ComplaintsforTruStage

Insurance Services Office

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
06/22/2024
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.
I had purchased a whole life policy thru Trustage but had decided not to continue with the policy after two days and I was told I would receive total refund of money given towards the policy, but they proceeded to continue taking money, I called them approximately 12 times within two months and was given dates That I would receive the total refund, but have not received any money
Business response
06/28/2024
Please see the attached response.
Customer response
06/28/2024
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, details of the offer I reviewed appear below.

[Please type your response here.]

Regards,

***************************
Initial Complaint
06/18/2024
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.
6/17/24 - I attempted to contact TruStage to update my bank information so that my monthly payment of now over 7 yrs. No one at the company can find me in the system at all. They have been taking money out of my account for over 7 yrs and no one can find me by a birthdate or a social that has been the same for over 46 yrs now. I was on the phone for over an hr being transferred back and forth to everyone but the right one. Then when I said I want to file a complaint, a manager finally tells me that my MPP policy is handled in a different department that is now closed and I have to call back. 6/18/24- The manager gave me the number to the "correct" department on yesterday. So I clocked out of work in order to call the "correct" department to which was the "wrong" department again. I have never had to contact TruStage for anything until now and I am more than 110% upset and mad at this point. When I asked for the corporate number to file the complaint, I was giving an 800 number and no corporate executive number is an 800 number. When I told the lady that then she gives me the local number to fax machine. When I said it does not work, she said it does. I said it is a fax machine and a phone number. I put the other phone on speaker to prove it to her and she hung up. I am tired at this point or being passed around like trash because someone is not doing their job. Then I am the bad guy for yelling and getting upset when I did not cause the problem. I simply need to provide the new checking account number to ensure my payment is made for the auto draft on the 1st and I have gone through h*** and highwater trying to do so. This is 110% unfair to me as a customer. I feel that if they put me through this now, if I died, I can only imagine the h*** they would put my family through to cash the policy after my passing. I do not feel comfortable that my family would be treated right if they are mistreating me as the policy owner.
Business response
06/25/2024
Please see attached response
Customer response
06/25/2024
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, details of the offer I reviewed appear below.

The response states to see attached. The only thing attached is my complaint, the BBB letter sent to TruStage, but there is no response from TruStage on here at all.

Regards,

*****************************
Business response
06/25/2024
Please see the attached document.
Initial Complaint
05/23/2024
Complaint Type:
Billing 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 have asked Trustage to remove me from their mailing list. I am single and have no children and financially stable in life. I do not need life insurance and their mailings are unsolicited. I joined the Navy Federal credit union and since doing so they have continually sent me literature on a monthly basis. I have requested, over a month ago, to be removed from their list but yet as of 22MAY24, I received another mailing.Stop harassing veterans!
Business response
05/28/2024
Please review the attached response.
Customer response
05/28/2024
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, details of the offer I reviewed appear below.

The business attempted to send me a message that I cannot access.

Regards,

**********************************
Business response
05/29/2024
Please see the attached response.
Initial Complaint
05/10/2024
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 was advised by my credit union, to file an insurance claim on an unsecured loan we have with the credit union. Kane County ********************** I am terminally ill, and unable to pay the loan. The credit union representative told me their insurance now covers disability and unemployment. We filed the claim March 3, 2024. Trustage required the claim be filed online. I submitted all of my information. They requested all medical information from my doctor, and then asked the credit union for the original loan documents. The process should have been that we submit a claim, and they ask the credit union for the loan documents, and verify if Im eligible for any insurance coverage. They should not have requested any information from my medical provider unless the claim was eligible for coverage, (if we meet medical requirements). This whole process started March 13, 2024, and ultimately denied on May 3rd. During the whole process, Trustage kept telling me they have everything they need, all documents, and it would take 5-9 business days. I had to keep contacting them, getting different information from each representative, until I was ultimately advised we did not meet the coverage requirements. This caused my loan to go further into default. They processed the entire claim backwards and got unnecessary personal medical information. It didnt help deny/approve the coverage.
Business response
05/17/2024
Please see the attached response.
Initial Complaint
05/10/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We have long term policy with this company, both my wife and myself. My wife passed away on April 5, 2024. The death ceritificate was sent via FAX ***********) on April 19. I did call this Insurance company to confrirm receipt of my wife death certificate. The person answered the phone(refused to provide her name) confirmed the receipt of the fax. This company continued to dedduct from my accounts the premium for my wife policy number **********., after having received the death ceritifcate and have not made any adjustment for the premium that has been collected. On May, 8, 2024 I did send a fax*************) requesting to cease deduct the long term premium of my deceased wife. So, far no response.
Business response
05/17/2024
Please see the attached response.
Customer response
05/17/2024
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, details of the offer I reviewed appear below.

[Please type your response here.]
I have not received any resolution to this issue as claimed by ************************* Trustage Compliance Analyst II
Regards,

*******************
Business response
05/24/2024
Please see the attached response.
Customer response
05/29/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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
05/06/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
TruStage and ****** Credit Union(BCU) keep charging me after I requested a cancellation on their useless Loan Payment Protection. TruStage refused to cover me while I'm fired for a protection I made 4 payments on because of a ridiculous 90-day rule, that wasn't even disclosed to me by BCU. Nobody can see into the future by 3 months to know their job security. Businesses are laying people off commonly right now and you would think I could receive coverage for the protection I paid for. Now I am still being charged even after cancelling the request a month ago.
Business response
05/14/2024
Please see the attached response.
Customer response
05/14/2024
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, details of the offer I reviewed appear below.

TruStage sent me the agreement notice in response, and stated I can cancel at any time. My issue is them not covering me with the Loan Payment Protection I made 3 months of payments on prior to being terminated. I either want the coverage I paid for or the payments I made in a full refund. Otherwise, this is unfair treatment because I was NOT given access to a product I paid for.

Regards,

***************************
Business response
05/21/2024
Please see the attached response.
Customer response
05/22/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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
05/02/2024
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.
Trustage ***************** Insurance has taken money from my bank account starting August 2023 to January 2024 for someone elses account with them. They are not my insurance company. They said the last number was switched but they lied cause my bank account is not even close to the one that they shouldve been taking it out of. Ive been trying to get my money back for a little over two & a half ************* keep giving me the runaround. Im on disability & need my money back. This company is ridiculous & liars. They were quick to take my ************ shouldve already returned my money. *********************** is the final expense person that Ive been dealing with & he keeps lying. Hes always in a meeting or not in the office since i first talked to him. Ive talked to several *************** always nice. The man named **** is a rude ***************** be working with the public. Thank you!
Business response
05/09/2024
Please see the attached response.
Initial Complaint
04/26/2024
Complaint Type:
Billing 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 attachments
Click here to Get the File - use the Password: 960680E0
************************************************************************
Business response
05/03/2024
Please see the attached response.
Initial Complaint
04/24/2024
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.
In January 2024, I received a 1099 IRS tax form from Tru Stage in regard to a life policy I had never knew about. It was sent to my fathers address with my name on it. They told me that the policy had expired due to lack of payment. I explained that there was no way I could possibly had know about the policy because it was issued in 1971, September when I was only one month old. They said that they would issue me a corrected 1099 tax from stating that I was not liable for the taxed amount. They sent me a copy of the same 1099 in February and I called back again. They told me it would be fixed again over the phone in March and in April, they sent a letter stating the explanation of the original 1099. Since then I have paid taxes on the amount of ******** because taxes were due on April 15th. I should be credited $ ******** . I have never received any correspondence or checks in the email from this policy. This has been back and forth since January .
Business response
05/03/2024
Please see the attached response.
Customer response
05/13/2024
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, details of the offer I reviewed appear below.

[Please type your response here.]

Regards,

***************************
Initial Complaint
04/23/2024
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 had recently lost my job due to downsizing, which is happening all over the country right now. I took an auto loan through BCU on 01/18/2024 and got loan protection through TruStage. I'm a hardworking navy vet and I thought i was being responsible by paying for this policy with TruStage, but because I lost my job on 04/03, just about 2 weeks before the 90 days, they declined my coverage with that unethical 90 day stipulation. This is disgusting. Nobody can look ahead by 3 momths and determine if their job is safe. I want the coverage I paid for or total refund. I need help during this insane economy.
Business response
04/29/2024
Please see the attached response.

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary