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:03/12/2025

  Type:Customer Service 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.

  .My wife ******* and I have been treated very poorly and unprofessionally by ******* ********* of Legacy Financial Advisors. We are unable to access statements for a ********** annuity established by Legacy Financial Advisors. On the ********** portal, we have gotten messages that the account was deactivated, and also a system error, we are having difficulty retrieving your information. When I sent an email expressing my frustration (without any insulting or inappropriate language) to ****** *********, he responded by email that we were being terminated as clients because we have called my staff on many occasions yelling and cursing at them which is very disrespectful. We in fact have called the office a few times since returning calls is not one of their strong points, but have usually spoken with a pleasant assistant, and expressed our frustration in a normal tone without ever having yelled or cursed at anyone. I have no doubt that any one of the Legacy employees would confirm this. ******* ********* attached a letter to his email message giving us 30 days to choose how we would like to terminate our association and threatening if we did not respond that he would liquidate the annuity after which he would send us a check which would trigger a taxable event. It is unethical to make up lies and portray a client in a bad way with the intent of terminating a client relationship and even more unethical to threaten to liquidate an annuity (to which we still do not have access) with a result that is inimical to our financial interests. It seems terribly insulting and greedy to take our money, invest it into an annuity, refuse to help us access the annuity when **********s computer systems and customer service structure become flawed, then to simply liquidate an annuity for their convenience and at our financial disadvantage, once these financial advisors have made their profit.Our only motive in complaining is to recover access to our annuity funds.

  Business Response

  Date: 03/26/2025

  Please see attached response. 

  Customer Answer

  Date: 03/30/2025

  I received a message from the BBB regarding complaint ID ********  stating that a response from the business, Legacy Financial Advisors was attached - but there was no attachment.

  Please let me know if you have received a response from the business or if you forgot to include the attachment,

  Thanks

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

  Business Response

  Date: 04/15/2025

  A response was timely sent to the customer within 30 days responding to the matter and *** is continuing to work with the client on any concerns. 

  Customer Answer

  Date: 04/15/2025

  The complaint has not been resolved.  I have received communication from a ******** ******* at LPL Financial which is an organization to which Legacy belongs and this person told me she would try to help us.  I am attaching her letter.  Shortly after I received the letter, I called and spoke with her, but that was about 2 weeks ago.  Soi still waiting.  Legacy and ******* ********* have yet to make an effort and this is very disappointing since my wife has effectively no way to access her retirement funds.  This is not right for an investment advisor to invest money into an annuity, profit from the investment and refuse to help when access to the investment is lost.

  Customer Answer

  Date: 04/15/2025

  Very nice but my wife is still unable to access her annuity.  We will wait for another week or so to see if we hear back from Ms ******* and if not, we need for Legacy to step up and help.  Completely unethical to take money from a client, profit on the investment,  have client lose access to the funds and transfer responsibility to another party.  Just as unethical is to try to abandon a client by making up a story stating that the client was in appropriate in communications.

  We need our matter resolved and expect to get help in restoring access to my wife's annuity. We would like Legacy to check in with us is not more than 2 weeks to ensure that the matter has been resolved.