ComplaintsforMassMutual Ascend Life Insurance Company

• Initial Complaint

  03/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is the worst company to do business with. They lost my request for a withdrawal and then said it was a computer glitch. Have requested withdrawals and each time they ask for something different and now a notary for anytime I want my money.

  Business response

  03/31/2023

  Ms. *********

  Attached is our response to the above referenced complaint.

   

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been attempting to contact MassMutual Ascend (MMA) since they acquired ***** last year. I have called their numbers and waited hours for someone to answer the phone. I have left my phone number to be called back when a representative is available. NO one has returned my calls. I sent an email to them (Email Transmission Number *********) without a response. The problem seems to be that when MMA acquired ***** they did not "map" the data correctly from my bank in order to facilitate direct deposit. After several mailings from MMA, I sent them the requested Account Authorizations, but MMA requested from the bank that the money go into a checking account even though my authorization forms specifically indicated a savings account. This generated another "Invalid Account" statement from my bank to MMA and another request from MMA for more account authorizations. In addition, I attempted to contact MMA from their website to no avail. The two-part authentication on their login has an incorrect phone number listed for me and therefore I am not able to login. I was a customer of ***** for over 40 years and had no issues. For the past 10 years I have been receiving my annuity payments via direct deposit into my bank without a hitch. MMA seems incapable of doing this and contacting them seems impossible. I am not receiving my annuity payments and am very frustrated with MMA's job performance.

  Business response

  03/30/2023

  March 30, 2023
  
  This reply is in response to your communication regarding the MassMutual Ascend Life Insurance
  Company contract referenced in your message.
  

  We have reached out to the owner directly this afternoon at the email address provided regarding his
  concerns.
  

  For further assistance with the owner’s account, the owner may contact our Customer Service group at 1-
  ###-###-####. For any 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 ###-###-####.

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have filed a Claim for insurance as I am the beneficiary of my mother's policy. I am the 2nd person listed, but my father passed away also. I have downloaded my father's death certificate 3 times and they will not acknowledge receipt of it or give me the status of my claim as I have also requested by downloading letters I wrote. Every time I call the phone number there is over a 30 minute wait time and when I wait it eventually hangs up on me. They do not give me any contact information. No phone number other than the one I call or an email address of anyone handling my claim. I called an agent in my area in ******** and they had a similar experience. I want to know the status of my claim, they answered a question weeks after I asked it and I have another question but can never get through. I have tried multiple times. This is not only frustrating but they should give a contact number or email instead of a one-way no reply email they send to me. I am pending $8000.00 and I am scared I am being put off, scammed, or ignored.

  Business response

  03/30/2023

  March 30, 2023
  

  This reply is in response to your communication regarding the *********** ******* Insurance
  Company policy referenced in your email for ID ********. Please update your records to show
  the correct company name.
  

  Our review shows we were notified of the passing of the policy owner on February 17, 2023, by
  the complainant. On March 6, 2023, our office mailed a claim packet. We received some
  paperwork on March 9, 2023, and acknowledged receipt via an E-alert to the complainant’s
  email. A request for another document was made on March 9, 2023. On March 20, 2023, we
  received the needed information. We processed the claim and mailed the death benefit check
  on March 22, 2023. The processing of the claim met department time standards.
  

  We apologize for the inconvenience 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 ###-###-####.
  

  Sincerely,

   

  Teresa M*****

  Senior Compliance Analyst

   

   

   

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complete ineptitude of the organization and its customer service representatives. Myself and my siblings submitted death benefit claims providing all required paperwork and all of the (3 in total - who are named as beneficiaries on the policy) indicated we wanted to be notified of progress of claims processing - which did not happen. On 2/28 myself and my brother received our checks. I deposited mine and understood there was a 5 day waiting period. This morning I received an alert from my bank that the entire check amount was reversed and I was charged a penalty for a "bad check." I wasn't notified, have no idea why the check was reversed as was my brother's payment. My sister never received her check so she called yesterday and they informed her they "misspelled" her name so had to re-issue. Apparently, not only did they not pay my sister but they stopped payment on our checks too.

  Business response

  03/10/2023

  Dear Ms. *********

   

  Attached is our response to the above referenced case.

   

  Sincerely,

   

  Teresa M

  Compliance Analyst

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October of 2022, I met with Mr. Robert M at Citizens Bank in Mystic CT. and we discussed the purchase of an Annuity for a period not to exceed 3 years. After some discussion, we decided on a 3 year annuity, the American Freedom Classic 3, from Mass Mutual Insurance Co. The document I signed called for 4.55% interest to accumulate on the Original Deposit for a period of 3 years, at which time, the original deposit and the interest accumulated could be returned to me in its entirety without penalty. If I withdrew the funds early, it was understood that I would be subject to early withdrawl penalties of 8% in year 1 , 8% in year 2, and 7% in year 3- short of the maturity date of October 31, 2025. What I ended up receiving, was a contract from Mass Mutual Ascend (a separate division of Mass Mutual - previously known as Great American Insurance Co.) for a 6 year annuity with the same interest rates for the first 3 years, but an unknown (to be determined at a later date) interest rate for the next 3 years, and early withdrawal penalties of 6%, 5% and 4% for years 4,5 and 6. These were not provisions in the initial contract that I signed. This has resulted in nothing less than "Bait and Switch" tactics for Annuity assignment by Mass Mutual Ascend and I am asking that the specifics of the initial signed, 3-year Annuity Contract be applied to the funds that I sent to Mass Mutual.

  Business response

  03/03/2023

  Good Afternoon,

   

  Please review the attached response draft. 

   

  Thank you!

  Business response

  04/10/2023

  Good Afternoon,

   

  Please see the attached. 

  Customer response

  04/11/2023

  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.

   

  We are at a stalemate. Mass Mutual Ascend will not return the contract to its original terms and conditions, and I will not accept the solution of paying them a "bonus" to exit the contract in its current status.  So, we will continue as is for the foreseeable  future.
  
  Regards,
  
  ***** *********
  

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started my process of a disbursement (started paperwork in early December 2022) to me for a initial 1st-year lump sum payment of this annuity that I paid into for many many years. Great American was original the organization that I started my annuity with. I then found out about Mass Mutual Ascend taking control (ownership) of my annuity. Possibly Great American sold to Mass Mutual their annuity program (my best guess last year in-2022). I am now having extreme difficulty in getting my own money. If you look at their (telephone voice logs and fax logs) and materials gathered by both parties received and filed sent back to them, you will see this to be overwhelming. We have spent numerous hours on the phone. I'm beginning to believe businesses don't have personnel in the right office positions anymore. HELP?

  Business response

  02/17/2023

  This reply is in response to your communication regarding the MassMutual Ascend Life 
  Insurance Company contract referenced in your message. 
  

  We do not have authorization to discuss details of the owner’s account with their spouse. We 
  will be sending a reply directly to the owner within one to two weeks.  
  

  For further assistance with the owner’s account, the owner may contact our Customer Service 
  group at ###-###-####.  For any 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

  02/21/2023

  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

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying for over a month to contact my "insurance professional, Damian J K***" and the Customer Service number for Great American/Mass Mutual Ascend. I wanted to ask about my RMD and now I want to withdraw my funds and close my account. After many calls to Damian K*** and the customer service number without results, I received a "no reply" email from Mass Mutual saying to call the customer service number. I have questions and have not been able to connect with anyone.

  Business response

  01/17/2023

  This reply is in response to your communication regarding the MassMutual Ascend Life 
  Insurance Company (formerly known as Great American Life Insurance Company) contract 
  referenced in your message. 
  

  Mass Mutual Ascend completed our review of the owner’s concerns. Our review shows that we 
  spoke with the owner on December 5, 2022. As requested, we mailed surrender forms to the 
  owner. Our office also spoke with the owner on January 10, 2023, and was able to answer her 
  questions concerning the surrender form sent.  
  

  MassMutual Ascend understands the owner’s frustration regarding our hold times during the 
  month of December.  We experienced greater call volumes than normal during the time that 
  the owner was trying to reach us.  We apologize for any inconvenience that she encountered. 
  

  For further assistance with the owner’s account, the owner may contact our Customer Service 
  group at ###-###-####.  For any 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 ###-###-####. 

• Initial Complaint

  11/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My request is for dispute resolution for what appears to be a bait-and-switch scheme. This complaint follows several emails to MassMutual Ascend that have gone ignored. Since 1994 I was repeatedly told that I would receive the full account value of my annuity upon separating from service or at the age of 59 1/2. This was not accurate. 1. Account Value that shows up on all statement balances = $1,352.00 2. Surrender Value that shows up on the details page = $947 3. Company repeatedly states the client will receive full value upon separation from service. 4. There is no means whatsoever of the client ever getting the full Account Value. Sincerely, ***** *******

  Business response

  11/23/2022

  
  This communication is in response to your email regarding the MassMutual Ascend Life
  Insurance Company (formerly known as Great American Life Company®) contract referenced in
  your email.
  Our review shows that on October 6, 2022, MassMutual Ascend received a complaint from Mr.
  *******.
  As we previously explained to Mr. *******, in order to receive the Annuity Value the premium
  paid into the contract had to equal 4 times the sum of first year premiums by the 10th contract
  anniversary. Per Mr. *******’s contract, he is not eligible to receive the Annuity Value due to
  not meeting the premium requirement to receive it. Only $200 of premium was paid at the
  start of the contract. No other premiums were paid.
  Mr. ******* is not losing money, rather he never met the requirement to earn the higher
  Annuity Value amount. He never paid additional premium into his contract. Due to this lack of
  additional premium payments, when the Annuity Value and Surrender Value were set equal to
  each other in the 10th year, the value of the entire contract became equal to the Surrender
  Value.
  Mr. ******* appears to be confusing different issues. Mr. ******* states he thought he would
  receive the Annuity Value by turning age 59½ or meeting a qualifying event. However, those
  requirements are tied into federal tax regulations, which state that withdrawals from a tax
  qualified 403(b) contract prior to age 59½ or a qualifying event will result in an applied tax
  penalty. They have nothing to do with receiving the Annuity Value versus the Surrender Value.
  Since Mr. ******* now qualifies for a qualifying event, being separated from his employer as of
  July 2022, he may surrender the contract in a lump sum for the Surrender Value.
  We respectfully deny that there was a “bait and switch” regarding this contract. The contract
  clearly states the requirements to receive the Annuity Value on page 4. We decline his request
  for the Annuity Value. His contract value is equal only to the Surrender Value. If he wishes to
  surrender his contract, he may contact us for a withdrawal form.
  For any further questions about this matter, the complainant may contact our Compliance
  Department representative at ************** extension ****. You may also reach us by fax at
  ***** *********

   

  Sincerely,

   

  Teresa M

  Compliance Analyst

  Business response

  12/29/2022

  Please see the attached response 

  Customer response

  01/03/2023

  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.
  
  Regards,
  
  ***** *******
  
  This company has repeatedly given inaccurate information to me and the BBB.  For example, they responded (acknowledged) that I was provided the wrong information (on a recorded line) regarding how this annuity works.  Representatives led me to believe I could obtain the total account value.  This misinformation has been repeated for years.     
  I've given the company every opportunity to remedy this situation.  For example, I have agreed to periodic withdraw of my full annuity over time or for one lump sum payment of the total annuity value.  In addition, I have agreed to a rollover or transfer of assets. Instead, their reply has been, "we consider this matter closed".  In other words, they have no due process, no arbitration, they steal  and consider the matter closed.  There should be a class-action lawsuit for how they are taking advantage of seniors after retirement.  This company has repeatedly given inaccurate information to me and the BBB.  For example, they responded (acknowledged) that I was provided the wrong information (on a recorded line) regarding how this annuity works.  Representatives led me to believe I could obtain the total account value.  This misinformation has been repeated for years.     
  I've given the company every opportunity to remedy this situation.  For example, I have agreed to periodic withdraw of my full annuity over time or for one lump sum payment of the total annuity value.  In addition, I have agreed to a rollover or transfer of assets. Instead, the reply has been, "we consider this matter closed".  In other words, they have no due process, no arbitration, they steal peoples money and consider the matter closed.  There should be a class-action lawsuit for how they are taking advantage of seniors after retirement.
  As on 12/31/2022, they owe me $1359.70, which can be seen on the above attachment.  
  
   
  

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I opened an annuity on 10/06/2022. Today is 11/07/2022, till date I have not received a contract. I called Mass mutual and they tell that my contract is with Mass mutual Ascend, not MassMutual and that they don't have any info on my contract. I invested $37,500.00 and they don't know where my contract is. I believe that this company is comfiting fraud with our hard earned money. My contract number is 1285824. I invested thru ******* financial with Mike C*****, ###-###-####. Pleas help me resolve this issue. Mass mutual Ascend number ******* *****.

  Business response

  11/15/2022

  ID 18371535

   

  Dear BBB,

  This communication is in response to your communication regarding the MassMutual Ascend
  Life Insurance Company (formerly known as Great American Life Company) contract referenced
  in your email.

  Our review confirms that the complainant has a contract with MassMutual Ascend Life
  Insurance Company not MassMutual. MassMutual would not have his funds nor contract
  information.
  

  We received his application and issued a contract to him. Our company mailed the contract in
  question to him on November 11, 2022. If he does not receive it within the next few weeks let
  us know.
  

  We apologize for the inconvenience 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 ###-###-####.
  

   

  Sincerely,

   

  Teresa M

  Compliance Analyst

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My mom Passed on February 9, 2022 and as her Trustee to her Trust I have been trying to get Great American to give up the remaining balance of her account. After being jacked around for 7 weeks they finally sent a check payable to the wrong entity and the check can not be deposited into her Trust account. They are now blaming me for not filling out the paper work correctly and telling me that they will not re-issue the check because they issued it to the proper group based on the way I filled out the paper work. In order to deposit the check in to my moms trust account I would have to have both my brother and sister come to California so they could become co-trustees so the check can be deposited into my moms trust account.

  Business response

  08/02/2022

   

  Please send this complaint to Great American Life Insurance Company NAIC ****** (*********************).

  Business response

  08/11/2022

  This correspondence is a response to your letter dated August 2, 2022, regarding the above referenced Great American Life Insurance Company® (“GALIC®”) contract.  I appreciate the opportunity to respond to your concerns.  
  
  The beneficiary of this contract is the Janet Lee Hammel Trust dtd 3/18/88, as amended 9/26/00.  The Trust Certification completed by you stated that there are three joint co-trustees and they must act together on behalf of the trust.  GALIC processed the claim on June 30, 2022.

  According to the complaint and your call to our office on August 1, 2022, the issue appears to be that the credit union will not cash the check, because the trust account does not have the trust date or the three co-trustees on their account.  The issue appears to be on the credit union’s end, not ours.  We issued the check exactly as our designation read and how the Trust Certification was completed.
  

  To resolve the complaint, GALIC will stop payment on the current check and reissue the check without the date and without the trustees listed.  You should receive the new check in the next week.
  I hope this information is helpful.  If you have any questions, please contact me at **************.  You may also contact me via fax at ***** *********

  Customer response

  08/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. Unfortunately, their delay cost me money express mailing around to my brother and sister so I could cash the check as they chose to write it.
  
  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. ↩