9 Customer Reviews
Sort By
Review from Edward G
1 star05/13/2024
It has taken over 5 months to get my payment sent to me and I am still waiting for my deposit to be sent electronically. After 3 months they sent my check by mail which I received. I then asked for my money to be sent electronically and I was sent a form and a company addressed envelope which I applied proper postage. Two week later the envelope was sent back with a statement that the company addressed envelope was undeliverable. I contacted the company and was given an email address in and was told I could screen-shoot the form which I did. I asked if I could have a name I could follow up the action on my request and was told I could not. Four weeks later I have heard nothing! Do not apologize contact me and get the payment solved!My evaluation of this company would be a negative 5.***********************
MassMutual Ascend Life Insurance Company Response
05/15/2024
******, were sorry you've had a frustrating experience. We appreciate you taking the time to provide your feedback because our goal is to always provide exceptional service. Our management team is reviewing your case and will be following up with you. If we can be of further assistance, please email us at *****************************************Review from Ken H
1 star04/17/2024
We have a annuity with this company.We have been trying to withdrawn some of OUR money for 4 weeks.They keep having excuses of why they can not give us OUR money.They said the money processed, then they it didn't.Then they said there was POA on file which expired and we had to sent new forms which we did.Then it was the amount was not right sent more forms,like now it's going on 4 weeks.They do not let you know what is going on.This the worst company to deal with.I would not recommend this company for any business dealings.MassMutual Ascend Life Insurance Company Response
04/19/2024
***, were sorry you've had a frustrating experience. Our goal is to always provide exceptional service, so we appreciate you taking the time to provide your feedback. Our management team is reviewing your case and will be following up with you. If we can be of further assistance, please email us at *****************************************Review from S. P.
1 star04/12/2024
This company took life insurance payments for 30 years. On April 4,2024, my policy apparently expired. I was not informed that the policy was expiring and given an opportunity to renew. 30 years of payments wasted because if I die tomorrow, I have no insurance for my family. Would not recommend this company.MassMutual Ascend Life Insurance Company Response
04/17/2024
****** we’re sorry you had a frustrating experience. Our goal is to always provide exceptional service, so we appreciate you taking the time to provide your feedback. Our management team is reviewing your case and will be following up with you. If we can be of further assistance, please email us at *************************Customer Response
04/26/2024
Today will be a week since this company responded to my review about them. It has been two weeks since I actually contacted the company only to find out that my policy had been let to expire and yet I have heard nothing more from them. Communication certainly isnt there main thing.Review from Brenda B
1 star01/09/2024
I have an annuity and they froze my account because they said I made too many withdrawals. Said I need to fill out paperwork and send a copy of my drivers license to prove that Im who I say I am even though I've had the account since 2018.MassMutual Ascend Life Insurance Company Response
01/10/2024
******, were sorry you had a frustrating experience. We appreciate you taking the time to provide your feedback because our goal is to always provide exceptional service. Our management team is reviewing your case and will be following up with you. If we can be of further assistance, please email us at *****************************************Review from stephen g
1 star11/20/2023
hard to deal with, do not listen to calls or data sent, call time very long, make it difficult to make withdrawal or requests.Ask multiple times to resend forms. Refer to advisor who is no longer alive.MassMutual Ascend Life Insurance Company Response
11/21/2023
Hi *******, We’re sorry for your frustrating experience with our phone lines and your requests. We appreciate you taking the time to provide your feedback because our goal is to always provide exceptional service. Our management team is reviewing your case and will reach out to you to ensure a smooth experience. If we can be of further assistance, please email us at *************************Review from Sandra S
1 star11/04/2023
I have now seeked legal counsel against this company due to the following issues. My mother is trying withdraw/surrender her annuity contract. I have contacted them several times I emailed all the correct documentation as well as my Power of Attorney. They are claiming not to have received it. They have lied repeatedly about having sent the money which they have not. I talked to the bank where I asked that the funds be direct deposited into and there was no attempt to deposit those funds into my mother's account. I talked to lawyer and all the action are illegal and have caused punitive damage to my mother the owner of the account. Stay away from the is company horrible ethics. I will be seeing them in court.MassMutual Ascend Life Insurance Company Response
11/07/2023
Sandra, we’re sorry that you had a frustrating experience. We appreciate you taking the time to provide your feedback because our goal is to always provide exceptional service. Our management team reviewed your case and will be reaching out to you to provide status. If we can be of further assistance, please email us at *************************Review from Cece
1 star06/09/2023
This has been the worst experience I've ever had with any "professional" company. I have emailed the required forms for my "transfer of funds" at least 3 times and you all have misplaced them. I am highly disappointed that this situation has lingered since August of 2022 and now I'm being asked for a 4th time to resubmit the same paperwork that I've already sent 3 times. This is unacceptable and I will not be recommending anyone to this company. I will be encouraging everyone to STAY AWAY. It's a waste of time. My money should be drawing interest in my ********* *** by now but because **** *****l Ascend dropped the ball, I lost money. As a retired teacher, I shouldn't have to go through this. (It was called ***** ******** when I first signed up) Totally Disgusted!!! Run from them.MassMutual Ascend Life Insurance Company Response
06/13/2023
Hi *******, thank you for sharing your experience. We understand that Plan Administrator requirements can be frustrating, but our management team was able to confirm that we now have all of the paperwork needed to process your request. The check will be overnighted for Wednesday delivery. Thank you.Review from Melinda C
1 star05/10/2023
The worst, no accreditation with BBB would be 100% on brand given the company's zero customer service. They like to hold on to a loved one's money as long a possible, making it near impossible to navigate their requirements as they WILL send the wrong beneficiary information and forms, provide zero communication other than emails with new forms to correct THEIR mistakes, and you will be paying out of your own pocket to bury your loved one, You can be on hold an hour to speak with someone. When you do speak to someone at the call center, what they tell you will not be true 99% of the time. There is zero effective communication between customer, call center representative, and processing; and zero importance placed on SETTING and meeting a beneficiary's expectation. Much like the person who will respond to this review, call center representatives will feel your pain and apologize... but at the end of the day, that doesn't pay to bury a loved one. When there's such a huge divide between a company's words and actions... you may want to look for a more reputable provider.MassMutual Ascend Life Insurance Company Response
05/16/2023
*******, were sorry that you had a frustrating experience. We appreciate you taking the time to provide your feedback because our goal is to always provide exceptional service. Our management team is currently reviewing your case to see how we can improve communication between our teams in the future. We understand that in the time since leaving this review, your claim was processed and your check was received. If we can be of further assistance, please email ** at *****************************************Review from Isaiah C
2 stars01/07/2022
This company is not trustworthy to do business, based on my experience.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.