ComplaintsforJohn Hancock Financial Services, Inc.

• Initial Complaint

  01/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A previous complaint has been filed. **** Hancock and specifically **** at ********************* have refused to honor public law ****** which extends the timeline to repay 401k loans to the date of the tax filing deadline for the year a distribution would be made. I had tried to repay the loan, I sent in checks as instructed and they were returned. I spoke with and finally got to a supervisor, ****, who after filing the BBB complaint, did eventually provide contact information. I was told over the phone that I would get an email with instructions on how to pay off the entire loan balance on 22DEC21. I did not receive that email until the 30th, at which point **** Hancock stopped answering phone calls. This left me no time to send in any payments.After further research I found public law ****** signed in 2017. I asked if I could repay the loans under that extension and I was told that the loan would be a distribution for the tax year.

  Business response

  01/13/2022

  A representative has contacted the customer to address these concerns.

• Initial Complaint

  01/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My former employer used **** Hancock to manage their 401k program. Since leaving that employer I have attempted to rollover that 401k into an ***. This process was started back in August of 2020, **** Hancock has sold all shares in the account but has failed multiple times at sending the funds either to my ******* ****** account or to myself. I have given them the address to our new residence but they either claim to send the checks to our previous address or my previous employer. I have called their customer support service on multiple occasions to give them the correct address which they reply that they will send a check to my home address and to expect it within 10 working days. Weeks later the check either doesn't show up at all or ends up at a completely different address. I have asked to speak with a supervisor and get told that one is not available but to give my contact information and a supervisor will follow up with me, I never get contacted back from a supervisor. My funds have been in limbo for over 6 months, that's 6 months of market gains that I have lost out on.

  Business response

  01/19/2022

  Our representative has called our customer to address the concerns. The customer was not available, so our representative left a voicemail message with her contact information. We will follow-up again with our customer.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had a 401k with an former employer thru John Hancock. I separated from that employer in May and made a dozen calls since May to continue to pay back the loan. I was told I could repay the loan and make it current inside the tax year to avoid a distribution tax and penalty. When I sent in my payment, they returned the checks and told me the loans were in default. There was no correspondence from the company from the time I separated till now on the loan, the amount still owed, the payment amount, any amounts currently due, past due, and when the loan would go into default. It just went into default without any notice. I have been told it can't be repayed now. I have offered to pay the full amount. I was told no payment would be accepted. As long as it's inside the tax year, I don't understand the problem. The IRS had relaxed the rules regarding this due to current hardships

• Initial Complaint

  11/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My company closed and I submitted a withdrawal from my 401K which was approved on 9/24. I have called numerous times to get the status and keep explaining that whomever from my previous company and the 3rd party consultant are not able to assist me. The contact names they have give me are ********************* (former HR), ************************* (former Controller), ******************* (former CEO) and *************************************** (3rd party consultant). All former employees of my company, Career Quest Learning Centers have no access to any records as the company is closed!!! Today, a manager from **** Hancock said all 401K accounts through Career Quest are frozen through ***** County Courts. Career Quest was not a contributor to my account....the funds there are mine, and mine alone. I want my money out of out that account as I find myself still without work and mortgage and 2 toddlers to care for. I need help please. I've been getting the runaround from **** Hancock for 2 months now.

  Business response

  11/30/2021

  Our representative has attempted to contact our customer and has left a voicemail with her contact information for our customer to call her back. this account is not an ***. The account is part of a 401(k) Plan that is managed by a Plan Trustee. Based on our contract with the Plan Trustee, **** Hancock can only process a withdrawal and payout an account when instructed to do so by the Plan Trustee or an authorized Rep for the Plan. The Plan was informed about this complaint. As soon as the Plan Trustee instructs JH to process a withdrawal for this customer, we will complete the request as soon as possible.

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July, 2021, my mother, ************************************** entered an assisted living facility due to deteriorating physical and mental health conditions. She has ************************ through **** Hancock, policy # ******* that she has been paying for since ****. I filed a claim with **** Hancock in July and was told it would take 45 days to determine the outcome and authorize payment for her care. It is now November 3, and after multiple phone calls to and from them, myself and the facility, ********************** in *********, **, there is still no resolutions. We are unable to pay for this care without the insurance and expect a determination. It has been very inconvenient to all to have this process delayed so long.

  Business response

  11/08/2021

  Good afternoon.  The complainant has also filed a complaint with the ********************* of ********* which is the appropriate Regulatory ************* *********** is required to send a  response to the complainant and their  office tomorrow.  As such, specific claim information will be provided to both parties addressing the issues in the complaint.  Thank you.

  Customer response

  11/09/2021

  [This response from the business does not constitute a way to settle my claim.  They are merely stating that they will respond today, November 9, which is 21 days from the date of my complaint.  I will await their actual response which should include their willingness to process my mother's claim ASAP.  The claim was filed in July, 2021.  They are long past their required 45 days for claim processing.  Their reluctance is causing an extreme financial hardship for my mother, who, at 86, deserves to have her claim honored without delay!  She has paid her premiums dutifully  since ****.  Thank you.

  Customer response

  11/15/2021

  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 am writing to request that you re-open this complaint.  I red the response from **** Hancock stating that theyd get back to me and I accepted the response, meaning I accepted that they would be getting back.  In no way was this a sufficient resolution to the problem.  So, Im writing to say that I DO NOT ACCEPT THE RESPONSE and would like the complaint to remain open until the insurance company acts on the claim, and pays the back fees due to the facility.  

  Business response

  11/15/2021

  Good afternoon.  Initially, the ********************** care for **************** did not address her cognitive function so the claims department was not able to fully adjudicate the claim.  A request was subsequently sent to her physician to complete a company supplied physician cognitive history form.  We have yet to receive this form back.  A request was also sent to our vendor who scheduled an onsite assessment which was scheduled for November 10, 2021, at 12:30pm.  The results will be sent to the claims department within a few days after the assessment is completed. Once received, the claims department will expedite the review of this clinical documentation and a letter will be sent communicating whether **************** met the benefit eligibility criteria of the policy.  This information was part of our response mailed to ************** on November 9, 2021.  Thank you.

  Customer response

  11/15/2021

  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 will not be satisfied with the business's response until they process my mother's claim.  Every time I called to inquire about the claim I was given insufficient answers.  Had I known what was needed I could have made sure it was completed in a timely fashion.  I guess I am to assume that the people answering the telephone for questions about long term care policies are woefully underinformed.  That in itself is an unfortunate way to do business, especially when someone's health care depends on it.  I will look forward to a fast resolution. [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  ******

   

   

• Initial Complaint

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I originally opened a disability plan with ********************* which was transferred to **** Hancock. I received a letter in June stating that since I turned 65 unless I specifially requested continuation my policy would be stopped. I did not request continuation yet since July of 2021 they have been removing ****** per month for a total of $484.00. When I called to request that they refund the money and stop the automatic withdrawals I was told they could not find my account and therefore could not refund the monies or stop the withdrawals. When I called my bank, Suntrust, I was told that the best approach would be to do a stop payment for $36.00. I would like to have the policy number so I can obtain a refund of $480.00 and I would like them to give me the policy number so I can stop the payments without paying $36.00.

  Customer response

  11/03/2021

  I have not heard from the business in response to my complaint.  There has been no follow-up call or notification.  So, in order to stop the payments I will now need to do a stop payment through my bank which will cost an additional $36.00 in addition to moneys lost to date.

  Business response

  11/04/2021

  Dear BBB;

  We have determined that the consumer's policy is with *********************** Accordingly, we have communicated this information along with the phone number for Unum to consumer.  

  Sincerely,

  Customer Relations

• Initial Complaint

  10/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My Father passed away in August of 2020. In May of this year (2021) my family requested a payout from my fathers retirement fund with **** Hancock. We completed all tasks and submitted all documentation required from **** Hancock and we also contacted the Union (***********) associated with the company. It has been approximately 7 Months since we requested the payout. We opened a case (Case # ******) and we have spoken to numerous representatives and managers at **** Hancock, but we have received little to no information about the progress of this request. **** Hancock seems confused and dismissive about resolving this matter. One representative has reached out consistently but she has stated they are waiting on further information from the union. **** Hancock has admitted that this process should not take 7 months and that this case is unusually delayed with no legitimate reason why. My mother is a widow and the sole caregiver my 86-year-old grandmother. She desperately needs the fu

  Business response

  10/21/2021

  A representative has spoken with the beneficiary's son to provide an update on the payment and answer any questions.

  Customer response

  10/27/2021

  [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,
  
  Osasenaga Osagie

• Initial Complaint

  10/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I did a contribution with drawl of $900.00 due to braking my thumb and they charged 40% , I spoke with them on the phone and the amount told to me was different then the amount deposited. They made me go through a 3rd party to fill out the form that stated to taxes out as well when I wanted to file those myself.

  Business response

  10/18/2021

  A representative has called and left messages for the customer with her contact info. Our representative can address the questions about the amounts withheld in the transaction. The amounts withheld are in connection to the customer's vesting, federal taxes and a fee from the 401k plan's third party administrator.

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stopped working on July 13 and I've been trying to withdraw my 401k since August. I'm not getting any help and they act like they don't care. I have the paperwork they need and they won't take it. I love in Texas and have literally 5 days until I have to drive to Georgia to my new job. I need gas to get there and money for a place to stay

  Business response

  10/12/2021

  A representative spoke with our customer. The withdrawal date is determined by the termination date as provided by the plan sponsor (the employer). 

  Customer response

  10/12/2021

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  *******

   

   

• Initial Complaint

  09/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My father has been paying for long term care for 30 years.On 8/21/21, I opened a home care claim for my father due to a collapsed lung and unable to take care of himself . Since I opened the claim, I have submitted the independent care provider form 2 times for approval via fax. 9/8, and 9/22 and on 9/27 after 4 phones calls finally given an email of a representative to send the form.. The reason for so many calls on 9/27 was the following: I began calling at 8:30 am. the connection was so bad. The conversation from his end was so delayed that we kept talking over each other. Then I was disconnected. This continued 2 other times. On the 4th time, I insisted that the person take my phone number and call me back if disconnected. This took 90 minutes. I found out that their call service is overseas. How can a company that deals with claims for elderly have their customer service so unattainable? How are elderly supposed to work this way. I have more to say recording my experience.

  Business response

  10/15/2021

  Hello,

  Attached please find our response to your file # ********; also sent via fax.

   

  Thank you.

*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. ↩