46206
Initial Complaint
08/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was supposed to receive an *** distribution check 8/7/2024 in the amount of closet to $5,000. After these 10 business days had passed from the date of approval, I still have not received my distribution. When I have tried to call, I am on hold for over ******************************** to someone, they disconnect and end the call. This has happened 3 times. When someone finally called me 8/12/2024 to tell me when I would receive my funds and what it's status is, they were unsure as to why no one has moved my funds to be distributed. I was told I would be informed of when I would receive the funds by later that day, 8/12/2024. I cannot get in contact with someone, when they call me back, I am disconnected. These funds have cost me the opportunity to move into a new home as I did not have my funds for the deposit in time. If I owed a business $5,000, I know this treatment would not be acceptable. I have left complaints, reviews, and tries every way possible.Business response
08/20/2024
*** takes this complaint very seriously; however, we are unable to provide the Better Business Bureau with details regarding this account due to privacy laws and regulations. AUL will investigate and provide a written response directly to **************** within 20 business days.
Thank you,
*********************
Corporate Paralegal Senior
Corporate Compliance and *************************
Phone: ************
Email: *************************************************
One American Square, P.O. Box 368
************, IN 46206
Initial Complaint
06/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I requested distribution of my 403B account on 6/5/24. I was told it would be 7-10 business days to process. On 6/17/24 I received an affirmative election paper to fill out. I called because that was included in the paperwork I already faxed. The rep stated I had to fill it out anyway and mail it back. On 6/19/24, I received a phone call saying they needed to verify what money I wanted. I told them I wanted my cash out (lump sum). On Monday 6/24/24, I called checking the status of my distribution. The rep told me I should have it this week because its past the processing time. Yesterday, Thursday 6/27, I called again because I still have not received it. The rep stated that because of the timeline, she was going to request a 24 hour expedite. This morning 6/28, I called back again to check the status because it was almost at the 24 hour period, and I still have not received my money. The rep let me know she could see someone in the treasury department viewed my case, but just because they requested 24 hours doesnt mean it will be processed. I asked if I could escalate the situation and she said theres nothing she can do because shes just customer service. Then, she stated it could be 24, 48, or 72 hours if they choose to expedite it. At this point, I stated how frustrating this situation has been because this information was faxed at the beginning of the month, and I had at least two reps tell me I would receive my money this week 6/24-6/28/24. All I am trying to do is get the money I put in this fund as Im no longer with the company. It should not take 17+ business days for them to release my money, especially after being told 7-10.Customer response
07/02/2024
I called again on 7/1/24 to check the status since I never received my distribution. The rep I spoke with was helpful and involved a lead; however, I was informed that the treasury department never viewed my case or expedite request. I was told another one was being submitted, and I should hear something in ***** hours. As of today, 7/2/24, I still have not received my funds. It has been 19 business days and 27 calendar days since I requested my funds.Business response
08/02/2024
Attached are copies of email and response provided on 7/15Business response
08/05/2024
Please see attached.Initial Complaint
06/21/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am trying to rollover an account from a previous employeer that had a undisclosed balance two years following a previous complete distribution to a new retirement account. I submitted all required paperwork to have the distribution (and second attempt to close the account) into appropriate retirement with my new workplace -- they keep send the checks to me directly in my name. When I call in for assistance, they state I am not in their records and are unable to help me. Please advise. I am seeking ti have the account 100% distributed as requested in 2022 and again in 2024.Business response
07/01/2024
Please see the attached correspondence.
Initial Complaint
05/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On or about June 6, 2023, I was sold a OneAmerica ******************** Policy by two financial advisors who were fully aware of my financial situation, including my salary, liquid net worth, and overall net worth. Despite them knowing my income and financial status they sold me a policy that was impossible for someone in my income bracket to sustain. I have made multiple attempts to resolve this issue with OneAmerica, but their customer service has been appalling. They have continually misled me, insisting that I continue to pay for the policy despite my having opened a claim on May 6, 2024. I have followed up on this claim twice, yet no one has provided a satisfactory response. This product is impossible for me to sustain given my financial circumstances, and their persistent demands for payment are unacceptable. I am requesting that the Better Business Bureau assist me in getting this policy canceled and securing a refund of the money to which I am rightfully entitled.Business response
06/27/2024
Please see attached.Customer response
06/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have been trying to get in contact with them regarding this issue and even thought *** been promised call backs to further address my concern OA decided to close my case and now they are claiming it had been resolved when it has not.
Regards,
*********************************Business response
07/01/2024
Please see the attached correspondence.
Initial Complaint
05/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On or about June 6, 2023, I was sold a OneAmerica ******************** Policy by two financial advisors who were fully aware of my financial situation, including my salary, liquid net worth, and overall net worth. Despite them knowing my income and financial status they sold me a policy that was impossible for someone in my income bracket to sustain. I have made multiple attempts to resolve this issue with OneAmerica, but their customer service has been appalling. They have continually misled me, insisting that I continue to pay for the policy despite my having opened a claim on May 6, 2024. I have followed up on this claim twice, yet no one has provided a satisfactory response. This product is impossible for me to sustain given my financial circumstances, and their persistent demands for payment are unacceptable. I am requesting that the Better Business Bureau assist me in getting this policy canceled and securing a refund of the money to which I am rightfully entitled.Business response
05/22/2024
Please see attached.
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Get a QuoteCustomer Complaints Summary
40 total complaints in the last 3 years.
17 complaints closed in the last 12 months.
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