ComplaintsforMassachusetts Mutual Life Insurance Company

Insurance Services Office

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Initial Complaint
05/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I am writing to complain about Mass Mutual's handling of my 403B retirement account transfer, which I believe violates both our plan administrators guidelines and possibly IRS rules. I initially contacted Mass Mutual to arrange the transfer of my 403B account to a new provider, which was approved by our plan administrator, Omni. During the transfer process, I encountered numerous inconsistencies and obstacles put forth by Mass Mutual, leading to undue hardship and frustration. Specific issues: Unauthorized Transaction Reversal: After successfully transferring my retirement funds to a new provider, Mass Mutual without warning or my consent, reversed the transaction. This act was taken without any prior notification and is concerning both legally and ethically. Misinformation and Inconsistency: Throughout the process, I've received conflicting information from various representatives at Mass Mutual regarding my eligibility for the transfer. Despite multiple confirmations from the plan administrator, ****, that the prerequisites set by Mass Mutual were not required, they continued to deny the transfer based on erroneous criteria. Failure to Comply with Plan Administrator's Guidelines: The plan administrator has confirmed that none of the reasons provided by Mass Mutual (including an old defaulted loan) should prevent the transfer of my retirement funds. Despite this, Mass Mutual has repeatedly used these as grounds for denial. The entire ordeal has spanned over three months and involved at least ten phone calls, each met with inconsistent responses and unnecessary delays. This situation has not only halted my retirement planning but has also led to significant personal distress and confusion. This ordeal has forced me to seek legal counsel. I request BBBs assistance in resolving this matter to ensure Mass Mutual addresses their discrepancies and prevents similar issues for others. Thank you for your attention to this critical issue,*****************************
Business response
05/20/2024
I am writing with respect to your email to MassMutual Customer Relations dated May 20, 2024 regarding ******** # ********. You have asked that we provide a response to ****************concerns.
While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address ********************* concerns. Please be assured we will research ********************************* concerns and address them directly with them.
I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.
Customer response
05/20/2024
Further information will be provided upon contact with Mass Mutual.
My complaint provided enough details.
Initial Complaint
03/29/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I surrendered 3 policies and kept 1. I have not received the payment owed for the 3 policies and am locked out of my account for all 4. I can't even pay on the one policy I'd like to keep. I was told by a supervisor that I wasn't who I am and she accused me of being someone else. I had to hang up on the call, even though I verified myself with all PII. I have never been treated so rudely and that female supervisor should be reprimanded. Please issue the payment for the 3 policies I surrendered and give me access back to my online account.
Business response
04/01/2024
I am writing with respect to your email to MassMutual Customer Relations dated March 28, 2024 regarding case ID# ********. You have asked that we provide a response to ********************* concerns.
While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address ******************** concerns. Please be assured we will research ********************* concerns and address them directly with them.
I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.
Customer response
04/01/2024
I have called numerous times and spoken to several managers. If I could get somewhere with the company, I wouldn't need the assistance of the BBB. I am continually told they are "investigating" the problem. I have been told different reasons as to why they will not issue the money for the 3 surrenders. I have attempted to resolve those issues without closure. I still don't have any answers on why I cannot access the online portal to pay for the one police I would like to keep. Again, I am tired of calling and speaking to managers and getting nowhere. I need the BBB to help me resolve this. I have been paying on these policies for 40 years and am concerned at this point that I'll need to contact my *********************** or the **** of ******** Affairs.
Customer response
04/23/2024

Better Business Bureau:

BBB called and spoke to the consumer, and they have confirmed that the business did reach out to them, and the matter has now been resolved.
Initial Complaint
03/07/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had long-term life insurance policy with MetLife. They sold it to MassMutual in June 2023. They are giving us conflicting information about the policy including the value if we would pass away. They are trying to charge me $333 a month to keep the policy up to date. They told us the policy is paid up now. I am not sure why they are still taking money out. They are requesting $1106.21 in order to regain coverage. They have been taking money out the account each month. We don&#**;t want to pay money we don&#**;t need to pay, but we don&#**;t want to lose our insurance we accumulated over our life time. Please call and explain these charges.
Business response
03/08/2024
I am writing with respect to your email to MassMutual Customer Relations dated March 8, 2024 regarding case ID # ********. You have asked that we provide a response to ************************* concerns.
While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address Martin S************ concerns. Please be assured we will research Martin S************ concerns and address them directly with them.
I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.
Customer response
03/12/2024

Complaint: 21400955

I am rejecting this response because:
Please be advised as of last Friday we received a check min the amount of $333 which they took out . We were told that we had a paid up policy and the amount of that policy would be xxxxxx number of $'s but we have gotten like 3 of 4 different amounts from different people. So we don't really know what the exact amount of the policy will be. All we need is a final amount to be paid upon my death.
you may reach us at:( ***********************) *********************************** the ** # is 21400955
THANK YOU.

Sincerely,

***********************************
Business response
03/20/2024
BBB has received notification from the business that a response to the matter was sent directly to the consumer, and at this time the matter should be resolved.
Customer response
03/22/2024

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
02/06/2024
Complaint Type:
Billing Issues
Status:
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.
Not receiving a monthly distribution from my Annuity as requested.. delays in wire transfer.
Business response
02/06/2024
I am writing with respect to your email to MassMutual Customer Relations dated February 6, 2024 regarding case# ************ have asked that we provide a response to *************************** concerns.
While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address *************************** concerns. Please be assured we will research *************************** concerns and address them directly with them.
I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.
Initial Complaint
01/19/2024
Complaint Type:
Product Issues
Status:
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.
On 1/11 I received and signed document to sever connection with advisor, I am transferring monies to Fidelity, When I received inheritance from my father I was under the impression I would have a say and access to accounts, I logged on (had to find out myself how to do this) and realized this was read only, Called advisor in December was told we'd go over everything after the holidays,,, (WHAT ?!?!?!?!) I was charges $22.78 for advisor fee a few times, I only want the one from January 11th returned to me, I was not under contract and no one was helping or doing anything on account, So basically you took money from account that belongs to me, Account is a Inherited **** account # *********
Business response
01/19/2024
I am writing with respect to your email to MassMutual Customer Relations dated January 19, ********************** # ************ have asked that we provide a response to *************************** concerns.
While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address *************************** concerns. Please be assured we will research *************************** concerns and address them directly with them.
I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.
Customer response
01/19/2024
attached email sent from representative from MassMutual saying I will not be reimbursed
Initial Complaint
01/19/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Mass Mutual sold their 401k business to another company called Empower Retirement. During the transition, they lost my 401k. I am now missing several thousand dollars and neither Mass Mutual or Empower know where my account is.
Business response
01/22/2024
I am writing with respect to your email to MassMutual Customer Relations dated January 18, ************* case ID # ************ have asked that we provide a response to *************************-persons concerns.
While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address *************************-persons concerns.Please be assured we will research *************************-persons concerns and address them directly with them.
I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.
Initial Complaint
01/02/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
January 01, 2024 pension benefit has not been deposited into my Bank account. Tried calling their Customer Service line several times this morning to receive a fast busy signal starting at 8 am. All their information states they are open at 8 am eastern time, but it is well past 8 am and I continue to get a fast busy signal. Social platform * does not have anything current for them and when I go on their web site to put in my information. All I get is the home page and nothing else.
Business response
01/02/2024
I am writing with respect to your email to MassMutual Customer Relations dated January 2, 2024 regarding case ID #********. This matter has been forwarded over to the correct area of business handling this matter. I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.
Customer response
01/02/2024

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
12/07/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We have been customers for twenty five or thirty years. We cant get anyone to call us to go over our policy like they promised when we bought. They keep taking and taking our good money and wont give us information about our policy or change the agent on the back if our bill every quarter who has retired and does not work for them
Business response
12/08/2023
I am writing with respect to your email to MassMutual Customer Relations dated December 7, 2023 regarding **** # ********. You have asked that we provide a response to ************************** concerns.
While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address ************************** concerns. Please be assured we will research ************************** concerns and address them directly with them.
I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.
Customer response
12/08/2023
My husband and I bought a life insurance policy twenty five years ago, our agent is retired and lives in ***** but Mass Mutual keeps printing the retired agents info on our invoice. We have been calling for a year trying to find out how to view our policy and to find out if it can start paying for itself, we have so many questions and need information. I want to speak to a professional not a customer no service agent. We are seniors, my husband is a veteran and we pay them good money every quarter and we have been mistreated and lied to every time that we call. How do we speak to a professional. Please call my husband
***********************. ************
***********************. ************
Business response
02/09/2024
I am writing with respect to your email to MassMutual Customer Relations dated December 7, 2023 **** # ********. You have asked that we provide a response to ************************* concerns. While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address ************************* concerns.
I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.
Customer response
02/09/2024
BBB has spoken to the consumer and has confirmed that she now considers the matter resolved.
Initial Complaint
09/14/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On September 15, 2020 I assumed power of attorney for my disabled niece, *************************. ****** had an *** with MML Investments which had approximately $26.000 in her account in the most recent statement I could find. I contacted MML to see if her account was still active and requested the current balance. I sent them the ***** of ******** document to indicate I am the legal fiduciary agent for ******. I was told that some "members" of their team wished to examine the document and would contact me. That was three weeks ago. Phone calls and emails have gone unanswered since then. I have asked the attorney to write a letter to MML to try to find out what the problem is. I'm not looking for a settlement, only information and possible access to the funds in the account if any so we can transfer the balance to my niece's bank. I have full legal authority to make this request of MML. We just need to know if ****** has any money left in the account. I really don't understand why they're stonewalling me. I really hope you can help.
Business response
09/14/2023
I am writing with respect to your email to MassMutual Customer Relations dated September 14, 2023 regarding case ID # ************ have asked that we provide a response to provide a response to *************** concerns. While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address ********************* concerns. Please be assured we will research ********************* concerns and address them directly with him. I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at **************.
Customer response
10/24/2023

Better Business Bureau:

My issue with Mass Mutual Life has been resolved satisfactorily. I'd like to close this ticket.

Sincerely,
***************
Initial Complaint
08/08/2023
Complaint Type:
Order Issues
Status:
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.
I have a Fixed Annuity with Mass Mutual contract number ********* that matured on 7/22/2023. As of 8/5/2023 that approx $325,000 in assets still had not been transferred back into my brokerage account. I want Mass Mutual to pay interest that would have accrued on my asset balance if had it invested in my ******** Money Market Fund. Mass Mutual has defaulted on its fiduciary responsibility in the matter and should not be trusted by anybody to manage their money. Before Mass Mutual puts in their boiler plate response that since they are highly regulated, they cannot respond to this, the fixed annuity that I invested in is not regulated by any federal agency.
Business response
08/08/2023
I am writing with respect to your email to MassMutual Customer Relations dated August 3, 2023 regarding case ID # ********. You have asked that we provide a response to ******* ********** concerns.
While MassMutual appreciates the work that the Better Business Bureau does, given the regulatory oversight which currently exists within the financial services industry, we do not believe that this is the proper forum to address ******* ********** concerns. Please be assured we will research ******* ********** concerns and address them directly with them.
I hope that this addresses your concerns. If you have any questions, or need additional information, please feel free to contact us at 1-800-895-6277.
Customer response
08/11/2023

Complaint: ********

I am rejecting this response because: Mass Mutual did not satisfactorily address my issue. I did not receive proceeds from my annuity into my ******** account until 8/8/2023

Sincerely,

******* ********

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