ComplaintsforPro Benefits Group, Inc.

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February 2023 I contacted my National Life Group (which is a part of the Pro Benefits Group, Inc.) annuity agent and requested him to send me the forms I would need to surrender my account and get the funds that were due me. He told me he would handle it and that they would be to me within 10 days. 2 weeks later I still had not recieved the forms. I contacted him again and he told me he would look into the problem and get back to me. I waited a few days and called again and was told that the home office hadn't sent it but that they would by the end of the day. Again, I waited 2 weeks to recieve the forms and again...nothing came. On March 20th, I reached out to the home office and requested the forms to surrender my annuity and collect the funds. Laura ***** emailed them to me and I filled them out and emailed them as well as sent them in the mail back to them on March 25, 2022. I was told, at that time, that it would be 4-6 weeks to receive the funds, which would be May 5th on the earliest and May 19th at the latest. Today, May 16, 2023 ( 3 days before I am to recieve my funds), I received a phone call from National Life Group, Inc. informing me that the form was incomplete. That they needed my husband's signature before the request could be completed, which would further delay the funds being returned. I asked why , all of a sudden, three days before I am to receive my funds, are they just letting me know this. I was told that it is because she just got the form on April 28, 2023 and she just realized that my husband's signature was needed because we live in Texas, which is a community property state. I feel like I am being given the runaround when it comes to collecting my funds. I had to have *******, the lady that called me on May 16th, email me a copy of the form I had previously sent them, print it out and have my husband sign it, take a snap shot of it, and email it back to her. She said it could take up to 4 more weeks before I received my funds.

  Business response

  06/05/2023

  We have received and researched the complaint with the Better Business Bureau. First and foremost we would like to sincerely apologize for any miscommunication, misunderstandings and most importantly the frustration that may have occurred.
  
  This matter has been resolved and additional information has been sent to the complainant.  
  
  It is important to note that National Life Group (NLG)/Life Insurance Company of the Southwest (LSW) is an insurance company that offers life insurance, annuity, and investment products. NLG/LSW is a completely separate business entity from Pro Benefits Group, Inc. (PBG).  PBG's agents are contracted with NLG/LSW as independent agents to sell life insurance and/or annuities.
  
  As you know, we are constrained in providing you a detailed response because of federal and state privacy laws regarding the release of customer information, as well as our own policies. Therefore, a detailed response has been provided to the complainant. If you would like more information regarding the resolution of this matter, you may request it directly from the complainant.
  
  Thank you for bringing this to our attention. Sincerely, Pro Benefits Group, Inc.

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