ComplaintsforJohn Hancock Financial Services, Inc.

Name: John Hancock Financial Services, Inc.
Address: 197 Clarendon St # C6, Boston, MA, 02116-5010, USA
Telephone: (617) 572-6000

Insurance Companies

Multi Location Business

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Initial Complaint
10/29/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was let go from my employer on 10/18. I attempted to withdraw the funds I had in my account on 10/29 because the system needed a week to update my termination. Fine. Im on here requesting the withdrawal and I have to call in because of course the website is garbage and I keep getting run around from these outsourced barely English speaking agents about my company having a 30 day hold period (I spoke to my companys plan administrator and this is completely not true) and now theyre telling me there is an additional 10 day hold for address verification. ENOUGH. Stop lying and stop giving me the run around. Its my money, my correct bank account info is in my profileI NEED THAT MONEY TODAY!!!!!!
Business response
10/29/2024
Our representative is working with this customer to address these concerns.
Customer response
10/29/2024
[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

********* *******
Initial Complaint
10/18/2024
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.
Attempt to withdraw roll over of 401k The plan administrators failed to review this despite multiple contact attempts. Plan Administrators; Westlake Plastics, 401k with **** Hancock (who tried to help). I am mow disadvantaged due to market volatility and I do not trust either of the plan Administrators; having worked with them,. this may be their bigotism based on my race and age and/or general legal imcompetence. For example when i worked there the company did provide Medical Device product / ******************** under false pretenses- certificating to be manufactured within a ISO13485:2016 environment, when I was informed the certificate lapsed on renewal from 2012 to 2016 standard.
Business response
10/29/2024
Our representative will work with this customer to resolve the issue.
Initial Complaint
10/03/2024
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 made a hardship withdrawl from my annuity in 2023 when I was off of work due to surgery for 8 months in this time I got behind on my mortgage and it went into forclosure. I filled out the hardship application through my union hall to make the withdrawl from my annuity with **** ********. When I got my 1099-R it had an incorrect classification of the withdrawl. They listed it as an early withdrawl from my annuity but it was a hardship withdrawl, this created a tax lilibility of $22,152 this is incorrect and over $11,988.50 too much because I was assessed the 10% early withdrawl penalty. I have contacted them numerous times but they refuse to correct this even though all the criteria for a hardship withdrawl were met and I filled out all the correct paperwork when I made the withdrawl. I contacted the *** who said if **** Hancock will not correct the mistake that I needed to make a claim with the BBB to hopefully get this corrected. For reference I made an emergency withdrawl from a 457b retirement plan to pay my mortgage that was in forclosure which is a code 2 on line 7 of the 1099-R and they listed it as a code 1 which is an early withdrawl before age 59 1/2 that applies a 10% penalty. The amount of the withdrawl was $119885.05
Business response
10/04/2024
Our representative will contact this customer to address these concerns.
Customer response
10/16/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I never got a call from **** Hancock that your last message said I would. I've been waiting for something, some sort of response and got nothing?
Business response
10/16/2024
A representative has spoken with the customer to address this issue. The customer may follow-up with our representative to submit any additional information for us to review.
Customer response
10/17/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****
Initial Complaint
09/23/2024
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 was fired from my job in May 2024 after 9 years. Every time I tried to claim unemployment I was disconnected so I gave up. I hav 401k from that employer ***************************** So I called **** Hancock to withdraw some of my money so I can pay bills. The next thing I know they have me set up an *** after I asked the person how long would it take to receive the money they said about 10 days. I called back about 10 days later asking if there's something else I need to do because I have not received the check yet which is only around a 1/4 of the $38,000 i have in it they said I would hear something in the next couple days which was over a week now. They first told me 10 days now it has been over 3 weeks. I am getting desperate I have bills to pay. I am not getting free money like all these illegal migrants are.
Business response
09/24/2024
Our representative will contact this customer to help resolve this issue.
Initial Complaint
08/28/2024
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 worked for *** ash Music from 2022 to July 2024 doing contributions for the 401k (**** Hancock) all these months. Ending my employment in July 26 (Company went out of bussiness) I called **** Hancock to see if I can withdraw my plan. They told me that *** Ash music put a restriction on my account because they're doing some "testing". I contacted *** Ash music and they told me they stopped the plan in June and **** Hancock are the ones holding the distributions and doing the "testing". One representative of **** Hancock first told me that it would take 20 days from the day of separation to get my money. 20 days passed and they're still saying my account has restrictions and it's been several calls. Unless this is something that requires further explanation from a HIGHER authority, I would like to get all my 401k money since I worked really hard during these years to get that money saved.
Customer response
09/10/2024
When I put the complaint through here, they called me and they told me that it will take 2 weeks to take out the restriction and successfully distribute the money. It's been two weeks now and I just called and they were telling me that the restriction will go away in September 29 or something like that. I feel like I'm getting played by these guys.
Business response
09/11/2024
A representative will reach out to this customer to help resolve this issue.
Initial Complaint
08/06/2024
Complaint Type:
Sales and Advertising 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 want to change my contribution amount for my retirement account and they wont allow me to do so. I cannot get in contact with the person they directed me to. This is my money. I dont want it taken out of my paycheck anymore! Its bad enough they are making me jump through hoops to cash out.
Business response
08/07/2024
Payroll deductions for the 401(k) Plan are handled by the customer's employer. A representative will reach out to the customer to help resolve this issue.
Customer response
08/08/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be cloas Answered.]

I have left 2 voicemails for the people they have told me to contact and still no response. I have not been able to close my account or change MY contributions. I am getting the runaround. They called and left a message and did not leave an extension number and the name they left on my voicemail the ************************************************************** my account notes.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****

Business response
08/14/2024
The extension of our *** is ******. Our *** will call again today to discuss this issue. Deferral changes are handled by the customer's employer. We will reach out to the customer's employer to let them know their employee is trying to make changes to their deferrals.
Customer response
08/16/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
When I called and used the extension given in the response they said the extension doesnt work and after being on hold, they think they found the extension handling my account(but its not the one given),but they dont start until 10:30am. It was 10:17am. So its now 11:30am and still no callback. My contribution has NOT been changed to 0% despite numerous phone calls and even filling out paperwork.

Please advise.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****
Initial Complaint
08/06/2024
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.
My mom passed away July 3rd. She paid her life insurance policy faithfully for years. She unfortunately put my underage son as the beneficiary. Even though I am the only parent on his birth certificate they are demanding court guardianship paperwork for the City of ***********. Then I was informed they can send me the remaining of the insurance while I go to court and pay $500 to get this legal guardianship paperwork. They have the original death certificate, which they didn't need because the policy is under $250,000. I have emailed them the ************** Claim form 6 times with all pages attached to the email since July 31st. August 1st they received one email but somehow they only received the first two pages and not the last page with the signature. The email had all three pages attached. Since that conversation I have resent the email three more times. How is it that they received all the paperwork but one last page. **** Hancock is not a company to use when you are going through the hardest moments in your life. My mom passed away July 3rd and because of **** Hancock as of August 6th I still can't cremate her because **** Hancock process is so fraudulent. Even the cremation company has never heard of a company demanding court documents for guardianship even when the parent is on the birth certificate. It's redundant and they should be ashamed of their policies.
Business response
08/16/2024
We have received and reviewed the complaint. A written response was mailed to the consumer on August 16, 2024
Initial Complaint
07/25/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
7-23-2024 Spoke to a representative asking her about a potential change to my Policy -gave me an answer that she said she was sure about.7-24-2024 Spoke to a different rep. who told me a completely different answer to that question - he said he was sure about it.7-24-2024 Called to speak to a third person two more times - waited 35 minutes the 1st time and 20 minutes the 2nd and no one ever came to the phone. Disconnected.7-25-2024 called again and waited 20 minutes and then again and waited 25 minutes - neither call was ever answered.
Business response
07/30/2024
Good morning. I spoke with ************** yesterday to clarify any outstanding questions she had after receiving conflicting information about a recent mailing she had received. I am also mailing a letter to her today to confirm the responses provided to her during our discussion. She knows that she may contact me directly with any follow-up questions. Thank you, ***************************
Customer response
07/30/2024
[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

*********************
Initial Complaint
07/19/2024
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 overnighted a money order to **** hancock on 7/8/24 so my payment can be processed quicker. They lost my money order for an entire week and found it on Monday 7/15/24 after telling me multiple times I did not send a money order. They did not process my money order until 7/18/24. I have spoken with someone everyday for the last week and have been told something different. They not only lost my money order but now also did not rectifying it by speeding the process up and now I paid overnight shipment for nothing and still with no resolution.
Business response
08/06/2024
A representative will reach out to this customer to address these concerns.
Initial Complaint
04/24/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I dont live in the ****** presently for healthy reason, so i canceled my police with **** Hancock but they keep harassing me and even my son in ****** even though when I talked and canceled 3 months ago they told me ok, no problem, they cancelled. I will try to attacchi some docs. My son ******* in ** is at *********** Thank u
Customer response
05/05/2024
I have not heard from the business in response to my complaint.
Business response
05/06/2024
Hello,
We have reviewed the consumers concern and will respond directly to the consumer in writing via the email provided.
Customer response
05/07/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

Apparently JHancock has sent an e mail in a manner that is not accessibile.. it is encripted in a way that I m not able to decipher.If u remember I m in a small town in ****** with no sophisticated methods of trasmission. Only simple, BASIC e mail can work. I informed Jhancock of this but they insist, on communicating in a way that is impossible for me to read or respond. This is extremely annoying, I m not in great health and i just want them to leave me alone. Thank u for yr help
Business response
05/08/2024
The Company is required to encrypt email responses due to the Personal Identifiable Information (***) contained in our response. Additionally, the Company is unaware of the consumers email capabilities.However, in an effort to resolve her concerns the Company will email an unencrypted response with the *** removed.
Customer response
05/12/2024
[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

*********************

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BBB Rating & Accreditation

A+

Accredited Since: 8/2/1996

Years in Business: 163

Customer Reviews are not used in the calculation of BBB Rating

Reasons for BBB Rating

Contact Information

197 Clarendon St # C6

Boston, MA 02116-5010

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Visit Website

(617) 572-6000

Business hours

9:00 AM - 5:00 PM

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Customer Complaints Summary

205 total complaints in the last 3 years.

51 complaints closed in the last 12 months.

Monday	9:00 AM - 5:00 PM
Tuesday	9:00 AM - 5:00 PM
Wednesday	9:00 AM - 5:00 PM
Thursday	9:00 AM - 5:00 PM
Friday	9:00 AM - 5:00 PM
Saturday	Closed
Sunday	Closed

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ComplaintsforJohn Hancock Financial Services, Inc.

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