John Hancock Financial Services
Reviews and Complaints

Absolute nightmare dealing with the *** Hancock 401k department, attempting a simple rollover for a retired client. Working to try and help a client roll over his old 401k from a employer he retired from two months ago. The date of separation seems to be taking a very long time to update even though we've worked to update ourselves by communicated jointly to the third party admin, the employer, and *** Hancock. The outsourced customer service has transferred us around an average of 3 times each time we have attempted a joint call, with long hold times, to reach them and verifying the the client each time and without patience when trying to listen to the older client accurately. It feels like this is the first time anyone has retired using a *** Hancock retirement plan and each department is still trying figuring it out as they go.

took over my late father's pension plan administration in 2019 which my mother now recieives. They are paid to administer the plan and do a lousy job. They continuually loose the POA I have sent in to manage this for my elderly mother so I have to go through the same hoops every time I need to address their ***. Their latest I discovererd was they messed up the state for reporting on the 1099-R. Without any direction mid year they changed the state for reporting. Because they lose POA I have to waste even more time to get it fixed. I really wonder what the pension plan is paying them for? Apparently they are unable to manage the difference between mailing address and residence even though they have been given correction on this multiple times.If they are this incompetent in managing a pension I certainly wouldn't advice anyone trusting them with any investments."

Left my job July 20, called on August 16th to pull money out of my account so we could have something to live on until I started my new job. Has been nothing but a headache. Got a letter said the money was wire transfered into account. Went to my bank and nothing. After searching my money went into an *** account that isn't mine. They are telling me I put those numbers in on their website and I didn't even use the website. I gave them the right account numbers over the phone. Now they are telling me that *** isn't answering their emails and I need to call them and get them to send the money back so it can be sent to me. In my opinion they are thieves and I'm getting a lawyer. I've been patient long enough. And it's not my job to fix their mistakes. Nothing but excuses and lies. If you want to keep you're money don't give it to *** Hancock. My family is suffering and they are playing games.

I rolled over a John Hancock 401k into a John Hacock IRA. John Hancock agents all agreed that there was a significant discrepancy, that they would investigate the discrepancy and call me. They have my email, phone number, address, and have yet to contact me or correct the discrepancy. They have transferred me to multiple departments and agents who were unable to make a decision or escalate this to their managers who apparently do not know how to address a discrepancy or use the telephone. They also did not know how to roll over the account to another company. I normally do not give bad reviews, but John Hancock has earned this one many times over the last three weeks. Putting investors on hold for long periods and disconnecting them so that they have to re-enter the queue is bad form. When they transferred me through four departments that could not resolve the discrepancy and went full cycle back to the first department, I knew there was a bigger problem with John Hancock services.

I work for a global financial firm that has contracted a new 401k administrator in the US, and after many discussions with my colleagues, we agree it's one of the worst customer service experiences. Constant transfers, unhelpful staff, and lack of knowledge are common. I needed clarification on my personal rate of return, but the representative suggested I use a spreadsheet to figure it out myself. Another time, I inquired about a new retirement advisory service, only to be misdirected and then hung up on when I corrected the rep. Due to these issues, my colleagues and I are petitioning for a different administrator.

Horrible customer service they outsource their call center to *** and you will never be connected to an actual JH employee in the . I processed a rollover of my old 401k on 08/10. They liquidated my account but there was no check to my IRA company after 20 days. Everytime I call all I got was mis information. They always say they will call me back but that never happened. They say its in route but they don't have tracking info. Then the last straw was when I was told check were already cashed. I had to call my previous employer HR director who was kind enough to reach out to his JH contact in the . Long story short they took my money out of the market and never ever issued a check. My account balance online was $0 and my money was in limbo. Now I am trying to get compensated for the market adjustment. If my money remained invested or a check was mailed in a timely manner I would have not incurred 10k-15k market opportunity loss. I work in the financial industry and we are obligated to send checks to investment companies from clients with in 24hrs with full tracking info. They are negligent and unable to handle their business.

I requested a hardship withdrawal due to a house purchase. My request was done on 6/9 and I explained the representative the closing date is on or around 6/30. I received the paperwork in the email and could only submit via regular mail to a P.O. Box. I had to wait to gather all info from the bank and submitted on 6/24. Received email stating that they needed breakdown of charges. Not sure who saw or they had left in charge of reviewing the paperwork because clearly had not idea what they were looking at because had no clue on how to read banking paperwork where it clearly separates different charges. I had to resubmit more information that I requested from the bank. The closing date already went and I had to get a personal loan from my bank because the request was still in process. After sending the second batch of a whole lot of paperwork from my bank and the closing already done, I received an email stating that they are unable to process my request because the paperwork needed to be received before the closing date! I called and spoke to *** Representative that can not do much other than escalate but, what good is it? They just have this arbitrary regulations and just give you the run around just to waste time.

I have been trying to get an insurance policy changed into my name, since my grandma and grandpa have both passed away. It has been a nightmare. All they do is give me the runaround. I was told they needed a copy of my grandma's death certificate. Sent that and then was told they needed a copy of my grandpa's obituary (he passed away 50 yrs. ago). So I sent that along with my marriage license, so they would have that. I also had to fill out a tax paper and send that which I did. Then I was told they didn't have my grandfather's obit. I told them the date I sent it and they finally found it and said they would call the title department to find out what was going on and call me back the next day. No phone call. I called them back again and they said sit by my phone and they would call me back that afternoon. No phone call again. I sent an email and have gotten no response. Then my uncle brings me 3 letters from *** Hancock that came to his house and they are addressed to my grandfather who has been dead for 50 years. This is not a big policy. Someone needs to hold these people accountable. They are very good at giving people the runaround. Tomorrow I will be calling again and will only talk to the manager. I hope they have one. Not Happy!

This is my second time expressing my extreme frustration with Hancock. Previously, I detailed the delay and errors in processing my claim. After much effort, those issues were resolved, including the elimination period errors. Now, I'm on hold with Hancock, trying to reach a US-based client service representative to address a new issue. My mother has transitioned from Sunrise to a personal residence with round-the-clock care from a reputable home care company. Despite multiple approval processes, I continue to receive claim rejection letters stating the caregiver is not approved for my mother's care. I'm still waiting on the line. Hancock's approach seems to be intentionally slow and obstructive, likely aiming to wear down the patience of insured families to minimize payouts. I caution potential buyers about these policies and, from my years-long experience, I advise against engaging with this company.

The company I work for shifted our accounts due to a buyout to a new financial firm. I wisely moved 90% of my funds to my preferred provider before our accounts were restricted. I retained just enough to keep receiving the company's matching contributions. I'm already frustrated by the difficulties I and my colleagues face in transferring our funds to different financial institutions. The new firm's website is not user-friendly, and their customer service is unhelpful. During the introductory online meeting, the presenter was unprepared and struggled with questions. After the meeting, the presenter's relief was inadvertently broadcasted, indicating their eagerness for it to end. The presenter repeatedly suggested we consolidate our 401k accounts with them for 'easier management,' which seemed self-serving. As my retirement approaches, I hope I won't encounter the problems others have experienced.

I purchased travel insurance that later denied appropriate claim for travel and trip interuption insurance with cancel for any reason rider. My trip to *** occured just the day before european travel ban announced by president trump, forcing us to flee from *** and abandoning our dream trip or risk detainment and being unable to return to the . Customer service would not even allow me to talk to a representative, simply denied claim as well as subsequent appeal (that I never got to speak with anyone at the company). Deceptive advertising since a pandemic and an international border closure in the mind of the insurance company does not qualify as a natural disaster nor a covered reason for coverage. The emergency travel back to the *** was not inexpensive, and was in fact an emergency. The cost of this trip and emergency flight back was devastating, that is the reason I purchased the coverage. I want to warn all potential customers of the dishonesty and lack of integrity of this insurance company. *** seems to have good *** ratings, but be aware that the *** does not intervene with insurance disputes which is unfortunate. These have to go through that state's dept of insurance. I am writing to warn others against buying this fraudulent and overpriced and essentially useless coverage, you will NEVER get your claim paid.

- The facts - Reached out end of January to look at combining my 401K's from previous employers.Put on hold for over 30 minutes. *** back only to be transferred twice, put on hold and then disconnected. *** right back and again put on hold. 02/08 - *** to an Ebony who promised my statements would be mailed to me due to being unable to email them. It should take 7- 10 days.February 23 - Still nothing in the mail. *** again. Transferred and put on hold. *** told there was not a Manager I could speak to due to the time of night. Roughly 5:00 PST.February 23 - *** to *** - Now they are able to email my statements and retrieved considerable amount of personal information in order to do so. Promised they would be in my email the next morning.February 24 - By early afternoon, still no statements. *** - Every phone number I had for them, including those received from another Financial Institution rang as busy or no longer in service and to try again. Later that evening, they rang but were now closed.February 25th - *** again for a manager. Put on hold and after 10 minutes tried another number. Still on hold after being on phone for 17 minutes.February 25 - Now on call for 23 minutes, told my statements will be emailed to me within 24 hours. This was promised already to me on the 23rd. Holding for the *** if needed.This is my $$ and I deserve to have some type of customer assistance. I want to roll my money over to another account and I cannot get anyone to respond or do what they say they will do."

PLEASE NOT USE HANCOCK: this a warning to anyone considering using Hancock for any long term care policy. My mom has recently been placed in a ALF facility. She has had a long term care policy (a policy to pay for her assistance living facility ALF) for years. She now needs to cash it in to pay for the facility she is now in. Wow, it has been a nightmare. Before you can start collecting, you have a 90-day waiting period. Then there is a doctor's evaluation, as well as evaluating the facility and its licensing. I initially did not have a problem with these requirements. But now for the nightmare. They have continually misplaced documents. Told us they have not received faxes, when I have documentation saying that they have received fax and documents sent to them. It got so bad I was forced to get a lawyer. Who told me Hancock uses these tactics so they don't have to pay their clients what is rightfully theirs. He also told me that they use many other tactics, besides misplacing important documents and acting like they never receive paperwork. This tactic could go on for literally years. We started the ball rolling in June, it is now April 2022, and we still have not received any money to pay the facility where she is at. My lawyer reported that of all financial services he considers Hancock the worst. He said they are basically criminals, who offer policies they know their clients will never collect on. They count on the fact that clients will try to collect when they are older, and don't have the strength to fight them. He called them sickening and pathetic. Do Not Use Hancock, remember they will not honor their contract with their clients, they have no intention of paying your claims. Please do yourself justice and find someone else. Don't allow these criminals to take your money, knowing full well they will use whatever tactic they can to never pay what is owed.

Sept 17, 2021 4:18 PM MikeG On 10 Sept 2021 I logged on to my *** account to update my beneficiary information for my 401K Retirement Plan and found the correct form on the *** website which clearly stated this form can be downloaded and submitted online as well .Easy enough right? Nope..After completing the online form I submitted the form and in return received a confirmation stating that my submission was successfully submitted and that I would receive and email shortly..Never received that email..I took a screen shot of the confirmation . Five days later I was informed by the employer that our plan does not allow that particular for to be completed online..However, the website allowed me to do it via my *** account..If that is not allowed why is that link available on my *** account and at the very least give me a pop up stating that it is not allowed per my plan. Finally on the sixth day I received and email from an S *** Senior Client Account Representative - *** Hancock. I suspect that big title in English means she the one tasked with following up on the negative feedback surveys that they receive daily including mine... asking me if I could tell her what form I tried to submit online.?What website did I use?Did I enter my name and email address?Only every time I log onto her company's website..At this point I'm not fully convinced this individual is actually a *** employee with the lack of knowledge she has with my super small request at this time. She stated that she needed this specific information so that she could look into this further..Had she called me 6 days prior to calling the employer she would possibly be less lost in this *** account issue. I suspect it will be 6 more days plus since her hours of business are 8am to 4pm Mon-Wed and she made it a point to email me at 4:18 PM. Fortunately I did receive the correct forms from the employer, the ones *** allowed me to download were not updated similar to their website..I thank my lucky Stars that this particular *** employee is Not the one handling/investing my funds..How such an elementary task evolved into a colossal train wreck is beyond me! This simple *** task may very well get upgraded to New Years Resolution!

I would like to leave zero stars. *** Hancock Universal Life is the most unscrupulous life insurance company I have ever dealt with. Let me start by saying all *** Companies are bad, but *** Hancock is by far the worst. I rolled over a high valued whole l life insurance 10 years ago to a universal life insurance policy. What a mistake. Around five years ago, I need to take out loan against the cash value. The loan required annual interest payments. Remember, I purchased a single premium universal policy and was never required to put in any additional premiums. What I didn't realize that unless you call them in advance, and tell them that you would like the payment to be applied to interest or principal repayment, they will automatically apply it to further purchases of premiums. The scam is that with the Universal Policy which covers you to through age 95 and thereafter you pay a fixed premium, any premiums you pay going along will disappear in value as the premiums do not add to the insurance death benefit. So when *** Hancock by default uses your payments to purchase more premiums, they will never have any value due to the fixed payout value on your death. Additionally, since these valueless purchase of premiums are not being used to pay off loan interest and principal, your outstanding loans compound and reduce the net cash value of the policy, Additionally, if you run the policy to zero cash value, the insurance immediately terminates. To summarize, *** Hancock's executives have set policy to do everything to get out of paying the insured benefit amount and structure it so there is a good chance that you unwittingly will allow your policy to lapse. I paid hundreds of thousands in a one lump payment and during the 5 years I took out a loan against cash value, *** Hancock misappropriated over $100,000 of paid loan interest and loan principal payment to additional premiums that had zero value and *** Hancock is very aware of this immoral and borderline illegal procedure.*** Hancock pays its agents very high commissions when they sell whole life and universal life policies. My agent died around 6 years ago. They way *** Hancock has it set up, they will not give commissions to any other agent to take over the account and no agent is going to want to bother taking on managing a policy unless they have a ton of other business with you which they will do for the overall relationship. This leaves you at the hands of their extremely poor customer service people. Besides keeping you on the line for hours, they will not help you in any way.When I recently sold my home, the first thing that I wanted to do was pay off the *** Hancock loan. You would think that would be easy? No way! They made it extremely difficult to pay off the loan and we spent hours upon hours following esoteric procedures to a) get payment to them and b) get them to record the payoff of the policy loan. Today, we finally accomplished that. While I was able to get my company's insurance agent to put his name as servicing broker, they continue to list the name of my deceased broker, his old address, and applied a second address to a location in ***. So at this moment I still have to deal with incorrect names of people deceased and incorrect addresses. This will be my next task to try to correct.As this involves millions of dollars I am very concerned that *** Hancock will do everything in their power to s*** over my wife and son. I will have to hire a lawyer to review the policy and make sure they haven't put any further "gotchas" to come up with an excuse to pay out when the time comes. *** Hancock reminds me of the old black and white silent pictures where the dishonest banker steals the widows home and ties her up on the railroad track to be sliced in half. If any one reads this, I hope you will stay away from this company. They are truly an evil empire.

I have recently retired. The required forms to begin pension payments were received at John Hancock on June 28. Wanted payments to begin in August.

Seems like a reasonable amount of time. Checking through the website provided no updates on activity. Finally called on August 7th to check status.

After being transferred once, I was told status as "pending official approval" but also told no action has been taken. When asked is it normal processing time to take almost 6 weeks, the answer was, no that is not normal. No further explanation offered. Now I have a "confirmation number" and was told to wait at least a week for someone to do their job. At this point payments will not begin until September, but not to worry payments will be retroactive.

The agent did what he could, but there is no method I could see to expedite the process or prioritize. They clearly dropped the ball. The onus is on me to keep on top of this. They have no sense of customer service.

In May , I contacted my 401K provider while employed at my previous full-time job to inquire about the possibility of borrowing against my 401k and the potential tax implications. The representative informed me that their policy permitted employees to borrow and repay without incurring a tax penalty. They also mentioned a 'Loan Continuance' program that would allow me to continue repaying the $6,500 loan from my 401k even if I left the company. This information led me to take out the loan to settle overdue credit card bills and other expenses from the Covid pandemic in 2020. Since then, I have been repaying the loan through my paycheck. As of now, the remaining balance is approximately $5,500. In October , I started a new full-time job in Maryland as an auditor and rolled over my 401k to the new employer's Empower plan on January 14th, 2022. I confirmed with the representative over the phone that I could continue repaying my loan post-rollover with no changes, using the automatic monthly debit of $123 set up when I left my previous job. However, it was later revealed that I would incur taxes on the borrowed amount, and the provider acknowledged the misinformation but refused to offer compensation. They suggested I should have rolled over only part of the money, not the entire sum, which was not advised during the rollover initiation call on January 14th, 2022.

I notified John Hancock on June 23, 2022, that I have not received a check for $3,410.00 for my mother's account. John Hancock informed me the check was cashed on June 22, 2022. I requested and received a copy of the check, which was cashed at Webers Market with an altered name. I presented the forged check to the bank, which confirmed the alteration. I filed a police report for fraud and informed John Hancock, but have not received a response. Despite multiple calls and a filed fraud form, John Hancock's fraud department has not contacted me. On August 2, 2022, I discovered the Financial Services contact numbers were not in service. John Hancock refused to issue a replacement check, implying a financial loss on our part. They have not cooperated with the bank to investigate the fraudulent cashing of the check. I believe John Hancock is stalling to avoid payment and resolution. Copies of the complaint are attached.

I have been trying to contact *** Hancock for the past 4 weeks (calling multiple times each week) regarding a simple question about getting my last statement from my account as I recently switch employers and am attempting to rollover my *** Hancock funds to my new plan. I have gotten on the phone with several people at *** hancock explaining I just need my last statement balance to provide to Fidelity for the rollover. My login with *** Hancock no longer works, so talking to someone to get them to email me the statement is the only way I can get this information. Every time I call, I am either on hold for well over an hour and never get through to anyone, or I get through to someone, ask if I provide my information if they can email me my last statement, at which point I get transferred to another department and the call immediately hangs up on me with no way to leave a formal of message. This process has been super frustrating as I need the statement with my most recent balance and account info so Fidelity will provide an acceptance letter for my *** funds, which *** Hancock needs to rollover into my Fidelity account. I'm doing all this just so I can get my retirement funds properly rolled over, and what should be a simple request for an account statement has been met with long hold times and unhelpful personnel from *** Hancock. I do not want a check for my balance, I just want my 401k including *** rolled over to my new Fidelity account with my new employer, and I can't make that next step without *** Hancock's help, which at this point has been slim to none at all beyond sending me the form I need to complete for the rollover. It should not take 4 weeks and multiple calls each week to get on the phone with someone to just email me a statement of my account. I just want someone to help me get to this next step so I can hopefully soon get my balance rolled over.

Hancock is the most slimy and corrupt company Ive had the displeasure of interacting with. While I am still grieving the loss of my husband, *** Hancock has given me months and months of red tape, lies, and miscommunication to prevent me from accessing his life insurance policy. On multiple occasions I have filed, notarized, and overnight mailed the exact same paperwork to this company, and they will then claim I never did. But then I call again, and a different agent will say theyve received the paperwork, and to wait for processing. Weeks go by, I call and ask for an update. Back to square one, they are once again claiming I havent mailed the claims form I have sent MULTIPLE TIMES. Different agents have told me I need different paperwork, some have told me all my paperwork is done and to wait, on the EXACT same day when I call again, another agent will say none of my paperwork is in. This company will keep stringing you along for as long as possible, and make it impossible for you to get clear answers on the status of your claim. Even after requesting a supervisor, she LIED and told me I had other paperwork to submit, which I HAVE. Then mysteriously, that supervisor is not available to take calls for days. On the same day the supervisor left me a voicemail telling me to file paperwork that I ALREADY HAVE, I called again. The agent on the phone confirmed they had received that paperwork. Why is a supervisor LYING to a WIDOW who is trying so hard to access the life insurance policy that was BOUGHT? By the way, theres no in person office. You have to do EVERYTHING by fax, mail, and a call center. None of the workers have any clue what is going on. It has gotten to the point where if I am not offered a resolution from this company, I will have to seek legal assistance in resolving this. I am disgusted at the treatment I have gotten from this company, and would NEVER recommend them to ANYBODY.

I received a Retirement Account Statement for December 31 with an undisclosed amount. The next day one for January 01, 2022 showed I had $0.00 in my account. I called [protected] (on 1/09/2022 at 10:00, on hold until 10:19 am) and was instructed to call another number. I questioned a male representative about the whereabouts of my funds. He mentioned a transfer and connected me to a female colleague, who explained that my online account details were outdated but would soon reflect the correct balance. She advised me to contact the company at month's end. Upon doing so, I was informed their system was down. Further calls led to evasion. On February 8, 2022, I requested a full withdrawal, but was told I'd need to wait for a tax form from 6 months prior. I insisted on an immediate email copy. The representative could only promise to request it. When I inquired about my balance, he said it was $2175.00. Subsequent attempts to reach them failed, and I suspect fraudulent activity regarding my retirement funds. This ordeal began with my previous employer's program.

I pray no one has to use *** Hancock for a residential 401(k) loan. This has been one of the most frustrating and awful experiences Ive experienced. First of all, it took a over a week for me to get my application in the mail because no one bothered to tell me that they could email it over to me despite me explaining how rushed I was to make my closing date. I immediately faxed in all of my documents to them that were requested (yes fax because that is their fastest way to receive documents). I have called every day (sometimes twice a day), each time I get a representative who I can barely understand because of the language barrier. No one has any idea what is going on with my loan and they tell me that it will take X number of days. I have begged and pleaded that I am in need to make my closing date. No one cared, and I was told a rush request would be put in, but not guaranteed. After 4 business days went by they asked for an additional document that was never requested initially. I then provide it yet again immediately via fax because that is the only way they will accept documents (other than snail mail). This entire experience has not been user friendly or accommodating. Each time you send a document in it takes 24 hours for the fax to be received and then another 24 hours to be reviewed. I cannot believe how little sense of urgency is being had or lack of care for their customers. Ive been told multiple times that I would receive updates, I havent received one update since I started this process. Each time I speak to a representative not only do they have no clue what is going on, but they just try to get me off the phone as quickly as possible. Clearly all they care about is getting money, and not giving people THEIR money when they need it. I have asked to speak to someone else, a manager, processor anyone who could possibly help me move this along and each time Ive been told no and there was nothing to be done.

On November 15th, I reached out to John Hancock to request an emergency early withdrawal from my rollover IRA. My banking information was recently updated, so I had to receive the disbursement via check. They assured me it would be sent overnight to arrive on the second business day, with funds available upon deposit. After depositing the check, I encountered a delay with my bank releasing the funds, contrary to their initial promise. I escalated the issue to Wells Fargo's executive office on the 18th, only to be informed that the check couldn't be verified by John Hancock's bank, Bank of NY Mellon. Doubting this, I contacted John Hancock directly and was repeatedly assured of the availability of their funds. Despite long holds and assurances, the issue persisted. Wells Fargo eventually provided a check verification number for Bank of NY Mellon, which I relayed to John Hancock. The representative, unfamiliar with the number, hesitated but agreed to call. By the time they reached out, it was too late on a Friday, and the bank was closed for the weekend. My funds are now inaccessible until next week, and it's uncertain if they will be released then. This ordeal has been frustrating, as I was led to believe the funds would be accessible immediately, and I spent the day in a futile back-and-forth with Wells Fargo over a delay that wasn't their fault. I urgently need John Hancock's bank to clear my funds so that my bank can make them available to me. The promise of readily available funds seems hollow when their bank has yet to clear a check issued days ago.

On March 14, 2022 my husband and I purchased travel insurance called the *** Hancock agency Silver Plan to cover a vacation.We paid $384.00 for the plan for the trip from April 24, 2022thru May 9, 2022. I unfortunately fell down some stairs while sightseeing on May 6, 2022. I needed ambulance transportation, emergency room care and subsequent hospitalization for two days. The cruise ship we were traveling on, of course carried on with their route and we were left behind to fend for ourselves.Upon returning home, I assembled all the receipts and worked on getting the British hospital to send my records which were required to file the claim with the travel insurance co. I believe I filed the very large number of pages to the insurance co. On May 27, 2022. They received it. I have made multiple contacts with them with very large wait times to get thru. I am only allowed to call the main insurance phone line and have no direct line to *** who has been assigned to my claim after months of sitting on my claim. Here are some of the pertinent coverage amounts. I am omitting categories for which we did not file claims against:Emergency Accident and Emergency Sickness Medical Expense $100,000.00 There is no deductible on this category.Emergency Medical Evacuation and repatriation. $500,000.00 Trip Interuption. 150% of the trip cost.There are many other benefit categories but they are probably not relevant.I have not yet received reimbursement for the $5,356.22 claimed. I have called and asked them to reimburse me multiple times to no avail. A few weeks ago I received an email for further documentation (most of which I had already given them). I think the only new info required was to prove that I paid my credit card bill to the hospital - which I did. Since then dead silence. The excuse is that they do not have enough employees to process the claims. I believe the company issued policies and got more claims than they can pa

November/2021 was the beginning of the issue. I called company to advise my mother had passed away and they would not take the information until i provided POA paperwork which i did immediately, and was checking on beneficiary to her pension. We had updated the beneficiaries when my father passed in 2017, and they accepted all of the new information with no issue. When i advised of mothers passing they verified that i was the sole beneficiary if i could provide death certificates of my father, brother and mother which i did and at that time they advised i would be receiving her pension benefits until ***. I was advised of this on four different phone calls, and continually provided all information they requested. Then they advised they had made numerous mistakes and there is no benefits to be paid to anyone since they looked at the incorrect date on the contract, (while still sending funds to my mother's acct from 12/21 thru 2/22) *** Hancock then reclaimed all the money from the account without warning and advised it had all been a mistake. So due to months of misinformation like they advised they do provide a lot due to their system limitations it was a rude awakening that lots of people including me make financial decisions based on the info they provide, they advised me to file a complaint with the company and meanwhile on 6/28/22 they sent me a letter advising to send them a check for $270.00 for tax withholdings that were due them because of their mistake. The letter is threatening in nature and nothing has been done to show me that they are even reviewing the complaint or correcting the misinformation situation that happens a lot. I find this disturbing and does not seem legal to make people believe they are due money and go through all the trouble to provide the loads of info they require just to be told sorry we made a mistake and that they are aware of the misinformation being given constantly and don't do anything to correct the systems.

I have previously filed a complaint semi-related to this one against *** Hancock. In which no one was able to get back to me after a month of back and forth just trying to get my most recent statement from my *** Hancock account. After filing the complaint, someone finally got back to me and sent me the Q4 2021 statement for my account. Now, *** Hancock is further delaying and purposefully blocking my efforts to rollover my retirement funds to my Fidelity managed retirement plan at my new employer. Here is a detailed timeline of events that supports this statement:12 and 01/2022 - attempted to make multiple calls to *** Hancock about my plan to rollover my retirement funds. Often my calls went unanswered or I would get on the line and then be transferred and hung up on.1/25/2022 - submitted initial complaint to Complaintsboard.com about *** Hancock #***. At some point recently this complaint was closed because I did receive my account statement, but the overall issue still remains 1/26/2022 - Representative from *** Hancock calls me, finally gives me my account statement. Retirement statement received in email PDF form on Jan 26th, 2022. Retirement plan statement shows account balance of over $90k in traditional 401k and $5k+ in *** Contributions 2/2022 - Submitted this statement (with date and amounts) and other required documents for Fidelity to receive and then draft a letter of acceptance for the traditional 401k and *** contributions.2/7/2022 - Confirmed over phone with Fidelity representative that we are just waiting to hear from *** Hancock when they receive the letter of acceptance for my retirement funds.2/11/2022 - Fidelity calls me to inform me that *** Hancock told them that I have no account with *** Hancock, and that I have a plan with Empower. How did I get an account statement from 12 confirmed to be my MyPlan account then?I am filing this complaint since *** Hancock is withholding my money. I am also filing with DoL as well

I resigned from my employer gracefully. I then contacted *** Hancock 04/08/22 I requested a distribution of my 401K. I filled out the online paperwork, got confirmation email 04/08/22. I checked for the transfer and waited 10 days. I called *** Hancock info line to check on it. I was hung up on 4 times trying to ask what was happening finally got a person and they said they were not based in the US and could not give me any info. At this point my money was still in the account and I could see it. Called again and a person informed me that there was no signee on the account due to paperwork not being filed with my previous employer. They had sold the business and not transferred a signee from old business to new owners. Called my old company and they said they were in the process of getting business paperwork transferred to new owner and they would assign a person to be an administrator of the account. Waited till aug before I got a confirmation that that was done. Refilled out the transfer from *** Hancock to my existing 401k with fidelity on 8/14/22 got email that it was submitted. 8/15/22 received message that it was approved by the administrator. My funds disappeared from the *** Hancock account and I looked for the to transfer to fidelity. I waited the 1 to 3 days and on 8/22/22 I called and received an answer that it should go through that day.called fidelity to verify the funds transfer. They have no record of a transfer or even an attempt. Called back to *** Hancock and was on the phone with several different people and was hung up on several many times. This was from 10:30 am pst to 1:30 pst. No one would tell me where the money was or why it wasnt put back in my account. At this point I was frustrated beyond belief that no one would tell me where $12,500 was that I put into their 401k. Finally called Fidelity one more time and had the people there help me get an answer which was The money was deposited back into my former employers 401k pool. Help

Background Info:*** Hancock is guilty only by association. They partnered with Apex Clearing to manage their former clients tax forms. As of February 2022, *** Hancock has partnered with Apex Clearing to manage the tax forms for all *** Hancocks former Twine accounts. *** Hancock closed these accounts as of December . On 10/07/2022, I followed directions given to me by *** in an attempt to access tax forms on my two prior Twine accounts. To date, I have only been able to access one accounts tax forms out of the two. All attempts to access the second account, resulted in an error message requesting me to please enter a valid account number.10/07/2022 Via Apex Contact Us on their website, I sent information about my persistent problems and asked for a solution. On 10/11/2022 I called Apex Clearing at *** and spoke with a representative, first name ***. I followed directions given to me by ***, attempting every option available to me to attain my ***s from Apex Clearing. Unfortunately, their website continued to give me the same error message I received before. Both *** and myself were confused. I asked him to email or mail me my tax forms. refused. I asked *** what solutions were available to me as it is illegal for a company to withhold my tax forms from me. He offered me none. I asked *** if he would transfer me to his supervisor. *** refused. I asked to speak to tech support. He refused. *** became extremely hostile and difficult. I called back multiple times in an effort to speak to someone other than ***. All attempts failed. At 3pm, my calls were no longer being answered and I was sent to a voicemail system. When I expressed my concerns about his behavior to a customer, he stated I wasnt a customer of his but of ***. I will be posting a compliant with *** Hancock as well. 10/12/2022 I do not have all my tax forms on the second account previously held via Twine at *** Hancock.

My life insurance policy was due July 1st, which I paid on time, expecting it to cover me for one year and six months. However, I later received a letter stating that I was delinquent on my policy and that my account was at risk of being closed. I contacted the insurance company and made an additional payment on December 14th. They escalated the issue to investigate the discrepancy with the first payment and why I wasn't credited properly. They partially refunded me, which should have settled my account until 2023. Yet, five months later, I received another delinquency notice. To prevent account closure, I paid an extra $26 and escalated the issue again. I provided bank statements for payments made on June 14, and around December 20, along with the $26 receipt. Despite multiple attempts to resolve this with the insurance company, including a request to file a formal complaint, I've received no resolution. There's never a supervisor available, and my escalation from September 14th, remains unanswered. Now, I've received another bill demanding payment. I need assistance.

Per the instruction of a John Hancock representative, I went to my John Hancock customer profile online on May 26th and requested my 401k with them to be rolled over to my Rollover IRA with ***. My request has been pending for over 3 weeks and during those three weeks the following happened: I called John Hancock repeatedly and got a multitude of different answers as to why my request was not being completed. I was told that the client admin at my previous employer needed to perform an action to release my funds. After a week, I called the client admin at my previous employer, John Hancock said they also reached out to her, and she told me she did not see any request from John Hancock to release my funds. When I told John Hancock this, they informed me to tell her how to find the request in her portal. I gave my client admin another week to perform this action. Two weeks after my initial request for funds I still had not gotten resolution from John Hancock. John Hancock informed me that since my previous employer wasn't doing the work, they would bypass the client admin at my previous employer and go straight to the "third party" who was also handling the release of my funds. The third party was to connect with John Hancock to expedite my rollover. Here I am in the 3rd week since my initial request and I continuously have to call john hancock to check status of my rollover. I called today spoke to *** and was told she was trying to get in contact with the person at john hancock who handles my account. After a long wait for this person to "get back from lunch" she said that person got back to her and that they would keep trying to contact someone at the third party to release my funds. I was told this LAST WEEK! I am getting the runaround on this and they are providing me no confirmation or paper trail of any of the work they are doing. Each time I call I also have to re-explain my problem. Also today when I tried to log-on my account had been somehow randomly been deactivated and the customer support specialist had me make a new account and also informed me this could negatively impact my rollover request. My request for funds expires a month from the request date, which is in about 10 days. I have over $20k in my 401k with John Hancock and they not providing any resolution as to how to get my money outside of "it's someone else's fault." They keep passing the buck and blaming someone else. I need my money and I need it now especially in the state of our current economy I worked 13 long years for this money, I'm fully vested and it is rightfully mine. Please release my funds to my *** rollover IRA account ASAP.