Business ProfileforGenworth Financial

After several rejections resulting from a surrender form, it was requested by Genworth to provide a letter of intent. This letter was emailed to their office on June 17, 2024. The document was entered in review according to Genworth customer service representatives on June 21 at 9:12 AM. We requested that the case be expedited for a quicker resolution and were told there’s no guarantee however at most it would be processed and we would have a definitive answer within seven business days. Back on June 28, at 2:04 PM and was told that the request had been approved and an approval letter would be sent to the policyholder within 3 to 5 business days. Today I called customer service to see if the letter of approval had been sent to the policyholder, I am the insured, and was told that the case and surrender form were still in review. Which is not what I was told last time. I’ve been told repeatedly 5 to 7 business days once documents are received for approval or rejection so here we are 17 days after they received the documentation they requested, and it is still in review. This is on the heels of literally three months of trying to close a life insurance policy. The policyholder themselves spoke directly with Genworth asking what documentation was needed, and it was provided was provided came back twice for more documentation which has been provided in a very timely manner by fax and email. This should’ve been resolved as of yet it has not, and you cannot speak to anybody in the legal department or any department besides their customer service department, which does not have the answers that you ask for. What I’m requesting is that this case be expedited the approval done, and the funds issued in the timeframe that they state it should be . Attached is the letter and date it was sent to Genworth per their last request. 7 to 10 business days from that date has expired.