Business Profile

Insurance Companies

MassMutual Ascend Life Insurance Company

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Complaints

This profile includes complaints for MassMutual Ascend Life Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

27 total complaints in the last 3 years.
7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:04/04/2025
Type:Service or Repair Issues
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 am power of attorney for my mother who has an annuity with Mass Mutual Ascend. I simply need her tax forms for 2024. I set up an online account and can not get into it. When I call the number listed for assistance, I am taken through a circular loop where I cannot find a way to speak to a human. It is INCREDIBLY frustrating!!! I have called multiple times and wasted hours of my time. Today after 45 minutes I finally got through to a human, I think his name was Cody or Corey. He said he would email me the tax forms and I checked tonight and have not received them. My time is valuable and this is a horrendous way to do business. You can't get help by phone or online and nothing works. I assure you I will never use this company for myself after this experience. I do not have hours more to waste on this. I need the tax forms ASAP and to be able to get into the online account that we set up. That simple!! Shame on any company that makes it so difficult to get information or help.
Business Response
Date: 04/14/2025
April 14, 2025

This reply is in response to your communication regarding the MassMutual Ascend Life
Insurance Company (“MassMutual Ascend”) contract referenced in your email for ID ********.
Our review shows we mailed the 1099R in January. ******* ******** requested a copy of her
mother’s 1099R on April 4, 2025. On April 7, 2025, the phone number was updated, the email
was added to our system, and we sent ******* a copy of the 1099R. One of our representatives
called ******* on April 8, 2025, to provide web assistance and left a voice message. To date, we
have not received a call back.

For any further questions about this matter, the complainant may contact our Compliance
Department representative at ###-###-####. You may also reach us by fax at ###-###-####.
Initial Complaint
Date:01/27/2025
Type:Service or Repair Issues
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.
Lack of Service/Demand for MassMutual Ascend to Restrict Account by Court Order. I am the Court-appointed Conservator for the MassMutual Ascend (heretofore referred to as MMA) Annuity account owner—see MMA’s letter acknowledging such dated 12/10/24.. On 12/20/24 I mailed a parcel of legal documents to MMA via USPS Express Delivery (tracking nmbr assigned/signature receipt required, see attached) with an urgent request to retitle, restrict and provide an accounting for this account by Court Order utilizing the Proof of Restricted Account from Financial Institution provided. USPS identified the aforementioned parcel was picked up by an MMA “Agent” on 12/27/24. From 01/03/25 to 01/16/25 I repeatedly contacted MMA Customer Service reps/supervisors to discern if the request had been forwarded to Legal Services for review and action. I was consistently told by MMA that they could not locate documents, despite me providing the tracking number assigned and reiterating that this was an urgent matter required to comply with a Court Order. The only courtesies afforded: repetitive supervisory assurances the matter would be escalated. On 01/16/25, I faxed the contents of the originally mailed parcel to MMA as it became clear no measures were taken by MMA to locate the documents (evidenced by the sheer lack of updates to the account record pertaining to requests and calls I had previously made. Reps are required to annotate reasons for accessing acct to maintain acct integrity). On 01/20/25 I called MMA to see if any action had been taken based on the fax I sent and was told it was extremely busy time of year and that no firm date of review/action could be provided. I requested an email or letter from MMA to that effect so that I could proffer it to the Court and was denied such. I demand MMA complete the Proof Form *** 28 Jan 2025 and overnight mail it to ******** Law Firm’s address (attached), or submit a letter of denial with legal premise specified.
Business Response
Date: 02/03/2025
***** ********, Marketplace Resource Consultant February 3, 2025
Ohio Better Business Bureau Re: ********
1 E. 4th Suite 600 Owner: ***** ****
Cincinnati, OH 45202 Complainant: ******** ****

Sent via BBB Online System

Dear *** ********:

This correspondence is a response to your letter dated January 27, 2025, regarding the above referenced
MassMutual Ascend Life Insurance Company (“MassMutual Ascend”) annuity contract. I appreciate the
opportunity to respond to your concerns.

Our review of this matter shows we first received Guardianship/Conservatorship documentation on
November 20, 2024. We confirmed to ******** **** on December 10, 2024, and again on December 18,
2024, that we were able to provide her with information.

On January 16, 2025, MassMutual Ascend received another copy of the Guardianship/Conservatorship
documentation and a request to complete a Proof of Restricted Account From Financial Institution
document. On January 23, 2025, we sent the signed form back to the guardian, but unfortunately, the
form itself was not completed.

We are having a new Proof of Restricted Account From Financial Institution completed and signed and
we will overnight mail it to the guardian at our expense.

I hope this information is helpful. If you have any questions, please contact me at ###-###-####. You
may also contact me via fax at ###-###-####.

Sincerely,

Nicole W.
Senior Compliance Specialist
Customer Answer
Date: 02/03/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

The Proof Forms were indicated, via USPS Tracking, as having been picked up and signed for by a MassMutual Agent, Jared T*******, on 27 Dec 2025 well before the 16 Jan 2025 date indicated in MassMutual’s response. (Ref attachments)

Additionally I requested both in my original 18 Dec 2024 cover letter parcel mailing (via USPS Express) to MassMutual Ascend and in my BBB Complaint the completed, signed and notarized four-page Proof Form be sent to:

******** Law Firm
Attn: ******** ******
**** ** ***** ***** **** **
********* ** **********
Tele: ###-###-####
Fax: ###-###-####

Given the impending ******* Court deadline, I request MassMutual Ascend overnight mail deliver completed, signed and notarized Proof Forms to ******** Law Firm as requested—given the poor handling of this matter.

To have MassMutual mail them to me as the Conservator in *******, will unnecessarily impact ********* Estate financially to then have to pay for a follow-on expedited delivery to ******* to meet the Court’s due date.

Regards,

******** ****
Initial Complaint
Date:01/09/2025
Type:Service or Repair Issues
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 sent a withdrawal request form in. The form has a huge spot to update my address. I filled it out completely. They sent the check on Dec 19, 2024 to the old address listed in their system. When I spoke to them, Alisha repeatedly told me that check was sent to address on file. I repeatedly told her the form included spot for updating address, which was filled out. I asked why the system was not updated with my new address. She put me on hold. I've been waiting almost a month. I don't desire to wait longer due to their lack of professionalism. I called back and spoke with Heather who said it would take days to stop payment and reissue new check. I don't know how they will reissue if they don't update address. I will be removing my policy from them. If they can't even update an address, I don't want them handling my money.
Business Response
Date: 01/17/2025
January 17, 2025

This reply is in response to your communication regarding the MassMutual Ascend Life
Insurance Company (“MassMutual Ascend”) contract referenced in your email for ID ********.
Our review shows the Trustee requested a withdrawal on November 18, 2024, with an address
change. We sent an email alert (“e-alert”) advising her that the signature page was not dated,
and that we provided new forms. On December 12, 2024, our office received withdrawal forms.
On December 17, 2024, our staff processed the withdrawal, and on December 18, 2024, a check
for $5,000 was mailed to the Trustee’s prior address.

Our office received a call from the Trustee on January 9, 2025, informing us that there had been
an address update on the withdrawal form. Our staff corrected the processing error and a stop
payment was made on the check that had been mailed. On January 10, 2025, we updated the
Trustee’s address and mailed confirmation letters. We reissued a new check for $5,000.00 and
mailed it overnight delivery to the new address.

We apologize the address change had been overlooked and for the inconvenience the
complainant experienced. Our records show the check was delivered on January 14, 2025.

For any further questions about this matter, the complainant may contact our Compliance
Department representative at ###-###-####. You may also reach us by fax at ###-###-####.
Initial Complaint
Date:01/09/2025
Type:Service or Repair Issues
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.
As a retired educator with over 41 years of experience serving as a teacher, administrator, and site instructor, I feel compelled to share my concerning experience with Mass Mutual Ascend (formerly ***** ********). I invested funds with this company as part of a group of educators, and my investment was confirmed to still be valid after the company's name change from ***** ******** to Mass Mutual Ascend. However, when I recently attempted to access my funds, I encountered a deeply troubling situation. After weeks of waiting for a response to my withdrawal request, I was informed that my policy had been closed and completely removed from their computer system. This left me with no choice but to seek legal representation to protect my interests. The handling of my case raises serious concerns about Mass Mutual Ascend's commitment to their customers, particularly longtime clients from the education sector who trusted them with their investments. The lack of transparency and proper record-keeping of my policy is especially disconcerting for a financial institution responsible for safeguarding their clients' investments. This experience has been both stressful and disappointing, especially considering my decades-long career in education and the trust I placed in this institution with my funds. ****** ****** ****** ******************
Business Response
Date: 01/14/2025
January 14, 2025

This reply is in response to your communication regarding the MassMutual Ascend Life
Insurance Company (“MassMutual Ascend”) complaint #********.
MassMutual Ascend is unable to locate a contract for the name provided. We ask that Ms.
****** provide her contract number so that we may continue this investigation.
For further questions about this matter, please contact our Compliance Department
representative at ************. You may also reach our Compliance Department by fax at ***-
*********
Initial Complaint
Date:11/25/2024
Type:Service or Repair Issues
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 start this process on October 30, 2024 I follow the step that had to be done. I fill out all of the MassMutual forms and wrote them a letter telling them how to do my taxes and I did call on November 8, 2024 to make sure they do not have any questions or concerns. Call back on November 15, 2024 and they still have not process my forms. I call back on November 18, 2024 and they say my money will be in my account on November 22,2024 and fund out they put the money in another person account. Now they are saying it will take another 5 business day to put my money in my account. Why do I have to wait for my money. It was their mistake and they do not what to say it.
Business Response
Date: 12/02/2024
December 2, 2024

This communication is in response to your communication regarding the Annuity Investors Life
Insurance Company (“AILIC”) contract referenced in your email for ID ********.
Our review shows the owner requested withdrawal form on October 29, 2024, which were
sent. On November 7, 2024, AILIC received the surrender forms and other required
information. Several calls were made by the client to our home office between November 20th –
November 22nd, resulting in the owner speaking to management. AILIC processed the owner’s
request to send funds by Electronic Fund Transfer (“EFT”) on November 18, 2024.

On November 22, 2024, we received notice from the bank of a problem with the EFT . After a
correction of our processing error, the funds were sent by EFT on November 22nd.
We apologize for the inconvenience the complainant experienced. A more detailed response
will be sent directly to the owner.
For any further questions about this matter, the complainant may contact our Compliance
Department representative at ###-###-####. You may also reach us by fax at ###-###-####.
Initial Complaint
Date:07/05/2024
Type:Service or Repair Issues
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.
This has been a very frustrating process. I have filed the claims exactly as Mass Mutual agents have instructed, only to be rejected time and again. I originally reached out to MassMutual in 2023 after my grandfather had a significant stroke and I took over all of the care for him and for my grandmother. At that time, I asked that their beneficiary be changed to me as I was their legal representative. I was told I needed to submit a beneficiary change form, as well as a copy of the Power of Attorney that authorized me to make these changes. I faxed all the requested information to Mass Mutual in April 2023. My grandparents both passed away in March 2024 so I filed the claims paperwork. It was only then that I found out that MassMutual never processed the beneficiary change forms. For my grandmother's policy, benefits were paid to their surviving child, and that is resolved. For my grandfather, I have been given multiple different denials. I do not understand why my grandfather's policy, which is exactly the same as my grandmother's, can't be handled in the same fashion. There is no logical or legal reason why MM cannot simply pay this to their son as they did for her policy. They died 5 days apart and had the same policy and same beneficiaries. To make their descendants jump through completely different hoops is arbitrary and unfair, not to mention unkind after dealing with significant healthcare issues and loss. Not only has this been time-consuming and frustrating, but your agent (Fred) is extremely unprofessional and unkind when dealing with grieving relatives.
Business Response
Date: 07/08/2024
July 8, 2024

This reply is in response to your communication regarding the MassMutual Ascend Life
Insurance Company® (“MassMutual Ascend”) complaint #********, ****** ****.
MassMutual Ascend needs additional information in order to review the above complaint. We
ask for the contract number and full name associated with this case.
For further questions about this matter, the owner may contact our Compliance Department
representative at ###-###-####. The owner may also reach our Compliance Department by fax
at ###-###-####.
Customer Answer
Date: 07/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Mass Mutual has asked for the following information:
Policy holder: ****** *******
Policy number: **********
Policy holder: ******* *******
Policy number: **********
These are my grandparents, who both passed away in March 2024. As their power of attorney and legal representative, I have been working on closing their accounts and making claims on their life insurance policies. In every instance (ie: banks, social security, other life insurance policies they had) this has been a smooth process. The one exception is Mass Mutual with my grandfather’s policy. Mass Mutual has rejected my attempts multiple times with very little help as to what they need. I do not understand why they can’t handle my grandfather’s policy the same way the handled my grandmother’s policy. The policies are exactly the same and they passed away five days apart. I shouldn’t have to continue to jump through arbitrary hoops to get this done. Additionally, I have emailed their agent multiple times with no response, and “Fred” with their claims department was rude and unhelpful.

Regards,

****** ****
Business Response
Date: 07/30/2024
July 29, 2024

***** ********, Marketplace Resource Consultant
Better Business Bureau
1 E. 4th, Suite 600
Cincinnati, OH 45202

Sent via BBB Online System

Your File Number: ********
Owner: ****** ******* (deceased)
Complainant: ****** **** (granddaughter)

Dear *** ********:

This correspondence is a response to your letter dated July 20, 2024, regarding the above referenced
MassMutual Ascend Life Insurance Company (“MassMutual Ascend”) contract. I appreciate the opportunity
to respond to your concerns.

MassMutual Ascend has addressed the difference in the handling of *** **** two grandparents’ claims in
our letter to *** **** dated July 15, 2024. On the pending claim, ******* ******* was the designated
beneficiary, and no contingent beneficiary was designated. Under **** Code § 75-2-702, a designated
beneficiary must survive the owner by at least 120 hours. In this case, ******* did not survive ****** by 120
hours. Therefore, the beneficiary defaults to the Estate of ****** *******. Unfortunately, our claims
department incorrectly informed *** **** that the beneficiary was the Estate of ******* *******.

In order for our company to make the remaining claim payment, we need Letters of Testamentary for the
Estate of ****** *******. If the Estate of ****** ******* has not been opened, then a **** Small Estate
Affidavit may be used. The persons claiming under the affidavit would either be the beneficiaries under
****** ********* Will, or, if he died without a Will, his heirs under **** law. Please provide a copy of
****** ********* last will and testament or certify that he died without one. We need claim forms from
the beneficiaries under the Will or heirs and Know Your Customer forms. We need IRS Form W-9 for the
Estate of ****** *******. We need a Claim Withdrawal form from ****** ****.

I hope this information is helpful. If you have any questions, please contact me at ###-###-####. You
may also contact me via fax at ###-###-####.

Sincerely,

Nicole W.
Senior Compliance Specialist
Initial Complaint
Date:06/21/2024
Type:Customer Service Issues
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 been on hold almost continually for 2 days with customer service. After about 45 minutes, the call will disconnect and I have to start over. I withdrew some money from an annuity, which they directly deposited into my checking account. A week later, my bank notified me that they requested the money be returned. This started a problem with my checking account being overdrawn because I had already written checks based on the confirmation that they deposited the money and it was available to me. I have also e-mailed the customer service address listed on their website but have received no response. I can't find any contact info on the website other than the customer service phone number and e-mail address. I have tried to set up an account on their website, but keep getting an error message that the information I'm providing isn't accurate. It won't let me go any further. I have been in contact with my bank and they say there is nothing they can on their end because the request that the deposit be returned to MassMutual Ascend is coming from MassMutual Ascend.
Business Response
Date: 06/28/2024
June 28, 2024

This reply is in response to your communication regarding the MassMutual Ascend Life
Insurance Company (“MassMutual Ascend”) complaint #********.
MassMutual Ascend emailed and mailed the complainant directly regarding her concerns.
For further questions about this matter, please contact our Compliance Department
representative at ###-###-####. You may also reach our Compliance Department by fax at
###-###-####.
Customer Answer
Date: 07/03/2024
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.

Regards,

******** ********
Initial Complaint
Date:04/30/2024
Type:Service or Repair Issues
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 am 100% beneficiary to the ***** ** ******* Mass Mutual Ascend annuity policy. She passed on June 28, 2023, and I have yet to receive the money from her policy. I was told I would receive it within 7-`10 days. This dispute has been going on since July of 2023. I talked to customer service representative, "Fred" who insinuated that elder abuse was involved, which I proved wrong, then was passed on to "Hope," the supervisor at Customer Service. I have provided documentation after documentation proving that I am the beneficiary, not Barb C******, whom was the prior beneficiary in 2022. By December of 2023 I was told that the Fraud Department was handling the case. His name is Rick L*** and I have been in contact with him numerous times. But by January 12, 2024, He passed it on to their Legal team, which consists of one lawyer. Rick L*** will not put me in contact with such "Legal team" and just keeps saying he will get to it sooner or later. I have retained an attorney since they will not return my calls and/or emails. The only contact person I have is Rick L***, and he has not answered my phone calls, texts or emails. I have been told that this lawyer will contact my attorney, but crickets!! My attorney has not heard a word from them. This company is beyond crooked and corrupt. I have video evidence of ***** calling Mass Mutual Ascend changing the beneficiary to me on June 20, 2023,and a letter from them stating that I am 100% beneficiary of this annuity. I am beyond angry and am forced to begin legal proceedings against Mass Mutual for withholding my payment!! Somebody needs to do something about this fraudulent company and put an end to their deceitful representation. It seems like no one works there since you can only talk to the customer service. I deserve to hear from this lawyer right now! My attorney has no one to contact in this matter, except to correspond through their mailing address, which is sketchy to say the least!! **** ** *****
Business Response
Date: 05/07/2024
May 7, 2024
***** ********, Marketplace Resource Consultant
Ohio Better Business Bureau
Re: ***** ******* (dec’d)
Complaint# ********
Cincinnati, OH 45202

Sent via BBB Online System

Dear *** ********:

This correspondence is a response to your letter dated April 30, 2024, regarding the above referenced
MassMutual Ascend Life Insurance Company (“MassMutual Ascend”) formerly known as Great
American Life Insurance Company® annuity contract.

**** ** ***** was the caretaker of our deceased owner. There is no familial relationship. As *** *****
is well aware, we have competing beneficiary claims. Due to the complex nature of the issues
surrounding this claim, we will continue to be in direct contact with the parties involved, including ***
*****. Due to the public nature of Better Business Bureau responses, it would be inappropriate to
provide the details surrounding this disputed claim. We will provide a more detailed response to ***
***** directly.

I hope this information is helpful. If you have any questions, please contact me at ###-###-####. You
may also contact me via fax at ###-###-####.

Sincerely,

Nicole W.
Senior Compliance Specialist

Customer Answer
Date: 05/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

**** *****
Initial Complaint
Date:02/20/2024
Type:Service or Repair Issues
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 Sister was Executer of my Mother's Estate. My Mother left my Brother & I money. But Mom was married & her husband had to sign off if he did not want any of it. I have no idea where the process is. It has been over 2 moinths so I called MassMutual Ascend Life Insurance Company they said it was in their legal dept & they can not call them that they don't have the phone# for them. No way to contact them. That is unbelievable. I spoke with a Supervisor named: Hope K*****. She gave all this information to her boss. He called me & sent a response to their legal dept & he has not heard back. Which is not unusual. He will call me when he hears something. I need to know what is going on & when we will hear something. I am talking approximately $90,000 per person we are waiting on.
Business Response
Date: 02/27/2024
February 27, 2024

This reply is in response to your communication regarding the MassMutual Ascend Life
Insurance Company contract referenced in your email for ID ********.
MassMutual Ascend Life Insurance Company completed our review of the complainant’s
concerns. Our company has a legal responsibility to comply with state law. The state that the
owner died in is a community property state. As such we needed to conduct legal research to
determine to what extent we needed the consent of a surviving spouse in the payment of the
death benefit.
We received claim documents from the beneficiaries on November 18, 2023, and December 18,
2023. After determining we needed the surviving spouse’s consent to proceed with the death
benefit processing, we requested said spouse complete and return a form. Our company
received the completed form on February 21, 2024. As soon as we obtained said requirement,
we were able to proceed with the claim processing. MassMutual Ascend mailed the death
benefit proceeds to the beneficiaries on February 26, 2024.
For further assistance, the complainant may contact our Customer Service group at
***-***-****. For any further questions about this matter, the complainant may contact our
Compliance Department representative at ###-###-####. The complainant may also reach our
Compliance Department by fax at ###-###-####.
Initial Complaint
Date:11/06/2023
Type:Billing Issues
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.
On October 9, 2023 I called *** one of the clerks who handles my account with MassMutual Ascend #*********4 and instructed her to close out this account forthwith and send me my money. She said that she would and 2 days letter I received an e-mail from her stating she wanted me to do a voided check and e-mail back and she would close the account & send me my monies. That was the last I heard from her she started screening my calls and totally dropped the ball regarding the account closure and the return of my monies. So I called her boss **** the owner of Dynamic Wealth Management to find out why she was ignoring me and nothing had been done to close my accounts out. I had him on speaker phone so I have witnesses to the following: He began screaming at me in a bullying manner and basically indicating he was not going to close the accounts. I called again later when he had not done anything to close the accounts and once again he immediately started shouting at me over the phone abusively... again there were witnesses. He said he had e-mailed me some information which he had in fact not sent ... it was a ruse. On the other account I asked him to close and return my monies the balance immediately began to drop and currently is still dropping evidently from his unauthorized trading. I am having to file complaints as he is making money off of my accounts and refusing to close them out.
Business Response
Date: 11/14/2023
Dear Ms. Stanford,
Attached is our response to Complaint ** *********

Sincerely
Customer Answer
Date: 11/20/2023
Better Business Bureau:

I have been in touch telephonically with MassMutual and it appears at this point we will reach a resolution.

Regards,

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

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MassMutual Ascend Life Insurance Company

MassMutual Ascend Life Insurance Company

MassMutual Ascend Life Insurance Company

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MassMutual Ascend Life Insurance Company is NOT a BBB Accredited Business.

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MassMutual Ascend Life Insurance Company is NOT a BBB Accredited Business.