ComplaintsforJohn Hancock Financial Services, Inc.

• Initial Complaint

  09/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ****** on 09/27/2021 stated unable to put me through to a manager to resolve right away. Request was made on September 9th, no one has contacted me back. I have made numerous attempts to contact them more than 3 times a week since. Last person I spoke to, I advised them that I would be filling a complaint with the bbb and their response was okay, I will just notate that on your account. No progress has been made. No contact from any supervisor, nothing. This company has done nothing but give me the run around for weeks and still have not received my disbursement.

  Business response

  09/29/2021

  Our Supervisor called this customer to address his concerns and apologize for his experience. The transaction has been processed. Our customer may call our supervisor directly with any follow-up questions.

• Initial Complaint

  09/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a travel insurance policy through **** Hancock travel insurance, including a premium "cancel for any reason" policy. The policy statement would provide coverage for any "non-refundable" payments arranged in advance. However, when filing a claim with multiple such pre-arranged payments (an airline ticket, a group trip booking, and a necessary antibody test to enter a travel-restricted country), the insurance agent simply denied that any of these were covered. The agent choose to interpret a time-limited trip exchange offered by the airline as a "refund", despite no language in the policy indicating that this was the case (refunds are well defined in the English language: you get your money back). She also said that "it's not clear what trip expense this is related to" in response to an item that was clearly labeled on my claim form, and described in further detail in the initial policy purchase form.

  Business response

  09/24/2021

  
  Thank you for bringing this claim to our attention.  We have requested that the underwriter of this product, Starr Indemnity, provides an additional review of this claim, and the documentation provided, to validate the loss for this claim. If there are future travel credits/dates made available, there is no loss to be paid by the insurance company.Tell us why here...

  Customer response

  10/02/2021

  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. 

  While I appreciate the offer to review the claim, your statement that "If there are future travel credits/dates made available, there is no loss to be paid by the insurance company" is simply not an element of the policy that I paid for (I attached it to the complaint for your convenience). To say it another way, the policy stipulations you are citing don't appear in your own carefully constructed policy statement.  The only mention of "credits" in this sense appears under the definition of "payments and deposits", and in that case actually states that they do not count "towards the cost of Your Covered Trip." Clearly, you do consider payment and credits to be separate things when it is your own money on the line.

  A "refund" is a narrowly defined term in the English language, and given that you chose not to define it separately in your policy statement, I fully reject your interpretation.

   

  
  
  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

  11/05/2021

  Please see attached response

• Initial Complaint

  09/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently ask for a loan at this company. I made a mistake and put an extra number on my account info so they couldnt direct deposit into my account. I call and see what else can be done if I need to change the account so I can get again the direct deposit but they say no , that I have to fill up some paperwork and send it to my employer for them to sign too and they can send it to them so **** Hancock send me a check for the amount. They told me it takes 10 days for the check to arrived. It took them 15 days for the check to arrive and the check was mail to GA to my employer and Im in *******. Why this happens I dont know but by that time I told them to cancel the check because I havent see it or my employer. This is been for about a month now, so I told them to cancel the check so I can get it back as a direct deposit and I dont have to worry about it or loose in the mail again. They promised me that the direct deposit will be done in 4 days and nothing hasnt been done.

  Business response

  09/23/2021

  A representative has been trying to contact our customer over the phone these past few days to address his questions. Our representative has left a voicemail with his contact info. The customer's payment was reissued a few days ago with the updated information that was provided to us. Our customer may call our representative to discuss further his concerns.

• Initial Complaint

  09/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have **** Hancock 401k plan since 2019. Contract Number: ******. I sent questions about my plan to JH rep via our HR last and early this year but haven't heard anything back.1. I started contributing to my plan since Nov 2019. Later, they found out I was not eligible until 2020 and needed to refund to me. I have been allocating my money into ******************* JHOXX (since Nov 2019) and Vanguard ST ********** Grade - VFSUX (since Feb 2020). The refund was for 2019. I would expect the refund to be withdrawn from the ****************** But they sold part of the other fund without my consent.2. I have been investing in these funds for quite some time. But I have not seen any dividends or interests posted to my account. I have been tracking my traded price of each transaction and they are all below the current fund value. My account is still down more than $300.As a customer, I feel little trust in JH and need explanation. I prefer in writing. Please contact me via email.

  Business response

  09/21/2021

  Our Representative was not able to speak to our customer to address the questions and concerns. Our representative has left his contact information so that our customer may call back to discuss all the issues.

  Customer response

  09/25/2021

  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 see some missed calls from unrecognized number without leaving a voice mail.  Please call again and leave contact person name/direct number if I missed the call.

  
  
  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,

  Hans

   

   

  Business response

  09/30/2021

  Our representative has left voicemails with her contact information. She will reach out again to our customer to address his questions.

• Initial Complaint

  09/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **** hancock has a 401k in my name and despite more than 3 requests over the course of a year, ignores my requests to have MY MONEY transferred to another 401k. when i call them they tell me the request expired (their fault) and to file another one, which takes about ***** minutes to do... but they just continue refusing to give me my money. this is obviously a ponzi scheme if they refuse to give you your own money. this complaint is the last opportunity i'm giving before i hire a lawyer and *** for my money back.

  Business response

  09/20/2021

  We were not able to contact our customer over the phone. Our Rep has left a voicemail with his contact info so that our customer can call him back. As the ****** service provider, we can only process a withdrawal when approved and instructed to do so by the plan sponsor (the employer that offers the 401(k) Plan). The plan sponsor is responsible for determining who is eligible for a withdrawal based on the plan's 401(k) document. Approving a withdrawal request, such as this one, is up to the plan sponsor. Once a request has been approved, we can process the transaction.

• Initial Complaint

  09/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get my 401k cash out for over a month! I did the correct paper work and my financial advisor did his part l, too! It was supposed to take **** business days for me to get my money but it has been well over 20 days. I have not been updated on my status and I was supposed to get my money weeks ago! It is hard to get into contact with an actual human too.

  Business response

  09/16/2021

  The transaction was processed. Our rep provided our customer her contact info should our customer have any follow-up questions.

• Initial Complaint

  08/31/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Hello, My name is *****************. I am an *********** care taker for a dear friend ************************ who is 84 years old. ************** has has a long term health care policy for 15 years with this company. ************** has always paid an entire years premiums up front for this policy for more than 15 years. During December of this past year ************** had finally needed to utilize his policy and have some home health. ************** still continued to make his yearly premium up to date by paying the $5,000 plus price tag that came with this policy. To date after daily faxes and phone calls, there has not been any payment to ************** or his family. This business is deliberately delaying payments and unwilling to sympathize or act accordingly to any request and claims that have been faxed, and mailed. All correspondence is replied with a "This will take 10 business days to review" answer. ************** has never been able to use one ***** of his policy even after the company sent out an adjuster and nurse.

  Business response

  09/17/2021

  Attached is our response to the subject complaint.  Thank you.

  Customer response

  09/20/2021

  [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,
  
  *****************

*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. ↩