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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/10/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
This company is trying to steal my money and refusing to give a refund to me that I was told I'd get 2 months ago. Every time I call, I sit on hold for over 45 mins, I speak to staff and supervisors ensuring I'll be refunded my money in a check "tomorrow" and they never send it. I have 4 confirmation numbers of calls and names of staff I've spoken to and it never matters.Confirmation numbers of our many conversations:Spoke with ******* ******** Spoke with *******- ******** Now trying to contact-Aria- supervisor ***- supervisor of billing (has not sent refund in 2 months!)Case number- ******** for yesterday's conversation.Currently been on hold for an HOUR with no luck.
Business response
06/13/2022
Due to privacy regulations and our own internal privacy policies, we will be responding directly to the complainant. Thank you!Initial Complaint
06/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been calling their customer service for a week and have spent hours on hold, never being able to speak to a person. I have sent 2 emails with no response. I was given false information and was promised larger returns on my annuity account. So far, I have deposited $4,500 of my own money and have made a profit of only $229.00 over the past 3 years! I want to cancel this account and recoup what I can, but this company does not answer the phone and does not have the proper forms on their website. They are making it impossible to cancel an account! Please help resolve my issue.Business response
06/13/2022
Due to privacy regulations and LSW's own internal privacy policies, LSW will be responding directly to the complainant.Initial Complaint
06/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been trying to get my retirement roll over to Equity since February of this year. Each time i call NLG's customer service line it's an average of ***** and I have always received conflicting information from what the previous agent told me. I recently called today and was told some conflicting information yet again. On or around the 17th a March, I spoke with a 2nd tier customer service agent named *********************** who told me the only information I needed to submit was a name change request that had already been submitted, I found the form and provided it to **** and he told me that was the final document I needed to submit. Today, I spoke with an agent named ****** who had no clue regarding the nature of the conversation and interaction I had with **** prior to her, she told me that I was missing an Acceptance document from Equitable which contradicts what every agent including **** said previously. I continue to receive the run around when trying to get my Rollover request completed. The level of incompetence is ridiculous, and unacceptable.Business response
06/03/2022
Due to privacy regulations and our own internal privacy policies, we will be responding directly to the complainant.
Thank you!
National Life Group
Initial Complaint
05/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
1) a Roll-Over request was initiated in late February of this year 2) Several different agents have requested duplicated information be submitted on several occasions 3) Most recent and agent by the name of Evan ****** assisted us, by accepted a document that was submitted in mid-late March.4) National Life Group has failed to provide a feasible level of service in regards to my Roll-Over request. 5) NLG/LSW has failed to provided a reasonable level of communication throughout this process, and individuals have failed to properly document what took place during our calls into the company. This matter has yet to be resolved after roughly 4 months, We recently were told that all the documents were received, however, we were told that once before. All we desire is the proper attention to our inquiries about the status of our request, and accurate information concerning what is needed to fulfill our Roll-Over request, which to date is still pending.We just want our request fulfilled.Business response
05/19/2022
Due to privacy regulations and our own internal privacy policies,we will be responding directly to the complainant. Thank you.Initial Complaint
04/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My husband and I decide to get additional insurance with a cash account to build future financial benefits for our family if anything was to happen to us since my husband is military that have deployed 5 time, Im a government employee and all of my children is still small. Payments began before the policy was fully agreed upon. My husband and I took time to make a decision to move forward or not before we signed the policy and after reading it over, we came to a decision its not a good fit. We called to notify we will not move forward with the policy in which again was not signed or agreed upon and they have already received 4 months of payment of $200 equal a total of $800. They said they will process the refund and never did so. Because we was busy with moving to a new duty station three months have passed abs still receive nothing. We reached out again a few days ago and the representative I spoke with sent a email with me CCd in it to find out where the refund process his and I still have not received a response. Please help so I can receive my refund.Business response
04/26/2022
Due to privacy regulations and our own internal privacy policies, we will be responding directly to the complainantInitial Complaint
04/18/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 4/15/22 I realized that a recurring *** premium payment was being debited against my bank account by National Life Group apparently for a policy that I did not initiate. Upon further research it appears that it has been ongoing for at least 8 months. My banker researched the contact information associated with the *** transactions. I contacted National Life Group via phone and their online contact form. On the phone call, the agent ****** was unable to locate any policy or information about me using name, address, phone number, email or ss#, ao I am at a loss in determining precisely how long this debit has been going on. I have not received any response to the online contact form inquiry. Debiting my bank account without any documentation is a fraudulent practice that needs to be addressed. I have included a screenshot of my banking app showing a few months of debits.Business response
04/19/2022
Due to privacy regulations and our own internal privacy policies, we will be responding directly to the complainant.
Thank you,
National Life Group
Initial Complaint
04/01/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I got a quote from an insurance agent but never confirmed that I wanted the life insurance. I have asked the agent numerous times to cancel the policy as I am being charged. I have emailed the company as well.Business response
04/07/2022
Due to privacy regulations and our own internal privacy policies, we will be responding directly to the complainant. Thank you.Initial Complaint
02/10/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
In October 2020. I took out an annuity with what I believed to be National Life, agent ******* Ziggler. My payment started to get funny and stopped coming out on the exact dates and I stopped receiving documents in the mail. Then I logged into my account to see what was going on then I learn the agent had been changed and I hadnt been notified. There was also no agent information. National life has been operating a pyramid scheme where they convince consumers to buy annuities with misleading information and promise returns. They also dont sent the information and are changing agent information with out the consumer knowledge so you dont know what going on. I requested a refund for my policy and they said I had to pay a surrender fee. I dont agree with that when they are operating a fraud operation and changing information behind the consumers back. My agent said that my policy would grow and that I would be notified of change and that not whats happening.Business response
02/11/2022
Due to privacy regulations and our own internal privacy policies, we will be responding directly to the complainant. Thank you.Initial Complaint
01/25/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I have been unable to reach anybody by phone with their customer service to cancel my policy due to getting a policy with another company. After a week of trying to get through to somebody on the phone to find out how to terminate my plan, I finally emailed the company and got a response that I needed to fill out forms and it would be 15 business days for the money they owe me to hit my bank account in my policy be canceled. I emailed the forms on 12/30/21. I patiently waited for them to process my termination and reimburse my money it is now January 25 I still cannot get a hold of anybody on the phone and cannot get a response on where my money is at and when my policy will be canceled.Business response
01/26/2022
Due to privacy regulations and our own internal privacy policies, we will be responding directly to the complainant.Initial Complaint
12/08/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
rep. Antoine Stewart from perveance moving forward working as their agent forged information and signature on policy papers money was removed without my consent filed a compliant with the company . they offered to refund my money but did not seem to care about the rep forging papers, really concern that this is the norm that this isn't the first time this has happened and who else have this happened to. we met with the rep I was assured no funds would be removed from my acct. he needed the information to set up policy . He explained once the paper work was ready we would go over it , on 10/22/21 $500.22 was taken out of my acct. I reached out to the rep many times though text which I have stating i want my money back it was removed with out my consent . After a while I did reach out to the company and filed a complaint they said they would refund my money but that's it since they have a signed policy by me I did explain that i have never seen said policy and would like a copy and that it was forged , rep Stephine did not say anything about my comment just said they would refund my money back. I did file a complaint with the insurance board and the Attorney general
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