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Complaint Details

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Initial Complaint
11/25/2024
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 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
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
07/05/2024
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.
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
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 response
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
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
06/21/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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
04/30/2024
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 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
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 response
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
02/20/2024
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.
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
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
11/06/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
11/14/2023
Dear Ms. Stanford,
Attached is our response to Complaint ** *********

Sincerely
Customer response
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,

******* ************
Initial Complaint
10/26/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I cancelled the policy under the free look period. I made a request to have funds sent to me and the Company did so but explained there would be a tax consequence. I did NOT cash the check and asked them to correct the issue by cancelling the check and sending the funds to a new company. This process is done all the time with annuity carriers. They were asked to send the funds to a new carrier but they refused. They can EASILY help rectify this problem but refuse to help. I sent them a new form to send the funds to ** ****. Because they are not helping, it will cause harm to me personally and an undue tax burden. They could have done this from the beginning but instead refuse to help.
Business response
11/03/2023
November 3, 2023
This communication is in response to your communication regarding the MassMutual Ascend
Life Insurance Company) contract referenced in your email for ID ********.
Our review shows a request to cancel a check sent to the client and send the funds to a new
company. We received the paperwork from the new carrier on October 27, 2023. The
paperwork is currently being processed and the funds are due to go to the carrier next week.
We apologize for the delays the complainant experienced.
For any further questions about this matter, the complainant may contact our Compliance
Department representative at ###-###-####. You may also reach us by fax at ###-###-####.
Customer response
11/04/2023
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.
I will be checking with the carrier, ** **** this week to make sure they have received my funds directly from Mass Mutual.
Thank you for helping me with this very important matter

Regards,

****** **********
Initial Complaint
10/01/2023
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.
This business continues a trend of being defiant, abusive and unresponsive to a Power of Attorney/Attorney in Fact relationship for one of their inherited clients from their recent acquisition of Great American Life Insurance Company. Specifically I have been trying to surrender annuity contracts for my mother-in-law, ****** ** ****, who is homebound and in hospice care. The first contract was surrendered with great angst, difficulty and rudeness and shortness from telephone and online agents. All of the proper POA forms as well as an additional POA "certification" form were submitted as part of the surrender of IRA fixed annuity contract **********. Now it has become time for the surrender of contract ********** and this company has developed instant amnesia regarding the prior transaction and all of the requested paperwork that was provided. This past week, while on an online chat with agent, online access was terminated saying they did not have the proper POA authorization and paperwork (even thought it was perfectly in order and acceptable for the previous contract surrender **********.) At every turn, this company treats clients funds as if they are their own and they have no intention of releasing them without creating as much angst, confusion and shock as possible to anyone who has to encounter their "customer service"/call center agents. Now online access has been terminated, even though it was originally set up with ****** ****** permission, so I have no idea how a POA is supposed to continue to communicate with this terribly unresponsive, uncaring and glib culture. This woman needs funds for end-of-life care at home.
Business response
10/09/2023
October 9, 2023

This reply is in response to your communication regarding the MassMutual Ascend Life Insurance
Company (“MassMutual Ascend”) contract referenced in your message for complaint ID ********.
MassMutual Ascend processed the surrender request on October 4, 2023. As background, our Power of
Attorney (“POA”) Certifications are only valid for 1 calendar year. Since there were multiple contracts
involved, the POA documents were erroneously only placed in one of the contracts’ files. As such, our
company requested a POA Certification when receiving the former surrender request. While an updated
POA Certification would not have been needed for the prior surrender, we would have needed one for the
most recent surrender. We apologize for the delay and any inconvenience the owner and Power of
Attorney experienced.
Additionally, MassMutual Ascend understands the POA’s frustration regarding their phone conversation
on July 5, 2023. We had our management team review said call. MassMutual Ascend always strive to
provide the best customer service for our clients. We apologize for the service issue experienced by the
POA.
For further assistance with the owner’s account, the owner or POA may contact our Customer Service
group at ###-###-####. For any further questions about this matter, the owner or POA may contact our
Compliance Department representative at ###-###-####. They may also reach our Compliance
Department by fax at ###-###-####.
Initial Complaint
08/16/2023
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.
See attached
Business response
08/24/2023
August 24, 2023
Dear ***** ********,
The purpose of this letter is to provide you with MassMutual Ascend Life Insurance Company’s
(“MassMutual Ascend”) response to your letter regarding ** ********* MassMutual Ascend appreciates
the opportunity to respond to the policy owner’s complaint...
For background purposes, MassMutual Ascend was previously named Great American Life Insurance
Company (“GALIC”). In December 2021, GALIC responded to the policy owner’s concerns regarding
his monthly premium amount and the drafting of the premium from his bank account.
In GALIC’s 2021 response to the policy owner, the policy owner was informed of the following:
* The policy was a renewable term policy with an initial 15-year guaranteed term.
* Before the initial 15-year term ended, his policy would automatically renew for the next policy
year.
* The new premium amount would be automatically drafted from his checking account unless he
notified the company to cancel the monthly automatic bank drafts to pay his monthly premium.
Additionally, the following should be noted:
* Prior to its 2021 letter to the policy owner, after the end of the policy’s 15-year term, GALIC
annually sent premium increase correspondence to the policy owner and informed him that
GALIC would continue to draft premium payments from his checking account unless he
instructed GALIC to stop the monthly bank draft for his premium payment withdrawals. GALIC
spoke with the owner in September 2018, went over his premium increase for the year along with
confirming his policy information. The owner did not request that GALIC stop the automatic
bank draft at this time. Once the owner instructed GALIC to stop the monthly bank draft in
October 2021, the draft payments were immediately stopped.
Based on the information provided above, MassMutual Ascend respectfully declines the owner’s request
to refund the premium amounts drafted from 2016-2021.
For any general questions, the owner may contact our Customer Service group at *************** For
any further questions about this matter, the owner should contact MassMutual Ascend’s Compliance
Department representative at ************. The owner may also reach the Compliance Department by
fax at ************.
Customer response
09/01/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
GALIC needs to furnish the documents that were initially signed and stated that GALIC would continue to debit my account after the 15-year date.. The notifications that were sent to inform me of the continuation of debits to my accounts after the 15-year policy had ended as well as the increase.

Respectfully

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

Business response
09/08/2023
September 8, 2023

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

The purpose of this letter is to provide you with MassMutual Ascend Life Insurance Company’s
(“MassMutual Ascend”) response to your September 1, 2023, letter regarding ** ********* MassMutual
Ascend appreciates the opportunity to respond to the policy owner’s additional comments.

As requested, we have mailed copies of the documents directly to the policy owner.

For any general questions, the owner may contact our Customer Service group at **************. For
any further questions about this matter, the owner should contact MassMutual Ascend’s Compliance
Department representative at ************. The owner may also reach the Compliance Department by
fax at ************.
Initial Complaint
07/26/2023
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.
May29, 2023 I mailed completed annuities forms that I had to made a 2nd copy of in order to request that both annuities be surrendered (closed) and my funds which have matured sent to me so that I can invest the funds where I they will earn higher yields. At that time each were worth more. Now they have dropped dramatically. I have attempted to communicate with the company by phone for I don't own a computer and my eye sight and brain don't function well together for long periods of time. I'm under doctor care. Last communication at 7am was with **** who stated I did not check the surrender box and that was the hold up. She said she needed to speak to a supervisor and while I was on hold for some time the line went dead, I was hung up on. I called back and was told my wait time would be one minute and after 30 minutes I gave up and decided I was getting the run around and it was time to ask for the Better Business Beaura to step in and advocate for me for when I checked on my annuities in May they were worth almost 3,000 plus and now they are down to 2000 that is a big drop. This is shameful, I could of had that money making 4.0 percent interest Please help me before I loose everything for the agents don't communicate with me and they live in AZ and the last time I spoke to the one he never followed through with what I asked him to do. That was just before the pandemic. Sincerely **** *****
Business response
08/02/2023
Dear Ms. *********
Attached is our response to the above complaint.

Sincerely
Customer response
08/02/2023
Better Business Bureau:

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

i never received any phone calls from Mass Mutual to discuss a resolution to closing out my accounts. I asked when I did talk to **** for her to send me the forms that they claimed I did not mark the box on and I'd mark the box that was not done. I even offered to fill out a whole new set of forms for the two annuities and the company never mailed me the forms. They could even have their Agents in Arizona contact me and that has not happened. No, I just want my funds and we are finished please and thank you.

Regards,

**** *****

Business response
08/10/2023
Dear Ms. ********
Attached is our response.
Sincerely

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