Complaints

This profile includes complaints for New York Life Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  New York Life Insurance Company

  51 Madison Avenue New York, NY 10010

• 

  New York Life Insurance Company

  120 Broadway Fl 29 New York, NY 10271-0002

• 

  AARP Life Insurance Program

  PO Box 30712 Tampa, FL 33630-3712

• 

  New York Life Insurance Company

  PO Box 30709 Tampa, FL 33630-3709

• 

  New York Life Insurance Company - Honolulu Office

  100 N Beretania St Honolulu, HI 96817

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:06/20/2024

  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.

  POLICY NUMBER ** *** ***. E MAIL AGENT AND CALL HIS OFFICE .NO EMAIL OR XALL RETURN Trying to cancel .Call customer service HAD SOCIAL #DATE BIRTH BANK INFORMATION .SHE HAD TO ASL VERICATION QUESTS 2 COULD ANSWER BUT THIRD WAS ABOUT MULTI CHOICE QUESTION ABOT PREVIOUS ADDRESS CONNECT TO. TO.TWO ANSWERS WAS WRONG BUT THIRD ANSWER SOUNT LIKE ******* WE HAD AS A P.O BOX HAD 35 YEARS AGO .WOULD NOT CONTINUE TO TRY TO HELP .call agent office again but no return call .e mail corporate office e mail came back call customer service.no success canceling life insurance policy. HAD TO PAID BANK $30 TO STOP PAYMENT WANT TO REMIBURSE FOR IT

  Business Response

  Date: 06/25/2024

  Thank you for your email dated June 20, 2024, to former Corporate Vice ********** ******************* on the above referenced Complaint ID. This communication has been referred to me for review and response. Thank you for your patience while this matter was reviewed.

  
  Please know that we have reviewed the concerns raised by ************************* and have responded to our policyholder directly to address and resolve this matter.It was determined that the policyholders spouse called our ************** to cancel the policy and stop the bank draft. As there is no written consent for authorization, we were unable to process the request. A cancelation form was emailed to our policyholder, we placed a hold on the bank draft and refunded the premium of $36.10 that was due on June 26, 2024.
  
  **************, I trust this information is helpful in your investigation. If you have any questions, please do not hesitate to contact me, Monday through Friday, 8:00 am to 4:30 pm Eastern time.I am pleased to address additional concerns as quickly as possible. 

• Initial Complaint

  Date:06/10/2024

  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.

  My husband and I purchased a global life insurance with a monthly payment of $981.30. We were under the impression that we were placing the money into a savings account that would earn no less than 6% interest. We made 28 payments and then decided this was no longer feasible and couldnt afford it anymore due to the economy. Our policy was canceled and the documents sent to us state that we only accrued $18,166.25 and we had loans amounting to $15844.54; therefore, our balance was only $2,321.71 and this was the check sent to us. Were missing about $10,000 thats not accounted for.

  Business Response

  Date: 06/17/2024

  ******************* advised that they purchased a global life insurance policy with a monthly premium payment of $981.30. ******************* further noted that she was under the impression that they were placing the money into a savings account that would earn no less than 6% interest. ******************* advised that 28 payments were made and
  then they realized that this product was no longer feasible, and they could not afford it due to the economy. ******************* stated that their policy was canceled, and the documents sent stated that they only accrued $18,166.25 and had loans of $15844.54; therefore, the balance they received was $2,321.71. ******************* is disputing her
  surrender value received and has posted on social media regarding her grievances.

  After further review of the information that *** ***** ******************* provided it appears that Custom Survivorship Whole Life policy ending in *** was issued as applied for and has provided valuable insurance coverage since 2021. As part of our review, we rely on written documentation to substantiate *** ***** ******************* claims. In the absence of
  information, or documentation to support their claims, we can find no basis upon which to provide the relief that was requested.

  Our records reflect that *** ***** ******************* requested loans on 3/10/2023, 9/18/2023 and 1/8/2024 from which they received Loan Confirmation Letter advising of these transactions. Shortly after, *** ***** **** ******** surrender request form dated 4/17/2024 was received and processed. Our records reflect that the policy in question was surrendered as of 4/16/2024 per the clients request and correspondence dated 5/10/2024 was mailed to the address on record.

  As part of our review, we contacted former agent ************************* to address the concerns expressed by *** ***** *******************. ************** advised that he met ********************************** as a digital lead. She asked for a NYL agent to call her with the unsolicited intent to look into a whole life insurance policy, as she had done research on the tax-free cash value growth they offer.

  ************** advised that he remembered the conversation with ******************* as she struck him as very knowledgeable about the benefits of whole life insurance, much more so than most of the prospects he has worked with in the past. ******************* made it clear that she understood that it was a guaranteed, tax-advantageous version of a savings account that could be borrowed against utilizing a Bank On Whole Life (BOWL) concept. ******************* stated that she and her husband were going to partner with one (possibly) multiple of their grown sons in the coming year or two to start a business and they liked the idea of using whole life insurance for loaning cash value to themselves as starter seed money.

  ************** advised that him and ******************** held a zoom meeting with *** ***** ******************* and determined during their case prep session that a CSWL was the most appropriate recommendation, given that it was the most cost-effective whole life product with a limited pay period and earliest cash value growth available at the time. ************** advised that he nor ******************** ever guaranteed or promised that it would earn 6% interest every year.

  They provided ******************* with an illustration which provided an explanation of how this product would work during their recommendation meeting and made it abundantly clear that whole life policies take a few years to accumulate cash value, because for the first few years most of the premium goes toward paying the underlying fees and cost of insurance. ************** further advised that they explained a Custom Survivorship Whole Life policy is a longer- to long-term type of safe money growth investment and did not provide the clients with information that would reflect that this would be a straight line 6% cash value growth.

  We trust that the information in this letter is responsive to your request.

  Customer Answer

  Date: 06/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hello, if this policy was a safe money growth investment; how come my money invested did not earn any growth? At minimum, wheres the difference between the monies invested minus the loans taken (and any interest charged on those loans, of course)?

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 07/09/2024

  Dear *** *******
  
  We have reviewed the additional concerns raised by ******************* in her filing with your office on July 2, 2024 regarding the above-referenced life insurance policy.
  
  It appears that ******************* inquired about the performance of her policy and its current cash value.
  
  As noted in our previous response to your office, in addition to the policy contract that outlined all of the policy terms, ******************* was provided with an illustration which projected how the policy should perform. On page 9 of **** ******** illustration, it provided a projection of how the policy would perform granted all scheduled premium payments were made and no loans were taken. Per the signed illustration ******************* received and reviewed at the time of sale, it reflected that in year three the cash surrender value would have been $19,933, and they surrendered the policy two months prior to the 2023 anniversary, for a total surrender value of $18,166.25.
  
  Our records further reflect that the Base Total Premiums (the premiums received excluding any rider or additional values) is $33,454.65 and the Base Total Dividends earned was $266.69 (since the policy was surrendered prior to the third anniversary), this has a Cost Basis of $33,187.96. Therefore, **** ******** policy did see growth and return, but since it was cancelled prior to the third anniversary, the policy did not have sufficient time to grow to what was illustrated after five years.The signed illustration reflected that in year 4 the surrender value would be $28,750.00 and in year 5 the surrender value would be $37,915.
  
  As noted, ******************* requested loans from policy ending in XX-XXX-*** totaling $15,377 during 03/10/2023 ($9,377.00), 9/20/2023 ($3,000.00) and 1/06/2024 ($3,000.00). By requesting these loans, the clients accessed the funds early and it is reflected that a total of $667 in interest incurred at the time of surrender.
  
  We trust that the information in this letter is responsive to your request. Should you have any additional questions or would like to further discuss this matter, please feel free to contact me directly at **************.
  
  Sincerely,
  ********************************************
  Corporate Compliance Department 

• Initial Complaint

  Date:05/20/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  Have repeatedly asked NY Life to stop sending paper mail. I'm supposed to be set to Do Not Mail yet it keeps coming. There is no reason to send paper mail -- I am not going to change my policy, purchase another NY Life product, vote for board members, etc. I want NY Life to stop sending paper mail as I repeatedly requested. Thank you.

  Business Response

  Date: 06/04/2024

  A response to the customers concerns under complaint # ******** has been added for your review. 

  Thank you, 

  Customer Answer

  Date: 06/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/12/2024

  Type:Billing 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.

  Upon signing up for insurance, I immediately asked that the policies be canceled. Instead of canceling, New York Life Insurance debited my bank account and refused to canceled the policies, all while misleading me to believe that they canceled. I had to change my back account info, and contact corporate. As it stands now, they have not canceled the policies. I never gave them permission to debit my bank account.

  Business Response

  Date: 04/25/2024

  Dear *****************************:
  
  Thank you for your April 12, 2024 email to former Corporate *********************************** Your inquiry has been referred to me for review and response.
  
  The complainant wrote to your office requesting a refund of the first premium paid for both policies. Our records confirm the policy applications were cancelled and a confirmation was mailed to ****************** on April 10, 2024. Refunds for the premiums paid were issued via direct deposit to the client the same day. No additional premiums were drafted.
  
  A letter with additional details was mailed to the client and also provided to the ************* of ********* Services.
  
  I trust this information is helpful in your review. If you need any additional information, please feel free to contact me via phone at ************** or via email at ****************************************************. I would be pleased to address any additional concerns as quickly as possible.
  
  Sincerely,
  ****************************************
  Senior Associate

• Initial Complaint

  Date:04/08/2024

  Type:Billing 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 am being overcharged on my life insurance since February 2023. they are only to withdraw once a month the sum of$62.04 on the second of each month instead they started deducting the $62.04 on the second of the month and the twenty eight and with no consistency they overcharged me $372.24 when i called them about it they agreed there was something wrong cause they brought it to my attention that this has been happening for a year. they sent me a letter stating that everything was good and that the day of withdrawal can vary but for fifteen years they only withdrew on the second day of every month faithfully only once a month.My customer service representative is ***************************** you can reach her at ************

  Business Response

  Date: 05/16/2024

  Response has been sent to the policy owner directly.

• Initial Complaint

  Date:04/03/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 gave birth on September 11,2023 and filed for STD with this company. I am still trying to get my claim settled. I had assumed everything was closed until February when I received an overpayment notice in the mail. I called to speak to my claim manager ***** who has very hard to get a hold of and still is. ***** then tried to explain my benefits to me and was wrong. I did not qualify for my companys maternity leave benefit so I had to use two weeks of my PTO and then the rest of my leave (4 weeks) was my STD. She stated she would look into. I then had to call again a couple weeks later to confirm I was not overpaid which ***** confirmed. Then on March 7th I got a notification that NYLGBS owed me 160 dollars. I never received this. I had to call multiple times to try to speak to ***** in order to get a check issued, and to clarify that this was not a mistake. I finally was able to reach ***** and she stated I was owed this money and she would re-issue the check for that amount. Then I received a check in the mail for about $500 which was nowhere near the $160 that she said I was owed, in my account was showing that I owed money again. I did not cash the check and I immediately called to clarify what was going on and no one could give me an answer and of course ***** was unavailable. I have since tried to call multiple times and still have not been able to get an answer from anyone. I finally was able to get a hold of ***** on Monday and she told me she would either call me back that same day or Tuesday and she did not.I am extremely frustrated as it has been almost 7 months since my child was born, and I am still trying to figure this out. I do not owe any money and I dont understand how when ***** went to re-issue. The check that was supposed to be for $160 and it turned into a $500 check that she didnt realize and stop it.

  Customer Answer

  Date: 04/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 had two policies, Whole life and term life. On 12/15/2023 I stopped recurring payments on my whole life due to financial reasons. On 12/22/23, the payment of $150 dollars still came out even though I stopped recurring payments. I received an email confirming that it stopped. I called New York Life and he stated sometimes that happens and that he is sorry. He said if I cancel the policy I will get a refund of $150 dollars. I had to fill out and fax paperwork. The employee never told me it had to be done today. He did not tell me it was pro-rated. A week goes by, I call again to cancel my term life policy. This employee tells me to put the term life policy number on the whole life surrender form. He stated that I would get a $150 dollar refund and an additional $150 dollars because that is what my policy is worth. The refund was for the December charge that NEVER should have been taken out. I fax the paperwork over. A few days later I call back and get an employee who was rude, stating I would not be getting the $150 but only $55 dollars because that is the pro-rated version. I explained that new York life took out the December charge which shouldn't have happened especially with a email confirming. She did not listen and when I asked to speak to a supervisor she said one will reach out with ***** hours. Not liking that response I called back and was able to speak with ********, research and resolution team. She stated that she understands and is filling paperwork to get my ***************************************************************** an update. She never called, never reached out, and only $55 dollars was put into my bank account the next day. The customer service is horrible considering I gave the company ***** dollars of my money which I now lose and can't even get back the $150 dollars to which I did not want to give to the company but it was taken out of my account anyway. Even though I got a confirmation email saying recurring payments stopped.

  Business Response

  Date: 02/01/2024

  Thank you for your email dated January 22, 2024, to former Corporate Vice ********** ******************* on the above referenced Complaint ID. This communication has been referred to me for review and response. Thank you for your patience while this matter was reviewed.

  
  Please know that we have reviewed the concerns raised by ***************************** and have responded to our customer directly to address and resolve this matter. It was determined that we did not cease the bank draft and incomplete information was provided. The policies have since been canceled and premium refunds were issued via direct deposit to ******************.
  
  **************, I trust this information is helpful in your investigation. If you have any questions, please do not hesitate to contact me, Monday through Friday, 8:00 am to 4:30 pm Eastern time.I am pleased to address additional concerns as quickly as possible. 

  Customer Answer

  Date: 05/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/19/2024

  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.

  Unresponsive Service sand Concerning Reputation I am writing to express my frustration with the unresponsiveness of my agent, regarding crucial policy inquiries. Despite multiple attempts to contact her about surrendering my policy and withdrawing cash value, I have received no response.It's not a surprise that I have discovered that New York Life Insurance is not credited by the BBB and has a troubling reputation with very low 1-star reviews. This has eroded my trust in your services.Given these issues, I have initiated a small claim in court to address the lack of response and the company's questionable reputation. I insist on immediate attention to my policy concerns for a swift resolution.Sincerely,

  Business Response

  Date: 01/30/2024

  Good evening,

  The response to the inquiry is attached.

  Sincerely,

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

• Initial Complaint

  Date:11/22/2023

  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.

  I filed an insurance claim under inability to work due to medical conditions. I have doctors that told me not to work. The insurance agent said i wasnt disabled enough.

  Business Response

  Date: 12/04/2023

  Thank you for your letter dated November 22, 2023, to former Corporate Vice President,******************* on the above referenced complaint. This communication has been referred to me for review and response. Thank you for your patience while this matter was reviewed.
  

  Please know that we have reviewed the concerns raised by ************************ and have responded to our customer directly to address this matter. After a review of medical records, we are unable to approve total disability at this time, but we are open to a second review if we receive additional records that support total disability, which are outlined in the letter we sent to *************************
  I trust this information is helpful in your investigation. Please let us know if any additional information is needed.
  On behalf of New York Life,
  
  ************************;                                               
  Senior Specialist

• Initial Complaint

  Date:11/15/2023

  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.

  I have had this insurance since 2021. My agents switched during this period. The current agent i had i informed of canceling due to not affording it anymore. I sent in my cancellation notice stating to cancel my policy, affected immediately. Per her instructions on Friday 11/10 at 1pm and i emailed her the notice. I requested to stop automatic payment online when she never replied to my notice. I also texted her Monday to follow up. Finally texted after i pleaded of not having the money. Said to call customer support. I did and they ensured me the payment stoped but if the chance it did go though to call for a refund. I called since the payment left me overdrafted and they changed their story and said i have to wait for the surrender to go through since the agent had just submitted it on 11/13! Both payments went through leaving me overdrafted almost $400 and in this economy? Horrible experience! I want this corrected!

  Business Response

  Date: 11/28/2023

  Dear **********************,
  

  We have reviewed the concerns raised by ***************************** in her filing with your office regarding the above referenced life insurance policies.

  ************ advised that she requested the cancellation of policies ******** and ******** as of 11/10/2023 however, her agent failed to submit her surrender request until 11/13/2023. She noted that due to this delay, her bank account incurred an overdraft charge once additional premiums were drafted from her account. The client is requesting for the surrenders to be processed as of 11/10/2023 and has requested a refund for the premiums that were drafted after 11/10/2023 and to be reimbursed for the additional charges incurred.
  

  Policies ******** & ********
  

  Our records reflect that ************ contacted Agent ************************* on 11/1/2023 and inquired about placing the above referenced policies on hold or cancelling coverage. ************ was then advised that the policies in question are term insurance products, and we would not be able to honor her request to place the policies on pause. ************ was further advised if she were unable to continue the current premiums, she could lower the current policy death benefit, or she could discontinue the insurance.
  

  At that time ************ appeared to be more interested in discontinuing policies ******** and ******** and was advised in order to process her cancellation request, a written request was required with her signature. It was noted that ***************************** sent Agent ****** her cancellation letter via email and text message on Friday 11/10/2023. Agent ****** then moved forward on Monday 11/13/2023 and submitted ************** request for cancellation/surrender. ************ then contacted Agent ****** on 11/13/2023 requesting the turnaround time for her request to be processed as she has recently become unemployed and did not have the funds to pay the required premium payments.
  

  Agent ****** stated that after reviewing the policy information for policies ******** and ********, the policy dates were 10/15/2021 for policy number ******** and 11/14/2021 for policy number ********. Agent ******* advised once it was realized that the policies premium due dates were within the next 2 days, she immediately responded to ************ recommending that ************ contact New York Life customer support line and ask them to stop payment and remove the policies in question from the auto draft feature. Agent ****** advised ************ that her request to remove the automatic payment feature *** not take effect immediately as it was close to the premium date. She also advised her that she could contact her bank and request that they stop the payment to
  New York Life.
  

  On the night of Tuesday 11/14/2023, Agent ****** then received a message from ************ who was upset that the premium payments were processed, and she incurred an overdraft charge. Agent ****** noted that on 11/15/2023, she contacted New York Life customer service, and she requested the refund for ************ for the most current premium payments that were drafted. ************ was further advised to provide Agent ****** a copy of her bank statement that reflected the additional charges associated with her life insurance premiums being withdrawn and she will submit it to New York Life for further review.
  

  Our records reflect that policies ******** ($74.54) and ******** ($105.06) were canceled as of 11/10/2023 and the November 2023 premiums were refunded in the amount of $179.60. If ************ submits a copy of her bank statement reflecting the overdraft charges incurred due to the November premium payments being drafted subsequent to her request to cancel the policies, New York Life will review for reimbursement consideration.
  

  We trust that the information in this letter is responsive to your request. Should you have any additional questions or would like to further discuss this matter, please feel free to contact me directly at **************.

  
  Sincerely,
  ********************************************
  Corporate Compliance Department

  Customer Answer

  Date: 11/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Thank you for the breakdown of what happened. It took ****** over 3 days to acknowledge my cancellation notice. I even emailed it to her because i was used to her taking days to respond to any of my concerns. Concerns as small as asking how to change my beneficiary, took ***************** 4 days to reply. ***************** would have never replied or even acknowledge my cancellation notice on time if I, myself would have never texted her following up on my email and text. It was 10:29 am on Monday when i followed up after not hearing from her since Friday at 1:27pm, both during business hours. Now i have received your letter stating how my cancelation to my policy is confirmed. That letter is dated 11/20/2023 but the email i attached reminding me of my upcoming bill in December is dated 11/21/2023. Which makes no sense and confirms how your company is horrible to its consumers. I feel like Im being scammed here. You also owed me two payments, one for $74.54 and another one for $105.06. I have only received one for $74.54. Your companys mission statement says core values of humanity, integrity and financial strength but while Im jobless in this economy your companies core values of integrity and humanity are not shown at all. *** waited over two weeks for this payment and only received one. This whole experience has been awful and it has had me regret paying your company two years for this type of service. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 12/11/2023

  Dear **********************,
  

  We have further reviewed the concerns raised by ***************************** in her filing with your office regarding our
  response letter dated November 28, 2023.
  

  ************ advised that there were discrepancies in correspondence she received from NYL regarding the cancellation of policies ******** and ********. She maintains that she is owed 2 months of premiums that were paid towards the policies in question.

  New York Life received a notice from The Better Business Bureau on behalf of ************ on November 15, 2023. The above referenced policies were under review during the time ************ received the correspondences she referred to in her appeal from New York Life, which were automatically generated. We apologize for the inconvenience and confusion this may have caused ************. However, after our review was completed and ************** request to cancel the above referenced policies as of November 10, 2023, were processed, our records reflect that policies ******** ($74.54) and ******** ($105.06) were canceled as of 11/10/2023 and the November 2023 premiums were refunded in the amount of $179.60. Accordingly, it does not appear that ************ is not *********** any additional refund and has been correctly reimbursed, as her policies were canceled as of November 10, 2023, per her written request.
  

  If ************ submits a copy of her bank statement reflecting the overdraft charges incurred due to the November premium payments being drafted subsequent to her request to cancel the policies, New York Life will review for reimbursement consideration.
  

  We trust that the information in this letter is responsive to your request. Should you have any additional questions or would like to further discuss this matter, please feel free to contact me directly at **************.