Complaints

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

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  MassMutual Ascend Life Insurance Company

  191 Rosa Parks Street Cincinnati, OH 45202

• 

  MassMutual Ascend Life Insurance Company

  PO Box 5420 Cincinnati, OH 45201-5420

• 

  MassMutual Ascend Life Insurance Company

  301 E 4th St Cincinnati, OH 45202-4245

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:02/24/2023

  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.

  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

  Date: 03/03/2023

  Good Afternoon,

   

  Please review the attached response draft. 

   

  Thank you!

  Business Response

  Date: 04/10/2023

  Good Afternoon,

   

  Please see the attached. 

  Customer Answer

  Date: 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

  Date:02/06/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date:01/06/2023

  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 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

  Date: 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

  Date:11/13/2022

  Type:Order 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 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

  Date: 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

  Date: 12/29/2022

  Please see the attached response 

  Customer Answer

  Date: 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

  Date:11/07/2022

  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 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

  Date: 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

  Date:08/01/2022

  Type:Service or Repair 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.

  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

  Date: 08/02/2022

   

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

  Business Response

  Date: 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 Answer

  Date: 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,
  
  **** ******
  

• Initial Complaint

  Date:07/13/2022

  Type:Service or Repair 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 am responsible for my dad's finances now that he is no longer able to handle them. When I realized that he had not taken a RMD for 2021 (the purchase of the Great American annuity was Mar 23, 2021) I called Great American to try to take the RMD even though it was 2022. We discussed what the amount should be in order to not take too little (and hence be subject to a RMD penalty from the IRS) or too much (and hence be subject to an early withdrawal penalty from Great American). I discussed with the agent at length what the amount should be (there is a recording of the call) but it turns out that the amount she told me is incorrect and I was charged a penalty. When I submitted my request, using the paperwork the agent sent to me, I again reiterated what I was trying to do in the cover letter, stating explicitly that I was attempting to avoid penalties. When I saw that a penalty was assessed I called again (that call should also be recorded) but that agent was insistent that he could not give any information, and that in fact company policy was to not provide this information, or act on my cover letter. I think that if a company has a policy to not act on customer request letters that this should be made explicit before penalties customers are trying to avoid are assessed. I wrote a formal complaint to Great American and they declined reimbursement, saying "There were no questions from you about any potential charges for taking a partial withdrawal to meet the 2021 RMD." But in fact the entire point of the conversation with the first agent (and my cover letter) was to figure out how much a should take out in order to avoid a penalty. An earlier letter from the bank through which the annuity was purchased had indicated a lower number, which might have avoided the penalty, but the agent said that the number was incorrect and that a higher amount corresponded to my dad's current age. She even checked with supervisors to confirm.

  Business Response

  Date: 07/21/2022

  July 21, 2022

  Dear Marketplace Resource Department,

  This is a follow up to your July 13, 2022 correspondence regarding complaint ID# ********.  We appreciate your patience as we continue to consider this case. We are finishing our review of your concerns and request an extension to July 29, 2022.

   

  Sincerely,

   

  Teresa M*****

  Compliance Analyst

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

  Business Response

  Date: 07/29/2022

  This communication is a follow up to our prior communication regarding the Great American
  Life Company contract referenced in your email.
  Our company previously reviewed this information with the complainant. After reviewing the
  details in her latest communication with you, we considered this case again. Due the
  information provided by our staff during one of her phone calls to the office, we agree to
  refund the early withdrawal charges for the withdrawal in question. We will send the refund in
  a separate communication directly to the contract owner.
  We apologize for the confusion the complainant experienced. 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 ###-###-####.
  

  Customer Answer

  Date: 08/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  They have offered a refund and I accept that offer.  They say a check is pending.  Thank you for  your help.

  
  Regards,
  
  ******* ********