Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One America received the pension for my mother. I am the executor. I called them after finding out from the previous company. I requested the documents to be sent via fax or email in December. Once I received them I immediately sent all requested documents over to them. I called and confirmed they were received. The week following they let me know it would be 1-2 weeks via voicemail. It is now February and they refuse to give any update other than it is processing. They have no response for when it will be done and no apology for it taking so long. Each time I have had to call and reverify all of my mothers information- they cannot even verify through me despite the documentation being sent over. I have made numerous requests for actual completion time of the application and updates that are beyond the vague response of processing. They say the pension has not been implemented yet at OneAmerica? Well why do you have it then That is something that shouldnt be the case two months later. This pension she did not receive while she was alive and she died in 2022. It is 2024. They never informed me they had her pension I found out on my own investigating. Despite the estate being listed with myself as the contact.

  

  Business Response

  Date: 03/05/2024

  Unfortunately, the complaint does not provide enough information for AUL to investigate and respond at this time. ******************** does not provide the name of her mother, which is needed for AUL to identify the correct pension. AUL has mailed a letter to ******************** today that requests additional information in order to investigate and respond to her complaint. Once that information is received AUL will respond in writing directly to ******************** within 20 business days. 

   

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

  Corporate Paralegal Senior

  Corporate Compliance & Market Conduct

  Email: *************************************************

   

  One American Square, P.O. Box 368

  ************, ** 46206

• Initial Complaint

  Date:02/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was employed with ************* (JC), until 31 October 2023, and One America was our financial manager for our 401K. With me no longer being employed with ****** wanted to transfer part of my funds to Voga with my new company and have the rest distributed to me, I put in the paperwork although it took about 2 weeks for them to process that and send the funds to Voga. I have been waiting for a while to get my funds, I have called several times and different representatives have told me that they have no clue why it wasn't processed along with the distribution to Voga. Now I'm being told that they have to send the request to the processing department, and then they will contact the distribution department, when I asked for a supervisor or someone in charge I'm told there is no such person with a direct line for me to talk with and during my last call the representative hung up on me because I asked for the complaint department or the legal department. My funds have started to lose money while sitting and waiting for someone to decide my finances, had I known it was going to be like this I would have requested all the money be sent to Voga and just taken it out from there.

  

  Business Response

  Date: 02/27/2024

  Good afternoon,

  American ***************************** (AUL), a OneAmerica Financial company, has received your correspondence dated 2/14/2024 regarding the above referenced ID number.
  

  While AUL takes this complaint seriously, due to privacy laws we are unable to provide the Better Business Bureau with details regarding this complaint. We are currently investigating the complaint and will respond with a written response directly to ************** within 20 business days from receipt of your correspondence.
  

  If I can be of further assistance, please do not hesitate to contact me.
  

   

   

  ********************* Corporate Paralegal Senior Corporate Compliance & Market Conduct Email: ************************************************* One American Square, P.O. Box 368 ************, ** 46206

    

• Initial Complaint

  Date:01/26/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau, On January 5, ****, I submitted a withdrawal/distribution from One America Financial for approximately $51K from my personal investment account. I was promised by a One America rep that my funds would be direct deposited to my account by this date which has not transpired. I have since learned that many other investors have had similar experiences with One America based on online reviews. I have received poor customer service regarding this matter I explained was an urgent one due to a death in the family. If not resolved immediately (completing the transfer of stated funds) I will also follow up with an inquiry to the SEC to take specific actions such as making any restitution or ceasing and desisting from certain activities.

  

  Business Response

  Date: 01/29/2024

  Hello Ms. **************************

   

  Please see the response from American ***************************** (AUL), a ********************************** in reference to the above-mentioned consumer complaint.

   

  Thank you,

   

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

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

  Market Conduct Analyst

  Corporate Compliance, Market Conduct 

  Customer Answer

  Date: 02/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:01/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the company on 11/1/2023 for a hardship request. This entire process has been an absolute nightmare, from waiting more information, "unreadable" information, to not notify of any movement. I have placed several calls only to find out more information is needed. I provide that, then the cycle repeats. There has only been 1 representative that I have spoke with who was pleasant, everyone else was rude or unengaged. I have spoke to 2 different supervisor who were supposed to call me and back and didnt. The last supervisor I spoke with promised a callback on 1/16 and that was not given. It appears that they are not seeing the full picture as to the 4 medical bills, 1 of which we now have to go to court over because of OneAmerica's negligence, and only basing there decision on 1 bill. I have jumped thru every hoop they have requested and then some. My employer has not put one ***** into my retirement and this is my own money that I needing to pay bills that they are refusing to allow to have. I have already quitting putting my money into this company because they are a scam. Bill 1 - *********************** - ***************************** Bill 2 - *********************** - HSHS **** 3 - ***************************- HSHS Bill 4 - *************************** - Affordable Dentures Not being able to pay these bills have prevented me from being seen (access to care) and I have not had my medication now for almost 3 months. Attached is screenshots from my email on the lack of communication this company gives.

  

  Business Response

  Date: 01/23/2024

  Please see attached.

  Customer Answer

  Date: 01/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Everything I have been told from this company has been a lie, from the documents needs for hardship proof to promised callbacks. It seems they are making up things as they go. Now they are request itemized bills from the hospital dated from 60 days. I dont have that information now as its been ongoing for longer than 60 days. There is not any clear communication on what they need. They tell me one thing and then its something else. The auditor also were not looking at all bills provided and they were just focusing on one bill and now is requesting new information. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:12/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 10, 2023, ********* Hospital in *********, ** unexpectedly closed. The closure was covered by news outlets and all information is available online, plus may be confirmed with the state. OneAmerica refuses to acknowledge this as proof that employees are no longer active, and are refusing to allow us to access our funds. OneAmerica repeatedly informed multiple employees (myself and my financial advisor included) that they only needed the plan trustee to call them to acknowledge the closure and subsequent termination of the plan, and that we could then begin the process of distributions. We managed to get into contact with the trustee, and once that was done, OneAmerica then began stating that they never told us that the trustee could do anything, that this account is considered abandoned, and that legal may need to be involved. They refused to respond to comments regarding how they have told MULTIPLE employees this exact route to resolution, and only changed course once we were able to track down the trustee.This is amoral, unethical, and should be illegal. Please investigate this matter, as our 401ks have been losing money at an accelerated rate since the time we first notified OneAmerica of the hospital closure.

  

  Business Response

  Date: 01/08/2024

  Good afternoon,

  American ***************************** (AUL), a ********************************** has received your correspondence regarding the above referenced Complaint ID.
  

  While AUL takes this complaint seriously, due to privacy laws we are unable to provide the Better Business Bureau with details regarding the account. We are currently investigating and a written response will be sent directly to **************** within 20 business days of our receipt of the complaint.
  

  *********************, AIRC
  

  Corporate Paralegal Senior

  Corporate Compliance & Market Conduct

  office: ************** 

  Customer Answer

  Date: 01/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I reject the privacy statement as they are willingly communicating with *************************** a man who self appointed himself to be the new board chair for the hospital that isn't open one to which the man spent years suing for random reasons and was told by the county courts it was harassment.  And yet they will not communicate with me the account owner beyond telling me their is nothing they can tell me. I want a time line, direct answers and no more run around. 
  
  Regards,
  
  ***************************
  

  Customer Answer

  Date: 02/01/2024

  No they have not contacted me since this complaint. I have received information from a outside source and was able to get paperwork started to get funds released though. We will see if they release them. 

• Initial Complaint

  Date:11/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a 401k ( retirement plan ) with one in America with a job I left in July. I was informed in September I would receive a distribution because I was no longer employed with the organization. Instead of giving me my money, they moved my funds into a trust fund which I had to start the whole distribution process over. Each time I fill out the forms they get sent back 2 weeks later because I didn't fill it out correctly but when I call they can't tell me why it got rejected. I have been trying to get my money since July ( that's 4 whole months ). I filled out another distribution on November 20, 2023, and was told it was accepted and processed on November 24, 2023, but due to the holidays there was a delay therefore I would get the funds Monday. I called today and was told it was never processed to begin with.

  

  Business Response

  Date: 12/11/2023

  Good morning,
  
   American ***************************** (AUL), a ********************************** received an inquiry from the Better Business Bureau dated 12/9/2023 regarding a response to the above referenced Complaint ID number. AUL emailed the below acknowledgment to the Better Business Bureau on 11/28/2023 and emailed a response directly to ******************** on 12/8/2023.
  
  If I can be of further assistance, please contact me. Thank you!
  
  *********************, AIRC
  
  Corporate Paralegal Senior
  
  Corporate Compliance & Market Conduct
  
  office: **************
  
  One American Square, P.O. Box 368
  
  ************, ** *****

• Initial Complaint

  Date:11/15/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a life insurance policy with a long-term care part included. According to the policy, my husband has met the requirements for long-term care benefits. Additionally, he is terminally ill, which qualifies him for waiver of the waiting period. He has multiple myeloma as well as having a stroke and brain bleed. The information required according to the policy has been provided by us as well as hospice. We have been dealing with someone on the phone who doesn't return calls for a week, and is asking for more and more information each time, none of which is required under the policy. I am 76 years old, and feel like I am being treated unfairly due in part to my age. I feel like they just want us to give up so they don't have to pay.

  

  Business Response

  Date: 12/14/2023

  Hello,

  Attached please find State Lifes response.
  

  Thank you,
  

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

  Market Conduct Consultant, Corporate Compliance Market Conduct

  Pronouns: she/her 

• Initial Complaint

  Date:10/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 10, 2023, ********* Hospital in *********, ** unexpectedly closed. The closure was covered by news outlets and all information is available online, plus may be confirmed with the state.OneAmerica refuses to acknowledge this as proof that employees are no longer active, and are refusing to allow us to access our funds. OneAmerica repeatedly informed multiple employees (myself and my financial advisor included) that they only needed the plan trustee to call them to acknowledge the closure and subsequent termination of the plan, and that we could then begin the process of distributions. We managed to get into contact with the trustee, and once that was done, OneAmerica then began stating that they never told us that the trustee could do anything, that this account is considered abandoned, and that legal may need to be involved. They refused to respond to comments regarding how they have told MULTIPLE employees this exact route to resolution, and only changed course once we were able to track down the trustee.This is amoral, unethical, and should be illegal. Please investigate this matter, as our 401ks have been losing money at an accelerated rate since the time we first notified OneAmerica of the hospital closure.

  

  Business Response

  Date: 10/30/2023

  Good afternoon,

  American ***************************** (AUL), a ********************************** has received your correspondence regarding the above referenced ID number.
  

  While we take this complaint very seriously, due to privacy laws we are unable to provide the Better Business Bureau with details regarding the account. We are currently looking into the matter and will provide a written response directly to **************** within 20 business days.
  

  If I can be of further assistance, please do not hesitate to contact me. Thank you
  

  *********************, AIRC
  

  Corporate Paralegal Senior

  Corporate Compliance & Market Conduct

  office: **************

   

  One American Square, P.O. Box 368
  

  ************, ** *****

  www.oneamerica.com

  Customer Answer

  Date: 10/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:06/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 14th my short term disability ended. I applied for long term disability. I'm now over a month in on waiting for my payment. I have sent all necessary documents. Every time I call I keep getting told they need something else. As of June 17th 2023 still no payment with all necessary paperwork filled out. It has been 14 days since they have received all paperwork related to my injuries. I was told it would be easier if I went back to work. If not then they need more paper work from this visit. This is becoming a stall tactic. I'm owed over a month's worth of salary and haven't received anything. I would like my payment and an explanation of why your employee would recommend me go back to work when they aren't a doctor. I feel as if I was threatened if I didn't go back they would stall on my case longer. Thanks a very dissatisfied customer.

  

  Business Response

  Date: 06/21/2023

  Please see attached.

• Initial Complaint

  Date:05/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent notarized paperwork to One America requesting Full Disbursement of my 401A *************** that i am fully vested in on or about March 15th 2023. I received a phone call from One America on April 5th confirming the request had been received on March 29th.To date no funds have been transferred directly to my bank account as per my request.I have made at least 3 phone calls to One America, each time being told that everything is in order, and that distribution should go out soon.Please assist me in receiving my full distribution:Confirmation Code is ***** Reference Number is 237-5100 Thank You

  

  Business Response

  Date: 05/17/2023

  Please see attached.