Complaints
This profile includes complaints for John Hancock Financial Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 196 total complaints in the last 3 years.
- 47 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/26/2025
Type: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 aunt have been paying my life policy for over 5 years when asked for a copy of the policy I was given the run around I then decided to cancel my policy I was told my refund after years would be 4.61 this has been going on for over a month the policy has been paid on time for the last 5 pluaw years
Business Response
Date: 04/30/2025
We sent an email to ***** **** on 4-28-25 . Asking if we could get a policy number so that we can research and respond to this complaint .Initial Complaint
Date:04/22/2025
Type: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.
Rollover account from **** ********************** to a Traditional *** with ** ******.I started the rollover process on April 5 2025.**** Hancock representative after consultation with the department processing the rollover, stated the day for completing the rollover, on April 18, 2025.I called them back, on April 9th, because I realized the Name for the Payee, instead of ****************************, I wrote as *********************************. The Agent that I spoke, consulted again with the department processing the paper work, and stated that it was plenty of time (10 days left) to resend the page regarding the subject matter. After I resent the info, I called them again and they said that have received the info sent.The following week, they call me and told me that I have to refile all documents again.I let them know my frustration, since they said one thing last week and now something very different. The forms in question are 3 sheets only. The most important one is the 3rd sheet that have my signature and my former employer signature to comply with the rollover.I told them, that I was not going to request and contact my former employer again for the 3 sheet, because it was going to be the same as the one they already have. I firmly said that and I was not going to expend more time on this subject. They agree to continue with the rollover process.I was expecting to receive the check today. But that is not happening. I called them today and they stated that the check was cut and it was going to be delivered by May 5th through regular mail.I believed, I have stated to be deliver the check via overnight, like I did with my other 401k rollover through ************ and the whole process with them took 3 days ******* complaint is that this company doesn't want to release your money, as they should in a timely manner like other investment companies do.Business Response
Date: 04/24/2025
The check was issued and mailed out on 04/22/2025.Initial Complaint
Date:04/21/2025
Type: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 95 year old mother has a ************** Policy with **** Hancock. We have initiated a claim with them and they are making it impossible to get payment for legitimate care that she needs. Every time I submit the documentation that has been requested, there is something else that they ask for. They have been dragging this process out and we are no closer to getting her the benefits that she has already paid for.Business Response
Date: 04/30/2025
Please see attached response.
Thank you,
*** ******Initial Complaint
Date:04/01/2025
Type: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.
When requesting retirement (401k) rollover to an existing ************, the company processed my online request incorrectly. Attempting to contact the company was incredibly difficult. I was then contacted by my previous employer not **** Hancock. The previous employer then proceeded to tell me that their representative from ** could not contact me directly and I would instead need to submit a form to my previous employer who would then relay it to a ** representative. I informed my previous employer that the money in the 401k was mine and therefor I should be speaking with the representative and not going through a middleman with my sensitive financial and personal information. I was directed to contact the ** helpline and I was told repeatedly that "you need to contact your previous employer and have them submit a form to ** in order to fulfill your request". The form he was referring to required my SSN, DOB, Address and *** account number. This information should not be going through my previous employer and I am trying to understand what the issue is. I am unable to reach the representative from ** that my previous employ is in contact with and this is a RED FLAG. 401k rollovers happen every day and unless I am completely mistaken the previous employer should not need to be contacted at all by me.Business Response
Date: 04/02/2025
A representative will contact the customer to provide an update.Initial Complaint
Date:03/26/2025
Type: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 changed my email address in January 2025 and ever since have not been able to see my coverage on my **** Hancock LTC only account. I have made several attempts by using their "chat" and on a "recorded" line with their ***resentatives. The first date I made contact was @ 3/10/25, and then again on 3/13, 3/14 and 3/18/2025. The last time I called I was promised (again) by the *** that she could call me when issue resolved. That is what their ***s ******** then she sent me onto another person who told me they were still working on my issue. Signed in today and still cannot see my coverage details.Business Response
Date: 04/01/2025
Please see attachedCustomer Answer
Date: 04/01/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
It is not resolved becasue I have to forward the complaint to the jurisdiction of the ***************************************
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Business Response
Date: 04/10/2025
Thank you, we will continue to work with our policyholder directly to resolve accordingly.Initial Complaint
Date:03/17/2025
Type: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.
We have been working on a ************************ claim for my mom through **** Hancock since May 2024. I have submitted everything online. Every time, I get a refusal because the information submitted was not correctly formatted or required more detailed daily information. Yet, no where does **** Hancock provide anhy information on what formatting or details should be submitted. I have submitted the same date invoices three and four times. Only after I called and spoke with customer service multiple times have they corrected their errors.Customer Answer
Date: 03/28/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
****** ******Initial Complaint
Date:03/11/2025
Type: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.
Im the beneficiary on my Aunts pension benefits policy. She died October 2024. I have been calling them since the beginning of January. They have told me on 5 different occasions they wil mail me out a packet to complete and mail back the death certificate. As of March ******* I still have not received the packetBusiness Response
Date: 03/12/2025
Our representative will reach out to resolve this matter.Initial Complaint
Date:02/28/2025
Type: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 use **** Hancock Vitality. With the program, I get discounts on my life insurance premium and other perks if I fulfill the requirements. For three years I have reached the highest level, platinum. One of the perks is the Apple Watch program. Every 24 months, I can get an Apple Watch. I finished my last 24-month cycle this February, but **** Hancock's system has a glitch, and I have not been able to order a new watch. I have written 3 times, and no one has called or fixed the problem. I also overpaid by $97.88. I want to get the Apple watch and refund of the excess I paid for the last 24 months,Business Response
Date: 03/04/2025
We certainly regret the issue the customer was experiencing. The member was refunded $48.94 for the overcharge on 3/3/2025, and the account was reset so they could order a new Apple Watch. ********************** notified the member of the refund and the ability to order a new watch.
As of today, the member has ordered a new Apple Watch and this has now been resolved. Thank you.Customer Answer
Date: 03/04/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******* *******Initial Complaint
Date:02/22/2025
Type: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 have a 401k with **** Hancock through my current employer. I completed all the requested papers to make a hardship withdrawal. I have called several times over the past three weeks checking the status and its always something is wrong between forms, technical issues, etc. I first submitted forms when I learned the home I currently live in for 16 years is getting sold by the landlord. I have less than 30 days to move now. I sent in a form to request funding with the notice to vacate letter. Was told because i didnt owe my landlord it was rejected. Told me if I had it as eviction I could get it. So I rushed out to figure out what to do and found a home to purchase on a rent to own term in short notice. Submitted the paperwork/contract and they rejected it again. Told me a i need the loan documents from the bank. Told them it was an individual selling and holding the financing. **** me to have our loan agreement and send that in. Sent it in, and have called several times and have gotten excuse after excuse on why its pending still. Its always supervisor is looking at it. I was told I had a case worker with my case number who helped me and told me I would only deal with her but cant seem to ever get transferred back to that person again no matter how many times Ive ******** at a loss and all down payments for the new house have to be done by March 1st or I loose my ******* money already put down and Ill be on the street with my family. At this point Im at a loss and about to be living in a cardboard box within the next week.Customer Answer
Date: 03/04/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******* *****Initial Complaint
Date:02/21/2025
Type: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.
After many emails with our **** Hancock rep **** *******, I finally reached out to **** Hancock customer service. I worked for ********************** in ********. In mid December I got a package in the mail saying I along with all the other employees are due a dispersement from our plan with **** Hancock. Mine said I am owed ***** and that it would IMMEDIATELY be dispersed on 1/31. That didn't happen. I emailed **** ******* and was told it could be well into February. Which again didn't make sense since all of our paperwork says the dispersement date is 1/31. When I called **** Hancock today I am being told that none of us are owed money and that **** ******* doesn't even work for **** Hancock but for Urban Furniture. We are all very confused and no one is helping us with any answers.Business Response
Date: 02/24/2025
The customer will need to speak with his former employer regarding the letter he received in the mail.Customer Answer
Date: 02/24/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I have done so with no help which is why I'm asking **** Hancock to help us find out what is going on.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,****
Business Response
Date: 03/05/2025
The customer will receive his payment in the next few days. We have asked the plan sponsor to contact him with an update.
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